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Dynamics 365 Sales vs Pega CRM comparison

Microsoft and Pega are both solutions in the CRM category. Microsoft is ranked #12 with an average rating of 8.5, while Pega is ranked #17 with an average rating of 7.7. Microsoft holds a 0.5% mindshare in CRM, compared to Pega’s 1.4% mindshare. Additionally, 100% of Microsoft users are willing to recommend the solution, compared to 100% of Pega users who would recommend it.
Dynamics 365 Sales
Read 15 Dynamics 365 Sales reviews
  • 283 Views
  • 283 Comparison Views
100% willing to recommend
Pega CRM
Read 10 Pega CRM reviews
  • 876 Views
  • 561 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Pega CRM and Dynamics 365 Sales compete in the CRM space, each offering distinct benefits. Dynamics 365 Sales holds an advantage in terms of feature richness due to its extensive integrations and analytical tools, while Pega CRM often stands out for pricing and support.

Features: Pega CRM provides robust automation capabilities, customizable workflows, and strong case management functionality. Dynamics 365 Sales excels in integration with Microsoft products, advanced AI-driven insights, and remote access features, making it highly suitable for a comprehensive ERP solution.

Room for Improvement: Pega CRM could enhance its integration options compared to competitors and improve its user interface for easier navigation. Additionally, simplifying its complex processes could attract more users. Dynamics 365 Sales might focus on reducing the complexity of initial setup and offering more affordable pricing tiers for small businesses. Enhancing flexibility in customization could also increase its appeal.

Ease of Deployment and Customer Service: Pega CRM offers a flexible deployment model with robust support options, ensuring adaptability. Dynamics 365 Sales benefits from Microsoft's extensive deployment resources, providing a streamlined deployment experience but may lack the customization capabilities that Pega CRM provides.

Pricing and ROI: Pega CRM typically presents a lower setup cost and promises substantial ROI through improved process efficiencies. Dynamics 365 Sales might entail a higher initial investment but offers significant returns due to its comprehensive features and integrations, catering to those seeking a broader CRM ecosystem.

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To learn more, read our detailed Dynamics 365 Sales vs. Pega CRM Report (Updated: July 2025).
Buyer's Guide
Dynamics 365 Sales vs. Pega CRM
July 2025
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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
12th
Average Rating
8.6
Reviews Sentiment
7.1
Number of Reviews
15
Ranking in other categories
No ranking in other categories
Pega CRM
Ranking in CRM
17th
Average Rating
8.0
Reviews Sentiment
7.0
Number of Reviews
10
Ranking in other categories
CRM Customer Engagement Centers (5th)
 

Mindshare comparison

As of August 2025, in the CRM category, the mindshare of Dynamics 365 Sales is 0.5%, up from 0.3% compared to the previous year. The mindshare of Pega CRM is 1.4%, up from 1.4% 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.
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Srinivas Ganisetti - PeerSpot reviewer
Case management feature is valuable but the pricing is expensive
I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.
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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."
"The most valuable features of Dynamics 365 Sales for us are the standard functional power platform applications for business processes."
"Dynamics 365 Sales facilitates remote access, allowing sales teams to work efficiently from mobile devices."
"What makes Dynamics 365 Sales interesting is the new AI capabilities through CoPilot, which can help write in NLP and look through what's happening on the opportunities without getting into the details."
"It integrates well with other Microsoft products, enhancing sales workflow."
"SAP was very complicated, while Dynamics 365 Sales became simple for senior leaders to use, reducing time spent from 2-3 hours per week in SAP to 15-20 minutes in Microsoft Dynamics when done properly."
"Dynamics 365 Sales has a sales feature that is easy to use. It is easy to understand and use."
"Dynamics 365 Sales assists in streamlining the sales cycle by reducing it by 30%."
More Dynamics 365 Sales pros
"The product's deployment phase was easy."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"The case management feature is really valuable."
"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"The solution is very easy to use."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
More Pega CRM pros
 

Cons

"I have not noticed anything that I would recommend for improvement so far."
"The solution needs to include accurate and free online tutorials."
"It's very structured, and the out-of-the-box functionality is very limited, meaning you have to do a lot of customizations."
"The product's pricing needs improvement."
"At the start of the project, we made this mistake by relying on Power Automate. We discovered latency issues and problems related to the limits exist."
"They could improve the product's integration with Teams for seamless collaboration and enhanced administrative functionalities to reduce manual tasks."
"I found it significantly complex and not user-friendly."
"The solution’s stability could be improved."
More Dynamics 365 Sales cons
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The UI should be improved."
"The UI is lagging and needs to be improved."
"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."
"They should enable the data-driven streaming feature inside it."
"The solution has room for improvement around decisional and real-time data analysis."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
More Pega CRM cons
 

Pricing and Cost Advice

"The platform is expensive."
"Dynamics 365 Sales' pricing is in the middle. It's not expensive like SAP and Oracle."
"Dynamics 365 Sales operates on an annual licensing basis."
"The pricing is challenging, which is particularly relevant for countries like Pakistan and others with limited budgets."
"The cost of the solution is very similar to that of other solutions like Salesforce CRM."
"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."
"The pricing is on the higher side."
"It is expensive."
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Top Industries

By visitors reading reviews
No data available
Financial Services Firm
26%
Computer Software Company
10%
Manufacturing Company
6%
Comms Service Provider
6%
 

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.
See all answers
What needs improvement with Dynamics 365 Sales?
Beyond what Dynamics 365 Sales currently provides, any improvement would require a combination of processes, changes, and user behavior modifications on our side coupled with the product. The produ...
See all answers
What is your primary use case for Dynamics 365 Sales?
Our organization uses Dynamics 365 Sales for global sales collaboration. Previously, CRM was being treated as Outlook, with everyone in the organization receiving it by default regardless of necess...
See all answers
What do you like most about Pega CRM?
The product's deployment phase was easy.
See all answers
What needs improvement with Pega CRM?
The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...
See all answers
What is your primary use case for Pega CRM?
Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...
See all answers
 

Comparisons

SAP CRM vs Dynamics 365 Sales Logo
SAP CRM vs Dynamics 365 Sales
Compared 100% of the time
More Dynamics 365 Sales Competitors
Microsoft Dynamics CRM vs Pega CRM Logo
Microsoft Dynamics CRM vs Pega CRM
Compared 20% of the time
Salesforce Service Cloud vs Pega CRM Logo
Salesforce Service Cloud vs Pega CRM
Compared 17% of the time
Salesforce Sales Cloud vs Pega CRM Logo
Salesforce Sales Cloud vs Pega CRM
Compared 16% of the time
Siebel CRM vs Pega CRM Logo
Siebel CRM vs Pega CRM
Compared 16% of the time
Genesys Cloud CX vs Pega CRM Logo
Genesys Cloud CX vs Pega CRM
Compared 11% of the time
More Pega CRM Competitors
 

Product Reports

Buyer's Guide
Dynamics 365 Sales
August 2025
Dynamics 365 Sales reportDownload Dynamics 365 Sales product report
Buyer's Guide
Pega CRM
August 2025
Pega CRM reportDownload Pega CRM product report
 

Also Known As

No data available
Chordiant
 

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
Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.
Pega
 

Sample Customers

Information Not Available
The State of Maine, Aegis, Aegon, AIG Japan, ING
Buyer's Guide
Dynamics 365 Sales vs. Pega CRM
July 2025
Free Report: Dynamics 365 Sales vs. Pega CRM
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