Know these key differences between the Sales Cloud and Service Cloud

Salesforce Sales Cloud

Sales Cloud and Service cloud both contributed more than 40% of the Salesforce Revenue for the last few years; however, they’re entirely different in many ways.

Let’s understand their revenue share, features individually, and their differences too in this blog.

In FY22 Salesforce generated $24.7 Billion in revenue, out of which Sales Cloud and Service Cloud services reflected a share of $6 billion and 6.5 billion respectively. The usage of the Sales Cloud and Service Cloud in the future looks more promising for the business to sell products/services and serve their customers to a greater extent because of their advanced features.

Here are important features of Sales Cloud:
  • Contact and Account Management
  • Lead and Opportunity Management
  • Process Automation using the visual workflow
  • Reports and Dashboards
  • Pipeline and forecasting options
  • Mobile optimization
  • File share, sync, sort, and store options
  • Self-service portal
  • There are a few add-ons essential for the Sales cloud like a knowledge base and a Service cloud portal for providing accurate product pricing with a set of rules to the customers.

    Here are important features of the Service cloud:
    1. Service console
    2. Case management
    3. Service Level Agreements
    4. CTI Integration
    5. SLA timelines visualization
    6. Service Entitlements
    7. Asset and Order Management
    8. Omnichannel Routing 

    There are a few add-ons essential for the Service cloud like a Live Agent, Live Messaging for enhancing the customer interaction experience to instantly connect with service teams when required.

    Let’s understand the similarities before knowing the differences between Sales and Service cloud.

    The similarities between the two services are:
  • Web-based platforms: compatible with iOS, Android, browser.
  • Customers: both are used by many SMBs and large enterprises. But Service cloud is majorly used by the service provider due to its capabilities in boosting customer satisfaction.
  • Reviews and Recommendations: Over 90% of people recommend Sales and Service cloud and both are equally rated with 4.4 out of 5 on Gartner.
  • Now let’s study the differences-

    The Sales and Service cloud differs in the target, functionality, and level of interaction with customers or clients.

    Functions:

     

    Differentiating factors

    Sales Cloud

    Service Cloud

    Functionality

  • For revenue, sales, lead generation
  • To get insights to update sales strategy based on customer preferences
  • To track the performance of the entire sales across all channels
  • To do predictive analysis on sales and develop existing products/services
  • For accessing the customer info easily
  • For improving Customer Xperience (CX) & satisfaction
  • For tracking a case and giving faster resolution
  • To get info about each customer and share it among all the internal teams when required
  • to use user-friendly templates for improving workflow
  • Enhanced features, recommendations, chat, and collaboration tools for Service agents to maintain personalized interaction at every stage of the buyer journey
  • Target

    Quantifiable metrics like conversions, products/services sold

    No metrics are preset; only loyal customers, customer retention, customer experience, and satisfaction matters

    Level of interaction

    Only managers or sales agents interact with leads to create awareness about product/services

    Service teams interact with customers throughout the buyer journey when required and after purchase to understand customer satisfaction levels with service

    For whom?

    Sales reps, managers

    Customer service agents, managers

     

    Salesforce Sales cloud gives a capability to gain more leads and optimize the business performance by improving the market interaction. You can make better decisions by understanding your customers' requirements, expectations, and choices. Further, you and your teams can reduce the turn-around time to close deals by taking necessary actions. 

    On the other hand, the Salesforce Service cloud maximizes your service team's productivity by enabling them to serve your customers from anywhere using any device. Your teams can instantly interact with customers using recommendations and accessing the complete customer info. Further, your teams can improve a customer's lifetime value with personalized interaction using Salesforce Service Cloud. 

    Both the clouds accompany each other with their enhanced features. The service cloud console displays more than one help desk ticket at once, making users sometimes choose the service cloud as an add-on to the sales cloud. With our expertise in implementing the Salesforce platform, many companies often get confused and approach us to help them choose one among them. Sales Cloud and Service Cloud get licensed separately.

    Our certified Salesforce experts at Dextara can help you invest in the best fit for your organization among them. Connect with sales & service cloud specialist at sales@dextara.com.

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