| Parameters | Salesforce Sales Cloud | Salesforce Service Cloud |
|---|---|---|
| Primary Functionality | Helps with sales automation, management, and sales analysis. | Assists with customer service and support. |
| Key Features | ? Lead and opportunity management ? Sales forecasting & Collaboration ? Email integration ? Contact and Account management. ? Mobile accessibility. |
? Case management ? Customer self-service Knowledge management ? Service Process automation ? Customer lifecycle management |
| Targeted Users | Sales representatives and Managers | Customer service representatives and managers |
| Customer Interaction | Salesforce Sales Cloud focuses on Lead generation, and lead closure | Majorly focuses on resolving Customer issues and enhancing customer satisfaction |
| Customer Support | Limited | Robust | Performance Metrics | ? Pipeline conversion rates ? Sales forecasting accuracy |
? First call resolution rate ? Customer satisfaction score |
| Key Benefits | Improves sales productivity, streamlines sales processes | Enhances customer experience and improves customer retention |
| Add-ons | Knowledge Base, Service Cloud Portal/td> | Live Agent, Einstein Bots (Chatbots), and Live Messaging |
| Starting Price | $25/user/month | $25/user/month |
| Average Customer Rating | 4.5 (GetApp.com Capterra, and Trust radius) | 4.7 (GetApp.com Capterra, and Trust radius) |
| Usage Numbers | 3000+ companies in the USA | 5000+ Companies in the USA |
| Total Revenue | 24% | 26% |
Last Updated on January 8, 2024
Quick Overview
You might traverse through Salesforce for your business motive. Or, you could brush up and mold your existing technical knowledge. Besides, it is necessary for businesses and organizations looking to implement Salesforce to compare Sales Cloud vs Service Cloud so that they can invest wisely. In this blog, we will compare the difference between Sales and Service Cloud on different parameters. Knowing these differences will help us make an informed decision.
Table of Contents
Introduction
This guide compares Sales Cloud vs Service Cloud to understand the differences and analyze their suitability for different business needs. Sales Cloud focuses on high sales, lead generation, and opportunities, while Service Cloud focuses on services and cases. Despite some similarities, this guide examines critical differences between the two modules.
Furthermore, I’ve also shared my opinion on what would best suit your unique business needs. Let’s begin with the basics first, what is Sales Cloud vs Service Cloud?
What is Sales Cloud?
Sales Cloud is a Salesforce product that automates, manages, and analyzes sales processes. It suits sales managers and representatives, enabling them to prioritize tasks and work efficiently. Sales managers can develop a sales strategy and monitor sales reps with performance data, improving the entire sales department’s performance.
Sales reps benefit from streamlined customer communication across various channels collected inside Sales Cloud AI, including social media and email.
Large-scale automation capabilities free up time for sales reps to focus on lead nurturing and closing deals by managing pricing data, customer records, and drafting contracts. Progressive implementation collects many contact and account information to understand customer requirements better.
What is Service Cloud?
Adopting Salesforce Service Cloud has greatly benefited users in serving customers quickly and efficiently, leading to better customer retention. Service Cloud offers integration with various customer communication channels for faster support.
The UI facilitates communication across channels, knowledge base management, and automation of customer service processes. A comprehensive knowledge base reduces response time and speeds up the training of new service agents.
Service Cloud enables organizing and managing customer service with or without the UI, providing control over the performance of customer service reps and identifying areas for employee growth and training.
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Table of Comparison - Salesforce Sales Cloud Vs Service Cloud
Difference Between Sales Cloud and Service Cloud
When we speak about Service Cloud vs Sales Cloud, we must understand that these are the two of the most popular Salesforce products that help businesses manage their sales and customer service processes. Although these clouds share several similarities, they fundamentally differ in functionality and purpose. Understanding these differences is crucial to determine which cloud best suits your unique business needs. In this context, let’s explore the key differences between Sales Cloud vs Service Cloud.
Salesforce Sales Cloud Features
Here are some enticing features of Sales Cloud,
Lead Management
With Sales Cloud, tracking all the potential and valuable leads is easy. 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.
