The huge overlap between Sales Cloud and Service Cloud makes it easy to mistake one for the other, but there’s a reason Salesforce created two different modules. They have different thrusts that make them appropriate for different kinds of businesses. By choosing a module that’s most appropriate for your enterprise, you can make the most of the Salesforce platform.
As a Salesforce Consulting Partner, eVerge Group guides each client in choosing the best solutions for their needs. We have outlined the key differences between Sales Cloud and Service Cloud below to help you get started.
The main difference between these two is their focus. Sales Cloud is designed mainly to generate sales, whereas Service Cloud is designed to manage customer service as the names hint at. Although they both improve efficiency and customer communications, the Sales Cloud is meant to nurture leads and close deals, and the latter is used to assist past, current, and future customers.
Sales Cloud’s functionalities make the sales representative’s life easy. The sales rep has various channels to employ when talking with a prospective client. Sales Cloud offers them a wealth of information about the customer (like contact details and accounts), so they are better placed to generate leads and sell. Meanwhile, sales managers use the sales performance data generated by Sales Cloud to identify skills gaps among their sales reps.
Service Cloud’s functionalities are geared towards customer service management. Take the Service Cloud Knowledge Bases, for instance. These serve as a reservoir of information frequently asked by customers, so agents don’t need to scour individual folders — they have prepared answers to the most common questions. And for customer service managers, Service Cloud generates performance data for training and upskilling.
The features of these two modules reflect their distinct focus. Some unique features of Sales Cloud include:
These features are indispensable in sales operations, and you won’t be able to find them on Service Cloud.
Meanwhile, some unique Service Cloud features include:
To summarize, Sales Cloud is the ideal Salesforce module for companies that are product-centric and seeking ways to meet sales numbers. They have a greater need for solutions that can turn leads to accounts.
On the other hand, Service Cloud is ideal for service-centric businesses, like call center enterprises, whose day-to-day operations revolve around keeping existing customers happy.
Although Sales Cloud and Service Cloud have different purposes, it isn’t always a question of which is better for your business. Some enterprises need both, like subscription services who are both service and product-centered. And others need a different platform altogether! Before committing to a Salesforce module, it’s vital to consult a Salesforce partner.
eVerge Group has been at the forefront of Salesforce solutions for various industries. To date, we have helped countless companies determine the right module, implement them and, consequently, put them on track for greater success.
We want to see that happen for you and your business as well. Talk to our representative today, and let us help you identify the right Salesforce solution.