Salesforce Sales Cloud vs Salesforce Service Cloud comparison

The compared Salesforce Sales Cloud and Salesforce Service Cloud solutions aren't in the same category. Salesforce Sales Cloud is ranked #2 in CRM , with an average rating of 8.2, and holds a 2.0% mindshare in the category. Salesforce Service Cloud is ranked #1 in CCEC , with an average rating of 8.2, and holds a 10.8% mindshare. Additionally, 94% of Salesforce Sales Cloud users are willing to recommend the solution, compared to 96% of Salesforce Service Cloud users who would recommend it.

Salesforce Sales Cloud

Read 118 Salesforce Sales Cloud reviews

6,003 Views
4,442 Comparison Views

94% willing to recommend

Salesforce Service Cloud

Read 57 Salesforce Service Cloud reviews

2,915 Views
991 Comparison Views

96% willing to recommend

Salesforce Sales Cloud

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Salesforce Sales Cloud and Salesforce Service Cloud based on real PeerSpot user reviews.

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CRM

February 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

ROI

Sentiment score

6.5

Salesforce Sales Cloud enhances sales efficiency and data management, offering cost-effective solutions for non-profits with productivity benefits.

Sentiment score

6.5

Salesforce Service Cloud boosts ROI with improved efficiency, productivity, customer satisfaction, and significant KPI advancements, yielding a 135% ROI.

Salesforce Sales Cloud is a fantastic tool but requires disciplined data entry by sales personnel and operations teams to maintain data quality.

NavinJacob

Chief Digital Officer at Cipher7

We are not just implementing Salesforce Sales Cloud; we need to understand what the customer wants to achieve in 5 to 10 years.

Kamal Deep

Founder and Salesforce Consultant at SaaSnic

For more quotes and insights, download the Salesforce Sales Cloud report

The ROI depends on the context; if I am comparing one application to another, it might be around ten percent, but if it is from manual to a streamlined process, the ROI is much higher—sometimes reaching forty percent for parts return and the first-time fix rate.

Sukanya Sen

Preseales And Solution Head at Tata Consultancy

Salesforce Service Cloud requires significant maintenance effort to see ROI.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Customer Service

Sentiment score

6.9

Salesforce Sales Cloud offers efficient support, with faster responses for premium users, while community resources enhance regular support experiences.

Sentiment score

5.6

Salesforce Service Cloud offers praised support but experiences vary; premium support and community engagement improve issue resolution.

I wouldn't say you go to Salesforce Sales Cloud for their customer support unless you purchase one of their premier plans, which is additional money.

Jonny Katz

VP of Business Operations at PeerSpot

Support requires a subscription and when taken, the service is pretty nice.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Salesforce Sales Cloud report

Unless you have premium support, assistance is restricted.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.

Kishor Namburu

Head Of Information Technology at SAISOFT

For more quotes and insights, download the Salesforce Service Cloud report

Scalability Issues

Sentiment score

7.7

Salesforce Sales Cloud offers strong scalability, accommodating growth and varied business sizes, though some users face reporting and data challenges.

Sentiment score

8.1

Salesforce Service Cloud is praised for its robust scalability, easily supporting growth and integrating across enterprise applications.

Salesforce is highly scalable and operates efficiently.

Sundus Ajmal

AWS Cloud Engineer at Accenture

Salesforce Sales Cloud is totally cloud native, requiring no additional effort for scalability.

NavinJacob

Chief Digital Officer at Cipher7

Salesforce Sales Cloud's scalability is impressive as it grows easily with my organization's needs.

Jonny Katz

VP of Business Operations at PeerSpot

For more quotes and insights, download the Salesforce Sales Cloud report

Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.

Kishor Namburu

Head Of Information Technology at SAISOFT

Nobody can compete with Salesforce Service Cloud's scalability.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

I would rate scalability highly because it is scalable, and there are always parts or other improvements.

