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What is the difference between sales cloud and service cloud? Things begin to get confusing when it comes down to choosing a CRM that will work best for you. You only want to go for essential features that will not waste your dollars. On the other hand, some features might be so similar that you do not know whether you pay for the same service more than once. You may also have had prior experience with hidden charges, so this time you want to be prudent.
In this article, we do a sales cloud vs. services cloud comparison – two Salesforce cloud solutions that are usually confounding for many people.
Just from their names, it is easy to tell that Sales Cloud is ideal if you are looking for a CRM to help you better manage your leads. On the other hand, Services Cloud helps you better manage your services or products.
These two have a lot of similarities, though. By the end of this article, you should be able to what is the difference between sales cloud and service cloud, decide which one you need, or even whether you need both.
Built to make sales teams more efficient, Sales Cloud makes it possible to see all your customer information in one place. It also helps you automate daily and mundane tasks, freeing your sales team to focus on core responsibilities that can generate leads. You can also more easily forecast sales.
This is Salesforce’s customer support solution. It is excellent for customer service, allowing you to manage your customers’ information and communication. You can easily personalize and automate customer service.
For example, you can create self-help customer support systems where your customers can instantly get responses from knowledge articles and community members, as well as AI-powered chatbots.
You can integrate Services Cloud with all the platforms where your customers are – WhatsApp, Messenger, and SMS, among others. This way, you will not miss any queries, comments, or complaints.
Being able to tell what is the difference between sales cloud and service cloud requires an understanding of the features and then using the features to tell where each is needed. The comparison below is done based on aspects like features, pricing, licenses, and certifications:
Below is a table that compares the solutions mentioned above based on their features:
|Sales Cloud||Services Cloud|
|Social Accounts and Contacts||Lightning Service Console|
|Opportunities and Quotes||Workflow and Approvals|
|Mobile App||Case Management|
As you can see, both Sales and Services Cloud have similar features like automation and tracking customers or leads through the sales or customer cycles. However, if you are looking for specific features like creating knowledge bases, then go for Services Cloud. However, if you are looking to get customer insights from social platforms, then go for the Sales cloud.
It is important to note that the above features are by no means conclusive. Visit the Salesforce Sales Cloud official site for features or the Services Cloud official site for a more in-depth look at features.
Each of these solutions has different pricing packages, based on the number of users and whether it is customized for your business. Each of the packages costs the same for both Sales and Services. The table below summarizes the pricing packages:
|Essentials||up to 10 users|
|Professional||any number of users|
|Enterprise||customizable for your business|
|Unlimited||customizable for your business, unlimited CRM power and support|
Licenses simply refer to the levels of access that users have with regards to the Salesforce platform. However, this only applies to users with the Enterprise or Unlimited plans.
Of importance here, as you seek to understand what is the difference between sales cloud and service cloud, is knowing how many users on your team need access, as it can see your Salesforce costs go through the roof. For Enterprise, the license is $1800 per user annually. The Enterprise licenses give special access to custom apps developed within your organization’s Salesforce instance.
On the other hand, for users who can access the entire Sales Cloud or Services Cloud platform, you only need to pay $300 per user annually.
Knowing what is the difference between sales cloud and service cloud is very critical as it enables you to customize your salesforce experience according to your needs. We have looked at the features each solution offers and how they can help meet your business needs. Both are powerful tools that ought to feature in your Salesforce portfolio in budget allows. Talk to us if you need help with your Salesforce org.