Sales Cloud and Service Cloud
Cloud Computing

Difference Between Salesforce Sales Cloud and Service Cloud

When a company is registered with Salesforce, they offer two module options: Salesforce Sales Cloud and Salesforce Service Cloud. There are some essential differences between the service cloud and sales cloud. Therefore, before making a decision and choosing among these two. You must know the essential differences between the sales cloud and service cloud

Sales Cloud Vs Service Cloud

With Salesforce Service Cloud, users tend to be more service-focused. Service Cloud helps companies to increase customer satisfaction, something that can be increased by up to 32%. While Sales Cloud is most useful for businesses that focus on finding leads, opportunities, and sales.

Specifically, Sales Cloud refers to the “sales” module and includes features specifically designed to work with:

  • Accounts, contacts
  • Leads, Opportunities
  • Reports, dashboards
  • Tasks, Activities
  • Products, Assets, Quotes
  • Calendars, Events
  • Forecasts, Territorial Management
  • Custom apps and tabs
  • Self-service portal
  • Information sharing communities
  • CTI integration (more focused on service)
  • Cases, Solutions
  • Visual workflow
  • Add-On: Knowledge Base
  • Add-On: Service Cloud Portal

Service Cloud, on the other hand, includes everything that Sales Cloud does, adding a few extras:

  • Service Cloud Console
  • CTI integration
  • Service rights
  • Timelines
  • Service Level Agreements
  • Add-On: Live Agent
  • Omni-channel routing
  • Add-On: Live Messaging

Please note that the plugins mentioned above for each module require additional licenses. Understanding that add-ons help in creating a more complete system to optimize service-based businesses, increase the precision, connect with professionals and ensure better customer service.

How to Gain a Better Understanding of the Customer with Salesforce Service Cloud?

Organizations can better understand their customers by using the Salesforce Service Cloud. Some of the functionalities and characteristics of Service Cloud are.

  • Service Cloud provides a 360-degree view of customers and makes it easier to offer smarter, faster and more personalized services.
  • With Service Cloud, you can automate service processes, optimize workflows to transform the business agent experience.
  • Salesforce Service Cloud can make an individual connection to each customer, through multiple channels on any device.
  • Service Cloud offers users the ability to provide instant, personalized support via phone, email, chat, and LiveMessage.
  • Salesforce Service Cloud provides access to a complete view of team performance with dashboards and recommendations. It also includes a pre-created customer service dashboard, which provides a very useful real-time view for the entire customer service team.

Salesforce Service Cloud works to drive the efficiency of an organization and increase customer satisfaction. By providing easy access to self-help capabilities and streamlining all service interactions. 

Both the Salesforce Service Cloud and the Salesforce Sales Cloud were created to support and improve business results. But when it comes to choosing between the two, you must know the differences.

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