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What Are the Standards in Salesforce Sales Cloud Objects?

10 January 2023 by Sara Wahba

What Are the Standards in Salesforce Sales Cloud Objects? To get an answer to this question, there is a lot of important information that we must answer in advance.

Are you struggling to keep up with growing customer data in your business? The rise of online platforms and an increasing number of customers turning to them for information has put pressure on the CRM industry to provide more efficient solutions. Moreover, one such solution is Salesforce Sales Cloud, a cloud-based platform that offers businesses a variety of CRM-based tools. In this blog post, Kapsys explores the standards in Salesforce Sales Cloud objects and how they can help your company manage customer information more effectively.

Introduction to Salesforce

Salesforce is widely recognized as the leading CRM software for businesses of all sizes. It offers many features and tools that help entrepreneurs, business owners, and corporations streamline customer management, automate marketing efforts, and increase sales.

With Salesforce, you can easily monitor and track customer data and buying patterns, generate sales forecast reports, and convert leads. Additionally, Salesforce offers seamless email integration with popular applications such as Microsoft Outlook and Gmail. With pricing options ranging from $25 to $300 per user per month, Salesforce offers a cost-effective solution for businesses looking to improve their operations and customer management.

Introduction to Salesforce Service Cloud Objects

Salesforce Service Cloud Objects are an essential aspect of the Salesforce platform, offering enterprises efficiency and automation when dealing with large customer databases. These objects form the foundation upon which Salesforce stands and are critical to the platform's operational structure.

They are digital tables that hold crucial data about organizations. Also, they provide a structure similar to that of different MS Excel tables. Understanding Salesforce Service Cloud Objects and their full functionality is essential, as failure to fully grasp the software may leave an organization at risk of not utilizing it to its full potential. However, it's worth noting that it requires some technical know-how.

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Benefits of Salesforce Service Cloud Objects

Below are some of the benefits of working with Salesforce Service Cloud Objects:

  • First, it provides a 360-degree view of customer data, allowing for better communication and coordination between different departments.
  • Then, the "Omnichannel Routing" feature matches clients with the most qualified agents to solve their issues.
  • Next, the dynamic and adaptive screens guide agents through processes, increasing efficiency.
  • Finally, it equips agents with productivity tools such as "macros" and keyboard shortcuts, improving the overall work experience.

Salesforce Sales Cloud Vs. Service Cloud Objects: The Difference

What is the difference between Sales Cloud and Service Cloud, and how are they related? When logging into Salesforce, users have two options: the Service Cloud or the Sales Cloud. Understanding the distinction between these two options is essential to utilize the platform effectively. The Service Cloud is tailored for companies that provide services and products to clients, while the Sales Cloud is designed for enterprises that focus on leads, opportunities, and sales. Understanding the differences between these two options can help organizations make more informed decisions and take full advantage of the platform's capabilities. It is essential to mention that the Service Cloud and Sales Cloud share similar objects, but the Service Cloud is equipped with additional licensed features. Below is a list of the things housed under Sales Cloud:

  • Accounts, Contacts
  • Leads, Opportunities
  • Reports, Dashboards
  • Campaigns
  • Tasks, Activities
  • Products, Assets, Quotes
  • Calendars, Events
  • Forecasts, Territory Management
  • Chatter
  • Custom Apps, Tabs & Objects
  • Self-Service Portal
  • Public Knowledge (via Communities)
  • CTI Integration (more service-focused)
  • Visual Workflow

Salesforce Service Cloud Objects

As previously mentioned, Salesforce Sales Cloud provides additional objects to users upon licensing. In the scope of this post, we will only be discussing the Salesforce Sales Cloud Objects listed below:

Service Cloud Console

The Salesforce Service Cloud Console is an interface that resembles a dashboard, designed to streamline the process and help agents quickly find, update, or create records. This tool was created for customer support and sales representative teams, allowing agents to use multiple applications simultaneously for improved customer request management. Additionally, the console will enable agents to access and edit cases, accounts, and contacts without switching between screens, resulting in smooth navigation. In 2015, Salesforce introduced the Optimized Lightning Console, Intelligent Case Routing, and Service Wave Analytics features to the Service Cloud Console using its development platform, Salesforce Lightning.

Omnichannel Routing

Omnichannel Routing is a recent addition to the Salesforce Service Cloud objects. It is a tool that effectively directs customer inquiries across various service channels to improve efficiency and customer experience. Moreover, one of the benefits of Salesforce Service Cloud objects is the ability to configure routing rules that automatically assign customer requests and cases to the most qualified agents. This feature is not found in Salesforce Sales Cloud objects, highlighting the difference between Salesforce Sales Cloud and Service Cloud objects. Furthermore, it is a key part of the Salesforce Service Console and enables the smooth management of service inquiries. Omnichannel Routing is one of the many Salesforce Service Cloud objects in the Salesforce objects list that help organizations streamline customer service operations. It differs from Salesforce Sales Console, which is focused on managing sales operations. Salesforce Sales Cloud and Service Cloud objects are two distinct parts of Salesforce CRM designed to handle different business processes and customer interactions.

CTI Integration

Computer Telephony Integration (CTI) is a popular method of connecting different communication channels within an organization, including computer systems and telephones. Also, as a Salesforce Service Cloud object, CTI helps companies convert phone conversations into data they use for financial gain. One of the benefits of Salesforce Service Cloud objects is that it minimizes errors, especially when handling customer phone calls since agents do not have to input information manually. Moreover, CTI is not a part of Salesforce Sales Cloud objects, highlighting the distinction between Salesforce Sales Cloud and Service Cloud objects. One of the objects within the Salesforce Service Console is CTI, which helps manage customer service interactions. In contrast with the Salesforce Sales Console, which focuses on driving sales interactions. Furthermore, CTI is one of the many Salesforce Service Cloud objects in the Salesforce objects list. So, it helps organizations streamline communication and customer interactions.


Web-to-Case is an innovative Salesforce Service Cloud object that aims to enhance customer experience by significantly reducing wait times. In addition, as a Salesforce Service Cloud Object, it allows you to gather customer requests directly from your company's website, generating a maximum of 5000 cases daily. This Salesforce Service Cloud Object generates an HTML snippet that lets users specify requests by inputting the necessary information. Also, you can direct the collected data to the appropriate channels for resolution, improving customer experience and reducing wait times. This is not a part of Salesforce Sales Cloud objects, thus highlighting the difference between Salesforce Sales Cloud and Service Cloud objects. Salesforce Service Console included this feature to manage customer service interactions. Still, it is not a part of the Salesforce Sales Console, which is focused on managing sales interactions. In addition, Web-to-Case is one of the many Salesforce Service Cloud objects to include in the Salesforce objects list. These objects help organizations streamline customer interactions and improve customer experience.


One of the key components of Salesforce is the Service Cloud Objects. These objects aim to enhance customer service and give businesses a competitive edge by utilizing advanced features. In addition, the Salesforce Service Cloud Objects benefits are numerous, from streamlining customer service processes to gaining valuable insights into customer behavior. The Salesforce objects list includes several vital objects for businesses. Such as Accounts, Contacts, Cases, Leads, and Opportunities. You can customize and configure these objects to suit the unique needs of any organization. Businesses can improve their sales and service processes by effectively utilizing these objects and providing a better customer experience. Kapsys provides you with the best practices of Salesforce. Contact us.