9h • 🗣️GENERAL DISCUSSION
SERVICE VS SALES IN SALESFORCE
So I missed the first class for Team Delta on the 27/6. While I was going through the recorded session.
Some questions were raised and one of it was the difference between the Sales cloud and the Service cloud.
I related this question to my previous work background. So in the financial institution we have the sales department and the Service department and from my understanding this not different from the SALESFORCE Sales and Service cloud Team.
In the financial institution or say in the banking system.
The SALES Department handles what we call Leads and Opportunities in the Salesforce Sales. They are the ones who go out in search of customers for the company. They meet a customer that shows interest in the company’s product like opening and account with the bank, that makes the person a potential prospect in banking and a potential Lead in Salesforce.
When the customer now turns his interest to action by opening the account, they have bought a product from the company and that makes the person a potential customer in banking and a potential Opportunity in Salesforce. At this point the Sales department are done with their basic task of bringing in a customer to the company and selling a product to them. So in Salesforce the Leads and Opportunity taps have been closed.
For business to continue seamlessly the customer will start transacting with the product purchased and at this point the Service department are the main people the customer will be contacting with. Say the Cashiers, Customer service reps and the service advisors. This department are the people who ensures the customers needs are being met after purchasing the product. They attend to every complain and questions from the customers making sure they are satisfied with the services.
Same is applicable to the Salesforce Service cloud Team, they ensure that the Opportunities that have been brought in are satisfied with whatever product they purchased by making sure all issues and complain arising has been logged in Cases and are being handled to the customers satisfaction.
Cases is likely a platform where all customers issue are logged for possible resolution in Salesforce. Likewise in banking where we have the Customer Solution (ConSol) portal where customers issues are logged for possible solution to be rendered.
I hope this analysis helps someone in understanding the differences and their core Job functions.
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SERVICE VS SALES IN SALESFORCE
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