Salesforce vs Salesforce Service Cloud

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Salesforce vs Salesforce Service Cloud: What are the differences?

# Introduction
When comparing Salesforce and Salesforce Service Cloud, it is essential to understand the key differences between these two offerings.

1. **Deployment Focus**: Salesforce is a comprehensive CRM platform designed for sales, marketing, and customer service, while Salesforce Service Cloud specifically focuses on customer service and support functionalities. Service Cloud offers features like case management, knowledge management, and live chat support, making it specialized for customer service operations.

2. **Customization Capabilities**: While both Salesforce and Service Cloud are highly customizable platforms, Service Cloud provides more out-of-the-box capabilities tailored specifically for customer service requirements. It offers pre-built templates, workflows, and components that streamline the implementation process for customer service teams.

3. **Integration with other systems**: Salesforce, being a CRM platform, integrates seamlessly with other Salesforce products like Marketing Cloud and Commerce Cloud. On the other hand, Service Cloud is more integrated with service-oriented applications, such as telephony systems, social media platforms, and live chat tools, to enhance customer service interactions.

4. **Reporting and Analytics**: Salesforce includes robust reporting and analytics features for sales and marketing teams to track performance and success metrics. In contrast, Service Cloud provides specialized reporting functionalities tailored to customer service metrics, such as response times, case resolutions, and customer satisfaction scores.

5. **Service Automation**: Service Cloud offers advanced automation tools for customer service operations, such as automated case routing, chatbots, and knowledge base suggesters. These tools streamline service processes and enable agents to handle customer inquiries more efficiently compared to the broader Salesforce platform.

6. **Support Channels Integration**: Service Cloud offers integration with various customer support channels, such as email, phone, social media, and chat, to provide a seamless omnichannel support experience. Salesforce, while supporting multi-channel communication, may require additional customization to achieve the same level of integration and support across channels.

In Summary, the key differences between Salesforce and Salesforce Service Cloud lie in their deployment focus, customization capabilities, integration options, reporting and analytics features, service automation tools, and support for multiple communication channels.
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What is Salesforce?

It is a customer relationship management solution that brings customers and companies together. It's one integrated CRM platform that gives all your departments — including marketing, sales, commerce, and service — a single, shared view of every customer.

What is Salesforce Service Cloud?

It is customer service software that delivers in the cloud. It is a social customer service application that empowers companies to manage all customer information and service conversations in the cloud.

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What are some alternatives to Salesforce and Salesforce Service Cloud?
Salesforce Sales Cloud
The Sales Cloud puts everything you need at your fingertips—available anywhere. From Social accounts and contacts to Mobile, Chatter, and Analytics, collaboration across your global organization and getting deals done faster is not only possible, it's easy.
Pipedrive
Pipeline tool for active dealmakers. Get super-organized. Close deals in less time. Built by active salespeople and serious web app developers.
Odoo
It is a business management software including CRM, e-commerce, billing, accounting, manufacturing, warehouse, project management, and inventory management.
Zoho CRM
Online CRM software for managing your sales, marketing, customer support, and inventory in a single system.
Microsoft Dynamics 365
It focuses mainly on sales, marketing, and service sectors, but Microsoft has been marketing it as a CRM platform and has been encouraging partners to use its proprietary framework to customize it.
See all alternatives