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 8.1, and holds a 11.3% mindshare in the category. Salesforce Service Cloud is ranked #2 in CCEC , with an average rating of 8.4, and holds a 18.2% mindshare. Additionally, 93% 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 112 Salesforce Sales Cloud reviews

5,423 Views
2,841 Comparison Views

93% willing to recommend

Salesforce Service Cloud

Read 51 Salesforce Service Cloud reviews

515 Views
417 Comparison Views

96% willing to recommend

Salesforce Sales Cloud

Salesforce Service Cloud

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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Buyer's Guide

CRM

October 2024

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Categories and Ranking

Salesforce Sales Cloud

Average Rating

8.4

Number of Reviews

112

Ranking in other categories

CRM (2nd), Opportunity Management (2nd), Sales Force Automation (1st), Conversation Intelligence Software (3rd)

Salesforce Service Cloud

Average Rating

8.4

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (5th), 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 11.3%, up 8.4% compared to last year.
Salesforce Service Cloud, on the other hand, focuses on CRM Customer Engagement Centers, holds 18.2% mindshare, up 18.1% since last year.

CRM

CRM Customer Engagement Centers

Q&A Highlights

Avigail Sugarman

Community Manager at PeerSpot (formerly IT Central Station)

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

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Featured Reviews

Richard Mottershead

Enterprise Architect at a non-profit with 501-1,000 employees

Apr 24, 2024

Infinitely customizable, good end-to-end sales and customer management processes but lacks good documentation

Essentially, it's the CRM solution for managing customers and leads. The features that had the most significant impact on our sales efficiency include flexibility, regular updates, and very good end-to-end sales and customer management processes. AI and machine learning are on the agenda for next year. Initially, it will be very silo-based, but eventually, we'll be integrating MIBI data into our solution. Sales Cloud's reporting and analytics capabilities influenced our sales strategy quite a lot. We can build every report as a dashboard, and there are various sorts of things. We are using Tableau as our MIBI analytic solution, which is also owned by Salesforce these days.

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ChanchalSaxena

Lead Digital Transformation at Kohler Co.

Jan 3, 2024

High scalability with good plugins and excellent customer visibility

The Primary objectives of our solution are to improve the customer experience, improve process efficiency, and eliminate the wasted costs involved in business operations. For example, we're focusing more on the improvement of DIY (Do it Yourself). The call load reduces the need for visits by…

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Quotes from Members

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

Pros

"The most valuable feature of Salesforce Sales Cloud is for teams the ability to do marketing on our page and to manage their marketing leads. You are able to close a deal and do the renewal. For the life cycle management for customer management, we use Salesforce Sales Cloud. The performance of the solution is good."

"We use workflows for sales flows and various automation, such as assignment rules and validations provided by Salesforce. When out-of-the-box solutions aren't enough, we delve into coding, utilizing synchronous and asynchronous methods. Additionally, we employ tools like lightning components."

"I would rate Salesforce Sales Cloud's scalability as very good. We have scaled from 30 to 150 within three years without a glitch."

"The most valuable features are performance and integration."

"Salesforce Sales Cloud is a stable solution."

"The most valuable features are the reporting and the custom codes."

"The solution is stable."

"We can implement checks to ensure proper data entry with validation rules."

More Salesforce Sales Cloud pros

"The most valuable feature of the solution is the traceability of actions."

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

"There is an out-of-the-box feature for reporting and analytics"

"We use Salesforce Service Cloud for lead management and opportunity management."

"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."

"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."

"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."

"Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency."

More Salesforce Service Cloud pros

Cons

"Sales Cloud could be improved with more training. In general, the training is very good, but you have to really seek out some good options in order to upskill yourself. Another thing, which could also be a benefit, is that Sales is very customizable. If you move from one organization to another, you can see your Salesforce as before, but their Sales Cloud may look completely different from what you're used to. It's not like Microsoft Excel or Trello, where the layout and all the functions are the same. Because it's so customizable, I feel like there is a bit of a learning curve when you inherit another Sales Cloud instance. To be honest, I think that's the beauty of Salesforce because you can customize it so much to fit your needs as a company. It follows your processes and use cases in order for you to get the most out of the system itself."

"I would like if Sales Cloud had the flexibility to create or edit the forms used to submit requests. Right now, they're fixed, and users can't edit them. Only administrators have editing privileges, so it takes too long to make changes."

"Salesforce Sales Cloud needs a more user-friendly interface."

"We prefer using local solutions like RD Station in Brazil due to pricing considerations."

