Adresse: Nám. 14. října 1307/2 CZ-150 00 Prag Tschechische Republik

Telefone: +420 606638183


Sales Cloud vs Service Cloud - What are the Key Differences?

What are the functions that are included in Service Cloud and not in Sales Cloud?

Sales Cloud is an application aimed to improve sales and overall sales management in terms of finding new leads, working with them and the so-called account-based management which could include both new and existing customers. It also enables to work with opportunities, generate quotes and send them to customers.

Service Cloud, on the contrary works with actual clients only and is devoted primarily to customer service. For example in the cases when the customer faces some malfunction, or he/she has questions about an actual functionality,  or when he/she wants to raise some complaints - then the Service Cloud is the best app to work with. 

What is the difference between Sales Cloud and Service Cloud?

The Lead, the Opportunity and the Quote are the central objects around which the most activities are done in the Sales Cloud. In the Service Cloud - this is the Case. 

The Case is something which was created by the customer (question, complaint, etc.). The Case must be solved as soon as possible in the terms stated in the agreement with this customer.

Shared Features

Users of both applications have access to Accounts, Contacts, Opportunities and Activities and most important - to Cases. Why? The reason is that sales people need to have access to the information if their actual customer has opened a Case, what is the status of this Case and if it’s resolved or not. It’s truly important for the salesperson to know if their customers are facing some problems or not before they’re planning to negotiate some subject with them. In such a situation the salesperson is fully armed with the information on the Case status (like “in progress”) and its details and can find the right solution on how to treat the customer. 

On the contrary, a customer service agent who is working with the Service Cloud needs to know if there’s some open Opportunity with the customer. Or the Case which he had raised may have an impact on this already opened Opportunity which hypothetically might be harmful for the sales. Plus the sales agent may find a new Opportunity while communicating with the customer .

For example: A service agent talks to the customer about his broken refrigerator and finds out that he intends to buy a new oven which is one of the products that their company sells. The service agent creates a new Opportunity and passes it to the salesperson and lets him/her know about it. 

The core idea of Salesforce is to make all the participants of the customer’s interaction stay connected with each other, have the possibility to share the information so that they are fully informed either  about the Cases or the Opportunities.

What is available in the Sales Cloud and not in the Service Cloud and the opposite? 

The service agents have no access to the Quotes because they’re more related to the sales process. This is something that the service agent doesn’t need to know in detail - only the basic information which is presented in the opportunity. And the sales people don’t have access to case management at all, like to the service level agreements for ex., or they have no ability to communicate with customers via service channels. The entire case management is a very complex functionality in the Service Cloud where sales agents  can check case status mostly. 

How do you know if we are using Sales Cloud or Service Cloud?

This information is available for the Salesforce system administrator and he is aware of what licenses the company is using. Very important is that Salesforce gives the ability to purchase one license  both for the Sales and Service Cloud features. In this case one person can act both as the salesperson and a service agent. So this one license gives more advantages using both applications together. 

If you’re considering to purchase Salesforce and you still don’t know what license to choose our recommendation would be the following:

If you don’t work with Quotes in Salesforce, let’s say you process them in another application or you would like to have some customised quoting process in Salesforce then our recommendation is to purchase the Service Cloud license because the most sales operational features are included in the Service Cloud already. Plus you receive all the functionality of the Service Cloud in terms of enhanced case management.