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Salesforce Sales Cloud vs Salesforce Service Cloud comparison

The compared Salesforce Sales Cloud and Salesforce Service Cloud solutions aren't in the same category. Salesforce Sales Cloud is ranked #2 in CRM , with an average rating of 8.2, and holds a 2.8% mindshare in the category. Salesforce Service Cloud is ranked #1 in CCEC , with an average rating of 8.3, and holds a 13.5% mindshare. Additionally, 94% of Salesforce Sales Cloud users are willing to recommend the solution, compared to 96% of Salesforce Service Cloud users who would recommend it.
Salesforce Sales Cloud
Read 117 Salesforce Sales Cloud reviews
  • 5,161 Views
  • 3,871 Comparison Views
94% willing to recommend
Salesforce Service Cloud
Read 56 Salesforce Service Cloud reviews
  • 1,986 Views
  • 715 Comparison Views
96% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Salesforce Sales Cloud and Salesforce Service Cloud based on real PeerSpot user reviews.

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CRM
October 2025
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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.7
Salesforce Sales Cloud boosts data visibility, efficiency, team collaboration, and productivity, enhancing nonprofits' fundraising and grant competitiveness.
Sentiment score
6.5
Salesforce Service Cloud improves ROI through efficiency, visibility, and integration, yielding up to 50% ROI amidst varying challenges.
Many first-time CRM users are unaware of all features and best practices, so we guide them with use cases, sample work, or sometimes create a POC to show them how their system will look and the expected outcomes.
Salesforce Sales Cloud is a fantastic tool but requires disciplined data entry by sales personnel and operations teams to maintain data quality.
For more quotes and insights, download the Salesforce Sales Cloud report
Salesforce Service Cloud requires significant maintenance effort to see ROI.
For more quotes and insights, download the Salesforce Service Cloud report
Kamal Deep - PeerSpot reviewerNavinJacob - PeerSpot reviewerreviewer2688993 - PeerSpot reviewer
 

Customer Service

Sentiment score
7.0
Salesforce Sales Cloud's support is efficient and helpful when paid, but free support is slow and basic.
Sentiment score
5.6
Salesforce Service Cloud is praised for responsiveness and community support, though premium support is recommended for complex issues.
Support requires a subscription and when taken, the service is pretty nice.
For more quotes and insights, download the Salesforce Sales Cloud report
Unless you have premium support, assistance is restricted.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
For more quotes and insights, download the Salesforce Service Cloud report
NavinJacob - PeerSpot reviewerreviewer2688993 - PeerSpot reviewerKishor Namburu - PeerSpot reviewer
 

Scalability Issues

Sentiment score
7.7
Salesforce Sales Cloud is scalable and adaptable across organizations but faces challenges with performance and licensing impact on scalability.
Sentiment score
8.1
Salesforce Service Cloud is scalable, customizable, and cloud-based, enabling seamless growth and integration for enterprise-level adaptability.
Salesforce Sales Cloud is totally cloud native, requiring no additional effort for scalability.
Salesforce is highly scalable and operates efficiently.
For more quotes and insights, download the Salesforce Sales Cloud report
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
For more quotes and insights, download the Salesforce Service Cloud report
NavinJacob - PeerSpot reviewer
SA
Kishor Namburu - PeerSpot reviewerreviewer2688993 - PeerSpot reviewer
 

Stability Issues

Sentiment score
8.1
Salesforce Sales Cloud is stable and reliable, with high ratings, minor issues from configuration, and occasional performance slowdowns with large datasets.
Sentiment score
7.9
Salesforce Service Cloud is stable and reliable, with rare disruptions, excellent support, and scalability when following best practices.
Salesforce Sales Cloud is very stable.
I have not experienced any degradation in Salesforce's performance.
For more quotes and insights, download the Salesforce Sales Cloud report
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
For more quotes and insights, download the Salesforce Service Cloud report
NavinJacob - PeerSpot reviewer
SA
reviewer2688993 - PeerSpot reviewer
 

