How can Sales Cloud and Service Cloud complement each other?
These two Salesforce platforms are presented individually and as a business when you sign up, you have to pick between the modules. If you are an organisation that looks to sell services or products, the Services Cloud platform would be your choice. And if your organisation is looking to focus on building leads, creating opportunities and track sales, then your likely to go with Sales Cloud.
But can these be used in tangent to one another to optimize for your company’s efficiency? In this blog we talk about the key similarities and how utilizing these platforms together can be beneficial.
Some of the ‘sales’ modules present in the Sales Cloud include the typical Leads, Opportunities list along with Campaigns, Tasks, Assets, Quotes, Territory Management, Visual Workflow and other add-on services. These modules are designed to assist your business deliver a seamless customer journey with personalized approach.
These modules also offer analytical abilities by delivering real-time insights using AI and customized to your needs by companies like Winobell to highlight highlights and key metrics that matter to your business.
On the other hand, Service Cloud offers everything included in Sales Cloud but adds Service Cloud Console, Service Entitlements, SLAs, CTI integration and other modules. Service Cloud is used for creating an enhanced and omnichannel approach by integrating data across all business departments. A major focus is given on guiding agents of your business to help them customize service agreements within seconds and to automate client-matching based on their skill sets.
The key difference between the two platforms is the in-depth focus given to a single customer in Service Cloud. This includes the ability to deliver personalized support in the form of self-service tools, phone, email or live chat. It also focuses on the agent by offering pre-built dashboards like Live Agent Supervisor, providing a real-time look at your service team’s performance.
In essence, your organization uses Sales Cloud for finding new customers while using Service Cloud to maintain these customers. These products complement each other well if you have separate teams for each module or if you are looking to be more customer-oriented. With the help of a vendor, you can make these decisions with ease and customize the chosen products to ensure they drive business results.