Dynamics 365 Sales vs Microsoft Dynamics 365 Customer Service comparison

Dynamics 365 Sales vs. Microsoft Dynamics 365 Customer Service

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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

Dynamics 365 Sales

Ranking in CRM

14th

Average Rating

8.6

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Microsoft Dynamics 365 Cust...

Ranking in CRM

13th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2025, in the CRM category, the mindshare of Dynamics 365 Sales is 0.5%, up from 0.2% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.8%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

IlyasAhmad

Manager IT infrastrcture at Sapphire Group

A versatile and scalable CRM solution that streamlines business processes with its user-friendly interface and seamless integration with Microsoft platforms

The support they provide is quite commendable. When I was exploring various features of Office 365, being relatively new to it, I encountered a few challenges. Upon raising a support ticket on the Microsoft platform, I not only received prompt emails but also phone calls and engaging sessions. The Microsoft support engineers proved to be very helpful, and I appreciated their structured escalation metrics. Starting with basic assistance, they escalate the ticket to senior technicians if needed, ensuring comprehensive problem resolution. Another notable aspect is the abundance of Microsoft support resources, including videos, articles, and documentation, providing ample guidance for users. The support system offers a wealth of information, making it a valuable resource for problem-solving. I would rate it nine out of ten.

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Akshat Prakash

Consultant at BP

A stable solution that can be used for regular office communication, collaboration, and office documentation

We use Microsoft Dynamics 365 Customer Service for regular office communication, collaboration, and office documentation Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service. The solution could…

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Quotes from Members

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

Pros

"Microsoft 365, in its entirety, provides a collaborative environment that allows me to connect to multiple tools, including email, drive, and cloud hosting folders."

"Dynamics 365 Sales assists in streamlining the sales cycle by reducing it by 30%."

"Microsoft 365, in its entirety, provides a collaborative environment that allows me to connect to multiple tools, including email, drive, and cloud hosting folders."

"Dynamics 365 Sales has a sales feature that is easy to use. It is easy to understand and use."

"The solution is fast."

"The tool is on the same screen as Microsoft and Windows, which makes it easier for end users to learn. Its features are good, and the solution's integration is without challenges."

"It stands out as an exceptional choice for businesses seeking a comprehensive ERP solution that offers a range of features, including finance, payroll, and HR modules, making it more than just a retail tool."

"Dynamics 365 Sales facilitates remote access, allowing sales teams to work efficiently from mobile devices."

More Dynamics 365 Sales pros

"The data is always available to the users regardless of location because of the tool's cloud-based nature. The solution is highly stable. I rate it a perfect ten. The product is highly scalable Microsoft Dynamics 365 Customer Service stands out due to its rich features, ease of deployment, and straightforward licensing structure."

"It is a stable product."

"Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions."

"I find the advanced case management capabilities and the ability to track the SLAs of the product particularly valuable."

"Dynamics CRM is highly effective for managing customer relationships and improving sales processes."

"Microsoft Dynamics 365 Customer Service has valuable customization features."

"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 mainly do customer management, setting records, and things like that."

More Microsoft Dynamics 365 Customer Service pros

Cons

"The product's pricing needs improvement."

"The solution needs to include accurate and free online tutorials."

"However, having more dashboards and customizable templates, specifically tailored for sales in Dynamics 365, would enhance its usability even further. Being able to create custom dashboards would be particularly beneficial."

"There's room for improvement in the pricing models."

"An area for improvement is the integration with WhatsApp. Currently, it is available only through a third party, which incurs additional costs."

"I found it significantly complex and not user-friendly."

"I have not noticed anything that I would recommend for improvement so far."

"Making it more budget-friendly would be beneficial."

More Dynamics 365 Sales cons

"The interface could be more appealing and attractive for users."

"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."

"The main area for improvement is the pricing model. While it is competitive within the market, there is room for improvement, as is the case with most software vendors."

"The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."

"The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial."

"The solution could better integrate with other enterprise solutions."

"The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features."

"There are some occasional performance issues."

More Microsoft Dynamics 365 Customer Service cons

Pricing and Cost Advice

"The pricing is challenging, which is particularly relevant for countries like Pakistan and others with limited budgets."

"The platform is expensive."

"Dynamics 365 Sales operates on an annual licensing basis."

"Dynamics 365 Sales' pricing is in the middle. It's not expensive like SAP and Oracle."

"The cost of the solution is very similar to that of other solutions like Salesforce CRM."

"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."

"It is more expensive than other vendors."

"I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten."

"The pricing seems fair."

"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."

"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 solution has a corporate enterprise license, which large corporations sign."

More Microsoft Dynamics 365 Customer Service pricing and cost advice

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Company Size

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Midsize Enterprise

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Questions from the Community

What do you like most about Dynamics 365 Sales?

