Publish date:

• 1st May, 2025

Salesforce is the world's leading customer relationship management (CRM) platform. It serves over 150,000 companies, including 83% of Fortune 500 and 97% of Fortune 100.

Salesforce provides a range of products for both basic and advanced CRM needs.

The most essential services are Sales Cloud and Service Cloud.

This post will explain the similarities and differences between Salesforce Sales Cloud and Service Cloud. It will also show you how to use both benefits while saving money.

What is the difference between Sales Cloud and Service Cloud?

The main difference between Sales Cloud and Service Cloud is their focus. Sales Cloud helps make sales efforts easier, while Service Cloud supports agents in providing excellent customer service and solving issues before they become problems.

Both options help businesses grow by assisting them to understand what their customers need.

You can find a detailed overview of these products below:

What is Sales Cloud?

The Sales Cloud in Salesforce helps organizations manage sales, marketing, and customer support. This application is suitable for both business-to-business (B2B) and business-to-consumer (B2C) markets. It enables salespeople to make quicker and smarter decisions by:

• Centralizing customer information,

• Logging the interaction with their companies,

• Automating many of the tasks.

The Salesforce Sales Cloud gives you a complete view of your customers, including:

• Activity history,

• Key contacts,

• Customer communication,

• Internal account discussions.

You will be able to focus on customers who are more likely to buy your product and:

• Get the best deals,  

• Manage opportunities in the sales pipeline,  

• Build relationships with current accounts.  

Sales Cloud is the leading Salesforce solution, and you can enhance it with add-ons like Salesforce Maps, Revenue Analytics, Sales Cloud Einstein, and Sales Enablement. You can integrate it easily with other products, including Service Cloud, CPQ, Billing Cloud, and Pardot (Marketing Cloud Account Engagement). Additionally, you can improve Sales Cloud with Einstein, Salesforce's AI solution designed for both Sales Cloud and Service Cloud.

Sales Cloud Einstein helps improve sales by using innovative features. It includes Einstein Lead Scoring, which prioritizes leads, and Einstein Opportunity Scoring, which predicts the chances of success for opportunities. Activity Capture automates the logging of emails and calendar events. Additionally, Einstein AI provides predictive analytics for better sales forecasts and planning in Salesforce Sales Cloud.

What is Salesforce Service Cloud?

The Salesforce Service Cloud helps your customer service and support teams. It includes features for tracking cases and connecting through social media for better analytics and conversions.

The Service Cloud helps your support team solve customer problems quickly. It also allows customers to find answers to common issues on their own in the Service Cloud.

Sales Cloud vs Service Cloud: Key Features Difference

Salesforce Sales Cloud and Service Cloud Difference

The key difference is that Sales Cloud focuses on sales activities while Service Cloud is designed for case routing automation and speeding up case resolution for support agents.

Salesforce powers up each module with a diverse set of features:

Salesforce Sales Cloud Features

Sales Cloud focuses on lead management. It captures potential customers as Leads and helps move them through the sales process with automated rules for assignment and follow-up. Salesforce Sales Cloud enables sales teams to track important details about these leads and promote their products and services more effectively.

Other notable features include:

• Products and assets management,

• Basic Quote building,

• Sales forecasting,

• Territory management,

• Web-to-Lead routing.

The Salesforce ecosystem is unique because you can always change its core products by configuring or customizing the CRM system.

You can create a personalized user experience for each sales team, no matter their business type.

At Codleo, we provide a wide range of Salesforce customization services. With over 10 years of experience handling projects of different sizes and creating CRM products for large groups, such as commercial real estate brokers, we have proven our skills and dependability.

Visual Path helps nurture leads. Once these leads are qualified, we convert them into accounts for detailed management.

Opportunity Management is essential for the Sales Cloud. It helps sales reps with visual guides and tools to track their sales pipeline and monitor performance. You can create quotes that include detailed product and pricing information. For more complex needs, Salesforce CPQ provides advanced configuration options.

Salesforce Service Cloud Features

With Service Cloud, users focus mainly on customer service. Customer support agents handle different types of cases, such as:

• Technical support requests,

• Billing questions,

• Feature request,

• Account /record update inquiries.

The Salesforce Service Cloud makes managing cases easier with key features like:

• Integration of various support channels,

• Omni-channel case detection and routing,

• Web-to-Case and Email-to-Case conversion,

• Entitlements and milestones,

• Auto-response and configurable assignment rules.

