Microsoft Dynamics 365 Customer Service vs monday.com comparison

Microsoft Dynamics 365 Cust...

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Executive SummaryUpdated on Jan 11, 2026

monday.com and Microsoft Dynamics 365 Customer Service are leading products in project management and customer support, respectively. Based on various aspects, Microsoft Dynamics 365 Customer Service appears to have an upper hand in seamless integration and automation within the Microsoft ecosystem, benefiting enterprises significantly.

Features: monday.com offers customizable boards, robust reporting, and integration options that make project management effortless. It automates tasks to enhance productivity and supports workflow visualization. Microsoft Dynamics 365 Customer Service provides advanced case management, customizable workflows, and seamless integration with Microsoft's suite of tools, offering a unified communication platform and streamlined customer service operations.

Room for Improvement: monday.com users suggest improvements in automation, more integration options, and system downtime reduction. Enhancing dashboard and template customization is desired. Microsoft Dynamics 365 Customer Service could refine its UI, improve integration capabilities, and simplify licensing complexities. Both platforms face occasional performance issues.

Ease of Deployment and Customer Service: monday.com offers flexibility via cloud and on-premises deployment options and is easy to adopt, though it needs better support for advanced automation. Microsoft Dynamics 365 is cloud-deployed with strong customer support, though improved tailored assistance and quicker issue resolution are desired.

Pricing and ROI: monday.com is seen as expensive but offers scalability and significant productivity gains. Its cost is justified by enhanced task management and collaboration. Microsoft Dynamics 365 Customer Service is competitively priced for enterprises, with its comprehensive services justifying the investment for those needing enhanced customer service integration. Licensing complexity and costs for higher service levels are noted for both platforms.

To learn more, read our detailed Microsoft Dynamics 365 Customer Service vs. monday.com Report (Updated: March 2026).

Microsoft Dynamics 365 Customer Service vs. monday.com

March 2026

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Helped 883,692 peers since 2012

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

5.8

Microsoft Dynamics 365 Customer Service improves efficiency, reducing staffing costs by 10% and boosting customer satisfaction by 20%.

Sentiment score

6.8

Users praise monday.com for boosting efficiency, productivity, and collaboration, positively impacting workflow despite varied financial metrics.

No quotes available

For more quotes and insights, download the Microsoft Dynamics 365 Customer Service report

Being able to auto-create, auto-close, and many other automated functions makes it easier to follow processes and make fewer mistakes.

Project Engineer at Unilever

We have about 14% of time savings on average on a given project and about 17 to 18% in cost savings as well.

Vice President, Finance and Operations at Fruitist

Some of the advantages or returns on investment we've seen since we started using monday.com include the time savings from automating tedious tasks, making team catch-ups quicker.

For more quotes and insights, download the monday.com report

Sr. Project Manager at GlaxoSmithKline

Customer Service

Sentiment score

4.5

Microsoft Dynamics 365 Customer Service is praised for helpful support but criticized for slow response times on complex issues.

Sentiment score

7.4

Monday.com’s customer service is responsive and efficient, though users desire more personalized responses and live interactions.

When somebody is doing a ticketing system transition at an enterprise level, it is obviously a complex affair involving hundreds of people and tens of teams at various points in the transition or implementation life cycle.

Sr. Manager, Tmt Business Consulting (Focused On B2 B Tech Product Cos.) at a security firm with 11-50 employees

We are using local Microsoft partners, not Microsoft themselves.

For more quotes and insights, download the Microsoft Dynamics 365 Customer Service report

Executive at Empowered Analytics

I would evaluate Microsoft tech support as an eight out of ten, as they are quite responsive.

reviewer2748861

Head, Customer Experience Business Partnering - Corporate at a financial services firm with 10,001+ employees

I would rate their customer service a ten.

FabioPereira1

Head of Financial Team at resolutte

The customer support is very proactive, responsive, and easy to reach.

Sr. Project Manager at GlaxoSmithKline

monday.com is very cost-effective and it has great customer support.

For more quotes and insights, download the monday.com report

Project Engineer at Unilever

Scalability Issues

Sentiment score

7.0

Microsoft Dynamics 365 shines in scalability for large businesses, though licensing and integration limitations are noted by some users.

Sentiment score

7.9

Monday.com efficiently supports scalable team growth with customization and automation, despite pricing and technical challenges for smaller companies.

No quotes available

For more quotes and insights, download the Microsoft Dynamics 365 Customer Service report

Within about four to five months of rolling this out across teams, we got usage rates up to anywhere between 70 to 85% of members within each of the teams that we rolled out using monday.com on a daily basis or a few times a week.

Vice President, Finance and Operations at Fruitist

monday.com is very scalable because we can work with multiple projects at a time from different departments, and it can handle all of that.