Room For Improvement

Salesforce Sales Cloud is complex and expensive, with user interface, integration, scalability, and customization challenges impacting usability.
Salesforce Service Cloud needs UI/UX improvements, pricing adjustments, stability, better integrations, and enhanced reporting, email, and AI capabilities.
Compared to AWS, it is slower, which could be a hindrance.
With today's generative AI capabilities like ChatGPT, it should be possible to directly communicate with the software rather than navigating through the entire system manually.
For more quotes and insights, download the Salesforce Sales Cloud report
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.
Salesforce Service Cloud should focus on simplification.
Configuring Flows in Salesforce Service Cloud is very difficult.
For more quotes and insights, download the Salesforce Service Cloud report
SA
NavinJacob - PeerSpot reviewer
JM
reviewer2688993 - PeerSpot reviewerMARIA PILAR CANDA - PeerSpot reviewer
 

Setup Cost

Salesforce Sales Cloud is costly but valued for ROI, with pricing varying by edition and negotiable for discounts.
Salesforce Service Cloud's high costs can be offset by negotiating contracts, offering flexible licensing and significant functionality for large teams.
This happened for the first time because of the new CEO, Arundhati, who revolutionized pricing strategies, allowing discounts of 60-70% for Salesforce Sales Cloud in India.
Without negotiation, costs can become expensive.
I would rate the price for Salesforce Sales Cloud as a three, where one is a high price.
For more quotes and insights, download the Salesforce Sales Cloud report
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Salesforce Service Cloud is expensive.
For more quotes and insights, download the Salesforce Service Cloud report
Kamal Deep - PeerSpot reviewerNavinJacob - PeerSpot reviewerLuís Silva - PeerSpot reviewerreviewer2677440 - PeerSpot reviewerreviewer2688993 - PeerSpot reviewer
 

Valuable Features

Salesforce Sales Cloud enhances sales efficiency with customization, integration, automation, and analytics, appealing to organizations seeking seamless processes.
Salesforce Service Cloud excels in customization, integration, automation, and scalability, offering real-time data, email management, and extensive API support.
Its easy-to-navigate interface aids in delivering clear vision and organization, especially for sales and business management.
The Einstein Analytics and the inbuilt reporting are very useful for keeping track of pipeline movement.
The biggest benefit of the Salesforce Sales Cloud is a centralized point, a centralized source of truth for customer-related information; you centralize all the information in a single database, and that's the biggest benefit.
For more quotes and insights, download the Salesforce Sales Cloud report
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
Clients gain productivity and save time with Salesforce Service Cloud.
For more quotes and insights, download the Salesforce Service Cloud report
SA
NavinJacob - PeerSpot reviewerLuís Silva - PeerSpot reviewerreviewer2677440 - PeerSpot reviewerreviewer2688993 - PeerSpot reviewerMARIA PILAR CANDA - PeerSpot reviewer
 

Categories and Ranking

Salesforce Sales Cloud
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
117
Ranking in other categories
CRM (2nd), Opportunity Management (1st), Sales Force Automation (2nd), Conversation Intelligence Software (3rd)
Salesforce Service Cloud
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
56
Ranking in other categories
CRM Customer Engagement Centers (1st), Help Desk Software (4th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
 

Mindshare comparison

Salesforce Sales Cloud and Salesforce Service Cloud aren’t in the same category and serve different purposes. Salesforce Sales Cloud is designed for CRM and holds a mindshare of 2.8%, down 10.5% compared to last year.
Salesforce Service Cloud, on the other hand, focuses on CRM Customer Engagement Centers, holds 13.5% mindshare, down 18.0% since last year.
CRM Market Share Distribution
ProductMarket Share (%)
Salesforce Sales Cloud2.8%
Microsoft Dynamics CRM3.5%
SAP CRM3.1%
Other90.6%
CRM
CRM Customer Engagement Centers Market Share Distribution
ProductMarket Share (%)
Salesforce Service Cloud13.5%
Microsoft Dynamics CRM18.2%
ServiceNow Customer Service Management8.1%
Other60.2%
CRM Customer Engagement Centers
 