Sukanya Sen

Preseales And Solution Head at Tata Consultancy

For more quotes and insights, download the Salesforce Service Cloud report

Stability Issues

Sentiment score

8.1

Salesforce Sales Cloud is praised for its reliability, minimal downtime, high performance, and effective issue resolution, ensuring stability.

Sentiment score

7.9

Salesforce Service Cloud is stable, robust, and reliable, with occasional performance issues, and stability is valued despite its cost.

Salesforce Sales Cloud is very stable.

NavinJacob

Chief Digital Officer at Cipher7

I have not experienced any degradation in Salesforce's performance.

Sundus Ajmal

AWS Cloud Engineer at Accenture

For more quotes and insights, download the Salesforce Sales Cloud report

We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Room For Improvement

Salesforce Sales Cloud struggles with integration, high costs, and usability; users desire better mobile, reporting, and AI features.

Salesforce Service Cloud needs enhancements in integration, functionality, customization, performance, and user-friendly features for better efficiency and usability.

If you're looking at other tools out there, for example SalesLoft or HubSpot, it's much easier to build those workflows and do automation.

Jonny Katz

VP of Business Operations at PeerSpot

Compared to AWS, it is slower, which could be a hindrance.

Sundus Ajmal

AWS Cloud Engineer at Accenture

With today's generative AI capabilities like ChatGPT, it should be possible to directly communicate with the software rather than navigating through the entire system manually.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Salesforce Sales Cloud report

Salesforce Service Cloud should focus on simplification.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Configuring Flows in Salesforce Service Cloud is very difficult.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.

John Murtagh

CTO at Glenavoo Digital

For more quotes and insights, download the Salesforce Service Cloud report

Setup Cost

Salesforce Sales Cloud is costly, but negotiating can secure discounts; value justifies pricing, challenging affordability for smaller businesses.

Salesforce Service Cloud is costly, yet negotiable and flexible, ideal for larger enterprises considering infrastructure and staffing savings.

Without negotiation, costs can become expensive.

NavinJacob

Chief Digital Officer at Cipher7

This happened for the first time because of the new CEO, Arundhati, who revolutionized pricing strategies, allowing discounts of 60-70% for Salesforce Sales Cloud in India.

Kamal Deep

Founder and Salesforce Consultant at SaaSnic

Salesforce Sales Cloud is extremely expensive.

Jonny Katz

VP of Business Operations at PeerSpot

For more quotes and insights, download the Salesforce Sales Cloud report

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

Salesforce Service Cloud is expensive.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.

Sukanya Sen

Preseales And Solution Head at Tata Consultancy

For more quotes and insights, download the Salesforce Service Cloud report

Valuable Features

Salesforce Sales Cloud enhances productivity with customizability, automation, integration, data analytics, and efficient communication for optimal sales management.

Salesforce Service Cloud offers robust case management, integration, and customization, enhancing service operations with user-friendly, flexible features.

Its easy-to-navigate interface aids in delivering clear vision and organization, especially for sales and business management.

Sundus Ajmal

AWS Cloud Engineer at Accenture

Being able to pull reports in Salesforce Sales Cloud based on any of the fields that we have there and then building logic on those fields saves me time and also gives me visibility into what's going on with my teams across multiple departments, which is very helpful for us.

Jonny Katz

VP of Business Operations at PeerSpot

The Einstein Analytics and the inbuilt reporting are very useful for keeping track of pipeline movement.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Salesforce Sales Cloud report

I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention.

Sukanya Sen

Preseales And Solution Head at Tata Consultancy

Salesforce Service Cloud improved our organization with its mobile capabilities.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

Salesforce Service Cloud offers pre-built packages that are best in class.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Categories and Ranking

Salesforce Sales Cloud

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

118

Ranking in other categories

CRM (2nd), Opportunity Management (1st), Sales Force Automation (1st), Conversation Intelligence Software (2nd)

Salesforce Service Cloud

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (1st), Help Desk Software (7th), Knowledge Management Software (4th), IT Alerting and Incident Management (6th)

Mindshare comparison

Salesforce Sales Cloud and Salesforce Service Cloud aren’t in the same category and serve different purposes. Salesforce Sales Cloud is designed for CRM and holds a mindshare of 2.0%, down 9.5% compared to last year.
Salesforce Service Cloud, on the other hand, focuses on CRM Customer Engagement Centers, holds 10.8% mindshare, down 19.7% since last year.

