Salesforce Sales Cloud vs. Salesforce Service Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Sales Cloud
Score 8.4 out of 10
N/A
Salesforce Sales Cloud is a platform for sales with a community of Sellers, Sales Leaders, and Sales Operations, who use the solution to grow sales and increase productivity. The AI CRM for Sales features data built right in, so that companies can sell faster, sell smarter and sell efficiently. Salesforce Sales Cloud is used for, and supports: Buyer Engagement Sales Engagement Enablement Sales AI Sales Analytics Team…
$25
per month
Salesforce Service Cloud
Score 8.7 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Pricing
Salesforce Sales CloudSalesforce Service Cloud
Editions & Modules
Starter
$25.00
Per User/Per Month
Professional
$80.00
Per User/Per Month
Enterprise
$165.00
Per User/Per Month
Unlimited
$330.00
Per user/Per month
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
Offerings
Pricing Offerings
Salesforce Sales CloudSalesforce Service Cloud
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
Salesforce Sales CloudSalesforce Service Cloud
Considered Both Products
Salesforce Sales Cloud
Chose Salesforce Sales Cloud
Salesforce Sales Cloud is more flexible and can be customized based on business needs. Other CRMs typically do not provide ability to perform so much customizations.

Also out of the box functionality of Salesforce Sales Cloud is extensive and can fulfill most needs of small …
Salesforce Service Cloud
Chose Salesforce Service Cloud
We have been using Salesforce Service Cloud for well over ten years.
Chose Salesforce Service Cloud
All of the software's are well established and good, but what gave the edge to us its easy integration capability with other systems, experience cloud integration and Einstein analytics which made us move forward Salesforce. Salesforce also have better service and industry …
Chose Salesforce Service Cloud
Salesforce provides a more robust set of features than most other alternatives. Since Service Cloud is part of the Salesforce platform and since our company has been on Sales Cloud for several years, it was an easy choice to select Service Cloud. The transfer of customer data …
Chose Salesforce Service Cloud
Salesforce Service offers the ability to customize the product to our business needs such as tracking workflow processes. While Zendesk is a good product it is limited to being more of a ticketing system, than a true overall Service application.
Chose Salesforce Service Cloud
Salesforce Service cloud integrates with its own world-class CRM which enables our agents to work more effectively and efficiently. We already had Salesforce Sales Cloud so it was a really easy transition. It was easy to set up and all our information was already there. The …
Chose Salesforce Service Cloud
Salesforce Service Cloud is more versatile so you can custom make fields, layouts, etc., whatever you believe is good for the company.
Chose Salesforce Service Cloud
Desk.com was our previous foray into customer support, and it was functional and worked quite well. It was not exactly the most intuitive to update, but it got the job done and was reliable.

Freshdesk was our primary next decision, and we would have gone with them except we were …
Chose Salesforce Service Cloud
Service Cloud is a step up from Desk mainly because of its reporting, but if you can integrate other Salesforce products together, I'd recommend looking at its other solutions and looking at its own integrated CRM case closer. Service Cloud isn't the perfect solution, but it …
Chose Salesforce Service Cloud
Zendesk is great, but it doesn't allow for multiple ticketing channels to be linked to real time clients. Utilizing Service Cloud WITH Salesforce let's us see the full order/asset/tracking history that's occurred historically with buyers and sellers. The workflows are also …
Chose Salesforce Service Cloud
We did not consider any alternatives to be a real solution compared to Service Cloud. This appeared to be the only solution for our needs.
Chose Salesforce Service Cloud
Salesforce is #1 CRM currently.Its integration with other systems is great.Online support for salesforce is very good.
Chose Salesforce Service Cloud
Salesforce service cloud is the best you can get within the industry. It improves all aspects of insight within your company and gives the complete overview. Like I said in a previous comment it might be a bit to much for a smaller company with too many bells and whistles when …
Chose Salesforce Service Cloud
We chose Service Cloud because of its deep, native integration with Salesforce, unified billing, and for the fact that we didn't have to learn or train on an entirely new platform. These other products were excellent, but for us it was more time and cost effective to use …
Chose Salesforce Service Cloud
The chat functionality and the app of Zopim is pretty robust and functional. I do feel like Zopim/Zendesk do have features and a very clean UI that at times does over perform Salesforce.
