Compare Pega Platform and ServiceNow Customer Service Management 
At a Glance
Market Segments
Enterprise (66.5% of reviews)
Enterprise (62.7% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Pega Platform
Star Rating
(272)4.2 out of 5
Market Segments
Enterprise (66.5% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Pega PlatformServiceNow Customer Service Management
Star Rating
(174)4.4 out of 5
Market Segments
Enterprise (62.7% of reviews)
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about ServiceNow Customer Service ManagementFeatured Products
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Customer Self-Service
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Pega Platform vs ServiceNow Customer Service Management
When assessing the two solutions, reviewers found them equally easy to use and set up. However, reviewers preferred the ease of administration and doing business with ServiceNow Customer Service Management overall.
- Reviewers felt that ServiceNow Customer Service Management meets the needs of their business better than Pega Platform.
- When comparing quality of ongoing product support, reviewers felt that ServiceNow Customer Service Management is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of ServiceNow Customer Service Management over Pega Platform.
Pricing
Entry-Level Pricing
Pega Platform
No pricing availableServiceNow Customer Service Management
No pricing availableFree Trial
Pega Platform
Free Trial is available
ServiceNow Customer Service Management
Free Trial is available
Ratings
Meets Requirements
8.4
156
8.8
122
Ease of Use
8.3
157
8.3
121
Ease of Setup
8.0
101
8.0
65
Ease of Admin
8.1
98
8.4
53
Quality of Support
8.2
148
8.4
108
Has the product been a good partner in doing business?
8.3
92
8.6
54
Product Direction (% positive)
8.0
155
9.2
110
Features by Category
Ticket and Case Management
Not enough data
8.9
32
|
Verified
Not enough data
8.8
32
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
8.4
29
Not enough data
8.8
31
|
Verified
Not enough data
8.5
31
|
Verified
Not enough data
9.1
30
|
Verified
Not enough data
8.8
31
|
Verified
Generative AI
Not enough data
7.5
8
Not enough data
7.4
7
Communication Channels
Not enough data
8.7
31
|
Verified
Not enough data
8.9
31
|
Verified
Not enough data
8.3
25
|
Verified
Not enough data
7.7
24
|
Verified
Not enough data
8.2
23
|
Verified
Platform
Not enough data
7.4
25
|
Verified
Not enough data
8.3
30
|
Verified
Not enough data
8.8
31
|
Verified
Not enough data
8.4
30
|
Verified
Not enough data
8.6
31
|
Verified
Not enough data
8.4
32
|
Verified
User Tools - Warranty Management
9.7
6
Not enough data
9.5
7
Not enough data
9.5
7
Not enough data
Customer Insights
9.3
7
Not enough data
9.7
6
Not enough data
Software Integrations
9.4
8
Not enough data
9.7
6
Not enough data
Setup
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Feature Not Available
Not enough data
Administration
8.2
10
|
Verified
Not enough data
7.9
12
|
Verified
Not enough data
8.5
12
|
Verified
Not enough data
8.5
12
|
Verified
Not enough data
8.9
12
|
Verified
Not enough data
9.1
11
|
Verified
Not enough data
Automation
8.8
12
|
Verified
Not enough data
8.9
12
|
Verified
Not enough data
8.3
12
|
Verified
Not enough data
Development
8.3
8
Not enough data
8.9
12
|
Verified
Not enough data
8.9
6
Not enough data
8.6
11
|
Verified
Not enough data
Automation Building
8.7
15
|
Verified
Not enough data
8.9
17
|
Verified
Not enough data
8.7
18
|
Verified
Not enough data
8.9
15
|
Verified
Not enough data
9.1
13
|
Verified
Not enough data
8.3
9
|
Verified
Not enough data
Bot Management & Execution
9.1
13
|
Verified
Not enough data
9.3
14
|
Verified
Not enough data
8.7
13
|
Verified
Not enough data
8.7
14
|
Verified
Not enough data
8.7
9
|
Verified
Not enough data
8.0
9
|
Verified
Not enough data
Intelligent Automation
9.3
5
Not enough data
8.6
7
|
Verified
Not enough data
8.8
7
|
Verified
Not enough data
Platform Basics
9.1
9
|
Verified
Not enough data
8.7
10
|
Verified
Not enough data
Platform Data
8.1
9
|
Verified
Not enough data
7.9
8
|
Verified
Not enough data
8.8
11
|
Verified
Not enough data
9.0
10
Not enough data
Platform Additional Functionality
8.5
8
Not enough data
9.2
10
|
Verified
Not enough data
8.8
10
|
Verified
Not enough data
Digital Workflows
8.5
12
Not enough data
8.6
13
|
Verified
Not enough data
8.1
12
|
Verified
Not enough data
Forms
7.8
12
|
Verified
Not enough data
7.8
12
|
Verified
Not enough data
8.0
11
Not enough data
Automation
8.9
12
Not enough data
8.8
13
|
Verified
Not enough data
7.9
12
|
Verified
Not enough data
8.1
9
|
Verified
Not enough data
Workforce Management
Not enough data
8.4
18
Not enough data
8.4
18
Not enough data
8.5
17
Not enough data
8.2
16
Not enough data
8.2
14
Administration
Not enough data
9.0
18
Not enough data
9.1
19
Not enough data
8.5
19
Not enough data
8.0
16
Not enough data
8.3
16
Conversational Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Support Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Process Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Process Analysis
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Feature Not Available
Not enough data
Functionality
8.9
9
Not enough data
8.5
9
Not enough data
8.3
7
Not enough data
8.1
8
Not enough data
9.1
9
Not enough data
8.0
9
Not enough data
7.9
8
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Communication
Not enough data
8.3
16
|
Verified
Not enough data
8.6
16
|
Verified
Not enough data
8.2
16
Not enough data
8.1
15
Not enough data
8.6
15
Internal Use
Not enough data
8.3
30
|
Verified
Not enough data
8.7
15
|
Verified
Not enough data
8.6
13
Not enough data
8.9
16
Not enough data
8.4
16
|