CRM Market Share Distribution
Product	Market Share (%)
Salesforce Sales Cloud	2.0%
Microsoft Dynamics CRM	2.5%
SAP CRM	2.1%
Other	93.4%

CRM

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	10.8%
Microsoft Dynamics CRM	13.2%
Zendesk	7.4%
Other	68.6%

CRM Customer Engagement Centers

Q&A Highlights

Avigail Sugarman

Community Manager at PeerSpot (formerly IT Central Station)

Jun 24, 2014

Salesforce.com is positioned in the Leaders Quadrant in the 2014 Gartner report. What are your experiences with it?

I would prefer to chose platform based on specific needs vs directly looking at Gartner report however I agree that quadrant placement of different products can be used gain perspective. I have used Siebel , Salesforce ,Saleslogix ,Rightnow & Vocalcom.Based on my experience ,each product has its Pros & cons.So product selection is direct function of "your business needs & requirements" I would rate Siebel to be functionally rich when it comes to complex workflow ,Rules while automating Sales , Marketing & after market service processes. Salesforce is user friendly & intuitive tool with a very strong Social CRM feature- Chatter.For Contact center & Customer experience management , Vocalcom & Salesforce would offer complementary feature sets. I have done one of the most complex migration project from Siebel to Salesforce & we ended up buying 4 different ancillary tools such as Marketo ,ServiceMax ,OBIEE etc to meet our different objective across CRM function (Marketing,Sales , After Market Service, CRM insight etc).Initially , we thought we could do all using Salesforce but had to settle down with many more tools & we could only meet 85% of our business requirement that we managing only through single Tool - Siebel. Thanks Pratyush

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Featured Reviews

Jonny Katz

VP of Business Operations at PeerSpot

Uses data-driven insights to improve workflows and highlights a need for simpler automation tools

Salesforce Sales Cloud can be improved in several areas. First, the UI is an area for enhancement. Even though they've launched Lightning, it's clunky at times with page load speeds. It also needs to be made extremely more user-friendly. For new people using Salesforce Sales Cloud, there is a steep learning curve. Additionally, giving non-admins the ability to make changes on the fly is something that I feel is necessary. Currently with Salesforce Sales Cloud, you need to have a consultant. It's hard to build the flows or workflows. Making it easier for that end-user who's not so technically minded to help themselves is essential. I choose seven out of ten because I think you need a consultant or a consulting company to help you build it out. Certain changes should be made much easier and more user-friendly where an admin can do it. The automation processes need to be much simpler. If you're looking at other tools out there, for example SalesLoft or HubSpot, it's much easier to build those workflows and do automation.

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reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Leverage top-tier automation capabilities while streamlining complex naming conventions

Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.

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Answers from the Community

Avigail Sugarman

Community Manager at PeerSpot (formerly IT Central Station)

Jun 24, 2014

Salesforce.com is positioned in the Leaders Quadrant in the 2014 Gartner report. What are your experiences with it?

2 out of 7 answers

it_user77631

Sales with 1,001-5,000 employees

Jun 18, 2014

I have been using Salesforce.com for the past 4 years and have had an extremely positive experience. It not only allows you to store and manage customer data, but also to collaborate with colleagues and share questions and ideas. In addition, I find the reporting tools to be invaluable. Regards, Zoe

Read full answer

it_user88374

Program Manager at a government with 501-1,000 employees

Jun 18, 2014

Sorry. I do not have any experience with Salesforce.

