We have witnessed a massive paradigm shift in the basic functioning of organizations in the last 2 decades. As far as Sales and Customer Services are concerned, organizations are implementing unprecedented solutions and strategies to improve their revenue, marketing efforts, and customer satisfaction prospects.
Salesforce is one such solution that has been adopted by thousands of organizations worldwide. It helps them to identify new opportunities, manage and use customer data, drive effective marketing campaigns, and enhance internal and external communications. Salesforce enables organizations to strengthen their decision-making ability and drive strong business growth.
Salesforce solutions bring additional value to your business when they are implemented properly. Your organization can avail unprecedented benefits from artificial intelligence, agility, and data-driven decision-making mechanism. It enables users to access all functions round the clock from virtually anywhere, thus making it the most flexible solution available.
Salesforce offers multiple products, that empower organizations with accuracy, transparency, automation, and detailed insights. Be it Sales Cloud or Marketing cloud, be Service Cloud or Einstein Analytics, businesses can leverage the Salesforce consulting services to transform their workflows.
Service Cloud & Sales Cloud
Table of Content
Among the wide range of Salesforce products, the two most popular products are Service Cloud and Sales Cloud. Most organizations often use either of these products or sometimes the robust combination to avail of top-notch services.
Both Service Cloud and the Sales Cloud are essential modules of Salesforce. Service Cloud emphasizes more on the services and cases, and it helps the organizations to sell their services and products efficiently. It allows organizations to avail potential lead generation, enhanced sales, and increased opportunities.
On the other hand, the Service Cloud enables an organization to automate its service processes and streamline workflows to support customer service agents. The objective is to establish better marketing relationships with customers across multiple devices and channels.
Even though both the modules have certain similarities, but they are still quite different from one another in various aspects. Organizations do face the dilemma of whether to select Sales Cloud or Service Cloud could be a frustrating one. Although both the solutions do overlap in multiple ways, which makes it very difficult for you to decide.
In this blog, we will cover the advantages, features, and differences between the Sales Cloud and Services Cloud. Furthermore, we will share our opinion on the best solution that can address your unique business requirements.
It is a cloud-based CRM (Customer Relationship Management) platform. This module is a brilliant sales management assistant, that allows you to regulate your sales cycles, enhance marketing efforts, organize tasks, get in-depth insights, and improve revenue generation.
Salesforce Sales Cloud helps organizations and sales managers devise a robust sales strategy and helps them handle all the sales-related activities inside a single system. Sales Cloud helps sales managers in monitoring and assessing the performance of their sales representatives.
Sales managers can identify the strengths and weaknesses of their sales representatives and take the necessary corrective actions when needed.
These exceptional capabilities of Sales Cloud allow an organization to enhance its Sales performance while improving the processes’ alignment with other functions such a Marketing.
Service Cloud is again a robust CRM platform, that is more aligned towards customer support and services. We can say that Service Cloud offers all the features and capabilities of Sales Cloud, but it is more inclined at implementing automation and streamlining business workflows. It offers all the features of Sales Cloud while providing some add-on capabilities as well.
Service Cloud incorporates multiple customer communications channels for service agents, which help them to provide better customer services. Service Cloud UI enables seamless and precise communication across all these channels.
Additionally, it also enables efficient generation and management of knowledge base. It is an extensively useful source of frequently asked information. A well-documented Knowledge base can drastically reduce the response time of service agents and speedily provides adequate training to the new service agents.
It helps the service agents to figure out the correct solution, solve their cases quicker. This only improves the customer experience and satisfaction levels.
Features Sales Cloud vs Service Cloud
Let’s have a look at the prominent features offered by both modules.
