Table of Contents:
Salesforce Service Cloud caters to the service module that focuses on Customer Service and leads to customer success with the help of its service tools.
The Service Cloud helps businesses with the help of its essential Case Management, features like ideas, questions and answers, live chat for customers and support agent interaction.
It helps in retaining customers, increasing their satisfaction and loyalty.
Business goals achieved by Service Cloud include:
Some of the important features of the Salesforce Service Cloud include:
Salesforce Sales Cloud is implemented to increase the productivity of the sales team.
It helps the business in finding leads and potential customers, closing deals faster, effective lead management, standardized quoting and pricing capabilities, providing easy access to the customer details, as well as forecasting.
It provides both account information of the customer as well as the information gathered from social media platforms. When the companies have proper information about the product as well as the customer, they can judge the potential of the Sales lead and close the sales deals faster.
Business goals achieved with the use of Sales Cloud include:
The Sales Cloud makes it easy for the brands to connect with their customers and helps them understand and anticipate their customers’ unique sense of needs and preferences.
This helps them deliver a seamless and efficient experience in the sales process that includes lead nurturing campaigns to intuitive deal tracking.
Features Included in Sales Cloud vs Service Cloud:
|Service Cloud Features:||Sales Cloud Features:|
|Service Entitlements||Leads, Opportunities|
|Service-level Agreements||Accounts, Contacts, Dashboards, Reports.|
|Service Cloud console||Tasks, Activities, Calendars, Events, Products, Assets, Quotes, Forecasts, Territory Management|
|Visual SLA Timelines||Visual Workflow|
|Add-On: Live Agent||Add-On: Knowledge Base|
|Omnichannel Routing||Public Knowledge & Self-service portal|
|Web-to-case||Custom Apps, Tabs, and Objects, Cases, Solutions.|
|CTI Integration||CTI Integration|
|Add-On: Live Messaging||Add-on: Service Cloud Portal|
|Service Cloud||Sales Cloud|
|The primary objective of the Salesforce Service Cloud is to make customer support as productive as possible. It permits better transparency and control for the supervisors and uncovers performance insights.||The primary objective of the Salesforce Sales Cloud is to provide a framework that can help modify the procedures, clients and the group in one place, in order to make sales more efficient.|
|A Service Cloud license does not help users to access features such as Territory Management, Quotes, Sales Contracts, Opportunity Splits, and Advanced Forecasting||A Sales Cloud license does not provide access to features like Entitlements, Work Orders, Employee Work Orders, Service Contracts, and Omni Channel|
|Service Cloud refers to the service module in Salesforce. It is designed to allow the users to support past, current, and future clients’ requests for assistance with a product, service, and billing.||Sales Cloud, on the other hand, is referred to as the sales module in Salesforce. It is designed to be a start-to-end set up for the entire sales process and helps in generating revenue.|
|Service Cloud offers to deliver faster, productive and intelligent onsite support by connecting the entire workforce.||Sales Cloud automates quoting, billing, contracting and ordering processes for faster and cleaner proposals.|
|Service Cloud provides Customer Support to the clients and gives the users access to tools that help them provide a better customer experience.||Sales Cloud focuses more on small and value-oriented mid-sized sales groups that can want to deploy Salesforce quickly and efficiently at a low cost.|
|Service Cloud revolves around Customer Service and enables a 360-degree view of the customers.||Sales Cloud helps users Streamline Workflows, automate service processes and highlight articles topics and helps in enhancing and transforming the agent experience|
These include the Professional Edition, Enterprise Editions, and Unlimited Edition:
While the Professional Edition provides basic functionality, it allows the users to create limited customized UI pages on Visualforce, and standard automation (eg. assignment, escalation, auto-response rules).
The Enterprise Edition provides additional features, including custom automation, improved Visualforce Functionality, integration access, generally increased limits, and additional customization features.
The unlimited Edition is an extension of the Enterprise Edition and includes more storage space, premier support, more objects, increased API limits, and so on.
Some of the major differences between the Service Cloud and the Sales Cloud are limits between one of the three editions.
The Salesforce Service and Sales Cloud can cost around $75 for the Professional Edition, $150 for the Enterprise Edition, and $300 for the Unlimited Edition.
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