Service Cloud helps customers find solutions independently with tools like Lightning Knowledge, reducing the need for case management.

Sales and Service Clouds can be improved with Add-Ons, but they will cost extra.

Sales Cloud can come with a knowledge Base and Service Cloud Portal.
Service Cloud can include: We offer live chat with a real agent, chatbots called Einstein Bots, service cloud voice for calls, and live messaging for SMS support.

Salesforce Sales Cloud and Service Cloud Features Overlap

Sales Cloud and Service Cloud have key features that help manage customer relationships. They track interactions with organizations and individuals through accounts and contacts.

Sales Cloud offers essential tools for managing customer cases. These tools help keep customers satisfied and support them effectively. This is crucial for building and maintaining strong customer relationships.

Also, Sales and Service Clouds share features available in both modules:

• Reports and dashboards help visualize data and provide insights on performance.

• Tasks, activities, and campaign management features.

• Calendars and Event scheduling,

• Access to the Integrated Content Library and Self-Service Portals.

• You can easily integrate with Chatter, Einstein Analytics, and other Salesforce Clouds for extra pricing.

• You can work from anywhere with the Salesforce mobile app, which gives you more flexibility and increased mobility.

• You can access over 4,000 free and paid apps in the AppExchange marketplace.

Sales vs Service Cloud Pricing Comparison

Service Cloud and Sales Cloud are separate products; you must buy a license for each. However, it is smart to use both platforms from the beginning to bring together your sales and customer service efforts. Instead of choosing between Salesforce Sales Cloud and Service Cloud, you can improve your business with a small business Salesforce package that also includes Marketing Cloud but not Sales Cloud or Service Cloud.

Remember that you must buy separate licenses for add-ons on both platforms. These add-ons are essential for optimizing your CRM workflow. Now, let’s discuss each Salesforce license individually.

Salesforce Sales Cloud Pricing

Salesforce Sales Cloud is offered in four editions that vary in:

• Functionality,

• Maximum number of users,

• License cost.

Note: Even if the price is listed for one user each month, you need to pay for the Salesforce license for a year in advance.

Let’s go over the Comparison of Sales Cloud Editions.

Sales Cloud Starter Suite

Pricing: $25 per user/month

Key Features:

• Basic Lead, Contact, Account, and Opportunity management,

• Email integration with Gmail and Outlook.

Sales Cloud Pro Suite

Pricing: $100 per user/month

Key Features:

• Lead registration,

• Rules-based Lead Scoring,

• Sales forecasting.

Sales Cloud Enterprise Edition

Pricing: $165 per user/month

Key Features:

• Advanced Sales automation tools,

• Workflow automation,

• Approval automation.

Sales Cloud Unlimited Edition

Pricing: $330 per user/month

Key Features:

• 24/7 toll-free Salesforce support,

• Configuration services.

• Einstein for Sales

• Pricing: $500 per user/month

Key Features:

• Generative AI,

• Sales Engagement & Conversation Intelligence,

• Premier Success Plan,

• Sales Planning, Programs & Collaboration.

You can improve Sales Cloud by adding CPQ (Configure Price Quote), Billing tools, and Tableau and Pardot features.

Service Cloud License Pricing

Like Sales Cloud, Service Cloud is offered in four editions that will be paid yearly for a certain number of users as well:

Service Cloud Starter Suite

Pricing: $25 per user/month

Key Features:

• Basic multi-channel Case management,

• Basic Case mapping,

• Basic telephony integration.

Service Cloud Pro Suite

Pricing: $100 per user/month

Key Features:

• Enablement of Service Contracts,

• Enablement of Entitlements.

Service Cloud Enterprise Edition

Pricing: $165 per user/month

Key Features:

• Sophisticated reporting via AI-based tools,

• Web API.

Service Cloud Unlimited Edition

Pricing: $330 per user/month

Key Features:

• 24/7 toll-free Salesforce Support,

• Configuration services,

• Online training.

Einstein for Service

Pricing: $500 per user/month

Key features:

• Einstein copilot,

• Generative AI,

• Data Cloud.

Service Cloud can also be powered up with other Salesforce clouds, like Field Service, Sales Engagement, and integrating Service Cloud Einstein to master AI possibilities for Salesforce Service Cloud.

