Key differences between Sales Cloud vs Service Cloud

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Key differences between Sales Cloud vs Service Cloud

Posted by: Tom
Category: News

The core Salesforce Platform is home to both the Sales Cloud and the Service Cloud. While both share some of the same basic features the two are also very different. For example, the customer is the common theme across both platforms, which each allow you to better manage the way you work with organisations and the contacts that you have within them. While Sales Cloud is aimed at sales reps and Service Cloud at service agents and managers, there are also some basic case management features that both share. However, while there are some obvious similarities between these two it’s the differences that make the options more distinct.

Service Cloud key features

  • Effective case management tools. Being able to automatically handle incoming Cases is one of the key features of Service Cloud – and vital to ensuring service agents and managers don’t miss anything. This includes everything, from auto response emails to customers to ensuring that a ticket ends up with the right team thanks to pre-assigned rules. There are extensive features when it comes to handling incoming emails (e.g. automatic syncing that avoids the need for manual monitoring) and Entitlements and Milestones to help ensure Cases always receive the right level of attention.
  • Tailored customer service. In Service Cloud, customer support goes beyond Cases, taking this to an omni-channel level. This means all of your support channels are connected and your agents are working from one consistent place. From SMS support to Live Chat that can be integrated on any page, not just Salesforce pages, there are lots of strong features.
  • Options for self-service. Customers can access a range of self-service options via the Service Cloud, from chatbots to Knowledge Base, where you can supply quickly accessible answers and vital information that customers can access under their own steam.

Sales Cloud key features

  • Effective lead management. Sales is all about effectively nurturing leads and Sales Cloud is set up to enable you to do just this. Use Lead Assignment Rules to automatically assign leads to the right teams and people, for example, or employ auto-response for automated follow up for eligible leads. You can also use the Paths function to help coach sales team members, adding customised Guidance for Success to show how to move a lead further down the Path.
  • Improving opportunity management. There are a number of features that allow a business to do more with actual qualified potential sales. For example, you can define sales processes that are aligned with the sales methodology of the business and use Paths to help guide your team. The Forecasting feature also provides managers with tools to gain more perspective on performance and projections when it comes to the team too.
  • Simplifying quotes. The Quotes feature in Sales Cloud provides templates to make it easier to build complex quotes and enable customisation for complex product configurations.

Both Sales Cloud and Service Cloud offer a range of distinct business benefits. The right one for you will depend on what you’re looking to achieve with your Salesforce investment.