Read full answer

See all 7 answers

Top Industries

By visitors reading reviews

Manufacturing Company

11%

Computer Software Company

Financial Services Firm

Performing Arts

Financial Services Firm

15%

University

Performing Arts

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	55
Midsize Enterprise	26
Large Enterprise	40

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	13
Large Enterprise	25

Questions from the Community

What do you like most about Salesforce Sales Cloud?

The features of Sales Cloud most useful for testing and running email campaigns are highly valuable.

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What needs improvement with Salesforce Sales Cloud?

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What is your primary use case for Salesforce Sales Cloud?

Salesforce Sales Cloud serves as our primary tool for our sales team and reviews team to document and keep all our information in one place as a source of truth. We use it to manage our business pr...

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What is your experience regarding pricing and costs for Salesforce Service Cloud?

I do not have any knowledge of the cost regarding Salesforce Service Cloud.

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What needs improvement with Salesforce Service Cloud?

I face challenges with Salesforce Service Cloud because it requires and is difficult to customize. It could be better in areas such as media; it does not handle media effectively, particularly with...

See all answers

What is your primary use case for Salesforce Service Cloud?

I am not a user, partner, reseller, or implementer as we implemented it ourselves. We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.

See all answers

Comparisons

Microsoft Dynamics CRM vs Salesforce Sales Cloud

Compared 11% of the time

SAP CRM vs Salesforce Sales Cloud

Compared 9% of the time

Oracle CX Sales vs Salesforce Sales Cloud

Compared 6% of the time

Campfire Interactive vs Salesforce Sales Cloud

Compared 4% of the time

Oracle CRM vs Salesforce Sales Cloud

Compared 3% of the time

More Salesforce Sales Cloud Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 19% of the time

ServiceNow vs Salesforce Service Cloud

Compared 10% of the time

NICE CXone vs Salesforce Service Cloud

Compared 9% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 5% of the time

ServiceNow Customer Service Management vs Salesforce Service Cloud

Compared 3% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Salesforce Sales Cloud

January 2026

Download Salesforce Sales Cloud product report

Buyer's Guide

Salesforce Service Cloud

January 2026

Download Salesforce Service Cloud product report

Also Known As

Sales Cloud, SFDC, Salesforce

Service Cloud

Overview

Salesforce Sales Cloud is a comprehensive tool lauded for its customization, ease of use, and integration capabilities. Its cloud-based nature offers seamless access and scalability, helping manage leads, opportunities, and workflows efficiently. Powerful reporting and dashboards enhance visibility and productivity.

Salesforce Sales Cloud serves as an essential aid for companies aiming to streamline sales processes. It integrates sales and marketing, manages customer data, and supports automation, which increases efficiency. Despite its expense and complex interface, its ability to forecast, track customer engagement, and automate key workflows stands out. Companies encounter challenges with system costs and integration issues, particularly regarding third-party applications and mobile functionality. Reporting and dashboards offer significant insights, although room for improvement exists. Licensing costs and storage fees are considerations for prospects, alongside the need for improved training and AI features. Users maximize the platform for sales pipeline management, forecasting, and operational analytics.

What are the most important features?

Customization: Tailor the platform to fit exact business objectives.
Integration: Seamlessly connect with apps and platforms, improving workflow.
Automation: Streamline lead management and workflows, reducing manual tasks.
Reporting and Dashboards: Gain insights for informed decision-making.
Cloud-based Access: Ensure scalability and accessibility from anywhere.

What benefits can users expect?

Enhanced Productivity: Automation and robust tracking improve efficiency.
Increased Sales Efficiency: Manage pipelines and opportunities seamlessly.
Better Forecasting: Advanced features provide valuable foresight into sales trends.
Operational Efficiency: Analytics and reporting fortify strategic planning.

Organizations across industries utilize Salesforce Sales Cloud from finance to healthcare for business development and CRM tasks. It is integral to managing accounts, leading pipelines, and aligning sales with marketing strategies. Firms improve customer relations and operational efficiency through its analytics and reporting capabilities.

Salesforce

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

Sample Customers

Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

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