Sales Cloud vs Service Cloud - Choose the Best One for Salesforce Tool

Sales cloud is a cloud-based application developed to help companies to sell smarter and faster by centralizing customer information. It is more useful for the companies, which are engaged in leads, opportunities, and sales. Whereas, Service Cloud is a customer service software and support application that helps companies, which sell services and products. It helps users to focus more on service and cases.

Sales Cloud refers to the ‘sales’ module in Salesforce.com and it includes:

·  Accounts, Contacts

·  Leads, Opportunities

· Reports, Dashboards

· Campaigns

· Tasks, Activities

· Products, Assets, Quote

· Calendars, Events

· Forecasts, Territory Management

· Chatter

· Custom Apps, Tabs & Objects

· Self-Service Portal

· Public Knowledge (via Communities)

· CTI Integration (more service focused)

· Cases, Solutions

· Visual Workflow

· Add-On: Knowledge Base

· Add-On: Service Cloud Portal

Whereas, Service Cloud includes everything that Sales Cloud does, but has some additional features. These are:

· Service Cloud Console

· Service Entitlements

· Service Level Agreements

· Visual SLA Timelines

· Add-On: Live Agent

· Omni channel Routing

· CTI integration

· Web-to-case

· Add-On: Live Messaging

With Salesforce’s Sales Cloud and Service Cloud companies can be ensure of being able to keep their every customer satisfied.

The functions in the Sales Cloud

If you are already using or are applying salesforce.com’s Sales Cloud, you have the foundation required to capture and resolve any question or issue of the customers. The essential functionality includes:

· Cases: With this functionality, you can keep a track on customer inquiries, rise issues requiring specialized support and keep a check on your agent’s productivity.

· Solutions: This helps your customer service team by providing it with the answers to the questions of your customers and makes the answers available on the web so that they can find the answers themselves whenever they need.

· Web-to-Case: When your customers are not being able to get what they are looking for on the web, they can log a case from your website that directly enters Salesforce.com for agent resolution.

Additional functionality in the Service Cloud

If your business requires a more complex support or more active customer service team then you should consider Service Cloud licenses. Using Service Cloud licenses you can provide your customers with all the standard Sales Cloud functionality. And apart from this, Service Cloud has several additional functionality including:

· Agent Console & Customizable Layouts: With this feature you agent can get access to relevant information regarding the customer with a few clicks. You can develop the console to maximize and make the best use of this efficiency.

· Entitlement Management: If you are available with Service Level Agreements thatoffer support at different levelsfor your customers, you can then use entitlement management to make sure that you are delivering the proper service level including first response and resolution times. You can also include automated processes providing instructions for reps on how to resolve cases the best.

· Access to Live Agent Web Chat (additional fee above Service Cloud license):This helps you to incorporate a live chat from the web ensuring that your clients can avail answers in real time without a phone call.

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