Friday, 14 October 2016

Sales Cloud and Service Cloud



Sales Cloud :-
“When we develop product in force.com for sales then it comes in Sales Cloud Ex: - Account, Contacts, and Lead”. In different Words “ we are able to say that The Sales Cloud from salesforce.com is that the world's #1 sales application. It provides reps, managers, and execs everything they have to attach with customers and focus on what is important —more selling and fewer administration. It helps you close a lot of deals - quicker, gain period of time visibility into sales, and connect with today's social customers”.


Service Cloud :-When we need to supply some facility and additionally provides support to the clients then it comes in service Cloud. Ex: - create cases is that the example of Service Cloud within which consumer write his problem into cases rather than decision.

In different words “In service cloud when we sales product to consumer then we provides the various different types of facilities to consumer which will be helpful to consumer just like call center. In call center ,client will create a decision and ask his problem regarding product and might notice the higher answer about his problem“.


Difference between Sales Cloud and service Cloud:-

1. "Sales Cloud" refers to the "sales" module in salesforce.com. It includes Leads, Accounts, Contacts, Contracts, Opportunities, Products, price books, Quotes, and Campaigns (limits apply). It includes options like Web-to-lead to support online lead capture, with auto-response rules. it's designed to be a start-to-end setup for the entire sales process; you utilize this to help generate revenue.

While “Service Cloud" refers to the "service" (as in "customer service") module in salesforce.com. It includes Accounts, Contacts, Cases, and Solutions. It additionally encompasses features like the public knowledge base, Web-to-case, call center, and the Self-Service Portal, additionally as customer service automation (e.g. escalation rules, assignment rules). it's designed to permit you to support past, current, and future clients' requests for help with a product, service, and billing. you utilize this to help make people happy.

2. Sales Cloud Implements Sales and marketing whereas Service cloud implements Salesforce knowledge.

3. Sales Cloud ,A great solution for small and worth oriented mid-sized sales groups that need to quickly and cost effectively deploy Salesforce whereas Service Cloud   provides customer Support to the shoppers and giving you the tools to provide a better customer expertise for your clients.

 4. Sales Cloud provides you the flexibility to open Cases (issues) and relate them to Accounts, Contacts; etc. whereas The Service Cloud could be a superset of Sales Cloud, that means you get everything that's in Sales Cloud and some other features.

5. once we develop product in force.com for sales then it comes in Sales Cloud Ex: - Account, Contacts, and Lead. whereas when we need to provide some facility and additionally provides support to the clients then it comes in service Cloud. Ex: - produce cases is the example of Service Cloud in which client write his problem into cases instead of decision.




Functions in the Sales Cloud
If you’re presently using or are implementing salesforce.com’s Sales Cloud, you've got the foundation necessary to capture and resolve client questions or problems. the essential functionality includes:

Cases—you will track client inquiries, escalate problems requiring specialized support and monitor your agent’s productivity.

Solutions—Equip your client service team with the answers to your customer’s queries and even build the answers offered to the customers on the web so that they will find the answers themselves whenever they have them.

Web-to-Case—if your customers can’t notice what they’re looking for on the web, you can have them log a case directly from your web site that straightaway enters Salesforce.com for agent resolution.

Additional functionality within the Service Cloud

If you have a a lot of complicated support needs or a lot of active client service team, you ought to considerService Cloud licenses.  Service Cloud licenses provides the quality Sales Cloud practicality for your users, and add extra practicality to higher equip your team to supply service a lot of expeditiously. you'll have Sales Cloud and service Cloud users within the same instance of Salesforce.com. extra features of Service Cloud include:

Agent Console—This helps your agents access relevant info about the client with fewer clicks. you'll style the console to maximise this efficiency.

Entitlement Management—if you've got Service Level Agreements that give completely different levels of support for your customers, you'll use entitlement management to make sure that you just deliver the right service level as well as 1st response and resolution times. you'll additionally incorporate automatic processes that give directions for reps on the most effective way to resolve cases.

Access to measure Agent web Chat (additional fee on top of Service Cloud license)—Incorporate live chat from the web to make sure that your clients get answers from you in real time without a phone call

Thanks
Amit Chaudhary