February 15, 2023

Salesforce Sales Cloud vs Service Cloud – Key Differences You Need To Know

In Sales Cloud
By Mikael Petersson
If you're looking for a new CRM platform to help you manage your sales team, there are two options that you should consider: Salesforce Sales Cloud and Service Cloud. Both offer robust functionality to help you manage your sales leads, track performance, and more. But which one is best for you? In this article, we'll compare Sales Cloud Vs. Service Cloud Salesforce you can decide which one is the best fit for your business.

Sales Cloud vs. Service Cloud: What are They For?

Salesforce Sales Cloud and Salesforce Service Cloud are built on the same core platform but are unique in their own ways: They're designed to support different users with different goals.
Sales Cloud is built on the Salesforce Platform and focuses on helping sales reps, and managers acquire new accounts, close deals, and manage their sales funnel.
Service Cloud is built on the Salesforce Platform but is geared towards helping service agents and managers deliver top-notch customer service. Like Sales Cloud is geared towards sales reps and managers, Service Cloud is geared towards agents and managers. Key functionality helps you improve customer experience and manage customer service issues in line with your company's processes and SLAs.

When Would You Choose Sales Cloud vs. Service Cloud?

When trying to choose between these two products, it's important to consider the key difference: Sales Cloud is designed to help you manage your sales pipeline, while Service Cloud helps manage customer support. So if you're interested in using a single platform for both sales and customer service, then you'll want to choose the Service Cloud. On the other hand, if you want a more streamlined approach to managing your sales pipeline alone, then go with Sales Cloud.

Key Differences between Sales Cloud vs. Service Cloud

Service Cloud and Sales Cloud have different focuses: Service Cloud helps support agents provide excellent customer service and resolve issues before they become a problem, while Sales Cloud streamlines sales and marketing efforts.
Sales Cloud
  • Contact and Lead Management

    Salesforce's Sales Cloud contact management software gives you access to all the information you need to close the sale. You can see a complete picture of your customers and gather insights on how to engage with them to help you close more deals.

    When you use Salesforce, you can measure and track the impact of your marketing efforts on your sales pipeline. The lead management system allows you to convert more leads into opportunities and win more deals.

  • Opportunity Management

    Use Salesforce to manage all your sales deals, so you can stay connected to the people and information you need to close every sale.

  • Quotes

    Sales Cloud has helpful functionality for quoting complex deals. Basic Sales Cloud quote building allows you to add products, their quantity, pricing, and discounts. A single opportunity can have multiple quotes if your sales rep negotiates the deal. You can add products to opportunities if you don't need formal quotes.

  • Mobile Optimization

    Salesforce turns your mobile device into a portable sales office. You can log calls, respond to hot leads and work opportunities, or check dashboards from anywhere.

    Stay up to date with meetings, events, and account updates on the go. Join conference calls with a tap and take meeting notes while in motion. Access and update your CRM data anytime, even while offline.

  • Reports & Dashboards

    Track sales performance with real-time data. Use customizable dashboards, reporting tools, and forecasting reports to monitor your entire sales pipeline.

  • File Sharing & Syncing

    Sales Cloud makes sharing and collaborating on files easy by allowing you to publish the best and most relevant content and track it all in real-time. Quickly find what you're looking for from anywhere, on any device. Put all your files, content, and customer information in one place to make it easier than ever to find what you need.

  • Work Process Approvals

    Add automation to your business processes. Your users can focus on other tasks, and you can trust that each step is performed as needed. Salesforce offers tools to automate processes, including guided visual experiences, behind-the-scenes automation, and approval automation.

Service Cloud
  • Advanced Case Management Tools

    Case Management in Service Cloud enables agents to resolve customer support cases faster by keeping them connected with all the activity, answers, and information they need.

    1. Automatically assign cases to the right agents to resolve problems quickly. 
    2. Streamline your service processes by customizing Service Cloud to reflect your customer support and business processes, not the other way around. 
    3. See all of your customer interactions in one place.
    4. Send prewritten email responses using templates that can be edited for each individual contact.
  • More Customer Support Channels

    Service Cloud lets you provide customer support across multiple channels. You can respond to customers via email, a customer portal, online chat, or SMS! One of Service Cloud's key features is its Omni-Channel capability, which lets you connect all your support channels and give agents work in one consolidated place. Omni-Channel lets you assign incoming customer service issues based on agent capacity. The Omni-Channel Performance Dashboard will help you monitor agent performance so that you can maximize efficiency.

  • Self-Service Portal

    Build self-service portals and communities for more personalized support and happier customers. Help customers find answers fast, on their own terms and time frame.

