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Salesforce Sales Cloud vs Salesforce Service Cloud comparison

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Q&A Highlights
Question: is positioned in the Leaders Quadrant in the 2014 Gartner report. What are your experiences with it?
Answer: 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
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July 2022
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Here are some excerpts of what they said:
Pricing and Cost Advice
  • "The subscription is on a monthly basis."
  • "The main issue is the price. Because it's SaaS, you will have to pay on a monthly or yearly basis."
  • "It is a premium product, so it is not the cheapest solution. I think if it's implemented well, and you're getting the soft cost benefits, the efficiencies, it's justified. But not if you're looking at just apples for apples as a subscription, without the complexity that you can achieve. It can deal with complex business requirements. Some other CRMs can't. But you certainly pay, so it's a premium-charged solution. It's one of the more expensive ones."
  • "I have found Salesforce Sales Cloud to be expensive. However, it is the number one CRM solution in the world. It is worth the money."
  • "The main thing is it is costly. Salesforce it is not cheap, it's costly. Some of our customers say it is a costly solution. So, we have lost some sale opportunities regarding the high price. This is the main thing that we are facing. It is sales per user and the user price is about $150 per month, per user for the Enterprise Edition. The other edition is less than this, but it is costly. A company that has 70 or 80 users would pay more than $8,000 USD yearly because it is cloud based."
  • "My understanding is that Salesforce is a little bit expensive, but in terms of the efficiencies, automation, and visibility, I think it's definitely value for money."
  • "Implementation and add-ons may be additional costs."
  • "Being license based, the license varies by type. The pricing is considered average."
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    Answers from the Community
    Avigail Sugarman
    it_user77664 - PeerSpot reviewerit_user77664 (Consultant at a aerospace/defense firm with 10,001+ employees)

    While SalesForce CRM is not offered only as a CRM product but a SaaS platform for any business and offering solution in the similar lines. You also get Mobile platform and you are at least few years ahead of other CRM application available today in the market technically. Functionally there are cons for Salesforce where other product weigh better, but there is always a workaround for the requirement and the they offer apps in the marketplace allowing users to deploy custom solutions which the user might feel apt for their organization.

    it_user81342 - PeerSpot reviewerit_user81342 (Partner at a tech consulting company)

    We service many clients that use and Microsoft CRM. We concur with Gartner's finding that both of these platforms are feature rich and can be customized to fit many business models. In our opinion, for most applications, these two solutions are a great fit. In many cases we find that where clients are unhappy with their solution it is because it hasn't been configured or customized to fit their business process and has nothing to do with the platform itself. The platforms and technology are maturing but it takes the right partner to configure the system correctly based on a clients business needs,

    it_user7809 - PeerSpot reviewerit_user7809 (Database Expert with 51-200 employees)

    I have used RightNow CRM, Sugar CRM, and SalesForce . All three have their positives and negative points. While I have not fully explored the capabilities of all, I offer these observances.

    RightNow is by far the best platform if the focus of your CRM is technical support. Sugar CRM support case mechanics are very basic. SalesForce is only slightly better from a usage perspective but does support advanced workflows and rule functionality. RightNow is rooted in support and it shows in most of the key usability areas. First and foremost, the RightNow application displays support case threads in a single scrollable pane with an intuitive UI allowing the user to see attachments and timelines along with internal notes. RightNow handles case updates via a web portal or via email seamlessly to customers and the user. SugarCRM does not support email updates at all. SalesForce email updates are all viewable individually, but while viewing a single update, you can’t see the previous updates, so following the conversation is difficult. This is especially painful if the user is collaborating with other users on the case as it is necessary to read through all the other updates and comments separately.

    The RightNow knowledgebase is also superior to the SalesForce solutions in that the content can be much more dynamic and easily ingrained into the support process allowing users to search content for internal as well as customer facing consumption. Sugar CRM offers some KB functionality, but it is definitely third tier.

    From a sales perspective, SalesForce is unsurprisingly the leader here. Lead creation is simple and conversion to opportunities and customer records is intuitive. The simple contact and account merge functions built into SalesForce are invaluable when dealing with issues caused by multiple roles creating the same record with slight variations. Sugar CRM supports the sales function well, but the usage is less intuitive than SalesForce and capabilities for advanced features such as pipeline and forecasting don’t quite match up. My experience with the Sales functionality of RightNow was brief so I cannot offer a full comparison there. All three platforms offer MS Outlook plugins for tying in Outlook emails to CRM. SalesForce offers an “Email to SalesForce” function which allows a user to BCC an email address associated to his/her specific account. When the email is received, it is associated to the contact record and account of the recipient. This is a very convenient way to keep communications tied in to SalesForce and is platform independent, so Gmail or other platforms can use the feature without the need of a plugin.

    Marketing is addressed strongly by all three platforms allowing for email campaigns and integration into sales and other efforts. SalesForce users will likely require a third party add in to perform advanced marketing campaigns. Sugar CRM had some limitations as well that may be addressed by third parties.

