You might be traversing through Salesforce for your business motive. Or, you might be making efforts to brush up and mold your existing technical knowledge. These skills hold extreme importance for any certification exam or job interview. However, it is always better to keep a clear understanding of the Salesforce Clouds in any case. Alongside, it is essential to know the differences between the two main clouds of Salesforce.
Well, this guide speaks of both modules, Sales Cloud vs Service Cloud. It states all the similarities and differences between both these clouds. Furthermore, I’ve also shared my opinion on what I think would best suit your unique business needs.
Two key essentials of Salesforce modules comprise Sales Cloud and Service Cloud. Sales Cloud is a module that enables organizations to focus on elevated sales. It helps in valuable lead generation and creating opportunities as well. On the other hand, Service Cloud focuses on the services and cases. It further assists firms and agencies in selling their products and services better.
There are several similarities among both these modules. However, they are far apart in some aspects. Hence, this guide speaks about a few of the chief differences among both of the modules. As we discuss the main differences, we will look into a brief distinction between the two. Let’s begin with the basics first, what is Sales Cloud vs Service Cloud?
What is Sales Cloud?
Sales Cloud is one of the chief Salesforce products. Ideally, it is designed for automation, management, and sales analysis processes. This means both sales managers and sales representatives can use Salesforce Sales Cloud. It will help them finish off with the tasks of distinct priorities having high skills.
When speaking about sales managers, Sales Cloud can build the sales strategy. This helps in handling it inside a single system. Additionally, Sales Cloud even assists sales managers in assessing and monitoring sales reps. Sales managers can spot the strengths & weaknesses of sales reps with performance data. This possibility allows them to enhance their performance of the whole sales department. When sales managers use Sales Cloud, they can easily deal with certain challenges. Such challenges include disconnected processes alignment and sales processes with marketing.
When it comes to sales reps, Salesforce Sales Cloud offers huge benefits. It offers systematic, convenient, and structured customer communication through several channels. (social media, customer service portal, email). It takes place right inside the Sales Cloud AI. A huge amount of contact and account information is collected with Progressive implementation. This implementation takes place with the social media and website of the customer. It enables them to aim their requirements accurately and precisely. Large-scale automation capacities assist sales reps with several routine tasks. This includes managing pricing data, maintaining customer records, and drafting contracts. This in turn, releases much of the precious time to seal the deals and nurture the leads.
What is Service Cloud?
Users state that adapting Salesforce Service Cloud has helped them hugely. They can now serve customers rapidly and effectively. It is known that retaining existing customers is far better and easier than gaining a new one. Hence, Service Cloud can turn out to be a vital tool for your organization. Customer service managers claim it positively impacts the customer retention rate. It thereby ensures that your organization is acknowledged for keeping customers on priority!
Service Cloud offers incorporation with many customer communication channels for service agents. These customer service agents can benefit customers more rapidly. Service Cloud UI offers communication across each channel. Additionally, Service Cloud enables managing and generating knowledge bases. These are extensively useful sources/means of the frequently requested information. With such an exclusive knowledge base, you can easily reduce the response time of agents. It then speedily trains the new service agents. In fact, service agents figure out and solve their cases easier, faster, and quicker. This is only possible through CS process automation provided by Service Cloud.
Service Cloud offers the potentiality to organize and manage easy customer service. It processes and handles them without any Service Cloud UI. With Service Cloud, customer service managers control the performance of customer service reps. This further helps in organizing training, identifying the area of employee growth, etc.
Salesforce Sales Cloud Features
A few features of Sales Cloud are,
With Sales Cloud, it is quite easy to keep a good track of all the potential and valuable leads. You can even manage them further by personalizing the campaigns. Overall, it elevates sales and appeals to the customers’ eyes in quite a targeted manner.
The Sales Cloud enables businesses to track their reports. This helps them in identifying the business strengths and weaknesses. Additionally, the business can even cure the dashboard or reports anywhere, anytime.
Fast Work Process Approvals:
With visual workflow, organizations can formulate quick plans easily. Each of them has fast confirmation methods for sales, discounts, and expenses.
Email to Case:
This is generally an automated response that automatically sends emails to case entries based on the record’s features.
