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 8.1% mindshare in the category. Salesforce Service Cloud is ranked #2 in CCEC , with an average rating of 8.4, and holds a 16.6% 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 115 Salesforce Sales Cloud reviews

5,106 Views
3,676 Comparison Views

94% willing to recommend

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,624 Views
568 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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Buyer's Guide

CRM

July 2025

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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

7.2

Salesforce Sales Cloud enhances productivity, efficiency, and management, improving visibility, decision-making, and fundraising for non-profits.

Sentiment score

6.5

Salesforce Service Cloud achieves 135% ROI by enhancing efficiency, productivity, and service business, despite implementation costs.

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

NavinJacob

CTO at Cipher7

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

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

7.1

Salesforce Sales Cloud offers varying support quality based on subscription level, with faster responses for premium users and valuable community resources.

Sentiment score

5.6

Salesforce Service Cloud is praised for helpful support and community, despite some critiques on initial response and proactiveness.

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

NavinJacob

CTO at Cipher7

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

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

Unless you have premium support, assistance is restricted.

reviewer2688993

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

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

Scalability Issues

Sentiment score

7.8

Salesforce Sales Cloud offers scalable solutions, praised for flexibility and growth but noted for reporting and storage cost limitations.

Sentiment score

8.1

Salesforce Service Cloud offers exceptional scalability for enterprise growth, handling increased users and transactions seamlessly across industries.

Salesforce is highly scalable and operates efficiently.

Sundus Ajmal

AWS Cloud Engineer at Accenture

It scales effortlessly with user growth.

NavinJacob

CTO at Cipher7

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

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

Stability Issues

Sentiment score

8.2

Salesforce Sales Cloud is highly stable and reliable, with swift issue resolutions and high user satisfaction from regular updates.

Sentiment score

7.9

Salesforce Service Cloud is highly stable, reliable, quickly resolves issues, and is positively rated across industries for dependability.

Salesforce Sales Cloud is very stable.

NavinJacob

CTO 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 needs better UI, cost, integration, reporting, mobile support, data handling, and automation with improved performance.

Salesforce Service Cloud requires improvements in email integration, UI/UX, reporting, analytics, and cost efficiency for better user experience.

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

CTO at Cipher7

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

Sundus Ajmal

AWS Cloud Engineer at Accenture

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

Configuring Flows in Salesforce Service Cloud is very difficult.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Salesforce Service Cloud should focus on simplification.

reviewer2688993

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

The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.

reviewer2677440

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

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

Setup Cost

Salesforce Sales Cloud is costly but valued for its customization, integration, and efficiency benefits for businesses despite high expenses.

Salesforce Service Cloud is seen as costly but negotiable, with user-based pricing offering potential ROI through strategic use.

Without negotiation, costs can become expensive.

NavinJacob

CTO at Cipher7

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

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

Valuable Features

Salesforce Sales Cloud provides customizable CRM solutions with seamless integration, automation, and advanced analytics for diverse business needs.

Salesforce Service Cloud is praised for customization, integration, automation, user-friendliness, scalability, and features enhancing productivity and visibility.

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

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

NavinJacob

CTO at Cipher7

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

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

Usability is one of the strongest characteristics of Salesforce Service Cloud.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Salesforce Service Cloud improved our organization with its mobile capabilities.

reviewer2677440

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

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

Categories and Ranking

Salesforce Sales Cloud

Average Rating

8.4

Reviews Sentiment

7.0

Number of Reviews

115

Ranking in other categories

CRM (2nd), Opportunity Management (1st), Sales Force Automation (2nd), Conversation Intelligence Software (3rd)

Salesforce Service Cloud

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (4th), Knowledge Management Software (3rd), 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 8.1%, down 10.6% compared to last year.
Salesforce Service Cloud, on the other hand, focuses on CRM Customer Engagement Centers, holds 16.6% mindshare, down 17.0% since last year.

