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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 #1 in CRM , with an average rating of 8.2, and holds a 9.5% mindshare in the category. Salesforce Service Cloud is ranked #2 in CCEC , with an average rating of 8.4, 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
  • 5,366 Views
  • 2,859 Comparison Views
94% willing to recommend
Salesforce Service Cloud
Read 51 Salesforce Service Cloud reviews
  • 464 Views
  • 392 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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January 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
7.2
Salesforce Sales Cloud enhances adoption, decision-making, efficiency; benefits include ROI, productivity, visibility, collaboration, and non-profit fundraising.
Sentiment score
7.7
Salesforce Service Cloud delivers ROI through time savings, efficiency, better engagement, and planning; implementation affects results.
 

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
7.3
Salesforce Service Cloud praised for premium support but criticized for Level One; community forums enhance problem-solving and self-resolution.
 

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, seamlessly integrating and adapting to diverse enterprise demands across industries despite some limitations.
 

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
8.3
Salesforce Service Cloud is highly stable and scalable, with minimal issues, easy integration, and prompt resolution of rare glitches.
I have not experienced any degradation in Salesforce's performance.
For more quotes and insights, download the Salesforce Sales Cloud report
No quotes available
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Room For Improvement

Salesforce Sales Cloud needs simplified functionality, improved UI, better integration, more customization, and enhanced performance, automation, and analytics.
Salesforce Service Cloud needs improvements in integration, mobile app functionality, UI/UX, analytics, and seamless application integration.
Compared to AWS, it is slower, which could be a hindrance.
For more quotes and insights, download the Salesforce Sales Cloud report
No quotes available
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, yet can be expensive, especially for smaller firms, with customizable and negotiable options.
 

Valuable Features

Salesforce Sales Cloud provides comprehensive CRM features, customizable tools, and integrations to enhance productivity, reporting, and sales management.
Salesforce Service Cloud streamlines workflows with features like case management, customization, integration, automation, and a flexible development platform.
Its easy-to-navigate interface aids in delivering clear vision and organization, especially for sales and business management.
For more quotes and insights, download the Salesforce Sales Cloud report
No quotes available
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 (2nd), Sales Force Automation (1st), Conversation Intelligence Software (2nd)
Salesforce Service Cloud
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
51
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 9.5%, up 9.6% compared to last year.
Salesforce Service Cloud, on the other hand, focuses on CRM Customer Engagement Centers, holds 19.6% mindshare, up 16.9% since last year.
CRM
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
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Featured Reviews

Richard Mottershead - PeerSpot reviewer
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 - PeerSpot reviewer
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

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
Educational Organization
77%
Computer Software Company
4%
Financial Services Firm
3%
Manufacturing Company
2%
Financial Services Firm
17%
Educational Organization
15%
Computer Software Company
14%
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...
See all answers
What is your experience regarding pricing and costs for Salesforce Service Cloud?
Salesforce Service Cloud is a bit expensive.
See all answers
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

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Compared 31% of the time
SAP CRM vs Salesforce Sales Cloud Logo
SAP CRM vs Salesforce Sales Cloud
Compared 30% of the time
Oracle CX Sales vs Salesforce Sales Cloud Logo
Oracle CX Sales vs Salesforce Sales Cloud
Compared 6% of the time
Camunda vs Salesforce Sales Cloud Logo
Camunda vs Salesforce Sales Cloud
Compared 4% of the time
Siebel CRM vs Salesforce Sales Cloud Logo
Siebel CRM 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 22% of the time
ServiceNow vs Salesforce Service Cloud Logo
ServiceNow vs Salesforce Service Cloud
Compared 21% of the time
BSI vs Salesforce Service Cloud Logo
BSI vs Salesforce Service Cloud
Compared 9% of the time
JIRA Service Management vs Salesforce Service Cloud Logo
JIRA Service Management vs Salesforce Service Cloud
Compared 9% of the time
Vlocity vs Salesforce Service Cloud Logo
Vlocity vs Salesforce Service Cloud
Compared 8% of the time
More Salesforce Service Cloud Competitors
 

Product Reports

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