Sales & Service Cloud both act as the core CRM platforms for Salesforce and will be used by the majority of organisations. While both share some similarities, they are distinctly different products that contain different sets of features for their specific function.
Sales Cloud : This product is designed to support businesses with their sales cycle. Taking a potential customer on a journey from qualifying them through the Lead object to converting them into an Opportunity where the main sales cycle takes place. Sales Cloud also has a number of other features to support this process, from quoting to forecasting.
Service Cloud : Service Cloud on the other hand helps organisations with their customer support process. Customers initiate a support process by emailing, calling, or submitting an online form. Once this case has been created in Salesforce, agents can use features such as a Knowledge base to help find answers to questions, milestones to ensure SLA (Service Level Agreements) are met, as well as features like live chat to talk to customers in real-time.
