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 #1 in CRM , with an average rating of 8.2, and holds a 9.0% mindshare in the category. Salesforce Service Cloud is ranked #2 in CCEC , with an average rating of 8.3, and holds a 19.6% 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 114 Salesforce Sales Cloud reviews

5,511 Views
2,933 Comparison Views

94% willing to recommend

Salesforce Service Cloud

Read 53 Salesforce Service Cloud reviews

457 Views
372 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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To learn more, read our detailed CRM Report (Updated: March 2025).

Buyer's Guide

CRM

March 2025

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Helped 848,270 peers since 2012

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

7.2

Salesforce Sales Cloud enhances adoption, decision-making, efficiency; benefits include ROI, productivity, visibility, collaboration, and non-profit fundraising.

Sentiment score

7.5

Salesforce Service Cloud offers high ROI with improved service efficiency, though success varies by company size and careful planning is needed.

No quotes available

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Salesforce Service Cloud requires significant maintenance effort to see ROI.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Customer Service

Sentiment score

7.1

Salesforce Sales Cloud's varying support quality depends on subscription, with premium options preferred and community resources enhancing user experience.

Sentiment score

7.2

Salesforce Service Cloud offers responsive support, though some recommend premium options due to occasional delays and level one frustrations.

No quotes available

For more quotes and insights, download the Salesforce Sales Cloud report

Unless you have premium support, assistance is restricted.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Scalability Issues

Sentiment score

7.8

Salesforce Sales Cloud scales well for various business sizes, though challenges and costs may arise with over 3,000 users.

Sentiment score

8.2

Salesforce Service Cloud excels in scalability, integration, and customization, appealing to businesses of various sizes despite governor limits.

Salesforce is highly scalable and operates efficiently.

Sundus Ajmal

AWS Cloud Engineer at Accenture

For more quotes and insights, download the Salesforce Sales Cloud report

Nobody can compete with Salesforce Service Cloud's scalability.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Stability Issues

Sentiment score

8.2

Salesforce Sales Cloud is highly stable and reliable, with minor issues often related to configuration rather than the platform.

Sentiment score

8.2

Salesforce Service Cloud is highly stable and reliable, with swift issue resolution and minimal integration challenges, supporting customizations effectively.

I have not experienced any degradation in Salesforce's performance.

Sundus Ajmal

AWS Cloud Engineer at Accenture

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.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Room For Improvement

Salesforce Sales Cloud needs simplified functionality, improved UI, better integration, more customization, and enhanced performance, automation, and analytics.

Salesforce Service Cloud users seek enhancements in email integration, UI speed, AI features, pricing, and system integration.

Compared to AWS, it is slower, which could be a hindrance.

Sundus Ajmal

AWS Cloud Engineer at Accenture

For more quotes and insights, download the Salesforce Sales Cloud report

Salesforce Service Cloud should focus on simplification.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

For more quotes and insights, download the Salesforce Service Cloud report

Setup Cost

Salesforce Sales Cloud is costly but offers extensive capabilities; price negotiation is advised for large-scale deployments.

Salesforce Service Cloud offers flexible pricing that can be expensive; negotiation can help optimize costs for enterprises.

No quotes available

For more quotes and insights, download the Salesforce Sales Cloud report

Salesforce Service Cloud is expensive.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

For more quotes and insights, download the Salesforce Service Cloud report

Valuable Features

Salesforce Sales Cloud provides comprehensive CRM features, customizable tools, and integrations to enhance productivity, reporting, and sales management.

Salesforce Service Cloud excels in integration, automation, and customization, enhancing efficiency and user experience with robust features.

Its easy-to-navigate interface aids in delivering clear vision and organization, especially for sales and business management.