Reports
The Sales Cloud enables businesses to track their reports. It helps them identify the business’s strengths and weaknesses. The business can cure the dashboard or reports anywhere, anytime.
Fast Work Process Approvals
Organizations can formulate immediate plans quickly with visual workflow. Each has fast confirmation methods for sales, discounts, and expenses.
Email to Case
This automated response automatically sends emails to case entries based on the record’s features.
Contact and Account Management
Management is handled and controlled with Sales Cloud. Some include business contacts, customer communications, and several other factors.
Mobile Optimization
Ideally, your phone becomes a little office management portal. You can manage log calls, analyze reports and visualize work opportunities. You can even toggle dashboards, manage leads, and more.
Salesforce Service Cloud Features
The Service Cloud has extensive Sales Cloud functionalities and extra features, making it an ideal and unique module.
A 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
Service Cloud provides phenomenal customer service with a single social platform. 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. It enables the customers to benefit from the services you provide accurately.
Salesforce Sales Cloud Vs Service Cloud: Feature Comparison
Service Cloud flaps or overlaps with Salesforce Sales Cloud to a considerable extent. However, it does not denote that these Salesforce products are alike and similar.
I recommend Salesforce Sales Cloud to consumers from sales-oriented businesses; because Sales Cloud has features that transform a lead into an account.
On that note, a few unique Salesforce Sales Cloud features include,
- Sales Contracts
- Sales Forecasting
- Territory Management
- Quotes
- Opportunity Splits
For instance, let’s consider useful Sales Cloud add-ons like Salesforce CPQ. The significant benefit of using Salesforce CPQ is it offers precise and error-free quoting with any specified or given products. However, it should agree with the rules. Such rules should be inaccessible with a Salesforce Service Cloud license.
Salesforce 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.
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A few unique Salesforce Service Cloud includes
- 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)
It is hard to decide which one is best for the organization based on Sales Cloud vs Service Cloud features, as they both cater to different departments and are bestowed with features suitable for the department they serve.
Sales Cloud Vs Service Cloud - Common Features
Although features are a critical criterion to illustrate the difference between Sales Cloud and Service Cloud, interestingly, sales Cloud and service Cloud in Salesforce share some common features:
- Access critical customer data and interaction histories with Basic Accounts & Contacts feature
- Improve customer service with Basic Case Management functionality to manage questions, feedback, and issues
- Gain insights into performance and data visualization with Reports and Dashboards components
- Manage tasks, activities, and campaigns with built-in functionality
- Schedule events and appointments with Calendars and Event scheduling
- Access a Self-Service Portal and an Integrated Content Library
- Seamlessly integrate with Chatter, Einstein Analytics, and other Salesforce Clouds for additional pricing
- Increase mobility with the Salesforce mobile app for flexibility to work from anywhere
- Choose from over 4,000 free and paid apps in the AppExchange marketplace.
Sales Cloud Vs Service Cloud: What Sets Them Apart
When you use Sales Cloud, you obtain leads and convert them into business opportunities. You can get campaigns, call new opportunities, and handle existing options. 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 in the business processes. Consequently, they fix them and enhance the overall sales count.
SalesForce vs Service Cloud: Licensing
Sales Cloud and Service Cloud are licensed separately. However, you have to pay additionally if you opt for any add-ons. We recommend getting add-ons on both licenses, as they are critical in optimizing your CRM-based workflows.
Each Salesforce Service Cloud vs Sales Cloud license is offered in different options, varying in functionality, features, number of users, and license cost.
NOTE: Prices mentioned here are for one user per month, but you have to pay separately for annual Salesforce license fees.
