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Difference between Salesforce Service Cloud and Salesforce Sales Cloud


Since the beginning of 1999, Salesforce has emerged as the best and ahead of other Customer Relationship Management (CRM) tools because of its easy cloud computing with API. Be it any seller party Big Bazaar, or any retail; Salesforce has been doing awesome in the business Industry.

Many times, companies are confused between Salesforce in Sales Cloud and Salesforce Service Cloud. And it would be healthier to consult a provisional expert who gives you the updated requirement of beneficial choice making decisions. So, let us have an in-depth look into it. The overall management by the developer and admin holds their different sections where one can add various modules, can generate several leads out of it and many more.

What is Sales Cloud? Why is it different from Service Cloud?

Sales Cloud is one of the products of salesforce only. It helps to boost the company’s productivity level by providing efficient and reliable objects. These objects are campaign, leads, contact, and contract, as stated above.

On the other side, the Service cloud is all about the customer relationship with the management and the services and support provided to the customer. They deal with certain cases of individual customers and fix up the profound strategies to help them.

Should I go for Salesforce in Sales Cloud or Salesforce in Service Cloud?

Firstly, one needs to understand what they want for their business. The overall sense of understanding is important as both the sales cloud and service clouds are the two different ends of salesforce. Sales Cloud is modular which deals with the marketing segments while service cloud gives you the real intention ratio for your market growth. None has forgotten the golden rule of the business ,Customer is the King

Sales Cloud consists of the following features

Campaign: Campaign is all about storing the methodology via which one promotes their marketing demand and supply. One wants to promote their brand and so they will hold all the data regarding the same in this standard object.

Lead generation: This is simply identifying similar aspects of work. For instance, while You are the seller of computer appliances. Hence, the much-expected buyers will be categorized under the technicians and IT firms. And they will be recorded in lead objects.

Contact and Accounts: As stated above, the customer’s information will be stored in lead. And the particular requirement of materialized stuff will be stored in the Account section. The details consist of all the perspectives. The next is, dealers/ third party agents via which we are buying the products to sell them to the ultimate customer. Yes! Their contact details are stored in the contact section.

Opportunity: This is the standard location where all the brand/ product dealings are recorded systematically. Suppose you have already had a counter dealing with a party for a certain number of products or maybe you are about to deal the same with the other brand. This price negotiation, the variations in fluctuating amounts, etc. All of them are recorded in the Opportunity section. Each stage of working is stored here.

Product: This place holds the records of actual products we are availing of or readily available in our inventory. Here, the basic revenue out of those products selling can be easily calculated and maintenance of the same is easier. And from here, one can easily understand and convert these very same products into Opportunities too.

Price: It is very simple to connect. You are selling one product to different people at different rates. For instance, you will sell the product at the wholesale amount for a retail buyer. But then you charge the original rate for an individual buyer as they buy in pieces or two. All these variations in rates are recorded in price objects to avoid chaos.

Service Cloud consists of the following features

Agent Workspace: Various employees are assigned for the different rising queries of customers. An agent maintains the communication resultants from the services they provide. 

Case Management: Different buyers have different expectations/ discussions and negotiations for their particular services, they render from the company. So, this service has to be stored in and as per unique cases. It’s easier for a company to deal with similar cases in future with the stored data. 

Service Cloud Voice: This is one of the apt CTI solution (Computer Telephony Integration) services present in the service cloud in the form of voicing which makes the cases with different customers much easier to deal with. It also has AI-driven insights offerings that enable the streamlined customer to communicate within the standard version. This improves and enhances the phone - calls interactions.

Omni-Channel Routing: It breaks the barrier between the customers authentic online shopping with the agent’s availability for attending the same. Omni channels are the multichannel platform where a customer can be operating via desktop/ mobile phone. It observes the numbers of products/ services demanded by the potential customers. Overall, it acknowledges the satisfaction level of customers. Everything takes place in standard processing as the listing goes in queues.


If you are new to the world of salesforce don't worry, micropyramid is here with you. We at micropyramid have certified salesforce developers with 7+ years of experience and we provide consultation related to salesforce CRM implementation,salesforce customizations and API Integrations to the salesforce platform.

As salesforce remains in the top position of all other computing, nearly 150k+ customers use Service Cloud. It’s easier to view the service cloud registered or not in your company’s information section. One needs to have the license for the same. Most businesses with near or less than 20 employees take the Service Cloud licensing agreement for their Enterprises.