  • Knowledge Management (Content)

    Maximize agent productivity by using the embedded knowledge base in the customer service console to quickly find the answers that customers need. Help customers help themselves by extending your knowledge base to customer service websites and mobile devices. Streamline your knowledge management process with KCSv5, the first verified knowledge management, and incident management solution on the market.

Additional found only in Service Cloud:
  • Service Cloud Console

    The Salesforce Service Console is the centralized interface in the Salesforce Service Cloud, an application devoted to customer service, support, and customer experience. The console lets agents view all relevant customer information related to a case or incident without switching back and forth between screens, enabling greater productivity.

    1. Service Entitlements

      Make sure you meet your customer's expectations by providing the level of support you promised them. Entitlement management allows you to define, enforce, and track customer service levels as part of your support management process.

    2. Service Level Agreements

      Service Cloud helps you manage your service-level agreements, which are commitments between you and your customers. Service Cloud lets you create contracts, entitlements, milestones, and assets.

    3. Visual SLA Timelines

      Entitlement Processes are used to configure Entitlements and Milestones.

    4. Chat Service

      Embed a chat window on your company website to help customers get quick answers to their questions. Include a pre-chat form to collect key information and customize the experience to match your branding.

    5. Customer Service

      Set up Social Customer Service to turn social network posts into cases or leads. Agents can reply to social network posts from the Service Console, so your company can join customer conversations where they’re happening.


    Sales Cloud vs. Service Cloud Comparison Table

    Purpose Manage leads Customer support solution
    Benefits Access customer information in one place Manage customers’ records and communication
    Automate the routine, and repetitive tasks Personalize and streamline customer service.
    Let the sales team focus on generating leads Create self-help systems for customer support
    Forecast sales more accurately Integrate Services Cloud with all the platforms where customers are, including WhatsApp, Messenger, and SMS.
    Features Sales Cloud’s social accounts and contacts Lightning Console
    Opportunities and Quotes Workflow and Approvals
    Mobile App Case Management
    Reports and Dashboards

    Can I Use Salesforce Sales Cloud and Salesforce Service Cloud Together?

    Yes, you can! Sales Cloud and Service Cloud are part of the same platform offered by the same software provider. They integrate seamlessly with each other and other Salesforce solutions, so you can increase efficiency for your sales and service processes.

    What Is the Difference Between the Sales Cloud Versus Service Cloud License?

    Sales Cloud and Service Cloud are both parts of the Salesforce platform, but they're licensed separately. Sales Cloud is a good starting point for sales teams, but Service Cloud is required to optimize a customer service workflow. While add-ons can be found in each platform, they're required to fully integrate the two solutions.

    Bottom Line

    What's the difference between Sales Cloud vs. Service Cloud Salesforce? It depends on how you use them. The Sales Cloud is an application in Salesforce that provides tools to help you generate revenue, like a start-to-end setup for the entire sales process and auto-response rules. The Service Cloud is another application that provides tools to help you keep your customers happy.

    How eClouds Experts Can Help?

    If you are looking for a Salesforce implementation partner, eClouds is the best option.

    We have more than 16 years of experience in Salesforce. eClouds is a leading Salesforce partner, providing full services to help your business grow. Our experts are certified, experienced, and ready to help you implement and manage the Salesforce platform in your organization. 

    We have extensive experience in Salesforce implementation and have executed various projects in various industries. Our team has worked with customers from different verticals and has gained deep insight into their unique business processes, which helps us to provide them with an optimal solution.

    In fact, eClouds.co rated 4.9 out of 5 in customer satisfaction based on reviews by Salesforce Community members and feedback gathered in project satisfaction surveys.



    Salesforce Product and Packaging Guide. Retrieved from Salesforce (n.d). https://www.salesforce.com/content/dam/web/en_us/www/documents/pricing/customer-success-pricing-packaging-guide.pdf

    How to select the right Salesforce edition. Retrieved from Salesforce (n.d). https://www.salesforce.com/content/dam/web/en_us/www/documents/pricing/DS_SalesCloud_EdCompare.pdf

    How to Select the Right Service Cloud Platform. Retrieved from Salesforce (n.d). https://www.salesforce.com/content/dam/web/en_us/www/documents/pricing/salesforce-service-cloud-pricing-editions.pdf

    Explore the Sales Cloud features that power sales. Retrieved from Salesforce (n.d). https://www.salesforce.com/ap/products/sales-cloud/features/

    Quotes. Retrieved from Salesforce (n.d.) https://help.salesforce.com/s/articleView?id=sf.quotes_overview.htm&type=5

    Automate Your Business Processes. Retrieved from Salesforce (n.d). https://help.salesforce.com/s/articleView?id=sf.extend_click_process.htm&type=5

    Scale service that customers love. Retrieved from Salesforce (n.d). https://www.salesforce.com/ap/products/service-cloud/overview/

    author avatar
    Mikael Petersson