10 Salesforce Sales & Service Cloud Features You’re Probably Underusing
Salesforce is recognized for being a powerful and customizable platform that drives growth, efficiency, and enhanced customer experiences. However, the truth is that many organizations only scratch the surface of what’s available—especially when it comes to features included right out of the box in Sales Cloud and Service Cloud. Whether you're managing a sales pipeline or a customer support team, there are built-in tools that can dramatically improve performance with minimal setup. Here are ten features you might be overlooking—and why it’s time to take a closer look.
Top Five Underused Features in Sales Cloud
1. Sales Path Customization
Sales Path allows you to visually guide sales reps through the key stages of your opportunity process. You can highlight fields to complete at each stage, standardize qualification steps, and reinforce best practices directly in the UI—helping reps stay focused and consistent.
2. Opportunity Splits
If your deals involve multiple contributors, Opportunity Splits let you allocate credit among team members. This boosts transparency and promotes teamwork, while giving sales leaders a clearer view of who’s contributing to success.
3. Einstein Activity Capture
Manual logging of emails and meetings wastes time and invites errors. Einstein Activity Capture automatically syncs Outlook or Gmail activity to Salesforce, saving hours and ensuring records stay complete.
4. Forecasting Tools
Salesforce forecasting is a game-changer for pipeline management. With a few configurations, managers can view forecast categories, monitor rep performance, and predict revenue more accurately—essential for planning and accountability.
5. Territory Management 2.0
Territory models allow you to segment sales teams by region, product, or customer type. You can assign accounts and opportunities based on logic rather than static ownership, enabling scalability as your team grows.
Top Five Underused Features in Service Cloud
6. Omni-Channel Routing
This feature automatically assigns incoming cases, chats, or leads to the right agents based on availability, priority, and skill. It ensures the workload is balanced and urgent issues don’t get missed.
7. Macros & Quick Text
Support teams often answer the same questions repeatedly. With macros, agents can automate repetitive actions—like updating statuses or sending responses. Quick Text provides templated messages to save even more time.
8. Service Console Customization
The Service Console can be customized to show exactly what agents need—related cases, knowledge articles, or recent interactions—all in one place. Fewer clicks mean faster resolutions.
9. Case Milestones & Entitlements
For organizations with SLAs, these tools are essential. Define key time-based milestones for case resolution, and automatically escalate or notify when deadlines are at risk.
10. Knowledge Base Integration
Publishing internal and external knowledge articles empowers agents to resolve cases faster and enables customers to find answers on their own—reducing case volume and boosting satisfaction.
Final Thoughts
You don’t need a full Salesforce overhaul to see results—sometimes, the biggest gains come from enabling features already included in your license. Start by identifying which of these tools are available but unused in your org. Then, prioritize implementation based on your team’s most pressing challenges. By unlocking these features, you can streamline operations, reduce manual work, and improve outcomes across your Sales and Service teams—all without writing a single line of code.