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Affinity vs Microsoft Dynamics 365 Customer Service comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Affinity
Ranking in CRM
38th
Average Rating
8.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
No ranking in other categories
Microsoft Dynamics 365 Cust...
Ranking in CRM
13th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
22
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of January 2026, in the CRM category, the mindshare of Affinity is 0.9%, down from 1.2% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.6%, down from 0.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Market Share Distribution
ProductMarket Share (%)
Microsoft Dynamics 365 Customer Service0.6%
Affinity0.9%
Other98.5%
CRM
 

Featured Reviews

Marcus Quinn - PeerSpot reviewer
Chief Information Officer at Business Growth & Software Development Consultancy
Open source, stable and capable of working with existing Adobe files
Affinity Photo needs to work more. They need to align as much as possible with the shortcuts and keystrokes of Adobe. It's just because when you learn a tool as a professional, you tend to learn all the shortcuts and keystrokes. And if they're not the same as the same type of products that you migrated from, you lose productivity because you forget how to do things. You don't know where things are on the menu. You don't know the icon for it because you just know it as, "Oh, if I press this key, I get that." You forget the user interface. You just remember the keystrokes and the shortcuts. So, if that could align as much as possible with what I'm used to from Adobe, that would be good. And there's another product I use called Pixelmator Pro. And as much as I wish Affinity Photos did everything that Photoshop did, I actually ended up using this other product, Pixelmator, more for image editing because I just find it faster and more in line with what I remember from Photoshop. So, they are good. They've designed a good product. It's just the shortcuts and keystrokes need to match what people are used to, especially coming from Adobe because, let's say, it didn't exist. Affinity is a newer product.
reviewer2245296 - PeerSpot reviewer
Sr. Manager, Tmt Business Consulting (Focused On B2 B Tech Product Cos.) at a security firm with 11-50 employees
Enterprise ticketing has streamlined high-volume customer issues and provides unified analytics
The place where you can define the rules is at the back end. That module, where you write the assignment rules or the skill set rules or prioritization rules, has very limited flexibility in these rules engines. More flexible rule-defining back ends that you can customize to your business context more closely than you can right now would be better. Customization for the information design in Microsoft Dynamics 365 Customer Service is needed. The foundational information that goes into service management comes as foundational information that you need to program into or load into the service management platform. Right now, you need to change the rules to load them in the format that is required, and this should not be happening. AI capabilities in Microsoft Dynamics 365 Customer Service are more focused on the productivity aspects and the backend aspects. It is not personalizing interactions. The CRM part is more where these kinds of front-end customer personalizations take place.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"I like that it's completely automated. It's a very robust system. You are not going to have faults in it."
"For me, the most valuable feature is the fact that they work with existing Adobe files. And open and edit PDFs and web-optimized exports. It's been very good."
"The most valuable features of Affinity are the connection features it provides because you have a large database of startups. The people who worked in the companies and founded them are displayed in Affinity. It can show if they are using some special intelligence feature and that you may know this person, of your connections. For example, if they know the person. It works similar to the way LinkedIn does when you seek a connection. Additionally, Affinity shows how close this person is and how often they contact each other."
"There was a situation where we needed to integrate our system with other platforms quickly. Typically, this process would require using middleware or additional testing tools. However, integration was easy because we were using Microsoft Dynamics 365 Customer Service, which is a Microsoft product. It has built-in connectors that integrate with Microsoft systems, making the process much easier."
"I find the advanced case management capabilities and the ability to track the SLAs of the product particularly valuable."
"Microsoft Dynamics 365 Customer Service is enterprise-grade, and if you have 5,000, 10,000, or 20,000 employees who are involved in the business of resolving tickets and providing customer support or who are part of these kinds of processes, that is when Dynamics really shines."
"We have observed a savings of about ten percent on staffing costs and a twenty percent increase in customer satisfaction, highlighting a significant reduction in customer effort."
"I mainly do customer management, setting records, and things like that."
"The tool's most valuable feature is its user-friendliness. Being part of the Microsoft 365 suite, it is easy to use and understand, much like Excel."
"It has easy-to-use customization features."
"In terms of the overall experience with the customer database, it has probably brought me significant time savings, about 30 percent."
 

Cons

"Affinity could improve by adding more features. It has been a while since I have used it, but when I did, the features could improve."
"It would be better if it were "pay-per-user" instead of "pay-per-account." For example, I'm Siddharth Mallya, and I have two email accounts. Each of those accounts is a separate payable account for me. For instance, I have created a network using my personal email ID, and now I have moved to my company email ID. It'll choose any one of those accounts, and that will become my paid account. For example, if I put in my personal email ID, then that's the account that I pay for. But I'm no longer using it, and it's not going to get updated. If I put in my work email ID, then that's an entirely separate account that I have to pay for."
"To get people to migrate, Affinity needs to somehow give them an incentive to change. The key is to make it as similar as possible. Shortcuts and keystrokes would be my biggest learning curve. So, to scale, you're going to have to convince people to relearn their workflow, and everybody's too busy to do that. Scalability is kind of mid because you face adoption resistance if you're pushing out to a studio or staff that are used to Adobe. Many products don't think beyond Microsoft and Adobe. If it's not Microsoft, then they don't understand. So, scalability is a challenge."
"The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features."
"The interface could be more appealing and attractive for users."
"They could add a new chart or dashboard for visualization in the product."
"The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."
"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."
"There are some occasional performance issues."
"The platform’s UI could be better."
"The product could be serverless."
 

Pricing and Cost Advice

"Affinity is an expensive solution. However, they over a free version trial. The solution is expensive but the people that have used it say it is worth the money."
"Affinity follows a pay-per-account model, and I think there will be a monthly or a yearly paid subscription. I have heard that it was expensive."
"The product's licensing is straightforward. It's user-based, so you decide how many users you want to license, and that's it. On the value-for-money scale, it's average. You do get what you pay for, so I wouldn't call it expensive."
"The solution has a corporate enterprise license, which large corporations sign."
"While it will apply to all employees, not all will utilize it fully. From a cost perspective, it strikes a balance: It's not overly expensive but also not too cheap."
"The pricing seems fair."
"In terms of cost, the product offers competitive pricing for its feature set."
"It is more expensive than other vendors."
"It is a decent price compared to multiple vendors and products available in the market."
"The tool is a bit on the expensive side if we purchase it individually."
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Top Industries

By visitors reading reviews
Computer Software Company
14%
University
13%
Manufacturing Company
11%
Financial Services Firm
6%
Manufacturing Company
13%
Financial Services Firm
12%
Government
7%
Computer Software Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business12
Midsize Enterprise3
Large Enterprise7
 

Questions from the Community

Ask a question
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What is your experience regarding pricing and costs for Microsoft Dynamics 365 Customer Service?
The pricing is within the market range, but there is room for improvement. I have annual subscriptions.
What needs improvement with Microsoft Dynamics 365 Customer Service?
With the integration of AI, it has become a game changer. Currently, we do not look forward to any new features, as we are satisfied at the moment. However, it is possible we might develop other re...
 

Overview

 

Sample Customers

T3 Advisors, Cushman & Wakefield,
Information Not Available
Find out what your peers are saying about Affinity vs. Microsoft Dynamics 365 Customer Service and other solutions. Updated: December 2025.
881,082 professionals have used our research since 2012.