CRM

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

RohitPothani

Solutions Architect at Merino Consulting Services

Enhances deal closures and have navigation and process flow features

They should also include ATP and CTP functionality. Whenever there is a sale or opportunity, sales representatives should be able to determine what is available in the inventory and how much can be delivered to the customer. For example, if I take an order today, it might take ten days to produce and deliver the product. This is the ATP. If a customer orders 100 cell phones, the CTP functionality helps determine if we can deliver that quantity. This insight is provided when ERP systems are integrated, as ERP systems handle inventory. However, even without an ERP system, this information is crucial. The ATP and CTP stock should be monitored or mentioned somewhere in Salesforce to make decisions easier for sales representatives. If my inventory has 10,000 cell phones from 8 AM to 6 PM at the start of the day, any confirmed orders should reduce this inventory count. We can monitor my inventory in real-time and decide whether to accept new opportunities based on current stock levels.

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MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Improved customer service and post-sales support saves time

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

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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 at InterCall

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

Computer Software Company

11%

Financial Services Firm

10%

Manufacturing Company

University

Financial Services Firm

14%

Manufacturing Company

10%

Performing Arts

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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.

See all answers

What needs improvement with Salesforce Sales Cloud?

With today's generative AI capabilities like ChatGPT ( /products/chatgpt-reviews ), it should be possible to directly communicate with the software rather than navigating through the entire system ...

See all answers

What is your primary use case for Salesforce Sales Cloud?

I generally use Salesforce Sales Cloud ( /products/salesforce-sales-cloud-reviews ) for our sales process, setting up the entire opportunity lifecycle from lead generation to contract closure. It h...

See all answers

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

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

See all answers

What needs improvement with Salesforce Service Cloud?

See all answers

What is your primary use case for Salesforce Service Cloud?

We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...

See all answers

Comparisons

Microsoft Dynamics CRM vs Salesforce Sales Cloud

Compared 23% of the time

SAP CRM vs Salesforce Sales Cloud

Compared 21% of the time

Oracle CX Sales vs Salesforce Sales Cloud

Compared 5% of the time

Camunda vs Salesforce Sales Cloud

Compared 4% of the time

Oracle CRM vs Salesforce Sales Cloud

Compared 4% of the time

More Salesforce Sales Cloud Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 18% of the time

ServiceNow vs Salesforce Service Cloud

Compared 16% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 8% of the time

Pega CRM vs Salesforce Service Cloud

Compared 7% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 6% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Salesforce Sales Cloud

July 2025

Download Salesforce Sales Cloud product report

Buyer's Guide

Salesforce Service Cloud

July 2025

Download Salesforce Service Cloud product report

Also Known As

Sales Cloud, SFDC, Salesforce

Service Cloud

Overview

Salesforce Sales Cloud is a comprehensive CRM platform designed for efficient lead management, sales forecasting, and customer engagement, offering extensive customization and cloud-based accessibility.

Aimed at enhancing business efficiency, Salesforce Sales Cloud supports core business processes like CRM, lead and opportunity management, sales forecasting, and customer engagement. Its robust integration capabilities allow seamless connectivity with ERP systems and various applications. The platform offers pipeline tracking, process automation, and advanced sales cycle management. Users appreciate its cloud-based accessibility, allowing teams to operate remotely and manage sales operations effectively. However, users highlight concerns about its complexity, cost, and the need for a more intuitive interface.

What features does Salesforce Sales Cloud offer?

Customization: Tailor the CRM to meet specific business requirements.
Robust Reporting: Comprehensive analytics and data insights.
Lead Management: Efficiently manage and convert leads.
API Integration: Seamless connectivity with multiple applications.
Cloud Accessibility: Work from anywhere with cloud-based access.

What benefits should be evaluated in Salesforce Sales Cloud reviews?

Enhanced Productivity: Streamline sales processes with automation.
Improved Collaboration: Facilitate team coordination and client engagement.
Accurate Forecasting: Make informed decisions with reliable sales forecasts.
Flexibility: Accommodate diverse industry needs with ease.
Legacy System Integration: Efficiently update and integrate with existing systems.

Salesforce Sales Cloud is widely implemented across industries such as finance, healthcare, and retail, supporting sales teams in tracking and managing sales operations. Its use extends to reporting, collaboration, and enhancing client interactions, allowing companies to tailor Salesforce to meet industry-specific requirements efficiently.

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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