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Salesforce Sales Cloud vs Salesforce Service Cloud comparison

 

Comparison Buyer's Guide

Executive Summary

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 boosts productivity, decision-making, and efficiency with increased donations and streamlined sales for nonprofits and companies.
Sentiment score
7.5
Salesforce Service Cloud delivers ROI through time savings, efficiency, better engagement, and planning; implementation affects results.
 

Customer Service

Sentiment score
7.0
Salesforce Sales Cloud offers efficient service, with tiered support quality; users commend premier services but seek faster basic support.
Sentiment score
7.4
Salesforce Service Cloud praised for premium support but criticized for Level One; community forums enhance problem-solving and self-resolution.
 

Scalability Issues

Sentiment score
7.7
Salesforce Sales Cloud is scalable across company sizes, supporting expansion but may face data limits and cost challenges.
Sentiment score
8.3
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 stable and reliable, with minimal downtime and consistently high user satisfaction ratings.
Sentiment score
8.3
Salesforce Service Cloud is highly stable and scalable, with minimal issues, easy integration, and prompt resolution of rare glitches.
 

Room For Improvement

Salesforce Sales Cloud has a complex interface, slow loading, high cost, limited integration, and requires improved AI, automation, and support.
Salesforce Service Cloud needs improvements in integration, mobile app functionality, UI/UX, analytics, and seamless application integration.
 

Setup Cost

Salesforce Sales Cloud offers customization and features but is costly; bulk purchases and consultants can optimize expenses.
Salesforce Service Cloud offers flexible pricing, yet can be expensive, especially for smaller firms, with customizable and negotiable options.
 

Valuable Features

Salesforce Sales Cloud enhances productivity with customizable features, automation, integration, and user-friendly interface for improved sales and CRM.
Salesforce Service Cloud streamlines workflows with features like case management, customization, integration, automation, and a flexible development platform.
 

Categories and Ranking

Salesforce Sales Cloud
Average Rating
8.4
Reviews Sentiment
7.0
Number of Reviews
113
Ranking in other categories
CRM (1st), Opportunity Management (2nd), Sales Force Automation (1st), Conversation Intelligence Software (3rd)
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 11.1%, up 8.9% compared to last year.
Salesforce Service Cloud, on the other hand, focuses on CRM Customer Engagement Centers, holds 19.1% mindshare, up 16.8% since last year.
CRM
CRM Customer Engagement Centers
 

Q&A Highlights

AS
Jun 24, 2014
 

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.
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
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
it_user88374 - PeerSpot reviewer
Jun 18, 2014
Sorry.  I do not have any experience with Salesforce.
 

Top Industries

By visitors reading reviews
Educational Organization
77%
Computer Software Company
4%
Financial Services Firm
3%
Manufacturing Company
2%
Financial Services Firm
16%
Educational Organization
16%
Computer Software Company
15%
Manufacturing Company
11%
 

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.
What needs improvement with Salesforce Sales Cloud?
There is no room for improvement in Sales Cloud. I would not want any new features included in the next release.
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.
 

Also Known As

Sales Cloud, SFDC, Salesforce
Service Cloud
 

Learn More

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Overview

 

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
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824,106 professionals have used our research since 2012.