Differences between Salesforce sales cloud and service cloud - how to choose one?

The world of business is positively changed a lot by embracing CRM functionalities in its all corners. Salesforce delivers features that everything need by all sizes of business. When you sign up for Salesforce CRM, you have two options in front of you, one is Sales cloud and other one is service cloud.

When it comes to Service cloud Vs Sales cloud, there are many overlap features between these two Salesforce cloud modules.

Service Cloud

SalesforceService Cloud is focused for service agents and service managers. Service cloud helps on customer experience, agent efficiencies, and managing customer service troubles of companies.

Sales Cloud

Sales cloud is a cloud-based CRM solution, which acts as an ultimate sales management assistant, allowing sales team to regulate sales cycles, improve customer relations, get detailed insights, and organize tasks.

Real Difference between Sales and Service

Both sales and services differ in three primary ways, including their aim, function, and interaction with clients.



Factors


Sales Cloud


Service Cloud


Function


The key function of sales cloud is to create profits. This feet is achieved by generating valuable leads.


The major purpose of a service cloud is customer support. If service is offered well, there can be a chance to retain customers and bring in new customers.


Target


Sales have always measurable targets.

Service delivery will lead to satisfaction of customers. It’s not easy to measure.


Interaction with clients



Sales teams have a chat with new customers to increase sales and revenue.


Service teams have no aim to attract new customers.


Key Features of Sales cloud and Service Cloud

The features of Sales Cloud are geared at supporting online lead capture to boost sales. Since Service Cloud is built with Sales Cloud as a starting point, it has most of the features included in Sales Cloud. However, it also adds additional features to allow the service provider to support all their new and old clients with products, billing, and other services.

Sales Cloud Features

Management Features for:

  • Campaigns

  • Leads & Opportunities

  • Accounts & Contacts

  • Dashboards & Themed Reports

  • Event Scheduling & Calendars

  • Activity & Task Tracking

  • Customizable Objects, App, & Tabs

  • Self-Service Portal

  • Forecasts

There are also Sales Cloud add-ons, such as Knowledge Base and Service Cloud Portal, which are targeted at supplying the customer with the correct product pricing in line with a controlled set of regulations. Such features meant for sale-centric clients are unavailable on a Service Cloud license

Service Cloud features

On top of Sales Cloud’s major capabilities, Service cloud adds:

  • Service Level Agreements

  • Dedicated Console

  • Service Entitlements

  • Visualized SLA Timelines

  • CTI Integration

  • Omni-channel Routing

  • Web-to-Case

The essential add-ons include Live Agent and Live Messaging for better customer or corporate communication.


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