Chose Salesforce Service Cloud
The ease of use of Salesforce sets it apart from iMIS. It's far more intuitive for all staff. The additional features (such as Chatter) are nice extras.
Chose Salesforce Service Cloud
I think SFDC Service Cloud provides more integration to other service desk features than other tools I have used or implemented. It is typically the very first solution I would review before considering others.
Chose Salesforce Service Cloud
Salesforce has increased their traction in the SMB space for service with the acquisition of Desk.com. It provides a good entry level solution for customer service and knowledge for less complex organizations. Additionally, it gets them up and running quicker. Without Desk.com, …
Chose Salesforce Service Cloud
It is refreshing as it is simpler and is cloud based so implementation costs are comparatively less but Remedy is a legacy tool that was made only for Software support so the features and functionality are better
Chose Salesforce Service Cloud
This is the only case management system I have used. We selected the Salesforce Service Cloud because Salesforce is the platform used for our CRM and pipeline management, so the reporting and tracking of all components are easily integrated.
Top Pros
Top Cons
Features
Salesforce Sales CloudSalesforce Service Cloud
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Salesforce Sales Cloud
7.7
237 Ratings
0% above category average
Salesforce Service Cloud
-
Ratings
Customer data management / contact management8.5237 Ratings00 Ratings
Workflow management7.9228 Ratings00 Ratings
Territory management7.4182 Ratings00 Ratings
Opportunity management8.4231 Ratings00 Ratings
Integration with email client (e.g., Outlook or Gmail)7.4216 Ratings00 Ratings
Contract management7.0188 Ratings00 Ratings
Quote & order management7.5172 Ratings00 Ratings
Interaction tracking7.4202 Ratings00 Ratings
Channel / partner relationship management7.6164 Ratings00 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Salesforce Sales Cloud
7.4
79 Ratings
1% below category average
Salesforce Service Cloud
-
Ratings
Case management7.679 Ratings00 Ratings
Call center management7.363 Ratings00 Ratings
Help desk management7.366 Ratings00 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Salesforce Sales Cloud
7.6
216 Ratings
1% above category average
Salesforce Service Cloud
-
Ratings
Lead management7.8211 Ratings00 Ratings
Email marketing7.4181 Ratings00 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Salesforce Sales Cloud
7.4
219 Ratings
2% below category average
Salesforce Service Cloud
-
Ratings
Task management7.4209 Ratings00 Ratings
Billing and invoicing management7.056 Ratings00 Ratings
Reporting7.7172 Ratings00 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Salesforce Sales Cloud
7.7
232 Ratings
1% above category average
Salesforce Service Cloud
-
Ratings
Forecasting7.3201 Ratings00 Ratings
Pipeline visualization7.7220 Ratings00 Ratings
Customizable reports8.1229 Ratings00 Ratings
Customization
Comparison of Customization features of Product A and Product B
Salesforce Sales Cloud
8.0
223 Ratings
5% above category average
Salesforce Service Cloud
-
Ratings
Custom fields8.1221 Ratings00 Ratings
Custom objects8.1211 Ratings00 Ratings
Scripting environment7.9157 Ratings00 Ratings
API for custom integration8.0184 Ratings00 Ratings
Security
Comparison of Security features of Product A and Product B
Salesforce Sales Cloud
8.7
225 Ratings
4% above category average
Salesforce Service Cloud
-
Ratings
Single sign-on capability8.8192 Ratings00 Ratings
Role-based user permissions8.6198 Ratings00 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Salesforce Sales Cloud
7.4
142 Ratings
2% above category average
Salesforce Service Cloud
-
Ratings
Social data7.5141 Ratings00 Ratings
Social engagement7.3138 Ratings00 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
Salesforce Sales Cloud
7.7
192 Ratings
8% above category average
Salesforce Service Cloud
-
Ratings
Marketing automation7.8188 Ratings00 Ratings
Compensation management7.7128 Ratings00 Ratings
Platform
Comparison of Platform features of Product A and Product B
Salesforce Sales Cloud
7.0
203 Ratings
7% below category average
Salesforce Service Cloud
-
Ratings
Mobile access7.0203 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Salesforce Sales Cloud
-
Ratings
Salesforce Service Cloud
8.8
68 Ratings
11% above category average
Organize and prioritize service tickets00 Ratings8.866 Ratings
Expert directory00 Ratings8.547 Ratings
Subscription-based notifications00 Ratings9.156 Ratings
ITSM collaboration and documentation00 Ratings8.452 Ratings
