Activity Forums Salesforce® Discussions What is the difference between sales cloud and service cloud in Salesforce?

  • What is the difference between sales cloud and service cloud in Salesforce?

    Posted by Pooja on February 20, 2020 at 5:44 pm

    What is the difference between sales cloud and service cloud in Salesforce?

    Ksolves replied 3 months, 3 weeks ago 6 Members · 5 Replies
  • 5 Replies
  • Shweta

    February 21, 2020 at 6:44 am

    Sales Cloud:

    • It refers to the "sales" module in It includes Leads, Accounts, Contacts, Contracts, Opportunities, Products, Price Books, Quotes, and Campaigns (limits apply). It includes features such as Web-to-lead to support online lead capture, with auto-response rules. It is designed to be a start-to-end set up for the entire sales process; you use this to help generate revenue.
    • It implements Sales and Marketing.

    Service Cloud:

    • It refers to the "service" module in It includes Accounts, Contacts, Cases, and Solutions. It also encompasses features such as the Public Knowledge Base, Web-to-case, Call Center, and the Self-Service Portal, as well as customer service automation. It is designed to allow you to support past, current, and future clients' requests for assistance with a product, service, and billing. You use this to help make people happy.
    • It implements Salesforce Knowledge.
  • Anjali

    February 21, 2020 at 12:20 pm

    Sales Cloud offers Web-to-lead functionality, whereas Service Cloud offers Web-to-case functionality.

  • Manish

    February 21, 2020 at 1:11 pm

    Service Cloud includes a service cloud console for cases, messages etc. Sales Cloud inlcudes functionality like Leads,Contacts, Opportunities and so on.

  • CRMJetty

    May 10, 2022 at 7:49 am

    Hello Pooja,Sales Cloud features
    Contact & Lead Management: The cloud makes it easier for you to manage contacts and leads, communication, campaigns, and sales rate to close more deals.• Mobile optimization: Integration with mobile means more flexibility to access workflow. You can manage leads, toggle dashboard, track reports, and more all at your fingertips.• Reports & Dashboards: Manage your business well with regular reports and progress in detail. Identify inadequacies to ramp up processes that need your attention the most.• File-Sharing: Sales cloud services offer file sharing and syncing which is fast, efficient, and safe. Need a file urgently? Simply, type it out in the search bar and there you have it. • Work Process Approval: The interface of the Sales cloud makes it easier for you to plan your business better as you have sales, expenses, and discounts all in one place.Service Cloud features
    Service Console: Here, your tasks are handled and organized by an expert to help your customers respond better to your services.• Chat service: This automates the live chat assisting customers looking for solutions.• Customer service: This processes customer queries through social media without the need for visiting other websites.• Knowledge Base: As mentioned before in this post, a Service cloud creates knowledge bases which help the service agents. They can understand the customer better and resolve issues faster.• Email to Case: This automates email responses to case submissions basis the attributes of the record. For instance, an auto-email sent to a customer on buying a product or service.Hope this helps you.Thanks.

  • Ksolves

    June 6, 2022 at 5:57 am

    Salesforce has two core modules: Sales Cloud and Service Cloud. The case and service focus of Service Cloud. It facilitates the sale of goods and services by businesses. The Sales Cloud module enables businesses to focus on prospective lead creation, sales growth, and prospects. Although both modules have certain similarities, they differ in some ways.

    • Features of Sales Cloud and Service Cloud

    Many features in the functionalities of Sales Cloud and Service Cloud overlap. However, some of the extra capabilities are only available in the Service Cloud modules, rather than the Sales Cloud modules. The two Salesforce modules have the following features:
    Sales Cloud Features:
    1. Contact & Account Management
    2. Reports & Dashboards
    3. Management of Leads
    4. Mobile Optimization
    5. File Sharing and Syncing
    6. Work Process Approvals
    Service Cloud Features:
    1. Service Console
    2. Customer Service
    3. Mobile Platform
    4. Chat Services
    5. Knowledge Base
    6. Email to Case

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