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Dynamics 365 Sales 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:
 

ROI

Sentiment score
8.2
Dynamics 365 Sales improved productivity, achieved ROI in 18 months, and enhanced reporting and forecasting capabilities with proper usage.
Sentiment score
7.2
Microsoft Dynamics 365 Customer Service enhances efficiency, reducing staffing costs, boosting satisfaction, and offering significant time savings for users.
Our company reached the return on investment in just one and a half years after implementation, with improvements in productivity, efficiency, and overall outcomes.
Every solution claims to save time, money, and provide productivity savings.
 

Customer Service

Sentiment score
7.3
Dynamics 365 Sales support is praised for response speed but faces criticism for ticket creation and timely assistance issues.
Sentiment score
4.9
Microsoft Dynamics 365 Customer Service is satisfactory but needs improvement in handling complex issues with faster response times.
My experience with them has been positive; they are always available to help when challenges arise during implementation.
The overall technical support of Microsoft deserves a rating of 10 out of 10.
We are using local Microsoft partners, not Microsoft themselves.
 

Scalability Issues

Sentiment score
7.5
Dynamics 365 Sales scales efficiently for various user bases, though large data movements face API-related throughput challenges.
Sentiment score
7.5
Microsoft Dynamics 365 Customer Service is scalable for medium-large organizations, though experiences vary due to integration and licensing challenges.
Dynamics 365 Sales is more scalable compared to Salesforce.
We have a global deployment across our organization in approximately 180 countries through Microsoft Azure cloud.
Because of the API limits, the throughput is not good.
 

Stability Issues

Sentiment score
8.6
Dynamics 365 Sales is praised for stability and reliability, with users noting minimal issues and efficient critical information access.
Sentiment score
8.4
Microsoft Dynamics 365 Customer Service is praised for stability, with rare issues mainly due to broader Microsoft outages.
I usually do not face any bugs and would give it a high rating.
Its stability rate is 99.9998%, which is crucial as any instability could disrupt access to vital information.
It is definitely stable and scalable.
 

Room For Improvement

Dynamics 365 Sales struggles with usability and integration, needing enhancements in AI, tutorials, and streamlined features for better performance.
Microsoft Dynamics 365 Customer Service needs enhanced customization, improved integration, better support, and clearer pricing for user satisfaction.
They advise about using Power Automate, but it is not suitable for large scale operations.
If Microsoft could provide direct integration, it would better support customers, especially in the Indian market.
The biggest challenge that people had was the simplicity that something like Salesforce offers, which Dynamics 365 Sales didn't really have.
The solution could improve by providing internal scorecards for agents and much better staff ratings.
The main area for improvement is the pricing model.
 

Setup Cost

Dynamics 365 Sales offers robust features, generally priced at $150 monthly, with discounts, preferred by SMEs despite regional cost challenges.
Microsoft Dynamics 365 Customer Service offers competitive pricing with user-based licenses, balancing cost and features, despite some complexity.
It is affordable, and what I've seen is a lot of SME customers, small and medium enterprises, tend to go with Dynamics 365 Sales over anything else, which indicates that it's more affordable than some other solutions in the market.
The list price is $150 per user per month, though my company pays $105 per user per month for 20 users.
We did our integration with sales automation and other tools internally, which incurred no additional costs beyond the standard licensing fees.
The pricing is within the market range, but there is room for improvement.
 

Valuable Features

Dynamics 365 Sales offers robust lead management, Microsoft integration, automation, AI insights, customization, and enhances productivity with third-party flexibility.
Microsoft Dynamics 365 Customer Service offers seamless integration, advanced tools, cloud-based convenience, and customizable features for efficient business support.
In SAP, filling 20 fields required visiting 10 different pages sequentially, whereas now everything can be done on a single page.
This CRM system is more scalable than Salesforce, and its stability rate is 99.9998%.
A lot of customers are asking for integration with CoPilot, which is probably the biggest feature of all.
It has a workflow feature and offers excellent automation capabilities that streamline our customer service.
It is fully integrated and easily scalable with other Microsoft tools like Power BI, which is a great advantage.
 

Categories and Ranking

Dynamics 365 Sales
Ranking in CRM
13th
Average Rating
8.6
Reviews Sentiment
7.1
Number of Reviews
15
Ranking in other categories
No ranking in other categories
Microsoft Dynamics 365 Cust...
Ranking in CRM
12th
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
20
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of June 2025, in the CRM category, the mindshare of Dynamics 365 Sales is 0.4%, 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 - PeerSpot reviewer
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.
Gary Cook - PeerSpot reviewer
Enables seamless customer communication and improves satisfaction
Microsoft Dynamics 365 Customer Service ( /products/microsoft-dynamics-365-customer-service-reviews ) stands out for its superb product functionality, price performance, flexibility, and integration with other Microsoft products like Office. I especially value the complaint management feature, which allows for much more unified communication. It has a workflow feature and offers excellent automation capabilities that streamline our customer service.
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Top Industries

By visitors reading reviews
No data available
Manufacturing Company
15%
Healthcare Company
12%
Government
10%
Financial Services Firm
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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?
This is my opinion about Microsoft: their products are good, but they put substantial investment in sales to show it is a good product. However, when you try to access the documentation, it is high...
What is your primary use case for Dynamics 365 Sales?
I am trying to compare solutions for one of my customers. I am already dealing with something by Microsoft, as my customer is using Azure. It is a scenario of cost reduction, so I'm trying to find ...
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?
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.
 

Overview

Find out what your peers are saying about Dynamics 365 Sales vs. Microsoft Dynamics 365 Customer Service and other solutions. Updated: June 2025.
858,469 professionals have used our research since 2012.