Sales Cloud – Features
|Account and Contact Management||Sales Cloud helps us in managing account discourse, business contacts, customer communications, and other management tasks.|
|Leads Management||Sales Cloud helps sales representatives to track the potential leads closely and manage them by updating their campaigns to enhance the sales rate and influence their targeted customers.|
|Work Process Approvals||Sales Cloud offers an efficient visual workflow, that helps your organization in making effective business plans with negligible efforts. You can easily insert the confirmation methods for sales, discounts, expenses, and several other attributes.|
|Mobile Optimization||With Sales Cloud’s innovative capabilities, your mobile phones will be transformed into office management gadgets. You can use your mobile phones to manage leads, log calls, toggle dashboards, fetch different reports, and several other opportunities required by your business.|
|Reports & Dashboards||Sales Cloud also manages business progress and reports to enfold every minute detail of the business. It enables seamless access to business reports and dashboards anytime from virtually anywhere.|
Service Cloud – Features
|Customer Service||Service Cloud offers exceptional customer service via social media over a unified platform without pushing customers for browsing other resources and sites.|
|Service Console||Service Console is used to deal with and track all the cases carried by customer service representatives. It enables service professionals to organize their tasks efficiently and allows customers to earn several benefits from your products or services.|
|Chat Service||Service Cloud offers the live assistant ability, which is used by customer reps to interact with customers and assist them with technical assistance.|
|Email to Case||It offers a set of effective auto-response rules, that helps you to send and manage automatic email responses to address the case submitted by your customers.|
|Knowledge Base||Service Cloud offers amazing capability to create a knowledge base that could be valuable for your customer service agents. It will help the service agent to search for the answers and assist in resolving the customer cases quickly. This enables an organization to resolve the issues effectively and rapidly.|
Benefits of Sales Cloud and Service Cloud
In this section, we will cover numerous benefits offered by both Sales Cloud and Service Cloud.
Sales Cloud Benefits –
Sales Cloud enables sales reps and managers to streamline their workflow and sell their products and services in a faster and smarter fashion.
|Sales Representatives||Sales Managers|
|Manage Contacts: Sales agents can Sales Cloud user interface to manage accounts, contacts, leads, customer communications, and opportunities seamlessly across all the channels such as website, email, and social media, etc. in an efficient manner.||Swift Sales Decision-making – Sales managers can use historical pipeline data, opportunities, and trends in real-time. They can use these in-depth insights to fine-tune their pricing rules and sales strategy to meet their organization’s sales targets.|
|Task Automation: Sales agents can leverage the capabilities of Sales Cloud to automate administrative and repetitive sales tasks such as calls, follow-ups, emails, and report generation. It helps them to stay focused on closing sales deals and establishing customer relationships.||Sales Reps’ Performance tracking: Sales managers can effectively evaluate the abilities and shortcomings of their sales reps and recommend the training to enhance their sales performance.|
|Gain Insights: Sales reps can fetch in-depth insights on sales leads with a high degree of conversion prospects and attention. This helps sales reps to target the pain points of leads effectively and recommend correct solutions to the customers.||Enhanced Productivity– It provides effective methods to analyze your team’s progress. This helps the managers to plug the performance gaps and improve the overall productivity.|
Service Cloud – Benefits
The Salesforce Service Cloud facilitates service agents and managers to deliver exceptional, personalized, and agile service experiences to your customers.
|Customer Service Agents||Customer Service Managers|
|Access Unified Information – Service agents can gain a 360-degree view of customer information from multiple service channels on a unified platform. They can tap into the customer case history immediately, understand their grievances to resolve them correctly and promptly.||Plug the Service Gaps – Service managers can utilize service delivery metrics and case management dashboards in real-time. This ability empowers Managers to take quick and effective actions to address complex issues and develop smooth workflows.|
|Personalized Recommendations – Customer service reps can check the purchase history of customers and recommend personalized upsell and cross-sell services or products.||Enhanced Department Performance – Service Managers can closely track the performance of agents, identify their skill sets, determine the need for training to offer excellent services to their customers.|
|Effective Escalation Management – Service reps can route the routine queries to automation bots and escalate the complex issues to the 2nd or 3rd level of support. In this way, the customer service reps pay more attention to other unresolved issues.||Efficient Team Workload management– The service Manager can effectively manage the team workload. They can assign the best-suited or most knowledgeable agent to each case. Managers can fetch the empirical data to identify their best-performing agents and have them train others to improve the overall capabilities of their team.|
Differences between Service Cloud and Sales Cloud
|Service Cloud||Sales Cloud|
|It stands for the “Service” module available in Salesforce.com.||It stands for the “sales” module available in Salesforce.com.|
|Service Cloud involves solutions, contacts, cases, and accounts. It comprises exciting features like a self-service portal and Web to the case. It also offers a call center, customer service automation, and public knowledge base as well.||It involves leads, accounts, opportunities, quotes, and contacts. Additionally, it offers contacts, products, price books, campaigns, and contacts.|
|The sole objective of Service Cloud is to make customer support as efficient and productive as possible. It allows better control and transparency for the supervisors and reveals in-depth performance insights.||The sole objective of the Sales Cloud is to offer a robust framework that can help transform the procedures, groups, and clients in one place, to make the sales process more effective.|
|It effectively executes Salesforce knowledge.||It effectively puts marketing and Sales into execution.|
|Service Cloud offers everything available in Sales Cloud, while it provides some add-on features.||Sales Cloud allows your open cases and links them with accounts and contacts.|
|If you want to provide some services and support to your customers, it falls under Service Cloud. Customers can document their issues in these cases instead of calling customer care.||If you develop a Sales product in force.com, it falls under the Sales Cloud. For example, leads, accounts, and contacts.|
|Service Cloud offers adequate customer assistance and support to the customers. It enables organizations to provide exceptional client experience with the help of efficient tools.||Sales Cloud is a brilliant solution for value-oriented sales groups. Organizations can seamlessly deploy it to improve their sales and marketing efforts.|
Sales Cloud or Service Cloud: Which is one to Choose?