Ticket creation and submission00 Ratings9.266 Ratings
Ticket response00 Ratings8.865 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Salesforce Sales Cloud
-
Ratings
Salesforce Service Cloud
9.0
64 Ratings
15% above category average
External knowledge base00 Ratings9.157 Ratings
Internal knowledge base00 Ratings9.062 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Salesforce Sales Cloud
-
Ratings
Salesforce Service Cloud
8.9
68 Ratings
15% above category average
Customer portal00 Ratings8.948 Ratings
IVR00 Ratings8.531 Ratings
Social integration00 Ratings8.642 Ratings
Email support00 Ratings9.367 Ratings
Help Desk CRM integration00 Ratings9.259 Ratings
Best Alternatives
Salesforce Sales CloudSalesforce Service Cloud
Small Businesses
Salesmate
Salesmate
Score 9.8 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Creatio
Creatio
Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Creatio
Creatio
Score 9.1 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Sales CloudSalesforce Service Cloud
Likelihood to Recommend
8.4
(369 ratings)
9.0
(74 ratings)
Likelihood to Renew
9.0
(56 ratings)
9.5
(6 ratings)
Usability
7.5
(120 ratings)
8.0
(12 ratings)
Availability
9.8
(27 ratings)
9.5
(19 ratings)
Performance
9.0
(18 ratings)
8.6
(7 ratings)
Support Rating
5.7
(91 ratings)
7.0
(20 ratings)
In-Person Training
7.9
(11 ratings)
-
(0 ratings)
Online Training
9.1
(15 ratings)
9.0
(1 ratings)
Implementation Rating
1.0
(18 ratings)
7.0
(1 ratings)
Configurability
10.0
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
8.8
(9 ratings)
-
(0 ratings)
Product Scalability
8.6
(28 ratings)
-
(0 ratings)
Professional Services
9.3
(8 ratings)
-
(0 ratings)
User Testimonials
Salesforce Sales CloudSalesforce Service Cloud
Likelihood to Recommend
Salesforce
Salesforce Sales Cloud is, in my experience, well suited to large B2B businesses who are driving demand and lead generation, and tracking customers through the funnel. It is a system we needed for a long time and has made a huge difference. However, I think it would have been more appropriate for a smaller business / a business who sets this up earlier on. There are great advantages to having historical data. It is really useful for allowing all commercial teams to work together, including sales, new business, marketing, client success etc. However, it relies too much too often on human error. If more things were automated and simpler, perhaps with AI queries, it could be easier to use
Read full review
Salesforce
This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
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Pros
Salesforce
  • Logging notes: SF makes it easy to log notes in the timeline or static notes that live in an easy-to-see spot for longevity.
  • Logging activities: It's easy to post a call, text, email, etc.
  • API data: Once connected, SF is critical to automation, such as website activity, login activity, pages visited, etc., which saves the Customer Success side time in understanding account activity.
  • Custom fields: you can add custom fields to really personalize your experience. We use quite a few and it's brilliant.
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Salesforce
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
Read full review
Cons
Salesforce
  • I have hard-coded the auto-update of the phone number format and state format from some codes shared by the community, but I do not know where to do it. I cannot reset it either.
  • It is unclear what functionalities each version has. We use the enterprise version, and it seems we can only have one design of the pipeline. But different business segments would have very different sales cycles, and hence, pipeline tracking would be different. It would be nice to have this available in our version.
  • It seems I cannot create a report to pull notes logged at the account levels.
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Salesforce
  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
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Likelihood to Renew
Salesforce
There are days when I wish we hadn't switched, but I know that if we put in the time, we will get to where we want to be with the software and that it has many more capabilities than anything else we looked at. However, the amount of time and onboarding we need to do is also far greater than we realized/were told when we originally bought the product. They told us we should hire onboarding support, but at the end, after we had already reached our budget maximum for this, so it's been slower than we had hoped.
