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Salesforce Service Cloud vs. Sales Cloud

21 June 2022 by Sara Wahba

Service cloud and sales cloud in Salesforce are fascinating topics to search or learn about. Unfortunately, most of the people are doing their search about the service cloud vs sales cloud Salesforce because they need this knowledge to pass an exam or interview. However, it’s a vibrant topic to learn about and understand the differences between Salesforce’s two main clouds — Sales Cloud and Service Cloud. Knowing the difference between sales cloud and service cloud allows you to choose correctly and know which is better for your business. Probably, you will need both the Sales Cloud and Service Cloud Salesforce. In this post, Kapsys will help you to know what is service cloud in Salesforce, what is salesforce sales cloud, and the difference between Sales Cloud and Service Cloud. You will get all you need to know about them. 

What is Salesforce? 

Salesforce is a widely used cloud-based CRM platform that delivers its CRM offering in Sales, Marketing, Service, and many more areas that can be set up quickly and without deep exposure to the technologies used for building applications.

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What is Service Cloud in Salesforce?

Salesforce Service Cloud (SC) is an enterprise service bus that enables organizations to build applications for internal use and external partners. It provides a platform for building apps that integrate with other systems and services. SC also offers integration capabilities with third-party software products.  

What is Salesforce Sales Cloud?

Salesforce Sales Cloud is one of the enterprise product offerings by Salesforce.com. Sales Cloud focuses on enhancing the effectiveness of an organization's sales team and hence increases the number of sales. In addition, the Sales Cloud helps evaluate the prospect of a sales lead and close the deals faster. What is Salesforce Sales Cloud and its Benefits?

The Common Features between Service Cloud vs Sales Cloud in Salesforce

Both Sales Cloud and Service Cloud offer valuable features such as CRM, email marketing, mobile app development, social media management, and more. However, there are some critical differences between these two solutions. These differences will help you decide whether one solution is better than another for your business needs. Sales and Service Cloud are the heart of the Salesforce platform that almost all industries need. So, let’s learn about what features they share:

Accounts and Contacts

Sales cloud and service cloud have a common connection: the customer. Therefore, one of the most crucial Salesforce features is the ability to manage your accounts and key contacts. So, Accounts and Contacts are the primary features of both Sales and Service Clouds. Accounts and Contacts features allow you to manage organizations and customers you work with. You can associate a single Contact to multiple accounts if they are a key person across many corresponding institutions.

Basic Case Management

Sales Cloud is about closing deals with no customer service features; this is misinformation! Salesforce didn't neglect the current customers; they recognized how important for the businesses to keep the current customers satisfied, not just looking for prospects. So, the Service Cloud provides many features for a personalized service experience. Sales Cloud also offers some fundamental Case Management features so you can provide your sales team visibility into their customers' support issues and give people the service they need to return customers.

Salesforce Service Cloud Features

Salesforce Service Cloud offers several unique features that make it stand out from other CRMs. It has an intuitive interface with a drag-and-drop user experience. This makes it easy to build custom workflows and automate repetitive tasks. In addition, it provides real-time data analytics so you can quickly identify trends and patterns in your customer interactions. Salesforce Service Cloud has been designed with small business owners in mind. It offers a range of benefits that will help you manage your customer relationships better. So, what are the Salesforce Service Cloud Benefits or features that make Service Cloud unique from Sales Cloud:  Read: 5 Steps For Effective Salesforce Service Cloud Strategy

Robust Case Management Tools

Service Cloud offers a practical feature like the ability to handle incoming cases to ensure nothing gets missed automatically. It is similar to the Lead Auto-Response and Assignment rules in Sales Cloud.  The Salesforce Sales Service cloud will send an auto-response email to the customers once the new ticket is added to the system. 

More Customer Support Channels

Service Cloud allows you to take customer support to a higher level. That means you can offer your customers the support on their terms via email, a support portal, online chat, or SMS!  In addition to the Service Cloud Omni-Channel; So, what is the Service Cloud Omni-Channel It is a channel in the Service Cloud that offers some critical features, including; 

  1. Connecting all your support channels. 
  2. Providing consistent customer support.
  3. Giving your agents work in one consolidated place. 
  4. Assigning incoming customer service issues based on agent capacity by checking their workload. 
  5. Monitoring agent work performance to maximize efficiency from the Omni-Channel Performance Dashboard. 

Self-Service Options

Service Cloud helps deflect Cases and provide Self-Service options to your customers. Such as; Knowledge Base is a practical feature to provide clear answers and required information. The knowledge base could be public or for registered customers only. Type-ahead searching in the Submit Case fields; this feature recommends knowledge articles to your customers to help solve the customers' issues and provide a better user experience.  Salesforce Chat functionality helps deflect Cases and address simple questions with a Chatbot. You can customize the Bot's name and personality, and the Bot sits right in your agents' standard chat window.

Salesforce Sales Cloud Features

Salesforce Service Cloud also includes several additional features that make it more suitable for small businesses than its larger competitor, Sales Cloud. These include mobile apps, a free trial, and a lower price tag. The Salesforce Sales Cloud features that are crucial to your business include;  Don't miss the 5 tips about Salesforce! 

Lead Management

The Salesforce Sales Cloud has several standard features for Lead management, such as  Lead Assignment Rules: It automatically assigns new Leads to reps or teams based on specific attributes. Web-to-Lead: It allows you to automatically generate a web form to capture prospects that can be added to any site, whether it is a Salesforce page or not. 

Opportunity Management – Pipeline and Forecasting

Opportunity Management - the pipeline is where reps start contacting prospects and getting a better sense of their potential value. It allows you to define several sales processes in line with your company's sales methodology. In addition, you can add a Salesforce Path to Opportunity page to help guide your reps through every step.


Sales Cloud Quote building allows you to; 

  • Add products, their quantity, pricing, and any discounts. 
  • Pick which quote will “sync” to pipeline reports and forecasting. 
  • Add Products underneath an Opportunity if you don’t need to go the route of formal quotes.


By ending this article, you should have a good background about the service cloud vs sales cloud salesforce. Salesforce Service Cloud is an extension of Salesforce CRM that provides a suite of features specifically designed for small businesses. These features include tools such as email automation, lead scoring, and more. Salesforce has native forecasting tools to provide sales managers and their reps visibility into projections and performance. Contact Kapsys for more information and services about Salesforce.