Sales Cloud is an ideal solution for sales-centric organizations whereas the Service Cloud is more suitable for consumer-centric organizations.
However, if your organization wants both Service and Sales Support, and has a common customer base, then you can opt for a combined package.
For organizations with matured customer service and sales departments, we would recommend selecting a Service + Sales package. It enables you to avail yourself of the advantage of sharing the shared customer base of both departments.
However, here cost plays an important role while making the decision, as the Service + Sales package may cost an extra $25 for each user, which is quite higher if compared with buying Service Cloud and Sales Cloud separately.
If an organization runs both customer service and sales functions, it may tempt to purchase Service Cloud for their Sales and Customer Services teams, as it offers all the features of Sales Cloud.
In such a scenario, we will not recommend selecting Service Cloud for sales team, as it might be sensible only in specific use cases only, and the Sales team will not require extra add-ons and features offered by the Sales Cloud.
The final decision to select the suitable Salesforce cloud platform depends on your business requirements, do make a thorough assessment of your business requirements, and select the right module for your business.
Salesforce Cloud services are transforming the way organizations used to sell their products and serve their customers. Sales Cloud and Service Cloud are two vital Salesforce offerings and the basic difference between them is their functionality.
The Sales Cloud is aimed at first-time meetings with potential clients. The primary objective of Sales Cloud is profit maximization, it does little to bring about customer satisfaction and improve customer experience on its own.
Whereas the Service Cloud manages the incidences to engage the customer and improve their experience. It is equipped with features to escalate customer queries until they are directed to the relevant personnel, find the solution, and efficiently channel the feedback to the customer. If it is done correctly, it should enhance the customer satisfaction levels and bring excellent service delivery.
Having proved their abilities, both the modules are valuable for organizations. Businesses can use either of them or can implement a combination of both modules to avail themselves of their unprecedented advantages.
If you are in a dilemma, then please get in touch with our Salesforce experts. We will help you in narrowing your selection by thoroughly understanding your business requirements. We will keep the useful features intact while eliminating the unwanted features exclusively. We offer Salesforce consulting, implementation, improvement, and migration services.
FAQs for Salesforce Sales Cloud & Service Cloud
- What types of Clouds are offered in Salesforce CRM?
The Salesforce CRM offers various cloud platforms such as :
1. Data Cloud
2. Analytics Cloud
3. Service Cloud
4. Sales Cloud
5. Marketing Cloud
6. Commerce Cloud
- What is the difference between Service and Sales?
Sales is consisting of activities with the sole objective of increasing the selling of products to generate profit. A service, on the other hand, focused on supporting new and existing consumers with the product they are using. The primary objective of Service is to enhance customer satisfaction.
- What Functions are included in Service Cloud but not in Sales Cloud?
Service Cloud includes Accounts, Cases, Contacts, and Solutions. It also offers features such as Web-to-case, Self-Service portal, Public Knowledge Base, Call Center, and customer service automation as well.
- When should we use Salesforce Service Cloud?
You must use the Service cloud when are planning to deliver exceptional services to your consumers. You can opt for Service Cloud if your organization is looking for a comprehensive service management platform.
- How does Salesforce organize data?
Salesforce organizes the data into objects and records. Objects could be considered like a tab on a spreadsheet, whereas the record is a unique and single row of data. Users can access the objects from the navigation bar, then any record could be selected. Further information could be drilled into a specific contact, opportunity, account, or any other record.
- What do you understand by Lightning’s experience in Salesforce?
Lightning Experience is an innovative and modern user interface that can assist your sales representatives to increase their sales, while it assists service representatives to support customers efficiently. Lightning Experience offers many novel features and reformed pages. However, not all the Salesforce features are supported in the Lightning Experience.