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Salesforce
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
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Usability
Salesforce
Salesforce has been designed on the basis of "Clicks, not code". So anyone willing to learn the Salesforce user interface (which is quite good as far as management software platforms go) is able to become a Salesforce user or even a Salesforce administrator. You don't have to know coding language to work in the Salesforce environment. Also, Salesforce has one of the best software training resources (Trailhead) that I have ever encountered. It is free to all, easy to use, and most importantly it is interactive. No scrolling through endless text in a user manual. There are hands-on modules and related videos interlaced and through it all you earn points and badges to display your level of learning.
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Salesforce
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
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Reliability and Availability
Salesforce
Salesforce is always available securely from any internet-capable device anywhere in the world, UNLESS you choose to set security measures so that ONLY trusted IP ranges may access the system at certain times of the day. It's all about choice and flexibility with Salesforce products.
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Salesforce
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
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Performance
Salesforce
Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
Points per Salesforce -
1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
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Salesforce
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
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Support Rating
Salesforce
The overall support has been good. More and more features are being released quite frequently. Very small features are also making big difference in how the tool can be adapted and used better. If there is anything we need or are stuck, the support team sets up a call and helps in resolving the issue/provides workarounds.
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Salesforce
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
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In-Person Training
Salesforce
I attended two training sessions. I would rate them a 4 as an advanced user. It was very basic – great for someone new – would give 8+ for new person.

I had 3 years of experience at the time. I skipped basic and went onto advanced and still not helpful. A lot of it was best practices that didn’t feel relevant for our business
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Salesforce
No answers on this topic
Online Training
Salesforce
I have gone through multiple. The content that’s delivered is quite basic – I wish they had more advanced training.

We are grandfathered into premium support plus training. We get unlimited access to instructor led and online training for free. We have taken advantage of this
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Salesforce
No answers on this topic
Implementation Rating
Salesforce
Just from an organizational standpoint - we standardized our data prior to moving to Salesforce. But we essentially standardized it wrong. That's created a big disgusting mess for us know that I'll have to deal with as the Admin. Be sure you think through use cases prior to doing something like that - seek outside opinions on how the data will work best, especially depending on what else you're going to integrate with Salesforce.
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Salesforce
We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
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Alternatives Considered
Salesforce
The thing that puts Sales Cloud above the top is its simple user interface, which is easy to interact with. The visuals and automation are also quite amazing. Given its attention to data and customer relationship management, Sales Cloud is tough to beat. Of course, Microsoft Dynamics integrates nicely with other Microsoft products, and Monday is a tool everyone is familiar with, so it is hard to compete with those.
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Salesforce
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
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Contract Terms and Pricing Model
Salesforce
Salesforce is the most widely used CRM system. Professionalism tends to increase when things go wrong for market leaders. Salesforce considers us as users because they own the market. Having all of our data in one place and all of our teams working within Salesforce. Anyone who uses Salesforce is impacted by it, even if they don't.
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Salesforce
No answers on this topic
Scalability
Salesforce
Salesforce sales cloud implementation can give you the desired outcome for your business. Its workflow, approval, sync, and file-sharing features help automate the process. The Macros feature helps business to shorten their sales cycle. Sales Cloud also allows businesses to make the right decision with its real-time business insights and analysis.
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Salesforce
No answers on this topic
Professional Services
Salesforce
Using Salesforce.com has made my daily routines more efficient and simplified the manual tasks I had to perform independently. I can now access data from any device, online or offline, and provide better guidance to my team about the forecasts provided by the built-in artificial intelligence (AI). A chat with a Salesforce support specialist would be great. The knowledge base has a community forum where Salesforce users can ask questions and learn more about the product.
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Salesforce
No answers on this topic
Return on Investment
Salesforce
  • All tools we've implemented with Salesforce had a pretty quick positive ROI with the exception of CPQ & Billing. That was a very large project that I would only suggest for businesses with many SKUs that tend to be packaged together.
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Salesforce
  • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
  • The larger the implementation programme the better the licensing arrangements
  • Free developer toolkit for proof of concepts or showcasing features
  • Limited to annual subscription model
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ScreenShots

Salesforce Sales Cloud Screenshots

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Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center