Salesforce

Salesforce Sales Cloud vs. Service Cloud- Which is Better?

Salesforce is a popular web-based platform for Customer Relationship Management. Its robust features and integrations enable companies to streamline operations, ensure growth, and enhance customer engagement.

As a cloud-based platform, it benefits today’s organizations by introducing efficient customer interaction, convenient decision-making, AI assistance, and ease of accessibility. With these, you can ensure better customer relationships and lead conversion.

To cater diverse needs of your business, Salesforce brings to the table platforms to track and manage tasks ranging from lead conversions to customer service. Salesforce sales cloud and service cloud are two such platforms that manage customer relationships from lead conversion to query resolution.

Though both sales cloud and service cloud functions revolve around assisting your organization in maintaining a transparent relationship, they are distinctly different.

To know how Salesforce services vs. sales cloud differ, read this blog till the end.

Difference Between Sales Cloud and Service Cloud

The table below will take you through the points of difference between Salesforce service vs. sales cloud.

Salesforce Sales Cloud	Salesforce Service Cloud
It is used for sales automation and management.	Assists your business with inefficient customer service and support.
The sales team and sales managers are its sole users.	Customer support agents and customer service teams are its prime users.
Sales forecasting, opportunity and lead management, and sales pipeline tracking are some of its key features.	Omni channel support, a large knowledge base, and 1-to-1 customer service are some of its key features
Einstein AI assists in automated analytics and sales-related insights.	Einstein AI assists in automation of service insights and case routing.
Integrates efficiently with sales CRM to complete sales management process	Integrates with sales CRM and other Salesforce tools to ensure comprehensive customer query resolution.
Tracks sales performance with dashboard and customizable reports	Dashboards and reports track and analyze customer service performance.
Has very limited sales service option	Offers a range of options for self-service that involves customer portals and forums.
Comes with a task manager, email integration, and calendar syncing to boost productivity	Comes with a quick text, macros, and a knowledge base for faster response as tools to boost productivity.

Now you have an idea of what are the differences between Salesforce sales cloud and service cloud delve into their features and benefits individually for a clear understanding.

What is Salesforce Sales Cloud?

Salesforce sales cloud is an innovative and AI-driven customer relationship platform. It can efficiently perform marketing and sales support tasks and customer support for both B2B and B2C customers.

It is fully customizable and acts as a centralized platform that can hold infinite customer information and requires data for a long time. Your sales team can access the information in Salesforce sales cloud from its browser-based portal or their mobile.

This makes connecting with customers for the sales team much easier as they can access the contact information easily even while working remotely. It also comes with a real-time social feed to ensure collaboration to allow users to ask questions or share information with the respective user community.

Among Salesforce sales cloud vs. service cloud, the former comes in five versions. These are on sales cloud per month and per user basis. The versions are group, professional, enterprise, performance, and unlimited.

Benefits of Salesforce Sales Cloud

To delve into how the Salesforce sales cloud vs. service cloud is different, let’s take you to the benefits of Salesforce sales cloud.

Salesforce sales cloud is a centralized repository from where your team can access every customer information in one place.
The sales team can easily manage and close deals on the go by accessing Salesforce sales cloud through mobile devices.
Robust AI-driven platform that provides real-time insights and data-driven reports and analysis by tracking real-time consumer behavior.
You can customize the platform to align its features with your business needs.
Enhance collaboration with team using the platform’s communication tools.

Key Features of Sales Cloud

For a detailed knowledge of Salesforce sales cloud and service cloud differences, you must have a deep knowledge of the key features of each platform.

The points below will take you through the key features of the sales cloud.

Contact and Lead Management

The Salesforce Sales cloud comes with a magnificent storage to hold contact details of potential customers or leads. The AI-powered sales cloud not only holds the contact information, it also stores the job profile and basic information about the company. The sales team can filter these contacts under different categories to ensure a systematic workflow. This allows them to manage and track lead conversions in a more systemized manner.

Mobile Accessibility

It is a customer relationship management platform that promises undisrupted workflow management to sales teams regardless of their location. Sales executives can efficiently track the leads and connect with them easily even while working remotely. They do not need to carry their laptop everywhere as this sales cloud brings to table a seamless mobile-friendly experience.