It integrates well with other Microsoft products, enhancing sales workflow.

What needs improvement with Dynamics 365 Sales?

An area for improvement is the integration with WhatsApp. Currently, it is available only through a third party, which incurs additional costs. If Microsoft could provide direct integration, it wou...

What is your primary use case for Dynamics 365 Sales?

The usual use cases for Dynamics 365 Sales involve managing leads from various sources to define the entire customer journey, starting from lead to closure. This process includes leads, opportuniti...

What do you like most about Microsoft Dynamics 365 Customer Service?

Offers integration with hosted solutions.

What is your experience regarding pricing and costs for Microsoft Dynamics 365 Customer Service?

The price performance is excellent, rated eight out of ten. We did our integration with sales automation and other tools internally, which incurred no additional costs beyond the standard licensing...

What needs improvement with Microsoft Dynamics 365 Customer Service?

The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features.

Zendesk vs Microsoft Dynamics 365 Customer Service

Comparisons

No data available

Compared 73% of the time

More Microsoft Dynamics 365 Customer Service Competitors

Product Reports

Dynamics 365 Sales

Download Dynamics 365 Sales product report

Microsoft Dynamics 365 Customer Service

Download Microsoft Dynamics 365 Customer Service product report

Microsoft Dynamics 365 Customer Service report

Overview

Dynamics 365 Sales empowers teams with capabilities in lead management, scheduling, and workflow organization. Its Office 365 integration and comprehensive ERP features enhance productivity and control.

Dynamics 365 Sales offers powerful tools for managing leads and customer interactions. Its integration with third-party apps and REST APIs simplifies workflows, providing comprehensive visibility and reliable performance. Teams benefit from its robust documentation and Power Platform compatibility, enhancing productivity with flexible pricing and a user-friendly interface. Despite some complexities, improvements in Outlook integration, AI features, and affordability are areas for enhancement.

What are the key features of Dynamics 365 Sales?

Lead Management: Simplifies tracking and organizing potential sales opportunities.
Office 365 Integration: Seamlessly works with Office applications for increased efficiency.
Customization Options: Allows for tailored solutions to meet business processes.
Third-party Integration: Connects with external apps to streamline operations.
Power Platform Compatibility: Enhances development and functionality.

What benefits should users expect from Dynamics 365 Sales?

Increased Productivity: Enhances efficiency with streamlined workflows and tools.
Enhanced Visibility: Provides comprehensive insights into sales activities.
Reliable Performance: Offers stability with robust platform support.
Cost-effectiveness: Flexible pricing options cater to varying business needs.
Improved Collaboration: Facilitates teamwork through seamless integrations.

Companies in industries like retail and sales management implement Dynamics 365 Sales to track opportunities and manage customer interactions. It helps in generating customized offers, managing orders, and supports sales reporting and CRM capabilities. Teams utilize it for sales management, lead follow-ups, and aligning targets with objectives, making it essential for daily operations.

Microsoft

Microsoft Dynamics 365 Customer Service integrates seamlessly with Microsoft tools, offering cloud-based accessibility that enhances business processes and facilitates decision-making. Its customizable workflows and insightful reporting streamline operations for effective customer relationship management.

Microsoft Dynamics 365 Customer Service provides an extensive suite of features, including advanced case management, seamless connectivity, and a user-friendly interface. Cloud-based accessibility supports collaboration and automation, while built-in connectors like Power BI simplify data management. Regular updates enhance functionality and improve business processes. Areas for improvement include greater customization flexibility, smoother integration with enterprise systems, and better scalability. Enhanced dashboards and user-friendly components are also desired, alongside improved technical support and licensing clarity.

What are the key features of Microsoft Dynamics 365 Customer Service?

Advanced Case Management: Streamlines processes to effectively manage customer cases.
Integration with Microsoft Tools: Seamless connectivity with Power BI for insights and reporting.
Customizable Workflows: Tailors processes to meet business requirements.
User-Friendly Interface: Simple navigation supports ease of use.
Cloud-Based Accessibility: Ensures secure access anytime, anywhere.

What benefits should users expect from reviews?

Improved Collaboration: Enhances teamwork across departments.
Enhanced Decision-Making: Data-driven insights for strategic actions.
Automation Enhancements: Streamlines repetitive tasks for efficiency.
Case Resolution Efficiency: Faster handling of customer inquiries and support.
Customization Flexibility: Adapts to unique business needs.

In industries like manufacturing, energy retail, and IT, Microsoft Dynamics 365 Customer Service is employed for communication, collaboration, and sales management, supporting lead management, proposal tracking, and ticketing systems. Departments such as sales, finance, and HR leverage its capabilities for complaint management, inquiries, and operational support through secure cloud connections.

Microsoft

Dynamics 365 Sales vs. Microsoft Dynamics 365 Customer Service