What Is the Difference Between Service Cloud and Experience Cloud?
Salesforce Experience Cloud is a technology that allows businesses to actively engage online with their audiences and partners. Service Cloud enables companies to provide timely and reliable help to customers.
Experience Cloud aims to develop effective online communities for better branding, while Service Cloud aims to enhance customer satisfaction through streamlined support services. Here are other things that make the two Salesforce Clouds different:
Salesforce Experience Cloud Features
Salesforce Experience Cloud has digital features to help businesses give target audiences the best digital experiences. The features can help you create personalized layouts, portals, apps, or dashboards with unique branding elements to capture customers’ attention. Here are several features that make Experience Cloud stand out from the Service Cloud:
Building Tools
Lightning Builder Tool in Experience Cloud can help your business create attractive sites and pages. The tool also aids the building of online communities, apps, and homepage features like charts or portals. Some features of building tools in Experience Cloud include a design system, component framework, and Open Data Protocol (ODP).
Business-to-Customer Commerce
This feature can help you scale up your small business by integrating Experience Cloud with an ecommerce store. An active ecommerce store enhances the shopping experience by making purchases and payments more convenient. The feature also allows businesses to achieve sales goals more efficiently. B2C commerce for Experience Cloud may include live search, product layout catalogs, and other related features that enhance customer experience.
Content Management System
CMS can enable you to create informative content like articles and eBooks for customers. The feature allows the inclusion of customer data in the content you create. CMS makes it easier to correct errors in the content and correctly organize files, folders, or documents in the cloud. The feature can help you conveniently share information with your online communities and customer portals.
Partner Central
Partner central in Experience Cloud eases collaboration between businesses with similar selling models. This feature allows you and your business partner to easily access customer data from the same cloud, making onboarding, communications, and reporting more convenient.
Salesforce Service Cloud Features
Features in Salesforce Service Cloud allow businesses to manage all customer engagements or interactions from a centralized location. This technology provides the histories, requirements, and preferences of various customers to a business. Omnichannel routing is a feature in Service Cloud that enables companies to respond to customer queries simultaneously. The feature also promotes active customer-to-customer interactions in Service Cloud. Here are some other features that make the Salesforce Service Cloud different from Experience Cloud:
Virtual Assistant
Virtual remote assistants in Service Cloud provide live support to customers through chats, emails, and calls. This feature tailors assistance to meet customer needs and strengthens their relationship with your business. Immediate and personalized help by live agents or virtual assistants may promote customer loyalty and increase your business’s competitiveness.
Automation
The automation feature helps streamline team coordination, case assignments, data entry, and other related workflows. Workflow automation helps prevent time wastage, delays, and errors in various team processes. Adopting Service Cloud may also save your business costs associated with manual paperwork.
Customer Relationship Management Analytics
CRM analytics helps businesses forecast sales and make informed decisions. Sales prediction contributes to better income management and expense minimization. The feature may also provide recommendations on how to achieve current sales goals. Salesforce Service Cloud, with this feature, also helps businesses analyze their customers’ data for easier segmentation.
Implement Salesforce Cloud Today
Salesforce Experience Cloud and Service Cloud can help improve how you engage with your customers. Improved engagement may allow you to understand and meet customer needs and preferences more effectively. Implement Experience Cloud today for better customer, partner, and vendor experiences.