Contact and Account Management:
With Sales Cloud, Management is handled and controlled. Some include business contacts, customer communications, and several other factors.
Ideally, your phone turns into a little office management portal. You can manage log calls, analyze reports and visualize work opportunities. You can even toggle dashboards, manage leads, and many more.
Salesforce Service Cloud Features
The Service Cloud is equipped with extensive Sales Cloud functionalities and extra features. This makes it an ideal and special module.
Few extensive features of Service Cloud are,
- Chat Services: Service Cloud Features live assistants for providing chat services. This service offers online customer assistance regarding products and services.
- Customer Service: By a single social platform, Service Cloud provides phenomenal customer services. The best part? Customers don’t need to visit any other website.
- Knowledge Base: Service Cloud creates a knowledge base that reaps the rewards for the agents. An enhanced issue resolution is introduced as the agents get their answers quickly.
- Service Console: It helps deal with all the significant cases by an expert contributing to managing all the tasks. This enables the customers to benefit from the services you provide accurately.
Sales Cloud vs Service Cloud: Feature comparison
Service Cloud flaps or overlaps with Sales Cloud to a huge extent. However, it does not denote that both these Salesforce products are alike and similar.
I recommend Sales Cloud to consumers from sales-oriented businesses. This is because Sales Cloud is endowed with features that transform a lead into an account.
On that note, a few unique Sales Cloud feature include,
- Sales Contracts
- Sales Forecasting
- Territory Management
- Opportunity Splits
For instance, let’s consider useful Sales Cloud add ons like CPQ. CPQ offers precise and error-free quoting with any of the specified or given products. However, it should agree with rules. Such rules should be inaccessible with a Service Cloud license.
Service Cloud offers features for advanced and progressive customer service management. It provides agent productivity enhancement as well. This is why I recommend incorporating this Salesforce tool into service-centric businesses. Few unique Salesforce Service Cloud include,
- Service Console (unified digital workspace of agents)
- Service Analytics (complicated analytics of agent performance)
- Field Service (a tool for arranging/assembling on-site customer visits/tours)
Table of Comparison: Sales Cloud vs Service Cloud
|Sales Cloud stands for the “sales” module present in Salesforce.com. It involves accounts, contacts, leads, opportunities, and quotes. Additionally, it involves products, contacts, price books, and campaigns(limits apply). It comprises excellent features like Web-to-lead too! This assists in online lead capture along with auto-response regulations. Usually, it is designed to be an ideal comprehensive setup for your sales process. You can even adopt this to generate revenue.
||Service Cloud stands for the “service” module present in Salesforce.com. Service here denotes customer service. It involves contacts, solutions, accounts, and cases. It comprises intriguing features like Web to the case and a self-service portal. It involves public knowledge base, call center, and customer service automation as well. For example, assignment rules or escalation rules. Ideally, it is designed to help you with the requests of past, present, and future clients through products, billings, and services. You can use this to make your organization and people content!
|Sales Cloud puts sales and marketing into effect.
||Service Cloud executes Salesforce knowledge.
|Sales Cloud helps you to open several cases and link them with contacts, accounts, etc.
||Service Cloud covers everything present in Sales Cloud. You get everything present in Sales Cloud along with some more add-on features.
|When you build a product in force.com for Sales, it falls under the Sales Cloud. For example, contacts, accounts, and leads.
||While you want to offer some facilities and support to the clients, it comes under Service Cloud. For example, Create cases. Here, the client notes his problems into these cases instead of calling.
|Sales Cloud is an excellent solution for small or value-oriented middle-scale sales groups. In cases when they wish to deploy Salesforce rapidly and cost-effectively.
||Service Cloud offers huge customer assistance and support to clients. It provides the necessary tools to offer an amazing client experience.
Difference between Salesforce Sales Cloud vs Service Cloud
When you use Sales Cloud, you get to obtain leads and convert leads to closed deals. You can get campaigns, call new opportunities, and handle the existing opportunities. With Sales Cloud, you can achieve excellent market forecasting. Besides maintaining customer relations, you create space for your business to grow.
