Wolken vs ServiceNow - Feature Comparison

A knowledge base, omnichannel assistance, real-time monitoring with a built-in BI tool, links with various third-party Apps, auto-categorization, and automatic channelling of received queries are just a few of the salient features that Wolken Software provides companies. Here, the Wolken ServiceDesk, Wolken Software's IT Service Management and Wolken Software's HR Case Management are a trio of AI-enabled SaaS 2.0 cloud-native products from Wolken Software for Customer Service and Enterprise Solutions. Wolken Software can be customized with ease, offers both low-code and no-code adaptations for developers’ ease, quick time-to-market and comes at a fraction of the price due to simplified costing, which can cut your overall operating costs by up to 50%. At numerous Fortune 500 and Fortune 1000 firms, we have effectively replaced illustrious names.

ServiceNow converts outdated manual processes into contemporary digital workflows so that clients and workers can get everything they need when they need it—quickly, easily, and. ServiceNow offers digital workflows that boost employee and company efficiency while delivering wonderful user experiences. Using a single enterprise cloud platform, they can simplify the complexity of the work. Here, customers can create their apps or pick one of their workflows. Based on the Now Platform, their product range offers corporate solutions that support critical IT, employee, and customer operations. This will help consumers with every aspect of your digital transformation. With native mobile capabilities for everyday work across the organization, customers can now create the beautiful experiences they desire and unlock the productivity you need.

Comparison between Some Salient Features of Wolken Software and ServiceNow

1. Managing IT service

In Wolken Software, IT service management (ITSM) is considered a technology-driven approach that depends entirely on the efficiency of your personnel and IT systems. Here, the deployment of ITSM is not viewed as a one-time event but as a journey. The rationale is that a continuing process integrates more gradually into the system than an abrupt change. Implementing cutting-edge technology is only a tiny part of ITSM deployment. As was previously mentioned, ITSM is viewed as a constant process of integrating new technologies that can alter how ITSM duties and operations are carried out. Automating procedures and providing end users with information technology services while upholding organizational standards on cost and security is the route preferred to streamline these changes.

Whereas, in ServiceNow, the productivity agent is maintained and managed by the ITSM workforce optimization from the unit site. With team managers, ServiceNow's planning process is quite effective. Based on past data, the HR staff predicts demands. Employee engagements and schedules are managed, enabling them to maintain a healthy work-life balance. Therefore, help will be provided as agreed upon with the firm, and staff won't experience any tension.

2. Managing Customer Services

The Consumer Satisfaction (CSAT) module from Wolken Software assists you in growing and improving by obtaining insightful customer input on important issues. The intelligent Customer Satisfaction module from Wolken ServiceDesk includes a library of predefined questions and can be customized to meet the needs of your business. In addition, employees in customer service can review recorded customer replies and act on the results.

Whereas in ServiceNow, by helping customer support workers through a troubleshooting procedure utilizing decision trees, assisted decisions enable agents to resolve complex issues more quickly. The system recommends the next best steps in the resolution process based on the context and results. Your assistance will benefit your customer service representatives' initial contact resolution. Your agents can solve complex cases more quickly thanks to assisted decisions and the subsequent best measures, which also enhance customer happiness by reducing the time it takes to resolve issues.

3. Analytical and Real-time Reporting

Real-Time Business Intelligence Reporting from Wolken ServiceDesk helps employees stay informed by gathering and intelligently analyzing data in real-time and offering insightful summaries for their company. Workers can access real-time information from their teams, determine which channels are the busiest, and find customer trending topics. With Wolken Software's prefabricated reports functionality, employees may use their previously specified and saved attributes to examine their business process more thoroughly and save time. Workers can evaluate data points from the brand to the team level using Wolken ServiceDesk Tree graph reports. Cutbot, a BI tool implemented on Wolken ServiceDesk, offers online and physical comprehensive business insights to enable employees to make better-informed decisions.

Whereas, in the case of ServiceNow, the NLQ language support and ability to generate reports by submitting a query rather than executing the complete text give the Q&A analytics its effectiveness. The table's use of relationships between the data helps display and retrieve information from the server in a straightforward manner.

4. The Management and Planning of the Workflow

With the help of the Workflow Management module in Wolken Service Desk, you can optimally utilize your human resources and guarantee timely, flawless outputs. Consumers can specify guidelines for the maximum cases assigned to every worker at a time or per day using this arrangement. To improve workflow, clients can monitor their agent's daily activity. Setting up a predefined pipeline of incoming cases aids in automatically assigning the cases to the appropriate agents as they arrive. Wolken ServiceDesk informs them when a patient is allocated to an agent, ensuring a prompt response to maintain your customers' satisfaction.

Whereas workflow parameters have been added in the ServiceNow Quebec release to address the need to store certain information in the flow that isn't directly connected to a record. A significant improvement for complex logic inflows, the idea is comparable to the scratchpad in the traditional workflow editor. Complex logic or roll ups can be created using workflow variables. You can design flows that perfectly match your business logic without coding customized operations by reusing, incrementing, or utilizing these variables' inflows.

5. Smartphone Apps

Wolken Software can assist its clients anytime and in any location with the Wolken Mobile App. Customers can access all of their information in the application's "User Profile" section to benefit from a tailored experience. Customers can ask questions and contact the agents by tapping on their phone's screen in the application's case creation segment. Consumers can now see all the crucial information about their inquiries on the displays of their mobile devices. Customers can also save time by immediately searching using their Case ID to find all case-related information. In the application, they can categorize their cases based on status, importance, and assignments. By promptly responding, employees can inform customers about their inquiries round the clock.

Whereas, in the case of ServiceNow, the mobile application has been constructed with exciting improvements and several changes that are advantageous to end users and administrators. Searching is made efficient by the AI-powered advanced search, which helps to correct auto-complete query search and auto-correct errors. The user can do the activity in the card, add items to a card, construct a contact list, reject suggestions, and more using the customizable dashboard card's graphical user interface. By generating a systematic workflow, the flow variable feature aids in solving the higher-dimensional data. 

Additionally, it supports the development of sophisticated roll ups and business logic to give numerous data dimensions and match the appropriate business logic without requiring any particular actions.

Author Icon