Salesforce IT Service vs. Serval
A side-by-side comparison based on G2 review data.
| Metric | Salesforce IT Service | Serval |
|---|---|---|
| Overall rating | 4.2 | 4.9 |
| Review count | 228 | 14 |
| Ease of use | 8.5 | 9.5 |
| Ease of setup | 8.0 | 9.5 |
| Quality of support | 8.1 | 9.6 |
| Meets requirements | 8.1 | 9.5 |
| NPS | 40.223464 | 100 |
| Small Business | 31.6% | 21.4% |
| Mid-Market | 40.4% | 64.3% |
| Enterprise | 28.1% | 14.3% |
| Total page views | 835 | 318 |
| Total LLM citations | 0 | 637 |
Salesforce IT Service
Solve IT problems proactively, 24/7 with AI agents. Built natively on the #1 service platform – Salesforce – Agentforce IT Service is more than an ITSM solution. Empower your employees to resolve issues right where they work using AI agents for employees– in Slack, Teams, and more. Autonomously manage the full service lifecycle, from incident to change management, on a single, unified data model. Scalable and secure, it ensures round the clock support while reducing MTTR and boosting overall organizational productivity.
Serval
Serval is an AI-native enterprise service management platform that automates employee support requests. Serval has full ITSM functionality including request, incident, problem, change, and knowledge management. They also include a robust CMDB, HAM/SAM workflows, and native access management. Serval is built on a two-agent architecture.