"The user interface could be more intuitive. I had some challenges with how to convert from a lead to an opportunity."

"Applications that can help with migrating data over from the sandbox to production would make it easier because sometimes change sets can be bulky and they're not always as effective. This can be frustrating when you make a lot of changes and try to put those changes into production."

"The product lacks to offer some AI capabilities."

"If the infrastructure is not correct, then customers are having an issue and it's taking a lot of time to load."

More Salesforce Sales Cloud cons

"It is kind of a struggle to get a report that shows something you want it to show."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."

"The main concern for me revolves around the speed of certain integrations."

"Salesforce Service Cloud's report functionality could be improved."

"The pricing of the solution can be made cheaper."

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

"The solution’s user interface could be improved."

More Salesforce Service Cloud cons

Pricing and Cost Advice

"There is a license required to use this solution and the price is expensive. It could be reduced."

"The tool's pricing is based on the number of users. It has a different pricing for 0-100 and another for 100-500 users."

"The main issue is the price. Because it's SaaS, you will have to pay on a monthly or yearly basis."

"I've seen the prices for Salesforce Sales Cloud, but I haven't been the one to handle the money. As someone who's only visually looked at the price, I would imagine it's on the pricier side, but they do have a ton of leverage, and seeing that everyone I've worked for has always been dedicated to continuing Salesforce. I've never worked for anyone who has threatened to leave. Everyone has accepted the pricing for what they offer."

"In terms of investment value and return of the investment, Salesforce right now is pretty good on the Western markets where the price of the employees is pretty high."

"Salesforce Sales Cloud is an expensive solution."

"The price of Salesforce Sales Cloud could be reduced. It is expensive."

"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."

More Salesforce Sales Cloud pricing and cost advice

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"Salesforce is very cost-effective."

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"The solution is priced at 50 dollars a month per user."

"Salesforce Service Cloud is a highly expensive solution"

"The tool is pretty expensive."

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"The price is too expensive."

More Salesforce Service Cloud pricing and cost advice

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Answers from the Community

Avigail Sugarman

Community Manager at PeerSpot (formerly IT Central Station)

Jun 24, 2014

Salesforce.com is positioned in the Leaders Quadrant in the 2014 Gartner report. What are your experiences with it?

2 out of 7 answers

it_user77631

Sales at InterCall

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

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it_user88374

Program Manager at a government with 501-1,000 employees

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

Educational Organization

75%

Computer Software Company

Financial Services Firm

Manufacturing Company

Financial Services Firm

16%

Educational Organization

16%

Computer Software Company

15%

Manufacturing Company

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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.

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What needs improvement with Salesforce Sales Cloud?

We do have a backlog, and we're currently working on addressing it. However, we're trying to overcome some limitations with the standard Salesforce features. We're exploring options to find a techn...

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What is your primary use case for Salesforce Sales Cloud?

Salesforce offers a comprehensive suite of CRM functionalities to support various aspects of sales and customer relationship management. I am currently focused on managing APAC roadmaps and strateg...

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What is your experience regarding pricing and costs for Salesforce Service Cloud?

Salesforce Service Cloud is a bit expensive.

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What needs improvement with Salesforce Service Cloud?

Reporting could be improved.

See all answers

What is your primary use case for Salesforce Service Cloud?

I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.

See all answers

Comparisons

Microsoft Dynamics CRM vs Salesforce Sales Cloud

Compared 33% of the time

SAP CRM vs Salesforce Sales Cloud

Compared 32% of the time

IQVIA Orchestrated Customer Engagement vs Salesforce Sales Cloud

Compared 7% of the time

Oracle CX Sales vs Salesforce Sales Cloud

Compared 5% of the time

Oracle E-Business Suite vs Salesforce Sales Cloud

Compared 4% of the time

More Salesforce Sales Cloud Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 25% of the time

ServiceNow vs Salesforce Service Cloud

Compared 25% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 12% of the time

BSI vs Salesforce Service Cloud

Compared 11% of the time

Vlocity vs Salesforce Service Cloud

Compared 10% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Salesforce Sales Cloud

September 2024

Download Salesforce Sales Cloud product report

Buyer's Guide

Salesforce Service Cloud

September 2024

Download Salesforce Service Cloud product report

Also Known As

Sales Cloud, SFDC, Salesforce

Service Cloud

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Salesforce

Overview

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.

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

Find out what your peers are saying about Microsoft, Salesforce, monday.com and others in CRM. Updated: October 2024.

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