Salesforce Sales Cloud vs Service Cloud: What You Get With Each Solution

October 27, 2022
8 min

Salesforce is the world’s #1 customer relationship management (CRM) platform. It has a customer base of over 150,000 companies, among which are 83% Fortune 500 and 97% Fortune 100 companies.

Salesforce offers a variety of products for basic and more advanced CRM implementation needs.

The most prominent among them are Sales Cloud and Service Cloud. In this post, we will discuss the key difference between Salesforce Sales Cloud vs Service Cloud and whether they can be bundled at a reduced cost.

What is Sales Cloud and Service Cloud Difference?

 

The main difference between Sales Cloud and Service Cloud is that Sales Cloud helps streamline sales and marketing efforts, while Service Cloud helps support agents provide excellent customer service and resolve issues before they become a problem.

However, both help businesses grow by helping them understand their customers’ needs better.

A more detailed overview of these products you can find below:

 

Sales Cloud vs Service Cloud Comparison Chart

Sales Cloud
Service Cloud
Starting Price:
$25 user/month
Starting Price:
$25 user/month
Average Customer Rating (GetApp.com Capterra, and Trustradius):
4.5
Average Customer Rating (GetApp.com, Capterra, and Trustradius): 4.7
3,000+ companies are reported to use Sales Cloud in the USA (Enlyft.com)5,000+ companies are reported to use Service Cloud in the USA (Enlyft.com)
Total Revenue: 24 % (Statista.com)Total Revenue: 26 % (Statista.com)
Salesforce Sales Cloud vs Service Cloud Comparison Chart

What is Sales Cloud?

 

The Sales Cloud in Salesforce enables organizations to manage their sales, marketing, and customer support facets. This cloud-based application fits both business-to-business (B2B) and business-to-customer (B2C) segments. It helps salespeople make decisions smarter and faster by:

  • Centralizing customer information,
  • Logging the interaction with their companies,
  • Automating many of the tasks.

Also, the Salesforce Sales Cloud allows you to have a complete view of your customers, including their:

  • Activity history,
  • Key contacts,
  • Customer communication,
  • Internal account discussions.

So, you will be able to concentrate on customers who are more likely to buy your product and:

  • Generate the best deals,
  • Manage opportunities through the sales pipeline,
  • Cultivate relationships with existing accounts.

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What is Salesforce Service Cloud?

 

The Salesforce Service Cloud is a platform for your organization’s customer service and support teams. It provides features like case tracking and social networking plug-in for conversion and analytics.

The Service Cloud not only helps your support team solve customer problems faster but also enables customer self-service by providing the answers to the most common problems right in the Service Cloud.

Sales Cloud vs Service Cloud: Features Difference

 

The Difference in the Salesforce Sales Cloud and Service Cloud Features

 

The key difference is that Sales Cloud focuses on sales activities while Service Cloud is designed for case routing automation and speeding up case resolution for support agents.

Salesforce powers up each module with a diverse set of features:

 

Salesforce Sales Cloud Features

 

The key Sales Cloud functionality is built around lead management and nurturing. It allows sales teams to track the right information about the CRM leads and better market their products/services.

Other notable features include:

  • Products and assets management,
  • Basic Quote building,
  • Sales forecasting,
  • Territory management,
  • Web-to-Lead routing.

Moreover, what makes Salesforce ecosystem unique is that you can always adjust core products via CRM system configuration or customization.

So, you can deliver a truly personalized user experience for each sales team regardless of the business domain.

At Ascendix, we offer a broad spectrum of Salesforce customization services. Over 26 years of experience in handling projects of various complexity levels, as well as building our own CRM products for large audiences like commercial real estate brokers, speaks for our competence and reliability. Read what our clients say about the solutions we delivered to them.

 

Salesforce Service Cloud Features

 

With Service Cloud, users are typically more focused on service. Customer support agents usually deal with various kinds of cases like:

  • Technical support requests,
  • Billing questions,
  • Feature request,
  • Account /record update inquiries.

The Service Cloud in Salesforce simplifies case management via essential features like:

  • Omni-channel case detection and routing,
  • Web-to-Case and Email-to-Case conversion,
  • Configurable assignment rules.

What is more, both Sales and Service Clouds can be enhanced with Add-Ons, however, they will cost you extra money.

Sales Cloud can come with: Knowledge Base, and Service Cloud Portal

Service Cloud can come with: Live Agent, Einstein Bots (Chatbots), and Live Messaging.

