Sales Cloud vs. Service Cloud: What's the difference?

Zeinab Khreiss – January 23, 2023

With a number of different CRMs on the market, it can be difficult to decide which is right for your team and business, especially when it comes to Salesforce Sales Cloud and Service Cloud. There are key considerations to keep in mind before deciding between the two because although both are built on the core Salesforce platform, there are unique features that may be significant for your business needs.

Difference between Salesforce Sales Cloud and Service Cloud

When exploring Salesforce, it’s important to know that Sales Cloud is made for sales reps and managers. The functionality of Sales Cloud is all tailored toward account acquisition, creating and monitoring sales pipelines, and closing deals. 

In contrast, Salesforce Service Cloud is tailored towards service agents and managers. The functionality of Service Cloud is all geared toward creating a great customer experience, managing customer service issues inline with internal processes, and improving service agent efficiencies.

Similarities between Salesforce Sales Cloud and Service Cloud

While there are big differences between the two, there are also some similarities. The two main functional similarities between the platforms are Accounts and Contacts and Basic Case Management.

Accounts and Contacts

Since the core of all of Salesforce’s products is customer-centric, it’s not too surprising that Accounts and Contacts are the same in both clouds, but you can rest easy knowing that they are.

Case Management

Although Sales Cloud is mainly focused on pipeline and closing deals, there are also some customer-focused features that users can appreciate when it comes to Case Management. Service Cloud definitely offers more robust features for case management, but Sales Cloud does offer the sales team visibility into customer support issues within the platform.

Is Salesforce Sales Cloud or Service Cloud Best For You?

At the end of the day, you know your team and business best, but generally speaking, Sales Cloud is best for Sales teams working to close deals, and Service Cloud is best for Service teams working on customer support tickets. 

Because Sales Cloud is designed out of the box for lead management, pipeline management, forecasting, and closing deals, it will be an easy and seamless transition for your Sales team to work out of.

On the other hand, because Service Cloud is designed for Service teams, it will be the easiest tool to get your Service team up and running so they can provide the best customer experience using robust case management tools, omni-channel customer support options, and self-service options.

Hopefully this was a nice breakdown of the differences and similarities between Salesforce Sales Cloud and Service Cloud. If you would like to continue this conversation as you determine which tool is right for you, or if it’s time to add another Cloud to your suite, please contact the Digital Mass team