Benefits of Sales and Service Clouds

Both clouds are part of the Salesforce platform. This setup helps them work well together and creates a smooth experience for customers and employees. It also lets you see the entire customer journey, from the first contact to ongoing service interactions.

Sales Cloud Benefits

According to a study by Statista.com, Salesforce's sales cloud makes up about 24% of its total revenue. This is because this product suite:

• Salespeople can work quickly, smartly, and efficiently.

• Sales representatives can gain better insights to enhance their sales strategy and quickly close deals.

• Sales teams can quickly access all customer details.

• Sales managers can more easily track how well their sales team is performing.

• Accurate customer data helps us make reliable predictions and sales forecasts.

Salesforce Service Cloud Benefits

Service Cloud accounts for 26% of Salesforce's yearly revenue. It assists customer service agents:

• Save time by assigning service cases more quickly.

• Share information between all departments and create one database to view the client completely.

• Streamline your workflow using helpful features and templates.

• Improve how you manage the system with helpful guidance and find solutions more quickly.

• Work together efficiently by sharing data securely.

• Provide continuous support via multiple social channels.

Service Cloud vs Sales Cloud: Rating Comparison

We reviewed 6,000 reviews on independent sites like G2, Capterra, and Trustradius, comparing Salesforce Sales Cloud and Service Cloud. Here is what we found.

Salesforce Sales Cloud Rating

Total Rating: 4.5/ 5 ⭐⭐⭐⭐⭐ (Based on GetApp.com, Capterra, and Trustradius reviews)

What Customers Like About Sales Cloud:

• Customer data & contact management,

• Workflow management,

• Territory management,

• Lead and opportunity management,

• Integration with an email client (e.g., Outlook or Gmail),

• Interaction tracking,

• Sales forecasting,

• Pipeline visualization,

• Customizable reports.

Service Cloud Rating

Total Rating: 4.7/ 5 ⭐⭐⭐⭐⭐ (Based on GetApp.com, Capterra, and Trustradius reviews)

What Customers Like About Service Cloud:

• Organization and prioritization of service tickets,

• Ease of case creation and submission,

• Email support,

• External & internal knowledge base,

• Customer portal,

• Social integration.

Do you need Salesforce Sales Cloud, Salesforce Service Cloud, or Both?

Whether to use Salesforce Sales Cloud, Salesforce Service Cloud, or both depends on your business needs.

Salesforce Sales Cloud might be the right choice if you focus on sales. It helps sales teams track leads, opportunities, and customer interactions. It also automates sales processes, manages leads and opportunities, forecasts sales, and gives insight into sales performance.

If your main focus is customer service and support, Salesforce Service Cloud is a good choice. It helps customer service teams manage customer inquiries and cases, automate service tasks, and monitor service performance.

To create a great customer experience, it’s best to use both Salesforce Sales Cloud and Salesforce Service Cloud. It allows sales and customer service teams to share the same customer information and history, helping them work together more effectively. Salesforce offers a package called Salesforce Sales+Service Cloud that includes both Sales Cloud and Service Cloud so you can get both products in one bundle.

Summary

Now that you understand the differences between Salesforce's two main products—Sales Cloud and Service Cloud—you can confidently explore Salesforce for your business.

Sales Cloud and Service Cloud are built on the Salesforce Platform, sharing essential features like accounts, contacts, and case management. However, they each have their focus. Sales Cloud is designed to manage leads and opportunities, including tracking sales pipelines and forecasts. On the other hand, Service Cloud is geared towards case management, providing more support channels and options for self-service.

Sales Cloud and Service Cloud are both excellent tools from the Salesforce platform. For over twenty years, these top CRM products have shown their ability to boost the productivity of sales and customer service teams.

If the standard features of Salesforce Service Cloud or Sales Cloud don’t meet your needs, you can customize your experience. Professional Salesforce consultants can help you get the most out of the platform for your business.

Codleo Consulting is a Salesforce partner that has helped over 300 clients in different industries. Our Salesforce expertise has improved deal closure rates by 26% and increased sales productivity by 38%. We have over 100 positive reviews on AppExchange and Clutch.co and success stories on our website.

Book a free Salesforce consulting call, and we’ll show you how Salesforce’s solution can be tailored to your every tiny request.