Sales Cloud vs Service Cloud: Key Differences and Similarities
The dilemma of whether to choose Sales Cloud or Service Cloud can be a frustrating one. What is the difference between the Sales Cloud and Service Cloud? Both solutions overlap in many ways, making it difficult for you to make a choice.
Up to date, both solutions bring Salesforce up to 40% of the total revenue. So what to choose in the long-run? This short and to the point comparison guide should help you get a bigger picture. Read on to make an informed decision.
Sales Cloud vs Service Cloud - Who is who?
Sales Cloud is a cloud-based Customer Relationship Management (CRM) platform. This software package is an ultimate sales management helper, allowing you to regulate sales cycles, organize tasks, improve customer relations, and get detailed insights.
Alternatively, Salesforce Service Cloud is a CRM platform more targeted to customer support and related services. You could say Service Cloud is based on Sales Cloud but is more directed at servicing automation and workflow streamlining. The solution has everything Sales Cloud has, while adding some extra capabilities on top.
Salesforce Sales vs. Service Cloud: Features
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:
- Leads & Opportunities
- Accounts & Contacts
- Dashboards & Themed Reports
- Event Scheduling & Calendars
- Activity & Task Tracking
- Customizable Objects, App, & Tabs
- Self-Service Portal
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
- Omnichannel Routing
The essential add-ons include Live Agent and Live Messaging for better customer or corporate communication.
Who Uses Salesforce Sales vs. Service Cloud?
Sales Cloud for sales reps and managers
Sales Cloud allows sales reps and sales managers to tackle their daily tasks more efficiently. It provides cloud-based tools that allow for the automation, analysis, and management of sales processes. Both reps and managers can effectively communicate with customers through the included customer service portal.
Furthermore, Sales Cloud integrates seamlessly with the customer's various platforms, like their website and social media. This enables either the rep or manager to gather the information that allows for a more tailored approach for the customer’s needs.
To top it off, sales managers can also analyze the data collected to identify weak points in the sales team using Sales Cloud. Such insights can allow the sales team to design a strategy to boost sales.
Service Cloud for customer service agents and managers
As its name implies, Service Cloud deals with customers, mostly after they have already passed through the sales team. It is mainly built for customer/client services agents and managers. The idea behind Service Cloud is to boost customer retention. Just like Sales Cloud, it also provides several communication channels with the client, allowing for quicker and more effective communication.
Some of its features include a live chat option where the customer can instantly send messages and immediately receive responses. The platform enables customer service managers to measure the performance of customer service reps and identify areas that need improvement.
What Is the Difference Between Sales and Service?
The key function of sales is to create profits. This is achieved by attracting customers through the generation of leads online. Contrarily, the primary purpose of a service is customer support. This involves supporting existing and new customers with products they have purchased or already use. If a service is delivered well, there can be a measurable boost in customer satisfaction.
Sales generally have set and measurable targets since you can count the number of items sold or the number of leads converted. Services, however, do not typically have set or quantifiable goals, as proper service delivery will lead to customer satisfaction, and it is not so easy to measure in terms of numbers.
Interaction with customers/clients
Sales agents or managers mainly work to attract and interact with new customers. Most of the tasks performed in sales are directly targeted at convincing customers to buy products or services. A service, however, is not directly aimed at attracting new clients. Yes, excellent service delivery can lead to the acquiring of new clients, but only through goodwill.
Also, when it comes to customer happiness and satisfaction, sales do little to achieve that, which is the exact opposite of services. You will also find that services, unlike sales, do not require pre-interaction with a customer. Most times, a service will be provided after a purchase has already been made.
Sales Cloud vs. Service Cloud comparison chart
Data source: https://s1.q4cdn.com/454432842/files/doc_financials/2019/CRM-Q1-FY19-Earnings-Presentation.pdf
Similarities Between Sales Cloud vs. Service Cloud Features
- are web-based
- can be run on iOS, Android and browser
Both of the platforms are mostly purchased by small to medium enterprises as well as by large corporations. Service Cloud, however, is also frequently preferred by freelancers for its readily available and wide range of capabilities (Sales Cloud, on the other hand, is not as popular among freelancers).
What Is the Difference Between the Sales Cloud vs. Service Cloud License?
While Service Cloud can be considered an addition to Sales Cloud, it’s important to note that the two are licensed separately. Overall, the two solutions overlap in so many ways, and therefore, it’s wise to invest in both platforms right from the start. Note that add-ons to both platforms must be licensed additionally, but you will need them for the ultimate optimization of a CRM-based workflow.
The key differences between the Sales Cloud and Service Cloud are in their functionality. Sales Cloud is targeted at first-time meetings with new clients where Service Cloud is more case-based. Service Cloud deals with incidences that take place after someone becomes a customer.
The features are targeted at escalating queries until they reach the relevant personnel, finding the right solutions and effectively channeling feedback to the customer. When done right, this should bring about customer satisfaction, which is the outcome of excellent service delivery. On the other hand, the result of sales should be profit maximization, and Sales Cloud does little to bring about customer satisfaction on its own.