 

Feature Overlap

 

Despite the difference in the service directions of Sales and Service Clouds, they have common features available in both modules like:

  • Basic Accounts & Contacts features give access to all critical customer data and interaction histories,
  • Basic Case Management functionality to oversee customer’s questions, feedback, or issues and deliver better service,
  • Reports and Dashboards components for data visualization and performance insights,
  • Tasks, Activities, and Campaign Management functionality,
  • Calendars and Event scheduling,
  • Integrated Content Library and access to Self-Service Portals,
  • Seamless integrability with Chatter, Einstein Analytics, and other Salesforce Clouds for additional pricing,
  • Increased mobility thanks to Salesforce mobile app that gives you more flexibility to work from anywhere,
  • Access to over 4,000 free and paid apps in the AppExchange marketplace.

Don’t know which Sales or Service Cloud edition to choose? We’ll help

Sales vs Service Cloud: License Comparison

 

While Service Cloud can be considered an addition to Sales Cloud, it’s important to note that the two are licensed separately. But to unify your sales and customer service activities, it is wise to invest in both platforms right from the start. And the Sales and Service Cloud bundle can help to compress the total cost of using these two solutions.

Salesforce Sales vs Service Cloud Pricing Comparison | Ascendix

The Salesforce Sales vs Service Cloud Pricing Comparison

 

Note that add-ons to both platforms must be licensed additionally, but you will need them for the ultimate optimization of your CRM-based workflow. Let’s talk about each Salesforce license separately.

 

Salesforce Sales Cloud Pricing

 

Salesforce Sales Cloud is offered in four editions that vary in:

  • Functionality,
  • Maximum number of users,
  • License cost.

Note: even if the pricing is mentioned for one user per month, the Salesforce license is paid annually, for an entire year upfront.

Let’s go over Sales Cloud Edition Comparison.

 

Sales Cloud Essentials Edition

 

Pricing: $25 per user/month

Key Features:

 

Sales Cloud Professional Edition

 

Pricing: $75 per user/month

Key Features:

  • Lead registration,
  • Rules-based Lead Scoring,
  • Sales forecasting.

 

Sales Cloud Enterprise Edition

 

Pricing: $150 per user/month

Key Features:

 

Sales Cloud Unlimited Edition

 

Pricing: $300 per user/month

Key Features:

  • 24/7 toll-free Salesforce support,
  • Configuration services.

Further, you can enhance Sales Cloud with CPQ (Configure Price Quote) & Billing, Tableau, and Pardot capabilities.

 

Service Cloud License Pricing

 

Like Sales Cloud, Service Cloud is offered in four editions that will be paid yearly for a certain number of users as well:

 

Service Cloud Essentials Edition

 

Pricing: $25 per user/month

Key Features:

  • Basic multi-channel Case management,
  • Basic Case mapping,
  • Basic telephony integration.

 

Service Cloud Professional Edition

 

Pricing: $75 per user/month

Key Features:

  • Enablement of Service Contracts,
  • Enablement of Entitlements.

 

Service Cloud Enterprise Edition

 

Pricing: $150 per user/month

Key Features:

  • Sophisticated reporting via AI-based tools,
  • Web API.

 

Service Cloud Unlimited Edition

 

Pricing: $300 per user/month

Key Features:

  • 24/7 toll-free Salesforce Support,
  • Configuration services,
  • Online training.

 

Service Cloud can also be powered up with other Salesforce clouds, like Field Service, Digital Engagement, and Service Cloud Einstein.

 

Sales & Service Cloud Cost

 

Sales and Service Cloud Editions Pricing | Ascendix

Sales and Service Cloud Editions Pricing

 

To reinforce both sales and customer service management initiatives, you can purchase one of the 4 editions of the Sales & Service Clouds’ suites.

The Salesforce Sales and Service Cloud bundle can be a bit more costly compared to purchasing separate solutions for sales and customer service. However, for only $25 extra for each user license you’ll get a combination of the best features available in Sales or Service Clouds (for the Professional edition and higher).

This unified solution may be a good option for businesses that value consistency of business operations powered by a single database for sales and customer service departments.

 

Essentials Edition Pricing: $25 per user/month

Key Feature: Core Functionality for Small Sales and Customer Service Teams (no More than 10 People in Total).

 

Professional Edition Pricing: $100 per user/month

Key Features:

  • Asset management,
  • Team collaboration tools for any number of users.

 

Enterprise Edition Pricing: $175 per user/month

Key Features:

  • Unlimited user roles,
  • Unlimited user permissions,
  • Workflow and approval automation,
  • Offline access to CRM.

 

Unlimited Edition Pricing: $325 per user/month

Key Features:

  • Unlimited Salesforce support,
  • Resources portal,
  • Limitless online training.

