Salesforce Sales Cloud and Service Cloud are different from each other, although there are so many of you still got confused. This is the highly asked question trending on the internet yet did not get cleared out properly.
What makes things confusing that the Sales Cloud overlaps deeply Service Cloud. You would think customers with a Service Cloud License couldn’t see or access sales objects, yet in reality, they can access Opportunities, Leads, Products, Campaigns, Orders and Price Books.
So obviously now you’re thinking if the majority of that is accessible, what sales features are missing for Service Cloud customers? A customer with a Service Cloud License can’t access features like Sales Contracts, Territory Management, Quotes, Advanced Forecasting and Opportunity Splits. Also, Service Cloud customers can’t get to sales Add-on products like CPQ.
Whereas Sales Cloud customers do have access to some support features, for example, Solutions, Cases, and Case Teams.
So, let’s see the bigger picture of the difference between the Sales Cloud and Service Cloud.
What is Salesforce Sales Cloud?
Salesforce Sales Cloud is a CRM platform intended to support marketing, sales and customer support in both business-to-client and business-to-business settings.
Sales Cloud is a fully customizable product that carries all the customer data together in a combined platform that includes Business Analytics, Sales, Marketing, Customer Services, and Lead Generation as well as gives access to a huge number of apps through the AppExchange. The platform is given as Software as a Service (SaaS) for browser-based access; a mobile application is additionally accessible. An ongoing social feed for collaboration permits users to share data or pose inquiries of the user community.
Salesforce.com offers five different versions of Sales Cloud on a per-user, per-month premise, from lowest to highest: Enterprise, Professional, Unlimited, Group, and Performance. The organization offers three levels of support contracts: Premier Success Plan, Standard Success Plan, and Premier+ Success Plan.
Key Business Objectives Achieved by Salesforce Sales Cloud:
Get More Deals
Continuous optimization of campaigns relying upon the market reaction and closure collaboration with channel partners gets more deals.
The accessibility of reports and dashboards gives a detailed picture of the business scenario and furthermore expands the precision of sales forecasting. So, business choices are taken rapidly.
Close More Deals
The accessibility of all the production information, as well as account information for customer’s needs, makes it simpler to drive various leads to closure.
Close Deals Faster
Visual designs and Mobile apps of the work processes for business process approvals make it quicker to close the deals.
Is Sales Cloud the Right Decision for You?
At a very high level, you’re familiar with what Sales Cloud is—however, how would you know whether you truly need it? Consider the manner in which you work together, and check out your office. Do you see any of these great signs that you need a superior method to track down your customers?
Your customer information is everywhere. There’s customer information on Sticky Notes, in Excel Spreadsheets, and in your Email-Marketing Framework, making it extremely difficult to see the whole picture. Development is blocked when you’re not set up for customer conversations or ready to completely track your business.
You’re losing important data. At the point when customer information is in better places, or just in reps’ minds, significant details disappear and cooperation separates. More terrible, when reps leave the organization so does your customer information!
You don’t have the arrangement to scale quickly. What happens when request floods or your team grows quick? To start with, do a triumphant move at your desk, however next ask yourself: Will your present sales procedures scale? Ensure you have frameworks set up that scale as quickly as your business develops.
Running reports is an agonizing and time-consuming procedure. You need to examine your sales team’s month to month progress against its quote, however, who has the opportunity to do it manually? You have inquiries regarding how compelling your selling procedure is, yet you don’t have the tools to discover answers. When you’re beginning to keep away from detailing at all costs, it’s time for a change.
You need to take a seat at a work area to drive an arrangement forward. As we all know, salesmen carry floppy discs, work from 9 to 5, and do 100% of their work on a PC. Pause, it’s not 1999? A smartphone is an unquestionable must-have, not a nice-to-have. Present-day sales reps share information, get authorizations, and drive arrangements forward on their mobile phones.
You’re left with business as usual. Your business has unique needs so you need a framework that can move with you—something you can modify your procedures, your clients, and your group.
If these signs sound recognizable, don’t surrender, you’re in good company. These issues are actually what Sales Cloud was worked to understand.
Key Features of Sales Cloud
In this segment, we will talk about the key features of the Sales Cloud. The features are depicted underneath −
Account and Contact Management
Have a complete perspective on your clients, including Movement History, Key Contacts, Customer Communications, and Internal Account Discourses. Addition experiences from well-known social media sites, for example, Twitter, Facebook, and LinkedIn — directly inside Salesforce.
Get a full perspective on your team’s deals with Opportunity Management. See Quotes, Competition, Stage, Products and much more. Stay associated with the individuals and data you have to bring each deal to a close.
Reports and Dashboards
Dashboards offer a continuous image of your business initially. Dig further with point by point reports that anybody can make. What’s more, get to your reports and dashboards from anyplace.
It’s a quick, simple, precise process. Get a continuous view of your team’s forecasts. Override Visibility, use In-Line Editing, Multi-Currency Support, and more to stay over your business.