Q&A Highlights

AS
Jun 24, 2014
Salesforce.com is positioned in the Leaders Quadrant in the 2014 Gartner report. What are your experiences with it?
I would prefer to chose platform based on specific needs vs directly looking at Gartner report however I agree that quadrant placement of different products can be used gain perspective. I have used Siebel , Salesforce ,Saleslogix ,Rightnow & Vocalcom.Based on my experience ,each product has its Pros & cons.So product selection is direct function of "your business needs & requirements" I would rate Siebel to be functionally rich when it comes to complex workflow ,Rules while automating Sales , Marketing & after market service processes. Salesforce is user friendly & intuitive tool with a very strong Social CRM feature- Chatter.For Contact center & Customer experience management , Vocalcom & Salesforce would offer complementary feature sets. I have done one of the most complex migration project from Siebel to Salesforce & we ended up buying 4 different ancillary tools such as Marketo ,ServiceMax ,OBIEE etc to meet our different objective across CRM function (Marketing,Sales , After Market Service, CRM insight etc).Initially , we thought we could do all using Salesforce but had to settle down with many more tools & we could only meet 85% of our business requirement that we managing only through single Tool - Siebel. Thanks Pratyush
See all answers
 

Featured Reviews

Kamal Deep - PeerSpot reviewer
Experience exceptional project enhancements and seamless automation integration
Salesforce Sales Cloud itself is a wonderful solution, and there are two different versions: Lightning and classic. The Lightning version is a new generation version compatible with any mobile device, whether it's a phone, iPad, or any size of screen. The reporting and analytics functionalities, especially with the Einstein feature, are wonderful because it allows for analysis of data regarding your opportunity pipeline, giving insight into how long it will take to close deals. This gives a great understanding of running different levels of campaigns and defining smart workflows, where if one task is done, the other task can automatically get created and assigned to different team members. This flexibility is a key benefit of Salesforce Sales Cloud. Lead management is a great feature in Salesforce Sales Cloud because if you go for enterprise and above licenses, you can define different record types. For example, if one company is into two different businesses such as real estate and car reselling, both being opposite, this can be defined in Salesforce Sales Cloud, allowing for different workflows, fields, and mechanisms that do not affect each other's operations. The predictive insight feature known as forecasting is a very old feature of Salesforce Sales Cloud, giving predictions based on your pipeline and previous opportunity closings. The new Einstein analytics feature is more advanced and is enabled with AI, providing better forecasting based on your current pipeline. Salesforce Sales Cloud is working smartly with AI to help close more deals based on opportunity stages, trends, and industries, advising on the steps to take next. Lead generation is the most important thing because every sale starts from the lead. At the lead level, different stages and resources can be defined. You can capture leads from various resources, with Salesforce Sales Cloud offering a web-to-lead feature and integrations with LinkedIn to fetch data. Once a lead is qualified and converted into opportunities, there are stages with percentages, and workflows can help in easily closing deals.
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MARIA PILAR CANDA - PeerSpot reviewer
Improved customer service and post-sales support saves time
The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.
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Answers from the Community

AS
Jun 24, 2014
Jun 24, 2014
Salesforce.com is positioned in the Leaders Quadrant in the 2014 Gartner report. What are your experiences with it?
I would prefer to chose platform based on specific needs vs directly looking at Gartner report however I agree that quadrant placement of different products can be used gain perspective. I have used Siebel , Salesforce ,Saleslogix ,Rightnow & Vocalcom.Based on my experience ,each product has its Pros & cons.So product selection is direct function of "your business needs & requireme...
2 out of 7 answers
it_user77631 - PeerSpot reviewer
Jun 18, 2014
I have been using Salesforce.com for the past 4 years and have had an extremely positive experience. It not only allows you to store and manage customer data, but also to collaborate with colleagues and share questions and ideas. In addition, I find the reporting tools to be invaluable. Regards, Zoe
Read full answer
it_user88374 - PeerSpot reviewer
Jun 18, 2014
Sorry.  I do not have any experience with Salesforce.
Read full answer
See all 7 answers
 

Top Industries

By visitors reading reviews
Computer Software Company
11%
Manufacturing Company
10%
Financial Services Firm
9%
University
7%
Financial Services Firm
15%
Performing Arts
9%
Manufacturing Company
9%
University
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business54
Midsize Enterprise26
Large Enterprise40
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise13
Large Enterprise24
 

Questions from the Community

What do you like most about Salesforce Sales Cloud?
The features of Sales Cloud most useful for testing and running email campaigns are highly valuable.
See all answers
What needs improvement with Salesforce Sales Cloud?
From a customer perspective, it's a very stable system, and people are used to its functionalities, good and bad. Improvement, in my opinion, would be to include AI functionality in a simpler way; ...
See all answers
What is your primary use case for Salesforce Sales Cloud?
For managing two different things, I'm managing some sales pipeline, the pipeline of sales of some products, and also doing marketing automation for after-sales.
See all answers
What is your experience regarding pricing and costs for Salesforce Service Cloud?
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
See all answers
What needs improvement with Salesforce Service Cloud?
The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is chall...
See all answers
What is your primary use case for Salesforce Service Cloud?
We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...
See all answers
 