    SalesForce also dominates the field when it comes to third party support and integration. This is good and bad. It’s good because it fosters competition and allows SalesForce to focus on the core platform. It’s bad because any shortcomings of the application tend to be schluffed off by SalesForce with a response of “There’s an app in the App exchange to handle that” Focus on usability items that don’t fit an easily addressed niche are not addressed. Those not interested in managing a CRM package and a herd of plugin applications have to either live with default functionality or build their own.
    All three platforms support custom programming and object definition.

    Sugar CRM is PHP based and offers a great deal of flexibility so long as the internal resources can maintain and support it. A strong PHP shop may wish to use the self-hosted platform to avoid any constraints the hosted service applies. When I last used RightNow, the application split between a .NET user application and end user pages served via PHP/Javascript/HTML. So you needed two skill sets for customizing depending upon which side you were working. Customizing the user experience was non-trivial and required a lot of massaging of .NET packages. SalesForce allows pretty easy customization of the user experience both via built in configuration as well as support for “Visual Force” pages. SalesForce includes in-application editors but falls short in supporting serious development via an external IDE. Their Eclipse plugin requires exclusive use of JDK 1.6 and fails with other versions. Not a unique Java issue, but detrimental to those developing for other platforms as they need to customize their Eclipse environment to SalesForce needs. Since Sugar CRM and SalesForce users access the app via a browser, customizing the user experience is more straight-forward.

    In summary, Sugar CRM doesn’t master any area of CRM, but for those with lightweight needs and low budgets, it certainly does the job. Organizations with involved support processes and call centers will find RightNow to be the platform of choice. However, small organizations need not apply as their sales team has no time for them. SalesForce is optimal for the sales centric organization and is flexible enough to make most other functions workable. Third party integrations such as DocuSign and other marketing and sales add-ons offer a wide range of functionality options. Be aware of the limitations between editions and note that Enterprise edition is necessary for a full range of capability and compatibility with many of the add-ons.

    it_user77631 - PeerSpot reviewerit_user77631 (Sales with 1,001-5,000 employees)

    I have been using 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.


    Questions from the Community
    Top Answer:I would rate Salesforce Sales Cloud's scalability as very good. We have scaled from 30 to 150 within three years without a glitch.
    Top Answer:I don't like the way parent-child relationships work in transactions between records in Salesforce Sales Cloud. NetSuite is a little bit more user-friendly in that sense. Salesforce Sales Cloud… more »
    Top Answer:We use this solution for opportunity and account management, contact management, quoting, marketing and for registration of events.
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    Also Known As
    Sales Cloud, SFDC, Salesforce
    Service Cloud
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    Salesforce Sales Cloud is the most widely used of sales tools and sales automation software, speeding and streamlining all phases of sales from lead management to analytics and forecasting. Thanks to Salesforce Sales Cloud, more than 100,000+ customers and 2 million subscribers worldwide can manage people and processes more effectively, pursue more business in less time, and close more deals.

    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.

    Learn more about Salesforce Sales Cloud
    Learn more about Salesforce Service Cloud
    Sample Customers
    Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips,, 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
    Top Industries
    Computer Software Company27%
    Comms Service Provider7%
    Financial Services Firm7%
    Marketing Services Firm5%
    Computer Software Company30%
    Comms Service Provider18%
    Financial Services Firm6%
    Manufacturing Company27%
    Marketing Services Firm18%
    Computer Software Company9%
    Music Company9%
    Computer Software Company40%
    Comms Service Provider11%
    Financial Services Firm6%
    Company Size
    Small Business49%
    Midsize Enterprise20%
    Large Enterprise31%
    Small Business21%
    Midsize Enterprise12%
    Large Enterprise67%
    Small Business27%
    Midsize Enterprise35%
    Large Enterprise38%
    Small Business16%
    Midsize Enterprise15%
    Large Enterprise69%
    Buyer's Guide
    July 2022
    Find out what your peers are saying about Salesforce, Microsoft, SAP and others in CRM. Updated: July 2022.
    621,327 professionals have used our research since 2012.

    Salesforce Sales Cloud is ranked 1st in CRM with 50 reviews while Salesforce Service Cloud is ranked 7th in CRM Customer Engagement Centers. Salesforce Sales Cloud is rated 8.2, while Salesforce Service Cloud is rated 0.0. The top reviewer of Salesforce Sales Cloud writes "Has good flexibility but is slow to handle feature requests". On the other hand, Salesforce Sales Cloud is most compared with Oracle E-Business Suite, SAP ERP, Camunda Platform, Siebel CRM and Oracle CX Sales, whereas Salesforce Service Cloud is most compared with ServiceNow, Vlocity, Microsoft Dynamics CRM, JIRA Service Management and Genesys Cloud.

    We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.