Sales Cloud vs Service Cloud – What are the Key Differences?
When you sign up for Salesforce, you are given two 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 more information to learn about both, and we encourage 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:
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 sales strategy 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 Level Agreements
Visual SLA Timelines
Add-On: Live Agent
Add-On: Live Messaging
Keep 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 provides you with a 360-degree view of your customers and enables you to deliver smarter, faster, and more personalized services.
With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience.
Salesforce lists many benefits of Service Cloud on its website. Among its expansive list of features, users will benefit from a wide variety of functionalities.
Service Cloud helps your team with Case Management, Agent Workspace, and Service Process Automation.
“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.”
“Put productivity tools like macros, keyboard shortcuts, and ready-to-use templates at your agents’ fingertips.”
“Recommend actions and guide agents through processes with dynamic and adaptive screens.”
Salesforce Service Cloud makes connecting one-to-one with every customer, across multiple channels on any device, extremely easy.
In 2018, Service Cloud provides users the ability to deliver instantaneous and personalized support via the phone, email, chat, and now, even an SMS messaging app system of their choosing through LiveMessage.
Users can gage a deeper understanding of their customers by using Service Cloud.
Additionally, Salesforce managers benefit from Salesforce Service Cloud by having access to a complete view of team performance with dashboards and recommendations to include pre-built customer service dashboard, available for install on the AppExchange, and Live Agent Supervisor to provide a real-time look at your customer service team.
Service Cloud works to boost the efficiency of an organization and increase customer satisfaction by providing easy access to self-help capabilities, and by streamlining all customer service interactions.
Finally, you can reduce case volume with a self-service portal through Service Cloud that allows Users the opportunity to be a part of a custom, branded community, which connects them to like-minded Users to share knowledge on important Salesforce Service Cloud subject matter.
When it comes to choosing between Sales Cloud and Service Cloud, you must acknowledge the general difference is that each cloud system was made to support a specific set of features that you use to sell your products or services and support them.
Service Cloud is an add-on to Sales Cloud. Sales Cloud includes Cases and Email-to-case, whereas Service Cloud includes features like Entitlements and Milestones. It is mainly omnichannel.
The console is an added feature in Service Cloud, setting it apart from Sales Cloud. The console allows users to see more than one helpdesk ticket at a time.
Because of these differences, organizations we’ve worked with have found that it makes good business sense to invest in both Sales and Service Cloud from the get-go.
Sales Cloud is licensed separately from Service Cloud. The overlap between the two products can make licensing confusing for users. Ledgeview Partners can help you decide which cloud is best for you and acquire the right licensing.
When it comes to Sales Cloud vs Service Cloud, it can be confusing which is best for your organization, especially if you’re new to the Salesforce universe. Don’t worry if you fall into this boat – everyone starts somewhere, and that’s where we can come in to help.