Comparisons

Microsoft Dynamics CRM vs Salesforce Sales Cloud Logo
Microsoft Dynamics CRM vs Salesforce Sales Cloud
Compared 17% of the time
SAP CRM vs Salesforce Sales Cloud Logo
SAP CRM vs Salesforce Sales Cloud
Compared 15% of the time
Oracle CX Sales vs Salesforce Sales Cloud Logo
Oracle CX Sales vs Salesforce Sales Cloud
Compared 5% of the time
Siebel CRM vs Salesforce Sales Cloud Logo
Siebel CRM vs Salesforce Sales Cloud
Compared 4% of the time
Campfire Interactive vs Salesforce Sales Cloud Logo
Campfire Interactive vs Salesforce Sales Cloud
Compared 4% of the time
More Salesforce Sales Cloud Competitors
Microsoft Dynamics CRM vs Salesforce Service Cloud Logo
Microsoft Dynamics CRM vs Salesforce Service Cloud
Compared 26% of the time
ServiceNow vs Salesforce Service Cloud Logo
ServiceNow vs Salesforce Service Cloud
Compared 12% of the time
NICE CXone vs Salesforce Service Cloud Logo
NICE CXone vs Salesforce Service Cloud
Compared 8% of the time
JIRA Service Management vs Salesforce Service Cloud Logo
JIRA Service Management vs Salesforce Service Cloud
Compared 6% of the time
BSI vs Salesforce Service Cloud Logo
BSI vs Salesforce Service Cloud
Compared 3% of the time
More Salesforce Service Cloud Competitors
 

Product Reports

Buyer's Guide
Salesforce Sales Cloud
October 2025
Salesforce Sales Cloud reportDownload Salesforce Sales Cloud product report
Buyer's Guide
Salesforce Service Cloud
October 2025
Salesforce Service Cloud reportDownload Salesforce Service Cloud product report
 

Also Known As

Sales Cloud, SFDC, Salesforce
Service Cloud
 

Overview

Salesforce Sales Cloud is a comprehensive tool lauded for its customization, ease of use, and integration capabilities. Its cloud-based nature offers seamless access and scalability, helping manage leads, opportunities, and workflows efficiently. Powerful reporting and dashboards enhance visibility and productivity.

Salesforce Sales Cloud serves as an essential aid for companies aiming to streamline sales processes. It integrates sales and marketing, manages customer data, and supports automation, which increases efficiency. Despite its expense and complex interface, its ability to forecast, track customer engagement, and automate key workflows stands out. Companies encounter challenges with system costs and integration issues, particularly regarding third-party applications and mobile functionality. Reporting and dashboards offer significant insights, although room for improvement exists. Licensing costs and storage fees are considerations for prospects, alongside the need for improved training and AI features. Users maximize the platform for sales pipeline management, forecasting, and operational analytics.

What are the most important features?
  • Customization: Tailor the platform to fit exact business objectives.
  • Integration: Seamlessly connect with apps and platforms, improving workflow.
  • Automation: Streamline lead management and workflows, reducing manual tasks.
  • Reporting and Dashboards: Gain insights for informed decision-making.
  • Cloud-based Access: Ensure scalability and accessibility from anywhere.
What benefits can users expect?
  • Enhanced Productivity: Automation and robust tracking improve efficiency.
  • Increased Sales Efficiency: Manage pipelines and opportunities seamlessly.
  • Better Forecasting: Advanced features provide valuable foresight into sales trends.
  • Operational Efficiency: Analytics and reporting fortify strategic planning.

Organizations across industries utilize Salesforce Sales Cloud from finance to healthcare for business development and CRM tasks. It is integral to managing accounts, leading pipelines, and aligning sales with marketing strategies. Firms improve customer relations and operational efficiency through its analytics and reporting capabilities.

Salesforce

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce
 

Sample Customers

Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
Buyer's Guide
CRM
October 2025
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