Track your leads from click to close, while consistently upgrading your campaigns over each channel. Settle on more astute choices about where to contribute your marketing dollars.
Get the correct sales information at the perfect time with Data.com. Interface with key leaders quicker. Effectively plan regions. Increase marketing profitability and sales with the latest, most precise information.
The Salesforce Mobile Application transforms your cell phone into a convenient sales office. You can Log Calls, Work Opportunities, React to Blistering Leads, or check dashboards regardless of where you are.
Work Process and Approvals
Utilize Visual Workflow to quickly plan and automate any business procedure with intuitive effortlessness. And drive accomplishment with adaptable confirmations methods for expenses, sales discounts, etc.
Files Sync and Share
Now it’s simpler to share files, talk about them, publish the best, and track your substance continuously. Rapidly find what you’re searching for, share it safely, and even buy in to get cautions when something changes.
There are numerous different cool features accessible, utilizing Salesforce-Sales Cloud cool features reps can focus on selling more as opposed to putting endeavors on non-selling activities.
What is the Salesforce Service Cloud?
Salesforce offers Service Cloud as SaaS (Software as a Service). Service Cloud is based on the Salesforce Customer Success Platform, giving you a 360-degree perspective on your customer and empowering you to convey more intelligent, quicker and progressively personalized service.
With Salesforce Service Cloud, you can make an associated learning base, empower live agents chat, oversee case communications – all at one platform. You can have personalized customer interactions or even up-sell your services/products dependent on his/her past activity data.
The primary point of the Salesforce Service Cloud is to make your customer support as productive as could be expected under the circumstances. Furthermore, it does as such in various ways:
It conveys a clear pattern of a compelling customer care process, assists it along consistently, and allows a hearing to your needs.
It gives agent productivity tools to accelerate routine activities and give operators more time to concentrate on the more demanding tasks.
It permits better transparency and control for supervisors because of announcing and analytics functionality that uncovers performance insights as well as engages customer service managers to follow up on them.
Key Features of Service Cloud
Key features of Service Cloud. These features help in achieving the business objectives referenced previously. The features are portrayed beneath −
Console for Service
It is a unified stage for dealing with all cases assigned to a specialist so it can help in organizing the tasks that need to be done. This additionally assists give customized involvement to the customer of each case.
Customer Communication and Resolution are caught and sorted out into a knowledge base. This assists in quicker issue solutions.
Social Customer Service
As an ever-increasing number of customer interfaces with the association through social media, this feature helps services on the social media platform itself without requesting that the customer visit separate site pages for cooperation.
This feature assists continuous online assistance with its remarkable chat services
Salesforce1 Platform is the mobile platform to supervise customer support from any device and any place.
Service Cloud Communities
It permits clients to help themselves by helping one another. Numerous tools are accessible for self-service on different troubleshooting necessities.
Why Salesforce Service Cloud?
If your organization profoundly thinks about customer support, at that point, Salesforce Service Cloud is the thing that you should go for. Independent of whether you are in B2C or B2B area, you will have a few customers raising tickets and questions all the time. These tickets will be gotten by your service operators. Salesforce Service Cloud causes you in following and tackling these tickets productively.
This isn’t the main way how you can change the customer experience. How about we dig further and perceive how Salesforce Service Cloud is making an impression.
Maximize Agent Productivity –
The Service Cloud’s specialists can work from anyplace. With the simple management alternatives accessible such as Online Application, Knowledge Base, Mobile Device, etc. The operator profitability is upgraded leading to a decrease in overhead costs of agents.
Transforms Customer Experience –
Customer relations are radically improved – associating coordination with each client by means of live agents. You can expand your Client Reliability, Fulfilment, and Client Maintenance, prompting repeat business from existing customers, increment in the Lifetime Value of your clients, positive informal exchange for your brand.
Your information is totally secure and safe with the Service Cloud platform. It pursues a multi-layered way to secure the data which is imperative to your business.
Leverage Social Media Platforms –
You can likewise communicate with your clients via social networking media, for example, Facebook or Twitter progressively.
Case Tracking –
It encourages you in quicker case goals. This prompt better service of an individual’s everyday actions and manual errors are radically reduced.
To conclude, Salesforce Service Cloud unquestionably helps in improving your operational procedures prompting a superior experience for your customers. In view of an inspection done crosswise over organizations utilizing Salesforce Service Cloud, development in performance metrics has been radically expanded.
So as per me, it’s about various functionalities. As you can accumulate from the above, is that each Cloud is intended to help a particular set of features that you would use to sell services and products, and support those products and services. Despite the fact that both are standard modules from Salesforce and are accessible in all editions. Each has its proposed use case to serve separate business forms.
If you are thinking about Salesforce Sales Cloud and Service Cloud than it could be reasonable to look at Kloudrac. We help associations plan and strategize the most effective approach to implement Sales Cloud and Service Cloud for their business procedures. We utilize our decade long experience for you in finding the right list of feature set, and the right customizations.