Benefits of Sales and Service Clouds

 

Benefits of Salesforce Sales and Service Clouds | Ascendix

Benefits of Salesforce Sales and Service Clouds

 

Sales Cloud Benefits

 

Based on a Statista.com study, Sales Cloud brings up to 24% of total Salesforce revenue. Because with this product suite:

  • Salespeople can work faster, smarter, and more efficiently,
  • Sales representatives can get more in-depth insights to improve sales strategy and close deals faster,
  • Sales teams can get faster access to all customer details,
  • Sales managers can track the sales team’s performance more easily,
  • Comprehensive and correct customer data allow us to make accurate predictions and sales forecasts.

 

Salesforce Service Cloud Benefits

 

According to the same report, Service Cloud makes up 26% of Salesforce’s yearly revenue. It helps customer service agents:

  • Save time on service case assignments,
  • Share information across all departments and create a single database to have a complete view of the client,
  • Automate workflow through convenient features and templates,
  • Manage the system better thanks to guidance and reach solutions faster,
  • Collaborate effectively thanks to secure data sharing,
  • Provide continuous support via multiple social channels.

Service Cloud vs Sales Cloud: Rating Comparison

 

We have browsed 6,000 reviews about Salesforce Sales Cloud vs Service Cloud on independent platforms like G2, Capterra, and Trustradius, and here is what we found out.

Sales Cloud and Service Cloud Comparison

Sales Cloud
Service Cloud
Pricing Range:
$25 - $300 user/month
Pricing Range:
$25 - $300 user/month
Average Customer Rating (GetApp.com Capterra, and Trustradius):
4.5
Average Customer Rating (GetApp.com, Capterra, and Trustradius): 4.7
Designed For:
Sales Representatives, Sales Managers
Designed For:
Customer Service Agents, Customer Service Managers
Features: Campaigns, Leads & Opportunities, Accounts & Contacts, Dashboards & Reports, Event Management & Calendars, Activity & Task Management,
Customizable Objects,
Self-Service Portal, Sales Forecasts
Features:
Service Level Agreements, Dedicated Console, Service Entitlements, Multichannel Routing Web-to-Case
Pros:
Reporting functionality, customisable dashboards
Pros: Complete overview on customers, easily set up queues and routing
Cons: Steep learning curveCons: Highly complex
Salesforce Sales Cloud vs Service Cloud Comparison

 

Salesforce Sales Cloud Rating

 

Total Rating: 4.5/ 5 ⭐⭐⭐⭐⭐ (Based on GetApp.com, Capterra, and Trustradius reviews)

What Customers Like About Sales Cloud:

  • Customer data & contact management,
  • Workflow management,
  • Territory management,
  • Lead and opportunity management,
  • Integration with an email client (e.g., Outlook or Gmail),
  • Interaction tracking,
  • Sales forecasting,
  • Pipeline visualization,
  • Customizable reports.

 

Service Cloud Rating

 

Total Rating: 4.7/ 5 ⭐⭐⭐⭐⭐ (Based on GetApp.com, Capterra, and Trustradius reviews)

What Customers Like About Service Cloud:

  • Organization and prioritization of service tickets,
  • Ease of case creation and submission,
  • Email support,
  • External & internal knowledge base,
  • Customer portal,
  • Social integration.

 

Summary

 

Both Sales and Service Cloud are excellent applications powered by the robust Salesforce platform. For over two decades, these CRM product leaders have been proving their ultimate effectiveness in boosting sales and customer service teams’ productivity.

But if the out-of-the-box features of these two applications cannot satisfy your specific needs, you can always personalize your user experience. Reach out to us, and we’ll show you how Salesforce’s solution can be tailored to your every tiny request.

The Sales Cloud vs Service Cloud FAQ

What is the difference between Sales Cloud and Service Cloud?

The key difference between the Salesforce Sales Cloud and Service Cloud is that Sales Cloud aims to streamline sales and marketing efforts, while Service Cloud helps support agents provide excellent customer service and resolve issues before they become a problem.

Does Sales Cloud come with Service Cloud?

Service Cloud doesn’t come with Sales Cloud in Salesforce out-of-the-box. However, there are certain features in Sales Cloud that help to perform basic case management activities. Also, you can buy the Salesforce Sales and Service Cloud bundle for an extra $25 per user/month in addition to initial licensing.

What are the different clouds in Salesforce?

There are 20+ Salesforce Clouds available in the Salesforce product family. Among the most popular ones are Sales Cloud, Service Cloud, Marketing Cloud, Experience (Community) Cloud, Analytics Cloud, App Cloud, and Financial Services Cloud. All of them focus on different service areas but can be easily integrated with each other.

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