When you sign up for Salesforce, you are given two major module options, Sales Cloud vs Service Cloud.
With Service Cloud, users are typically more focused on service and cases. Service Cloud helps companies that sell services and/or products, whereas Sales Cloud is more helpful for companies who are focused on leads, opportunities, and sales.
When it comes to Sales Cloud vs Service Cloud, there is a ton of overlap between these Salesforce cloud modules. Both modules have opportunities and cases, for example.
The points we mention in this blog post focus on the specific strong suits each module has for specific roles and organizations, highlighting key differences.
Keep in mind, there is A LOT major information to learn about both, and we always encouraged you to browse this blog for more information on each platform.
That in mind, let’s get started
Sales Cloud refers to the “sales” module in Salesforce.com. It includes:
Public Knowledge (via Communities)
CTI Integration (more service-focused)
Add-On: Knowledge Base
Add-On: Service Cloud Portal
Products, Assets, Quotes
Forecasts, Territory Management
Custom Apps, Tabs & Objects
Salesforce lists many benefits of Sales Cloud on its website. Among its impressive features, you can use Sales Cloud for a variety of reasons:
Use Sales Cloud to “build longtime, loyal customers.” Connect all of your teams from sales to marketing to customer service to finance and beyond, “to guide each prospect through a personalized customer journey.”
“Empower your sales reps to work faster and smarter. Boos team impact with insights, guidance, and forecasts built from AI.” Data is always at your fingertips.
“ Evolve your strategy: Focus on after-sales service. Take a look at what happens to your customers once they’ve made a conversion and expand your reach.” Become a more agile sales force. “Respond to new markets and industries, or just a new neighborhood. Plan territories, see team performance, track rep execution, and more.”
Service Cloud, on the other hand, includes everything that Sales Cloud does, but adds the additional:
- Service Cloud Console
- Service Entitlements
- Service Level Agreements
- Visual SLA Timelines
- Add-On: Live Agent
- Omnichannel Routing
- CTI integration
- Add-On: Live Messaging
Keep something in mind, the aforementioned Add-Ons for each module require additional licensing.
Add-Ons help to create a more comprehensive system to streamline service-based businesses, get services in front of target audiences, connect with like-minded professionals, and be used to better serve your customers.
Service Cloud is built on the Salesforce Customer Success Platform. It results you with a 360-degree view of your customers and enables you to deliver faster, smarter, and more personalized services.
With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, and experts to transform the agent experience.
Salesforce lists many key benefits of Service Cloud on its website. Among its expansive list of features, users will get advantages from a wide range variety of functionalities.
Service Cloud helps your team with Case Management, and Service Process Automation, Agent Workspace.
“Use omnichannel routing to automatically match cases to the agent with the best skill set to solve them.”
“Get a 360-degree view of each customer by connecting data across departments and back-end systems into one space for your agents.”