Salesforce Sales Cloud and Salesforce Service Cloud are two sides of the same coin. As modules within the Salesforce CRM platform—which is used by more than 100,000 companies—the Sales and Service Cloud solutions are among some of the most popular on the market. While they share some similarities from being part of the same CRM suite, Salesforce Sales Cloud and Salesforce Service Cloud meet different needs for different businesses. Let’s figure out which Salesforce CRM is best for you.

Are Salesforce Sales Cloud and Salesforce Service Cloud Similar?

On the surface, both solutions seem identical in everything but name. They are part of the same customer relationship management suite and have four identically-priced licensing tiers. Add in the fact that they both include case, account, and contact management, and they seem to be two identical packages.

The following features are shared between Salesforce Sales Cloud and Salesforce Service Cloud:

• Collaboration Tools
• Basic Case Management
• Customizable Reports and Dashboards
• A Mobile Application
• Email Integration with Outlook
• Google Apps Integration

But it’s what’s on the inside that counts, and the contents of these software packages make them unique enough that they require consideration. Salesforce Sales Cloud is better for bringing in customers, while Salesforce Service Cloud gives businesses the necessary tools to maintain their current customer base. 

What Does Salesforce Sales Cloud Do?

Salesforce Sales Cloud covers every aspect of the sales funnel, from the moment a lead clicks a website link to the conversion that makes them a customer. Sales Cloud expedites the customer discovery process and makes closing deals easier than ever. Insights enter the software from linked social media accounts to deliver a holistic view of an individual contact’s journey through the sales funnel. 

The Essentials edition of Salesforce Sales Cloud includes these unique features:

• Management Tools 
  • Lead Management
  • Account Management
  • Opportunity Management
  • Contact Management 
• Case Management for Upselling and Cross-selling
• Workflow Automation

What Does Salesforce Services Cloud Do?

Salesforce Service Cloud is built for companies that offer services and support to customers. The greatest draw for Salesforce Service Cloud is its Omni-Channel Routing, which tracks your agents’ availability and skillsets so that support tickets are paired with the best-fit team member. Active support tickets are listed in the contact center, where support managers can quickly view what conversations are happening and offer assistance wherever needed. 

The Essentials edition of Salesforce Service Cloud includes these unique features:

• Self-Serve and Digital Engagement Tools
  • Self-service Help Center
  • Embedded Chat
  • Web and In-App Chat
• Case Management for Support 
• Interactive Knowledge Base 

Can I Use Salesforce Sales Cloud and Salesforce Service Cloud Together?

Yes, you can! Because they are part of the same platform and offered by the same software provider, Sales Cloud and Service Cloud integrate seamlessly with one another and other Salesforce solutions. They are even offered as a Sales and Service Cloud bundle, which is great for companies with complex sales and service processes. Of course, your business may only need one solution to run more efficiently. 

Which Salesforce Cloud Product Is Best for My Business? 

Consider the following table to understand which Salesforce CRM application might be a good fit for your company.