Different use cases

There are two versions of the service, Customer service and Sales, and the version is changed at the account level.

Sales version

Using this for sales is the core function of thie product, it will allow you to manage your leads, conversations and sales deals in the same tool, and then track the revenue and quality of leads and sales without needing to use multiple tools.

Customer service

If you only need to kep your conversations in one tool, mixing all your channels into one service, and you're not doing sales, then using the customer service version is for you. Sales reporting is hidden and all leads become tickets.