Salesforce Sales Cloud Licensing Options
Comparing Salesforce Sales Cloud vs Service Cloud licensing options entails a similar story, but with different characters. If you want to know what is Sales cloud in Salesforce licensing options-here is your answer, Sales Cloud offers two types of licenses: Sales Cloud Professional and Sales Cloud Enterprise. Besides, it has a standard or introductory Essential Edition.
| Sales Cloud Essential | Sales Cloud Professional | Sales Cloud Enterprise |
|---|---|---|
| $25 | $75 | $150 |
| It is a cost-effective license option that provides basic sales management features for small teams. | It is a basic license that offers standard sales force automation features such as lead management, opportunity management, and forecasting. | On the other hand, Sales Cloud Enterprise provides advanced features in addition to the standard features offered by the Professional license. |
| Key Features: Basic Lead, Contact, Account, and Opportunity Management, Email integration with Gmail and Outlook. | Key Features: Lead registration, Rules-based Lead Scoring, Sales forecasting. | Key Features: Advanced Sales automation tools, Workflow automation, Approval automation. |
NOTE: Service Cloud is considered as an addition to Sales Cloud and Salesforce offers Sales and Service Cloud Bundle license options.
Salesforce Service Cloud Licensing Options
Salesforce offers a bundled license option that combines the Sales Cloud and Service Cloud licenses into a single package, known as the Sales and Service Cloud license. This license option provides a comprehensive solution for businesses managing their sales and customer service operations.
This license option is ideal for businesses that require a holistic approach to managing their customer lifecycle, from lead generation to customer retention. The Sales and Service Cloud bundle license offers a cost-effective solution for businesses that want to maximize their sales and service capabilities on the Salesforce platform.
| Essential | Professional | Enterprise |
|---|---|---|
| $25 | $100 | $175 |
| It is a cost-effective license option that provides basic Service and customer management features for customer support teams. | A basic license that offers standard customer service features such as case management, knowledge management, and omnichannel routing. | It provides advanced features like AI-powered case management, advanced analytics, and integration with external systems. |
Apart from the editions mentioned above, there is one more Sale and Service Cloud Bundled Unlimited Edition. The only difference is – it costs $325 per user per month and has some key features such as Unlimited Salesforce support, a Resources portal, and Limitless online training.
Salesforce Sales Cloud vs Service Cloud: Which One Is Right?
If you have customer service departments and full-fledged sales, opt for the Sales+Service package.
Here is why: The chief benefit of this option is that both departments can take part and share an ordinary and common costume base. However, the Sales+Service package costs around $25 more per user than individually purchasing Service Cloud and Sales Cloud.
On the other hand, if your organization runs both customer support and sales, executives might be convinced enough to go to Service Cloud for both teams as it overlaps with Sales Cloud to a considerable amount.
However, I do not recommend selecting Service Cloud as an ideal option for the Sales department.
Here is why: Choosing Service Cloud will only be sensible when a business or organization is more inclined towards providing or being customer service oriented. The Sales team does not require any additional features or add-ons obtainable in Sales Cloud.
When To Choose Sales Cloud Vs Service Cloud?
After comparing Salesforce Sales Cloud vs Service Cloud, choosing between the two became much more accessible. It usually depends on your organization’s needs and goals. If your business focuses more on generating revenue through sales, Sales Cloud can help you manage your sales team, automate sales processes, and provide insights into customer interactions.
On the other hand, if you’re more focused on customer service and support, Service Cloud offers features like case management, customer self-service portals, and knowledge bases that can help your team address customer needs more effectively.
Enterprises with typical sales and service requirements must opt for the Sales+Service package, which 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 use regular and standard customer data.
Conclusion
After understanding both Salesforce modules, Service Cloud and Sales Cloud, businesses of any size can benefit from them. These clouds are highly effective and offer brilliant capabilities for organizations. Businesses can enhance their management and appeal to a broader audience, making them an excellent choice. What’s your pick?
Our certified Salesforce Consultants help you narrow your selection by understanding your business needs. We eliminate unwanted and unuseful features exclusively. We offer Salesforce Consulting services and, apart from that, also leverage our salesforce implementation, customization, and migration services.
Frequently Asked Questions (FAQs)
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
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
Some crucial features included in the Sales Cloud module are,
- Campaigns
- Leads
- Opportunities
- Contacts
- Accounts
- Activities
- Tasks
- Calendar, forecasts, etc.
The Salesforce CRM consists of varied cloud platforms like,
- Data Cloud
- Analytics Cloud, Vaccine Cloud
- Service Cloud, Sales Cloud
- Marketing Cloud, Community Cloud, and
- Commerce Cloud.
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