Verified
Not enough data
8.4
16
|
Verified
Generative AI
Not enough data
7.3
5
Self-Service Experience
Not enough data
8.1
24
Not enough data
8.2
21
Not enough data
7.5
21
Not enough data
6.9
20
Not enough data
8.0
22
Self-Service Platform
Not enough data
8.3
24
Not enough data
8.4
23
Not enough data
8.0
21
Not enough data
8.6
23
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Process
Not enough data
6.7(won by default)
6
Not enough data
9.2(won by default)
6
Not enough data
Not enough data
Channels
Not enough data
9.3(won by default)
5
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
7.3(won by default)
5
Insight
Not enough data
6.7(won by default)
5
Not enough data
7.0(won by default)
5
Not enough data
7.7(won by default)
5
Not enough data
8.3(won by default)
6
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Before the Job
8.7
10
Not enough data
8.8
8
Not enough data
9.2
10
Not enough data
9.0
8
Not enough data
On the Job
9.0
10
Not enough data
8.9
9
Not enough data
8.7
9
Not enough data
9.4
9
Not enough data
8.9
9
Not enough data
After the Job
9.2
11
Not enough data
9.5
11
Not enough data
9.6
9
Not enough data
9.4
9
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Process Management
9.0
5
Not enough data
8.5
76
Not enough data
Not enough data
Not enough data
8.3
6
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
9.4
6
Not enough data
Customization
8.4
75
Not enough data
8.6
81
Not enough data
8.4
72
Not enough data
8.3
67
Not enough data
Not enough data
Not enough data
Collaboration
8.5
68
Not enough data
8.3
68
Not enough data
8.5
76
Not enough data
Not enough data
Not enough data
Process Development
9.2
6
Not enough data
Functionality - Process Orchestration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration & Adaptability - Process Orchestration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Application Design
8.3
47
|
Verified
Not enough data
8.0
47
|
Verified
Not enough data
8.9
45
|
Verified
Not enough data
8.7
45
|
Verified
Not enough data
9.1
45
|
Verified
Not enough data
Data Control
8.5
42
|
Verified
Not enough data
8.1
45
|
Verified
Not enough data
8.9
43
|
Verified
Not enough data
Publishing
8.8
48
|
Verified
Not enough data
8.3
46
|
Verified
Not enough data
8.5
47
|
Verified
Not enough data
Categories
Categories
Shared Categories
Pega Platform and ServiceNow Customer Service Management share no categories
Unique Categories
Pega Platform is categorized as Application Development Platforms, Workflow Management, Warranty Management, Digital Process Automation (DPA), Workplace Innovation Platforms, Process Mining, Customer Journey Analytics, Robotic Process Automation (RPA), Bot Platforms, Low-Code Development Platforms, Business Process Management, Field Service Management, Business Automation Platforms (BAPs), and Process Orchestration
ServiceNow Customer Service Management is categorized as Customer Service Automation, Digital Customer Service Platforms, Social Customer Service, Live Chat, Help Desk, Contact Center Workforce, Customer Self-Service, and Conversational Support
Reviews
Reviewers' Company Size
Pega Platform
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow Customer Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
21.5%
Financial Services
12.0%
Banking
11.5%
Computer Software
11.0%
Insurance
8.4%
Other
35.6%
Information Technology and Services
37.9%
Computer Software
7.1%
Telecommunications
5.3%
Consumer Services
4.7%
Financial Services
4.1%
Other
40.8%
Most Helpful Reviews
Pega Platform
Most Helpful Favorable Review
Verified User in Outsourcing/Offshoring
More out-of-box capabilities than competitors, great in-platform rulesets and rule set versioning features. SLA, Audit trail are good examples. Great declarative processing features.
Most Helpful Critical Review
den p.
Verified User in Insurance
That the education to be able to implement a solution is really time-intensive.
ServiceNow Customer Service Management
Most Helpful Favorable Review
Verified User in Computer Software
- Organized ticketing queue - Automated email mechanism - Priority based suggestions - ETA alerts - Enhanced knowledge management associated with tickets
Most Helpful Critical Review
Verified User in Information Technology and Services
At first, the system can be a little intimidating and setting it up is not the easiest thing. The interface is understandable after sometime, but I believe it could be better optimized for new users.
Verified User in Outsourcing/Offshoring
More out-of-box capabilities than competitors, great in-platform rulesets and rule set versioning features. SLA, Audit trail are good examples. Great declarative processing features.
Verified User in Computer Software
- Organized ticketing queue - Automated email mechanism - Priority based suggestions - ETA alerts - Enhanced knowledge management associated with tickets
den p.
Verified User in Insurance
That the education to be able to implement a solution is really time-intensive.
Verified User in Information Technology and Services
At first, the system can be a little intimidating and setting it up is not the easiest thing. The interface is understandable after sometime, but I believe it could be better optimized for new users.
Alternatives
Discussions
What is PEGA platform?
1 comment
AV
An integrated platform that provides low code implementation of predominantly workflow based process automations.
Read more
What is Pega Platform used for?
1 comment
AN
Its a low code platform where all the things comes with pre defined code which makes us to build the application faster and smoother and moreover its a low...Read more
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