Implementing Salesforce services to your organization is the most fitting move you will make, especially if your company focuses on opportunities, leads and sales. Primarily, when you sign up for Salesforce, you have the option to choose from two modules - Sales Cloud and Service Cloud. For a startup, small business and SME determining whether or not they need Sales Cloud or Service Cloud can be overwhelming. Evaluating the implementation cost of these Salesforce services is a great place to start to ease that decision.
One of the perks of Salesforce Service Cloud is that it provides integration to multiple sources of communication with customers. It helps customers service agents to serve their customers at a faster rate by offering all the communication channels within the UI. Creating and managing knowledge bases is another helpful lead for customer service agents. Knowledge bases act as a source of information that is frequently requested by customers. It not only reduces response time but also assists in training a new customer service agent faster. help you make that decision. Keeping that in mind, let’s get started.
We can admit that there is a certain amount of overlap between the Sales Cloud and Service Cloud. The fact that both Sales Cloud and Customer Service Cloud have identical objects like Leads, Accounts, Contacts, Opportunities, and Cases is proof of that. However, there are significant differences between these two Salesforce products, outlined in this article. Needless to say, your company can benefit from either product. Once you figure out the Salesforce product that would satisfy your needs adequately, things will be smoother going forward.
Key differences between Service Cloud and Sales Cloud
In a nutshell, Sales Cloud is intended to support companies that sell products or services whereas, the main motive of Service Cloud is to make a company's customer support as productive as could be under every condition. Despite overlapping on many features both of these modules are responsible for producing different opportunities. We recommend you go through this list of specific features each module has for specific roles and organizations.
- Leads and Opportunities
- Accounts and Contacts
- Reports and Dashboards
- Products, Quotes, and Assets
- Activities and Tasks
- Events and Calendars
- Territory Management and Forecasts
- Custom Applications, Objects, and Tabs
- Self-Service Portal
- CTI Integration
- Public Knowledge (through Communities)
- Cases and Solutions.
- Knowledge Base
- Visual Workflow
- Service Cloud Portal
- Service Entitlements
- Service Cloud Console
- Visual SLA Timelines
- Service Level Agreements
- Live Agent
- CTI Integration
- Omnichannel Routing
- Add-On: Live Messaging
- Live Messaging
Understanding Sales Cloud and Service Cloud
Both standard modules are available in all editions of Salesforce. But each has its use case to serve separate business processes. Sales Cloud provides Web-to-lead functionality, whereas Service Cloud provides Web-to-case functionality to its customers. Which means Sales Cloud is more suitable for businesses who are focused on leads, opportunities, and sales. Whereas Service Cloud helps companies that sell services or products, and its users are more inclined towards service and cases.
Sales Cloud refers to the "sales" module in SFDC. It provides features such as Web-to-lead to help lead capture with auto-response rules. It involves Contacts, Leads, Opportunities, Accounts, Contacts, Products, Quotes, and Campaigns. Sales Cloud is intended to be a complete structure for the entire sales process to help generate revenue. It basically caters a sales solution which increases the sales team’s productivity.
Sales Cloud Implementation will benefit a company in the following ways:
- Help its customers find leads, therefore, they will close deals faster.
- Effectively manages leads which include the following processes- Lead assignment, Productive campaign, Managing campaign members, Opportunity and Product management.
- Improve standardised quoting and pricing capability.
- Provide easy access to all customer details in one place.
Service Cloud refers to "service" that relates to the "customer service" module in Salesforce Ecosystem. It is more focused on Accounts, Contacts, Cases, and Solutions. Sales Cloud also contains features such as the Public Knowledge Base, Web-to-case, Call Center, as well as customer service automation. It is designed to help its customers support their clients' requests for support with any of their product, service, etc.
Service cloud serves an insightful service module that has everything to do with Customer Service. It motivates service agents in accelerating the success of customers with smarter and faster service tools.
Other than that, Service Cloud Implementation can benefit a company in the following ways:
- Essential Case Management which involves case assignment and case escalation.
- Knowledge-base capabilities which provide information sharing between clients and their customers.
- Additional features like ideas, questions and answers which facilitates Customer Collaboration.
- Live chat feature on the platform for initiating interaction between customer and service agent.
Benefit of Service Cloud
Service Cloud is proven to improve customer retention rates and ensure that a company is identified for caring about customers issues. Therefore, it can be a strategically important tool for customer service agents, managers and Salesforce consulting companies.
For customer service agents
One of the perks of Salesforce Service Cloud is that it provides integration to multiple sources of communication with customers. It helps customers service agents to serve their customers at a faster rate by offering all the communication channels within the UI. Creating and managing knowledge bases is another helpful lead for customer service agents. Knowledge bases act as a source of information that is frequently requested by customers. It not only reduces response time but also assists in training a new customer service agent faster.
For customer service managers
Service Cloud fulfils the opportunity to establish customer service processes and maintain them within the Service Cloud user interface. In addition to that, it allows customer service managers to examine the performance of customer service reps. It helps to identify the growth areas of employees and plan training accordingly.
Benefit of Sales Cloud
Salesforce Sales Cloud is dedicated to the management, automation, and analysis of sales processes. Sales reps and sales managers can utilise its functionality to perform the tasks of different scales, more efficiently.
For sales reps
Salesforce Sales Cloud also provides effective communication with customers through many sources such as customer service portal, social media, email, etc. Its automation feature helps sales reps perform repetitive tasks like maintaining records, drafting contracts and pricing data. Time saved up from automating these tasks can be further utilized for nurturing leads and gaining prospects. It also provides integration with a customer's website and social media accounts that help to gain more insight on contacts and satisfy their needs precisely.
For sales managers
Sales Cloud provides sales managers with the ability to create a sales strategy and manage it within the system. It also let them control and assess sales reps through the performance data. They can identify sales reps’ strengths and gaps, thus improving the performance of the entire sales team.
Which one do you choose?
When it comes to choosing between Service Cloud or Sales Cloud, you should keep in mind the above features and benefits each one comes with. Rest assured, both are intended to sell your products and services and provide support services to your customers. So concluding what's best for you depends on the type of business you are in and its needs. On top of choosing the product, you also need to choose the edition that fulfils your requirements best and a Salesforce business consultant to implement and customize the selected service.