AI-Backed Insights

Salesforce sales cloud is not just a customer relationship platform, it is also run by Artificial Intelligence. Salesforce CRM platform tracks customer behavior and shifting trends with AI. It can also predict changes and suggest AI-backed insights to help your sales team close deals more efficiently.

Sales Analytics

When dealing with sales, data is your best friend, therefore, efficient sales analytics is a crucial sales cloud vs. service cloud feature. Its AI-powered data and trends analytical capabilities can smoothly turn data into insights. This can help sales executives detect pattern shifts and make an informed decision while pitching sales.

What is Salesforce Service Cloud?

To delve deeper into differences between Salesforce sales cloud vs. service cloud, let’s take you through what is a service cloud. Unlike sales cloud, a service cloud by Salesforce is a customer service management platform with which businesses can offer personalized solutions to their customers. They can contact customers easily through email, phone calls, chats, and social media to address their issues. Salesforce service cloud comes with unique features like large databases, case management, AI insights and analytics, and more. Leveraging these, your organization can cater to customer issues on a one-to-one basis to ensure higher brand loyalty.

Benefits of Salesforce Service Cloud

For a detailed overview of sales cloud vs. service cloud features, let’s take you through some of the noteworthy benefits of Salesforce service cloud.

Salesforce service cloud offers omni-channel support options wherein, your customer service team can cater to customer queries via call, chat, email, or social media platforms.
Between sales cloud vs. service cloud, the latter ensures your brand maintains a customer-centric image with highly customizable features.
Service cloud can seamlessly integrate with other Salesforce products and third-party applications to ensure smooth customer service.
It also hosts AI-backed automation to streamline workflow.
Service cloud also assists in efficient case management to resolve multiple issues at high speed.

Key Features of Service Cloud

Take a look at the features of Salesforce service cloud for a detailed knowledge of Salesforce sales cloud vs. service cloud.

1-to-1 Chats with Live Agents

Leveraging the Salesforce service cloud services to resolve customer issues, you can emphasize personalized assistance. With this platform, customers can easily connect to a service agent on a real-time basis, to address their issues. The service cloud platform can swiftly forward queries to subject matter experts to resolve issues efficiently.

Large Knowledge Base

Unlike sales cloud vs. service cloud, the latter holds present customers’ data in its knowledge base in the agent console. The knowledge base also stores information about products and services that your business delivers.

Agents can consult this information to solve a diverse range of questions from customers. The agents can share the knowledge across diverse channels beyond the Salesforce umbrella to ensure smooth customer service.

Social Customer Service Platform

With Salesforce service cloud, your customer service team can track and handle cases of customer dissatisfaction and queries even on social media platforms like X, Facebook, Instagram, and Threads.

Personalized Service via Every Device

Your efficient customer service team can access and handle Salesforce sales cloud from any device like mobile, tablet, or laptop. This allows field service agents to resolve queries conveniently from outside their workplace.

Wrapping Up

To conclude, the former is a beneficial tool to attract leads and convert them with AI-backed tracking and insights. The latter is mandatory for every big and small business to ensure efficient customer query resolution to improve customer retention. To make an informed decision of which of the two is better, contact us for seasoned Salesforce service agents at WahInnovations.

Frequently Asked Questions

What is Salesforce Einstein in Sales Cloud?

Salesforce Einstein is Salesforce’s AI-powered tool that assists in sales prediction, forecasting, pattern and trend detection, and other recommendations while detecting consumer behavior patterns. With these, Salesforce sales cloud is an important part of sales cloud to help your sales team close deals more efficiently.

How does Salesforce Service Cloud handle data security?

Salesforce sales cloud vs. service cloud ensures data security through data encryptions, access security, and compliance with global data protection regulations.

What is a Service Cloud mobile app?

Your customer relationship management team can access Salesforce service cloud through its mobile app as well. The app provides similar facilities like the web portal to ensure your team can collaborate with customers from anywhere without disturbing organization workflow.

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