Umhlahlandlela Wokuqhathanisa: I-Salesforce vs ServiceNow

Isibuyekezo sokugcina: Novemba 9, 2026
Author: Iphikisiwe
  • I-Salesforce ihola imakethe ye-CRM ngokugxila ekutholeni nasekugcineni amakhasimende angaphandle.
  • I-ServiceNow iphumelela kakhulu ekuphathweni kwezinsizakalo zebhizinisi (i-ESM) kanye nokwenza ngcono ukuhamba komsebenzi kwangaphakathi.
  • Zombili izinkundla zihlangana nge-AI ejensi, yize i-Salesforce ibeka phambili ulwazi lwamakhasimende kanti i-ServiceNow ibeka phambili ukuphathwa kokusebenza.

Ochwepheshe ababili baphetha isivumelwano sebhizinisi, abamele ukuphathwa kobudlelwano namakhasimende eSalesforce (CRM).

Uma inkampani ishintsha ibe yidijithali, inkinga ihlala iphakama yokuthi kufanele itshale imali ethuluzini elithuthukisa ukuthengisa noma eliletha ukuhleleka kokusebenza kwangaphakathi. Eringini kukhona iSalesforce kanye neServiceNow , izikhulu ezimbili, nakuba zazalelwa emazweni ahlukene, manje zilwela indawo efanayo emadeskini abaphathi. Ngenkathi enye iyinkosi engaphikiswana ngayo yobudlelwano namakhasimende, enye iyinjini evimbela izinqubo zangaphakathi ukuthi zingangeni esiphithiphithini.

Ukukhetha phakathi kwalezi zinketho ezimbili akukhona ukuthi yikuphi okungcono ngokwemibandela ephelele, kodwa kunalokho mayelana nokuthi yiliphi igebe inhlangano yakho okudingeka iligcwalise njengamanje. Akufani nokufuna ukuvala amadili amaningi njengoba kunjalo ukuzama ukuvimbela ithimba lakho le-IT ukuthi lingaphazanyiswa amathikithi angaxazululwanga. Ukuze sigweme ukwenza isinqumo esingenangqondo, sizohlukanisa zonke izici zalezi zinkundla, kusukela ezisekelweni zazo zobuchwepheshe kuya emthonjeni wazo wangempela emalini yakho ephansi.

Inhliziyo yesikhulumi ngasinye: i-CRM uma iqhathaniswa ne-ESM

Ithimba lokusekela lobuchwepheshe elisebenza ehhovisi lesimanje, libonisa ukuphathwa kwensizakalo ye-IT ye-ServiceNow (ITSM).

Ukuze uqonde ukungqubuzana, okokuqala udinga ukwazi ukuthi ngayinye ivelaphi. I-Salesforce empeleni iyindinganiso yegolide ye -Customer Relationship Management (CRM) . Umgomo wayo ukukunikeza umbono we-360-degree ngekhasimende lakho: lokho elikuthengile, lokho elikushoyo ngawe ezinkundleni zokuxhumana, nokuthi yisiphi isikhathi esifanele sokulishayela ucingo. Igxila ehhovisi langaphambili , okusho konke okubonwayo nakuzwayo yikhasimende.

Ngakolunye uhlangothi, i-ServiceNow yaqala njengesixazululo se -IT Service Management (ITSM) . Amandla ayo asehhovisi elingemuva , inethiwekhi yemisebenzi evumela ukuthi isicelo seholide ku-HR noma ukwehluleka kweseva kuphathwe ngaphandle kokuthi kudingeke ukuthi umuntu athumele ama-imeyili ayikhulu. Yithuluzi elixhumanisa ama-silos omnyango ukuze inkampani isebenze njengewashi.

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Ukuhlaziywa okuningiliziwe kwemisebenzi ebalulekile

Ukuhlela ibhizinisi okunesu ephepheni, okumelela umhlahlandlela wezinqumo phakathi kwamapulatifomu ebhizinisi.

