Differences between Sales and Service for Salesforce

This article explains the differences in available features and permissions when using "Sales" and "Service".

As a prerequisite, Agentforce Sales and Agentforce Service are our product names, not the names of User Licenses. 

The User License assigned to both Sales and Service is the common "Salesforce" license.

Since the User License itself is the same, no license change is required when using Sales or Service; you can use them simply by switching the application.

Typical unique features of Sales include Forecasting, Opportunity Splits, and Managing Territories.  Service includes Omni-Channel, Knowledge, and Case management.

Sales features are included within Service. Therefore, when using Service, all Sales features are available.

Service includes features more suitable for support, and examples of features not included in Sales are as follows:

・Service Console (Classic only)
・Service Channels
・Service Routing
・Service for Slack
・Support Levels
・SLA
・Visual SLA Timeline
・Chat

Furthermore, the difference in access rights provided by the "Sales User" and "Service User" Permission Set Licenses determines the features available to the assigned user.

For example, "Allow access to Pardot pilot features" is included in Sales User but not in Service User.

- To confirm specific feature differences, please check the Permission Sets screen.