Service Cloud is more inclined towards the after-sales process. It focuses on resolving all the issues faster. The customer experience gets enhanced when the Service Cloud is implemented efficiently. Furthermore, you can optimize workflows and automate all the service processes. Moreover, you can provide hands-on support for customer service agents as well.
The ideal objective is to encourage one-on-one relationships with every individual/customer. These relations take place on several and multiple channels. Moreover, Service Cloud protects all the confidential data inside the cloud platform. Besides this, tracking reports assist in determining the loopholes of the business processes. Consequently, they fix them and enhance the overall sales count.
SalesForce vs Service Cloud: Licensing
Service Cloud is an add-on/ attachment to Sales Cloud. Service Cloud comprises features like Milestones and Entitlements. On the other hand, Sales Cloud involves Email-to-case and Cases. Service Cloud is primarily an omnichannel tool.
The console is an extra part attached to it in the Service Cloud, which sets it apart from the Sales Cloud. This console enables users to view over 2 help desk tickets simultaneously. With Salesforce Service Cloud pricing, you get the Sales cloud functionality by default.
Due to these distinctions, several organizations invest in both Service Cloud and Sales Cloud from the beginning. Sales Cloud is licensed individually instead of together with Service Cloud. Any overlapping among both these products can lead to confused licensing for users.
Sales Cloud + Service Cloud Package
If you have customer service departments and full-fledged sales, I highly recommend you to opt for the Sales+Service package.
Here is why: The chief benefit of this option is that both the departments can take part and share an ordinary and common costume base. However, the Sales+Service package costs around $25 more for every user when compared to purchasing Service Cloud and Sales Cloud individually.
On the other hand, if your organization runs both customer support and sales, there are high chances, executives might be convinced enough to go to Service Cloud for both the teams as it overlaps with Sales Cloud to a huge amount.
However, I do not recommend you select Service Cloud as an ideal option for the Sales department.
Here is why: Choosing Service Cloud will only be sensible in rarest oases where a business or organization is more inclined towards providing customer service or is customer service oriented, and so the Sales team does not require any sort of additional features or add-ons obtainable in Sales Cloud.
When would you choose Sales Cloud vs Service Cloud?
Well, as it is known, customer-centric businesses must opt for Service Cloud. On the other hand, sales-centric businesses should go for Sales Cloud. However, it just does not end here.
Being a part of your organization, you are quite aware of your requirements and invest your money. All and all, if you are searching for a cost-effective, ideal solution, you may go for Service Cloud. In the long run, it might turn out much better in your favor. In addition, Service Cloud covers every feature of the Sales Cloud as well as more tools.
Enterprises having typical sales and service requirements must opt for the Sales+Service package. is costlier than the Sales and Service Cloud when bought individually or separately. To sum up, the main advantage of purchasing the package is that both departments can put their hands on regular and common customer data.
Well, now you must be having a precise understanding of both these Salesforce modules. This guide speaks about the chief distinction between Service Cloud and Sales Cloud. Regardless of what your business needs, both these clouds are effective and brilliant. Having proved their capabilities, both these modules are highly beneficial for organizations. Here, businesses mean small, middle, and large-scale business organizations. On that note, organizations can elevate their management. Furthermore, they appeal to the eyes of a wider audience. What’s your pick?
Our certified Salesforce Consultants help you in narrowing your selection by understanding your business needs. We eliminate the unwanted and unuseful features exclusively. We offer Salesforce implementation, Salesforce improvement, and Salesforce migration consulting services.
Check out and comment on how do you find our Salesforce Sales Cloud vs Service Cloud Infographic
Frequently Asked Questions (FAQs)
What are the advantages of Sales Cloud?
Some of the major benefits of Salesforce Sales Cloud are:
- Personalized Sales Process
- Increased Opportunity
- Accurate forecasting
- Productivity boost
- Drives steady growth
- Streamlined Business Process
- Short Sales Cycle
What are the benefits of Service Cloud?
Some of the major benefits of Salesforce Service Cloud are:
- Increased Customer Satisfaction
- World-Class Service
- Customer data is stored in a single application
- Single console
- Support through customer-preferred Channels
- Increased sales opportunities
What is included in the Sales Cloud?
Some crucial features included in the Sales Cloud module are,
- Calendar, forecasts, etc.