  • Ukuphathwa Kwamakhasimende Nokuthengisa: I-Salesforce ayinqobeki lapha. Uhlelo lwayo lokusebenza lukuvumela ukuthi uphathe ama-lead, amathuba, kanye nemikhankaso yokumaketha ngokunemba kokuhlinzwa. I-ServiceNow yethule inguqulo yayo ye-CRM, kodwa indlela yayo... okusebenzayo nokuqhutshwa idatha isevisi, ilungele izinkampani ze-B2B eziyinkimbinkimbi lapho ukuthengiswa kumane kuyisiqalo somjikelezo omude wokulethwa.
  • Imisebenzi ye-IT kanye ne-Human Resources: Yilapho i-ServiceNow iqinisa khona imisipha yayo. Amamojula ayo e-ITSM kanye ne-HRSD aklanyelwe ukusebenza kahle okukhulu. I-Salesforce inamakhono athile kule ndawo, kodwa alula kakhulu futhi avame ukudinga ama-plugins wesithathu ukufinyelela ekujuleni kwe-ServiceNow.
  • Inkonzo Yasensimini: Zombili zinikeza izixazululo ezinamandla. Ngenkathi i-Salesforce Field Service igxile ku- ukuhamba kanye nolwazi lomsebenzisi Okokugcina, i-ServiceNow Field Service Management ikhanya ngokuxhumanisa ubuchwepheshe kanye nokwenza ngcono imizila ngokusekelwe kwingqalasizinda ye-IT.
  • Ukuphathwa kwama-oda kanye ne-CPQ: I-Salesforce ibusa kakhulu ekucushweni kwentengo kanye nesilinganiso (CPQ) okuhlanganiswe nomjikelezo wokuthengisa. Ngakolunye uhlangothi, i-ServiceNow ingcono kakhulu ku ukuphathwa kwama-oda ngemuva kokuthengisaukuqinisekisa ukuthi lokho umthengisi akuthembisile yilokho kanye okwenziwa yithimba lokusebenza.

Impi Yobuhlakani Bokwenziwa: I-Agentforce vs Manje Intelligence

Ukumelwa kwedijithali kobuhlakani bokwenziwa kanye namanethiwekhi, okubonisa impi phakathi kwe-Agentforce kanye ne-Now Intelligence.

I-AI ayiseyona into eyengeziwe; isenhliziyweni yesu. I-Salesforce ithumele i-Agentforce , idala ama-ejenti azimele angaphatha ukuthengisa nokusekela ngaphandle kokungenelela komuntu njalo. Umgomo wayo ukunciphisa umthwalo wokuphatha womthengisi , okubavumela ukuthi bagxile ekuvaleni amadili ngenkathi i-AI iphatha ukufuna nokulandelela.

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I-ServiceNow ibheja ku- Now Intelligence , igxile ku-AI ekubuseni nasekusebenzeni kwezinqubo ngokuzenzakalela. Isici esiphazamisayo kakhulu ukuthi i-ServiceNow ayifuni nje ukudala ama-ejenti, kodwa futhi ifuna ukuba yipulatifomu ebusa i-AI kulo lonke ibhizinisi. Baze basebenzise "i-kill switch" ukuvimba ama-ejenti aqala ukuziphatha ngendlela engafanele, ebeka phambili ukuphepha kokusebenza kunobudlova bezentengiselwano.

Ezokuphepha, Ukubusa kanye Nezakhiwo

Ngokuphathelene nokuphepha, i-Salesforce isebenzisa ukwakheka okuqinile kwabaqashi abaningi okune-encryption ethuthukisiwe kanye nezilawuli zokufinyelela eziqinile. Kuyindlela ekhethwayo kulabo abaphatha idatha yamakhasimende ebucayi emhlabeni jikelele. Ngakolunye uhlangothi, i-ServiceNow igxile kakhulu ekuhambisaneni nemithetho kanye nokuphathwa kwe-IT, okwenza ibe yintandokazi emikhakheni elawulwa kakhulu njengebhange kanye nohulumeni ngenxa yezitifiketi zayo ze-ISO kanye ne-FedRAMP.

