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NexGen News

Sales Cloud or Service Cloud - Which is Best for You?
Posted By:  Maria Kelley
Saturday, March 4, 2017

We live in a connected world and your customers are changing. They are now more social, more mobile, and more educated than ever before. Your customers expect you to know more about them. How are you accomplishing all of this in 2017? 

Customers want to be engaged and they want a superior customer experience.  They want you to know and understand them. Your products and your brand are only as good as the service you provide.  

Having the right information in front of the right person at the right time is critical in providing customer support. Salesforce has several options available to you to ensure that you are staying connected to you customer.

Sales Cloud

The Sales Cloud gives you an excellent foundation for gaining insight into your customers.  The platform includes Leads, Accounts, Contacts, Contracts, Opportunities, Products, Price books, Quotes, and Campaigns . It includes features such as Web-to-lead to support online lead capture, with auto-response rules. It is designed to be for completely setup for the entire sales process. You can use this to help your company to generate revenue or increase revenue. On the customer service side, the Sales Cloud includes:  

Web to Case 

Impact: you need quotes in order to use our CPQ tool (formerly known as steelbrick).  

Service Cloud

If you have a more complex customer service requirement, you will want to consider Service Cloud. Service Cloud licenses provides the standard Sales Cloud functionality for your users, and add additional functionality to better equip your team to provide service more efficiently.  Additional features of Service Cloud include:

Entitlement Management
Service Contracts
Work Orders
Agent Console and Customizable Layouts

Impact: work orders are used with the Salesforce Field Service product so you must have Service Cloud Lightning to use Field Service.     

Click below for complete details:  

SalesCloud Data Sheet 

ServiceCloud Data Sheet 

Please contact NexGen to discuss your needs and we can help you determine the best solution for you.   



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