Salesforce: Sales Cloud vs Service Cloud
Salesforce is a cloud-based CRM software that helps businesses to find leads, close more deals and create customer loyalty with its amazing services. It offers a wide range of tools to connect with customers, partners and potential customers.
When you sign up for Salesforce you get two main cloud modules to choose from–Sales Cloud and Service Cloud.
Sales Cloud enables businesses to focus on sales elevation and it is highly helpful for companies who are focused on generating more leads and finding more opportunities and sales. Service Cloud on the hand is focused on services and cases and helps companies to sell their products and services better. While they are built on the core Salesforce platform, they both are unique and serve unique purposes. Hence, there are a lot of queries on Sales Cloud vs Service Cloud.
This blog talks about what is sales cloud and service cloud, their differences and how they help.
What is Sales Cloud?
Sales Cloud is one of the major products of Salesforce which is designed for automation, management and sales analysis processes. It is, thus, useful for both sales managers and representatives.
The sales cloud builds the strategies for sales managers and handles them from a single system. It also helps the sales managers in assessing and monitoring the sales representatives, finding their strengths and weaknesses, reviewing their performance data, etc. This allows the managers to enhance the entire sales department's performance and deal with challenges like disconnected process alignment.
For sales representatives, it offers systematic and structured customer communication from different channels like emails, social media, customer service portals, etc. The large-scale automation capacity of Sales Cloud helps the representatives with a lot of routine tasks like maintaining customer records, drafting contracts, managing pricing data, etc
Features of Sales Cloud
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Lead Management: You can manage, track leads and create personalized campaigns to generate more leads.
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Opportunity Management: The potential sales are considered as opportunities and Sales Cloud helps sales reps through every step after identifying potential clients. Reporting and monitoring pipelines, and forecasting for greater visibility into projections and performance are all managed by Sales Cloud.
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Reports: Tracks reports, identifies strengths and weaknesses of the business and helps manage and analyse the dashboards or reports from anywhere.
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Quote management: A lot of businesses require building complex quotes. Sales Cloud’s quote-building feature allows adding products, prices, quantity, discounts, etc to generate multiple quotes that allow sales reps to negotiate.
What is Service Cloud?
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Case Management Tools: Service Cloud automatically handles incoming cases ensuring that nothing is missed. It automatically sends an auto-response email acknowledging the issue, to a new customer and raises the ticket to the right team.
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Customer support channels: The service cloud offers omnichannel support to provide consistent support to customers and assigns incoming cases based on the agent's capacity after checking their workload. It also allows you to check the agent’s performance to help increase efficiency.
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Assisting sales reps: It puts productivity tools like ready-to-use templates, macros, etc at the fingertips of agents and also helps them by recommending actions and guiding them through the entire process.
Shared features
The above features are unique to each tool. While having said that, everything is directed towards increasing company growth and helping out managers and sales reps. These below-mentioned features are some of the common features in both the tools
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Account and Contact management: The common thread between all services and sales are the customers and Salesforce manages all the key accounts and contacts within one account which are shared both by Sales and Service Cloud.
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Basic Case Management: While it seems that the sales cloud offers no customer service features, it does offer some basic features of case management to keep the existing clients happy and attract sales. It offers visibility into customer support issues and provides services to retain existing clients.
Comparative analysis
Cloud |
Service Cloud |
| Sales Cloud is for the sales module of Salesforce and involves accounts, contacts, opportunities, leads, quotes, etc. |
Service Cloud is for the service module of Salesforce and involves customer services, contacts, accounts, cases and their solutions, etc.
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| It has features like web-to-lead which assists in converting online leads into prospective clients using auto-assist features.
|
It has features like web-to-case and self-service portals along with public knowledge base, customer service automation and the call centre as well. |
| It puts marketing and sales efforts into action. |
It executes Salesforce knowledge. |
| Enables linking several cases with accounts and contacts. |
It covers everything from Sales Cloud along with some more added features to help in providing excellent customers services. |
| It is highly productive and an excellent solution for small value oriented sale group. |
It assists in providing customer assistance and client support using several in-built tools. |
Differences: Sales Cloud vs Service Cloud
By now, you definitely know a lot about these two. Let’s understand how these two differ from each other at their core.
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While Sales Cloud helps in generating leads and converting them, Service Cloud is more inclined towards providing after-sale services.
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Sales Cloud helps in excellent market forecasting, creating new campaigns, finding opportunities and handling existing clients. Service Cloud helps in enhancing customer experience, optimising workflows, providing hands-on support to clients and automating service processes.
- Service Cloud is an add-on to Sales Cloud and comprises features like milestones.
- Service Cloud comes with a console that enables users to view 2 help desk tickets simultaneously and that sets it apart from Sales Cloud
- You get Sales Cloud functionality by default with service cloud pricing
When to choose what
If you are a customer-centric business you need Service Cloud and if you are a sales-centric business you need Sales Cloud. Service cloud covers all the features of Sales Cloud and many other tools. So, if you are looking for a cost-effective solution you can go for Service Cloud.
For companies with requirements of both sales and service tools, a Sales and Service cloud package is a better option.
This blog was aimed at answering the Sales Cloud vs Service Cloud questions. Regardless of anything, both these tools are highly effective in optimising and automating two major business aspects. Hopefully, we were able to summarise the Sales service cloud and sales cloud for you. If you still need to know about these can help you and your business, you can schedule a consultation call with InfusAi and understand them and their suitability for your company.
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