Ngokombono wobuchwepheshe, i-ServiceNow ivelele ngokuba nomodeli wedatha owodwa . Lokhu kusho ukuthi yonke ipulatifomu ikhuluma ulimi olufanayo, okwenza kube lula ukuhlanganiswa phakathi kwamamojula. I-Salesforce iyi-modular kakhulu, okuyenza ikwazi ukuguquguquka kakhulu ekukhuliseni , yize ngezinye izikhathi ingadala ubunzima lapho ihlanganisa amafu ahlukene (Ukuthengisa, Ukumaketha, Isevisi).

Isici sezomnotho: Sithinta kanjani isabelomali?

Ukukhuluma ngamanani lapha kuwukungena emanzini amnyama. I-Salesforce isobala kakhulu, ngentengo yomsebenzisi ngamunye, ngenyanga ehlukahluka kuye ngohlobo (i-Starter, Professional, Enterprise, Unlimited). Itholakala kalula kumabhizinisi amancane naphakathi afuna ukuqala amancane futhi akhule ngendlela yemvelo.

I-ServiceNow isebenza kwelinye iqembu. Intengo yayo ivame ukwenziwa ngokwezifiso futhi ilungiswe , ngokusekelwe kunani lemisebenzi kanye namamojula avunyelwene ngawo. Ngenkathi ukutshalwa kwezimali kokuqala kuphakeme, enkampanini enkulu, imbuyiselo yesikhathi eside ekutshalweni kwezimali ingaba nkulu ngokuqeda ukungasebenzi kahle okukhulu kokusebenza okubiza izigidi zamahora okusebenza.

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Kufanele ukhethe nini eyodwa noma enye?

Ukubambisana kobungcweti endaweni yenkampani, okufanekisela ukuhlanganiswa kwezinqubo zehhovisi langaphambili kanye nehhovisi langemuva.

Uma okubaluleke kakhulu kuwe ukukhulisa ukuthengisa , ukwenza ngcono i-funnel yakho yokuguqula, kanye nokumaketha okwenziwe ngokwezifiso kakhulu, ungabe usabheka okunye: I-Salesforce iyithuluzi lakho. Iyinjini efanelekile yamaqembu achuma ngokusebenzisana ngqo emakethe futhi adinga ukuguquguquka kokuthengisa.

Kodwa-ke, uma unenhlangano enezinqubo zangaphakathi eziyinkimbinkimbi, amathikithi amaningi okusekela, kanye nesidingo esiphuthumayo sokwenza lula ingqalasizinda yakho ye-IT kanye ne-HR , i-ServiceNow iyisinqumo esinengqondo. Yiplatifomu yalabo abafuna ukusebenza kahle kakhulu futhi abafuna abasebenzi bangaphakathi babe nolwazi olungenazihibe njengolwamakhasimende angaphandle.

Kodwa-ke, izinkampani eziningi zikhetha indlela ehlanganisiwe. Ukuhlanganisa kokubili kuvumela i-Salesforce ukuphatha isikhuthazo sangaphandle (ukuthengisa) kanye ne-ServiceNow ukuze yenze impendulo yangaphakathi (ukulethwa kwezinsizakalo). Lokhu kuvumelanisa kuvimbela ulwazi ekulahlekeni endleleni futhi kudala uchungechunge lwenani olungenamthungo.

Ekugcineni, isinqumo sincike ekutheni ufuna imoto yezemidlalo yokuwina imijaho emakethe noma imoto ephelele ekwazi ukusingatha noma yikuphi ukungqubuzana kokusebenza emgwaqweni. Ngenkathi iSalesforce isalokhu iyisibonelo sokuphathwa kobudlelwano, iServiceNow izisungule njengohlelo lokusebenza lwe-automation yebhizinisi, okuvumela ngayinye ukuthi ikhanye enkundleni yayo njengoba i-AI iqala ukufiphaza imigqa phakathi kwenkonzo yamakhasimende kanye nokusebenza kahle kwangaphakathi.