How to decide between Sales Cloud and Service Cloud? When is it a good idea to implement services into Sales Cloud, or vice versa?

Nowadays, applying the Case Management belongs to one of the most important tasks in CRM Environmnent. Salesforce offers three different environments  for implementation of classic Case Management System. In this article we focus on comparing the similarities and differencies between:

  • Sales Cloud
  • Service Cloud
  • Desk.com

Main similarities/differences between Sales Cloud and Service Cloud

In case of comparing Sales Cloud / Service Cloud, we talk about five main objects which are included in both: Leads, Accounts, Contacts, Opportunities and Cases.

Screen Shot 2017-02-14 at 15.53.49

That means, you can implement Service to your Sales Cloud or you can implement Sales to your Service Cloud. Let’s check the differences between them:

Screen Shot 2017-02-14 at 15.53.57

*only in Unlimited Edition

Notes:

Entitlement → timer on the case to show time left based on SLA or other settings

SLA for a client → Entitlements are working based on that

Knowledge can be present on the console

Service console in service cloud

Omni channel → can choose type of channel that will be handled by the user

Live agent → Live chat