Sales Cloud vs. Service Cloud – Choose Your Salesforce Tool

Both tools, Sales Cloud and Service Cloud are designed by Salesforce to improve customer experience and improve their journey. You can either choose from the above two or combine both to get a complete view of customers. So, let's learn them both to simplify decision-making. 

For over 20 years, Salesforce boasts offering cloud services to the market leaders to help transform their business. Sales Cloud 360 is an efficient tool that connects you to your team to market the services, commerce, and more with the market-leading analytics and intelligent capabilities. 

Here, Service Cloud gives the agents a holistic view of each customer, no matter how they are working. With the help of integrated support channels and the AI, you can scale and optimize services.

You see, both have the ability to escalate your business in their way, so it becomes hard for the newbie to pick among the cloud services.

Understanding the Salesforce Tools 

Sales Cloud 

A tool that you need for closing deals and build deeper relationships with your customer. Its a perfect customer management solution offered by the Salesforce for whatever phase of growth your company is in. 

Not just close more deals, you can build your own lead generating machine to improve conversion rate & grow revenue. The actional insight of powerful CRM can help you in decision-making. So, with Sales Cloud, you can do - 

  • Account and Contact Management.
  • Opportunity Management.
  • Lead Management.
  • Get the most accurate Data.
  • Turn mobile devices into a portable sales office.
  • Visual Workflows and Flexible Approvals to automate business and drive success.
  • Easily sync and share files.
  • Fast, easy, and accurate sales forecasting. 

Service Cloud 

Service Cloud leverage the capabilities of Artificial Intelligence and channels like phone, messaging, and chat directly into the agent workspace.

An agent workspace is designed for agents to seamlessly handle cases on a single screen. The dashboard gives the agents the capability to automate tasks, prepopulate case files, enable cross-functional collaboration directly in the workspace to deliver recommendations, and solve cases faster.

The Service Cloud Dashboard personalizes every talk. Agents get a complete 360-degree view of the customer by connecting data across departments and back-end systems.

The agents can personalize their workspace by only putting the information they need in front and center. The dashboard leverages the agents to build a custom page layout for any use case with drag and drop UI and pre-built/custom components. 

Other than that, you get -

Case Management for easy access to the detailed history of each case and customer interaction to resolve faster. 

Knowledge Management, which recommends articles and optimized article search for agent productivity and quick case resolution.

Service Process Automation to automate the repetitive business processes with simplicity.

Omni Channel Routing automatically matches cases from channels to the right agent based on the skill set and expertise. 

Service Analytics within the prebuilt dashboard lets you monitor agent performance, key KPIs, and channel usage from anywhere.

Call Center Management And CTI Integration with AI-powered productivity tools so that you quickly solve phone cases faster than ever.

Asset and Order Management allow you to quickly track and manage orders with just a click. 

Sales Cloud vs. Service Cloud 

Where Sales Cloud aims to grow your sales faster, service Cloud work on building trusted customer experiences. Salesforce Service Cloud makes one-to-one with every customer, across multiple channels on any device. 

Sales Cloud empowers sales teams with integrated onboarding training and coaching, which helps in closing deals faster with the help of forecasting tools, lead management, and the ability to configure, price, and quote every deal. 

Unlike Sales, Service Cloud helps teams work faster using intelligent productivity tools no matter where they are. It also routes the customer to knowledgable articles, account information, and community members to support and scale your efforts. 

The Sales Cloud model is the most recognized and best-fit CRM for the sales organization of any size. Salesforce has dedicated various pricing models as per the business model and size. 

Salesforce Service Cloud also offers different pricing models from out-of-the-box to fully customizable, which is the best solution for the customers. Both the Service Cloud and Sales Cloud pricing range starts from $25 to $300. 

In the Nutshell -

Now that you know the functioning of both Service and Sales Cloud, you can evaluate the kind of tool you want to integrate into your organization. Whether you need to scale in customer experience or enhance sales, salesforce has a solution for both problems. In order to evaluate your organization requirement, you can consult with a salesforce consulting USA. 

Besides choosing the relevant Salesforce CRM, you will have to choose the edition that suits your purpose best and becomes the real driver for your business instead of becoming an expensive burden. So, it's time to choose!

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