For more quotes and insights, download the monday.com report

Project Engineer at Unilever

Stability Issues

Sentiment score

8.0

Microsoft Dynamics 365 Customer Service is highly praised for stability, though users desire fewer updates and improved dashboards.

Sentiment score

7.9

Monday.com is reliable with minimal downtime, praised for stability; occasional bugs and slowdowns occur but are quickly resolved.

No quotes available

For more quotes and insights, download the Microsoft Dynamics 365 Customer Service report

We got on the phone with our rep and the IT support team and we were able to get our issues resolved within an hour.

Vice President, Finance and Operations at Fruitist

monday.com is very stable.

For more quotes and insights, download the monday.com report

Project Engineer at Unilever

Room For Improvement

Microsoft Dynamics 365 Customer Service needs improvements in UI, customization, integration, support, scalability, AI features, and documentation.

Monday.com users seek improved automation, performance, integration, customization, and collaboration tools for a streamlined and user-friendly experience.

More flexible rule-defining back ends that you can customize to your business context more closely than you can right now would be better.

Sr. Manager, Tmt Business Consulting (Focused On B2 B Tech Product Cos.) at a security firm with 11-50 employees

The solution could improve by providing internal scorecards for agents and much better staff ratings.

For more quotes and insights, download the Microsoft Dynamics 365 Customer Service report

Executive at Empowered Analytics

The main area for improvement is the pricing model.

NikolayShved

Head of Business Solutions at a pharma/biotech company with 1,001-5,000 employees

The need for a stable connection is critical as there are network issues that slow our processes down.

Alan Chiou

PM at Galaxy Software Services

I would like to have the ability to create more than two levels of subtasks in monday.com.

PAULINE Wanjiku

Project manager at WITS

The integration with Google Sheets is also not working very well.

For more quotes and insights, download the monday.com report

Sr. Project Manager at GlaxoSmithKline

Setup Cost

Microsoft Dynamics 365 Customer Service offers competitive pricing, perceived as affordable for enterprises but costly for individual users.

Monday.com offers competitive pricing, scalable licensing, and valued customization, though some extra costs may arise for setup services.

We did our integration with sales automation and other tools internally, which incurred no additional costs beyond the standard licensing fees.

For more quotes and insights, download the Microsoft Dynamics 365 Customer Service report

Executive at Empowered Analytics

The pricing is within the market range, but there is room for improvement.

NikolayShved

Head of Business Solutions at a pharma/biotech company with 1,001-5,000 employees

It is quite expensive.

FabioPereira1

Head of Financial Team at resolutte

The pricing is cost-effective, especially for my organization, helping us manage a lot of projects efficiently.

For more quotes and insights, download the monday.com report

Sr. Project Manager at GlaxoSmithKline

Valuable Features

Microsoft Dynamics 365 Customer Service offers automation, integrations, and AI for efficient workflow management and improved customer satisfaction.

Monday.com enhances productivity with automation, customizable templates, integration, and user-friendly features for seamless project management and collaboration.

It has a workflow feature and offers excellent automation capabilities that streamline our customer service.

Executive at Empowered Analytics

It is fully integrated and easily scalable with other Microsoft tools like Power BI, which is a great advantage.

NikolayShved

Head of Business Solutions at a pharma/biotech company with 1,001-5,000 employees

It is very well integrated with Microsoft Teams and 365 as an overall platform.

For more quotes and insights, download the Microsoft Dynamics 365 Customer Service report

Sr. Manager, Tmt Business Consulting (Focused On B2 B Tech Product Cos.) at a security firm with 11-50 employees

monday.com saves time and gets everyone on the same page within my team.

FabioPereira1

Head of Financial Team at resolutte

monday.com has positively impacted my organization because automation helps us automate a lot of time-consuming and tedious tasks, and we've been able to save about 80% of our time.

Sr. Project Manager at GlaxoSmithKline

Through automation of tasks which were previously time-consuming and tedious, we've been able to save a lot of time and cost.

For more quotes and insights, download the monday.com report

Project Engineer at Unilever

Categories and Ranking

Microsoft Dynamics 365 Cust...

Ranking in CRM

11th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

monday.com

Ranking in CRM

5th

Average Rating

9.4

Reviews Sentiment

7.3

Number of Reviews

232

Ranking in other categories

Project Portfolio Management (3rd), Project Management Software (2nd), Marketing Management (4th), Opportunity Management (4th)

Mindshare comparison

As of March 2026, in the CRM category, the mindshare of Microsoft Dynamics 365 Customer Service is 0.6%, down from 0.7% compared to the previous year. The mindshare of monday.com is 1.2%, down from 4.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
monday.com	1.2%
Microsoft Dynamics 365 Customer Service	0.6%
Other	98.2%

CRM

Featured Reviews

Enterprise ticketing has streamlined high-volume customer issues and provides unified analytics

Sr. Manager, Tmt Business Consulting (Focused On B2 B Tech Product Cos.) at a security firm with 11-50 employees

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.