Sundus Ajmal

AWS Cloud Engineer at Accenture

For more quotes and insights, download the Salesforce Sales Cloud report

Salesforce Service Cloud improved our organization with its mobile capabilities.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

Salesforce Service Cloud offers pre-built packages that are best in class.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Categories and Ranking

Salesforce Sales Cloud

Average Rating

8.4

Reviews Sentiment

7.0

Number of Reviews

114

Ranking in other categories

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

Salesforce Service Cloud

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (5th), Knowledge Management Software (2nd), 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 9.0%, down 10.1% compared to last year.
Salesforce Service Cloud, on the other hand, focuses on CRM Customer Engagement Centers, holds 19.6% mindshare, up 16.5% 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

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.

High scalability with good plugins and excellent customer visibility

The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.

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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

19%

Computer Software Company

13%

Educational Organization

12%

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.

See all answers

What needs improvement with Salesforce Sales Cloud?

Improving system performance and processing speed would enhance productivity and allow for even smoother workflows according to my view. Additionally, introducing faster data retrieval and real-tim...

See all answers

What is your primary use case for Salesforce Sales Cloud?

My primary use case for Salesforce is to streamline sales strategies, define key sales parameters, and manage focus areas effectively. I leverage Salesforce to record, track, and optimize our sales...

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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 pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.

See all answers

What is your primary use case for Salesforce Service Cloud?

I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.

See all answers

Comparisons

Microsoft Dynamics CRM vs Salesforce Sales Cloud

Compared 29% of the time

SAP CRM vs Salesforce Sales Cloud

Compared 29% of the time

Oracle CX Sales vs Salesforce Sales Cloud

Compared 6% of the time

Oracle CRM vs Salesforce Sales Cloud

Compared 4% of the time

Camunda vs Salesforce Sales Cloud

Compared 4% of the time

More Salesforce Sales Cloud Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 20% of the time

ServiceNow vs Salesforce Service Cloud

Compared 18% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 7% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Pega CRM vs Salesforce Service Cloud

Compared 7% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Salesforce Sales Cloud

March 2025

Download Salesforce Sales Cloud product report

Buyer's Guide

Salesforce Service Cloud

March 2025

Download Salesforce Service Cloud product report

Also Known As

Sales Cloud, SFDC, Salesforce

Service Cloud

Overview

Salesforce Sales Cloud is a comprehensive CRM platform designed for efficient lead management, sales forecasting, and customer engagement, offering extensive customization and cloud-based accessibility.

Aimed at enhancing business efficiency, Salesforce Sales Cloud supports core business processes like CRM, lead and opportunity management, sales forecasting, and customer engagement. Its robust integration capabilities allow seamless connectivity with ERP systems and various applications. The platform offers pipeline tracking, process automation, and advanced sales cycle management. Users appreciate its cloud-based accessibility, allowing teams to operate remotely and manage sales operations effectively. However, users highlight concerns about its complexity, cost, and the need for a more intuitive interface.

What features does Salesforce Sales Cloud offer?

Customization: Tailor the CRM to meet specific business requirements.
Robust Reporting: Comprehensive analytics and data insights.
Lead Management: Efficiently manage and convert leads.
API Integration: Seamless connectivity with multiple applications.
Cloud Accessibility: Work from anywhere with cloud-based access.

What benefits should be evaluated in Salesforce Sales Cloud reviews?

Enhanced Productivity: Streamline sales processes with automation.
Improved Collaboration: Facilitate team coordination and client engagement.
Accurate Forecasting: Make informed decisions with reliable sales forecasts.
Flexibility: Accommodate diverse industry needs with ease.
Legacy System Integration: Efficiently update and integrate with existing systems.

Salesforce Sales Cloud is widely implemented across industries such as finance, healthcare, and retail, supporting sales teams in tracking and managing sales operations. Its use extends to reporting, collaboration, and enhancing client interactions, allowing companies to tailor Salesforce to meet industry-specific requirements efficiently.

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

Find out what your peers are saying about Salesforce, Microsoft, SAP and others in CRM. Updated: March 2025.

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