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Sales Cloud or Service Cloud — A Salesforce Product Analysis

If you somehow found yourself in a situation where you can’t decide which of the two Salesforce products are for you, namely, Sales Cloud and Service Cloud, then lucky you as we took the time and analyzed each system thoroughly so that you can have a clear opinion of which one is the right tool for your business.

As usual, we will take a look at the core features, the pricing, and what kind of things you can achieve with each tool. We will also take into consideration the pricing side of things as for many, this plays the most vital role. But enough with the introductions and explanations, let’s jump in right into the analysis and see what works for you.

The Differences Between Sales & Service

Now before we dive into the details, we’d like to point out the core differences between the two tools. They sound and look pretty similar but in all actuality, they aim to accomplish different things.

Sales Cloud

This tool, as the name suggests, was made to enhance your sales through a set of functions that we’ll discuss in a later section. The gist of the tool is that it allows you to scan your audience in a way that would let you learn how to close more deals, develop loyalty, and scale the reach of your marketing efforts. Furthermore, the tool is extensively used by analysts due to the inclusion of a robust analytics module.

Service Cloud

Service Cloud, on the other hand, is a completely different beast. The tool was designed to help serve customers. You can’t use it as a sales tool since most functions don’t even have options to do so. Typically, Service Cloud is used by support agents as it helps them eliminate mundane work, automate a bunch of things, and ultimately, close more tickets. Just like Sales Cloud, Service Cloud has a dedicated analytics system but this time it is tailored to show info in regards to your service quality.


Now that we’ve covered the basics, let’s take a look at what each system has to offer from the feature side of things. Now a small disclaimer, we won’t be covering them all but rather focus on those that we find the most representative. If you’d like to learn more about the tools, keep reading.

Sales Cloud

We will start with the Sales Cloud. The tool has three core functions that we believe represent the system best. Namely, Opportunity Management, Workflow & Approvals, and Sales Forecasting. Let’s take a look at each separately in detail.

Opportunity Management — One of the best things about the Sales Cloud is its opportunity management system. It allows you to see a general overview of all your deals currently in effect, as well as it allows you to manage them. Whether you want to see the stage or analyze the competition, with this system, spotting openings and exploiting them will be easier.

Sales Cloud opportunity management


Workflow & Approvals — This system will provide you access to a visual workflow tool where you can sketch a design and automate a process so that your business doesn’t stop working. It is equipped with a simple drag-and-drop UI and does not require any kind of coding knowledge whatsoever. This tool is then further enhanced by a flexible approval system which makes discounts and promotion efforts much more streamlined since the request won’t have to travel through multiple agreement pillars.

Sales Forecasting — While not 100% accurate, the sales forecasting tool will give you a good look at how your team performs not only for the last couple of months but both in real-time and in the future. The system also supports multicurrency and even has an in-line editing tool making it an invaluable system for analysts of all levels.

sales cloud forecasting


Service Cloud

Next is Service Cloud and for parity sakes, we’ve also picked just three features that show the tool in the best light. The tools themselves are Agent Workspace, Omni-Channel Routing, and Case Management. All these form the tool and its purpose so let’s take a moment and reflect on each of these:

Agent Workspace — When dealing with customer requests, there is virtually no time to search for things. You either know where they are or you don’t. This system aims to solve this trouble by providing a single space where all agent macro, keyboard shortcuts, and templates are stored. You can store as many as you like and if the stock ones are not your cup of tea, you can incorporate custom ones.

Service Cloud agent workspace


Omni-Channel Routing — When the amount of requests from all over the place is overwhelming, omnichannel routing is the solution. This tool will smartly deliver all your incoming customer issues into one convenient hub. Moreover, if you wish to eliminate cherry-picking, you can also set up the automatic matching system that will distribute tickets using historical and skill data.

Salesforce service cloud omni channel routing


Case Management — Similarly to how Agent Workspace works, this tool will allow you to gather all your customer data in one place. From names to purchased goods to past interactions, your agents will have a good idea of what to expect from the customer, as well as what the customer expects from them. This will not only ease to work for your agents but will help you deliver a personalized service.

Service Cloud case management



While the tools come from the same vendor, their pricing options are identical but the number of features you get is surprisingly varied and unique. For comparison purposes, we picked the popular options (as noted by the vendor himself) as these represent the tool the most.

Figure 1: Sales Cloud & Service Cloud Pricing Options

Sales Cloud Enterprise $ 150
(billed annually)
Service Cloud Enterprise $ 150
(billed annually)
  • Account, Contact, Lead, and Opportunity Management
  • Email Integration with Gmail or Outlook
  • Salesforce Mobile App
  • Lead Registration and Rules-Based Lead Scoring
  • Collaborative Forecasting
  • Workflow and Approval Automation
  • Case Management
  • Service Console App(s)
  • Knowledge
  • Service Contracts and Entitlements
  • Telephony Integration (CTI)
  • Web Services API


There are more features but the point is, Sales Cloud is much more packed but again, we are nitpicking here as each system is aiming to accomplish different things.

Which One Is For You?

The answer is pretty straightforward. If you want to increase your sales and the quality surrounding it, you go with Sales Cloud. While you can influence your sales through Service Cloud, the core aim of the tool is completely different. Service Cloud was designed to help you handle incoming tickets.

All the features are meant to assist your staff, eliminate mundane work, and increase passthrough. Something that Sales Cloud just doesn’t have but if you are on the fence, we suggest that you experience careful threading and see what might work in your case. In fact, this is the best strategy to employ in virtually any case.

Final Notes

And there’s that, our take on two of the most popular Salesforce products. On the surface, they sound and function quite similar but it is only when you look at them through the lenses it becomes clear that they are different. So, if you need assistance in data traversal, you know the drill. We have all the expertise and all the tools we need to effortlessly move your data, code-free. Just drop us a message or give us a call and we’ll send our best people to help you out. Thanks for joining!

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