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Centralized workflows have boosted cross-team collaboration and made complex projects manageable

Vice President, Finance and Operations at Fruitist

monday.com can continue to improve their AI capabilities. When comparing monday.com to several alternatives when I was evaluating a project and project management, product road mapping, and workflow management platform for us, I looked at competitors such as Asana, ClickUp, SmartSheet, Airtable, and Notion. In my opinion, competitors such as Airtable and SmartSheet, especially followed by Asana and ClickUp, have worked on their AI and generative AI roadmap to combine database functionality with a very user-friendly interface for knowledge management and project tracking, essentially combining both worlds. Their AI is more sophisticated than what monday.com has released thus far. They provide a cleaner task-focused workflow management platform and I think that monday.com can still improve on this core piece of their technology. I think monday.com could also seek to be more process-oriented and intuitive. Other alternatives such as Asana and SmartSheet offer that approach. There is a steeper learning curve to learn monday.com in my opinion compared to Airtable, Asana, and others because I have also used those tools and platforms at other organizations. There is a bit of a learning curve with new users on monday.com because it is not as streamlined as I have experienced with competitors such as SmartSheet or Airtable. The capability sets are great, however, you may need to be hand-held via a monday.com rep when you get started within your organization or view the library of tutorials that monday.com has available. You can also view them on YouTube and that will help you get started on monday.com.

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Top Industries

By visitors reading reviews

Manufacturing Company

11%

Marketing Services Firm

10%

Financial Services Firm

10%

Computer Software Company

Manufacturing Company

Government

Financial Services Firm

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	12
Midsize Enterprise	3
Large Enterprise	7

By reviewers
Company Size	Count
Small Business	180
Midsize Enterprise	26
Large Enterprise	30

Questions from the Community

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 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?

Do you recommend Monday.com?

Monday.com is one of the best project management softwares available on the market. It lets you create and customize the tools you need to run every aspect of your work. I particularly favor it bec...

What needs improvement with monday.com?

The user experience of monday.com can be better, but this is true for any platform. It could be more user-friendly. From my perspective, it's how you handle the fields, but I'm not the one that's u...

What is your primary use case for monday.com?

Since January 2025, I have been working as a CEO, so I'm not doing a lot of hands-on tasks anymore, but I'm using lots of Google tools and monday.com, mainly. The Google tools I'm using include Goo...

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Product Reports

Microsoft Dynamics 365 Customer Service

February 2026

Microsoft Dynamics 365 Customer Service report

Download Microsoft Dynamics 365 Customer Service product report

Download monday.com product report

February 2026

Overview

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

Monday.com enhances project management with automation, customization, and a user-friendly design, featuring Gantt charts, real-time updates, and extensive tool integrations.

Monday.com offers automation, customization, and user-friendly interfaces to improve project management capabilities. Its features, including Gantt charts, real-time updates, and integrations with tools like Slack and Google Suite, help teams streamline workflows. Users benefit from color coding, task assignments, subitems, and dashboards for a comprehensive project overview. Notifications, file-sharing, and forms increase collaboration, while templates simplify processes. However, it requires enhancements in user experience, speed, and mobile features. Challenges include limited boards, excessive notifications, and integration issues with Google Calendar and QuickBooks. Businesses use Monday.com for CRM tasks, sales tracking, marketing, and creative projects across fields like architecture, biotech, and nonprofits.

What are the key features of Monday.com?

Automation: Automate repetitive tasks to focus on more strategic activities.
Customization: Tailor workflows with adaptable templates and settings.
Integrations: Seamlessly connect with popular tools for enhanced functionality.
Gantt Charts: Visualize project timelines and dependencies with ease.
Real-Time Updates: Receive instant updates to stay informed and agile.

What benefits or ROI should users expect?

Enhanced Efficiency: Streamlined workflows lead to better time management.
Improved Collaboration: Active communication and file-sharing reduce email dependencies.
Adaptability: Customization options cater to diverse project needs.
Comprehensive Overview: Dashboards offer clear insights into project progress.
Resource Management: Efficient scheduling and task allocation optimize resources.

In industries like architecture, biotech, and nonprofit, Monday.com facilitates communication, task tracking, and collaboration for remote teams. It is commonly utilized for CRM, sales tracking, marketing, and creative project management, ensuring workflow organization and client management are streamlined.

Sample Customers

Information Not Available

Raw Digital, Wix, Discovery, Frost & Sullivan, Adidas, Asos, Uber