Salesforce Experience Cloud Vs. Service Cloud

Nikita R.

Media-savvy content creator, with a curiosity for all Salesforce experiences.

Updated: Jan 13th, 2025

Are you struggling with deciding on which of these two Salesforce platforms to commit to for creating web projects? Salesforce Experience Cloud and Salesforce Service Cloud can both help you win in elevating the digital experience for your customers, but it’s essential to know which one is the right one for your specific goals and project teams.

Join us in the below article as we explore how to transform your digital experiences with Salesforce Experience Cloud and Service Cloud. Hopefully, by the end of this short read, you will be able to decide which platform is best for your workforce and business processes.

What is Salesforce Experience Cloud?

Let’s start with the basics. Previously known as Salesforce Community Cloud, Salesforce Experience Cloud lets you build online portals, websites, or communities. Your business can expect branding options for your web projects so that you can extend seamless user experiences across all your offerings to your customers, employees, and partners.

If you are looking for the potential to connect with internal and external users with a truly personal experience, then Salesforce Experience Cloud is the option for your business. With a portal from Salesforce Experience Cloud, your users can collaborate in engaging ways and bring your community to life.

What is Salesforce Service Cloud Used For?

Shifting to Salesforce Service Cloud, it’s a customer relationship management (CRM) platform. Businesses need this platform to work with and speed up customer service interactions and customer support tasks.

When you use Salesforce Service Cloud, you get a host of tools and features to help you with all your customer support and service workflows. For example, you can manage your cases effectively with Service Cloud Salesforce. So go ahead and use it to create, monitor, and work with customer support cases if you need it. It is an extremely helpful feature to customer support teams that have to assign cases to support agents, prioritize issues, and monitor cases that have been resolved.

Service Cloud vs. Experience Cloud

So, let’s get down to why you are really here: the comparison between Salesforce’s Service Cloud and Experience Cloud! Of course, they are two different offerings, but what can each of them offer your business? Join us as we explore the key features of Service Cloud and Experience Cloud below:

Service Cloud

If your business is currently focusing on streamlining efforts related to customer support, customer service, and case management, then you are going to want to choose Service Cloud in Salesforce. The platform has many tools and features to help your teams work quickly with customer requests and support tickets. Let’s take a look at some of the core features that Salesforce Cloud provides:

Manage cases and reshape the way your teams monitor and close support tickets.

Create a knowledge base to store and display articles and content about your products or services for your employees and customers to reference.

Route your customer queries to a specific support agent, such as one available online or with a particular skill set.

Customer support agents can handle customer cases with an interface designed for their needs.

Expect to get features for real-time chat and email communication for customers.

Integrates well with other Salesforce products.

It can connect with other third-party applications to speed up your customer service and support workflows.

Experience Cloud

If you want to design a branded portal or community that extends digital experiences for your business with customers, employees, and partners, then consider the Experience Cloud. What are your business requirements? Take a look at the key features from Experience Cloud below to see if they match up with what you need.

Build a community or portal that is custom and branded to your unique business requirements.

Manage your content the way you want. You get the option to share your articles and blogs.

Let your community members collaborate with each other in forums or discussion groups.

Provide self-service options to your community members to reduce queries sent to customer support agents. These self-service options also empower customers to resolve and troubleshoot their issues 24/7, instantly, and independently.

Experience Cloud integrates exceptionally well with other Salesforce products.

Can connect with other third-party applications.

So, which platform do you go with? Essentially, to summarize, Service Cloud can help your business improve customer support and customer service initiatives. On the other hand, Experience Cloud will help your business build engaging communities for all your customers, employees, and partners. The one you choose at the end of the day will depend on your unique business goals.

We understand that you want to ensure that you choose the right option. Here are a few bonus questions and answers related to Salesforce Experience Cloud and Service Cloud to further help you with your decision.

We hope to see you soon! 

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Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us.