Microsoft Dynamics 365 Customer Service vs Oracle CX Sales comparison

Microsoft and Oracle are both solutions in the CRM category. Microsoft is ranked #13 with an average rating of 8.2, while Oracle is ranked #14 with an average rating of 8.6. Microsoft holds a 0.6% mindshare in CRM, compared to Oracle’s 0.9% mindshare. Additionally, 95% of Microsoft users are willing to recommend the solution, compared to 87% of Oracle users who would recommend it.

Microsoft Dynamics 365 Cust...

Read 22 Microsoft Dynamics 365 Customer Service reviews

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853 Comparison Views

95% willing to recommend

Oracle CX Sales

Read 15 Oracle CX Sales reviews

1,385 Views
1,288 Comparison Views

87% willing to recommend

Microsoft Dynamics 365 Cust...

Oracle CX Sales

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Executive SummaryUpdated on Dec 19, 2024

Oracle CX Sales and Microsoft Dynamics 365 Customer Service are competitors in the CRM market. Microsoft Dynamics 365 is viewed as the superior choice due to its extensive capabilities and feature set.

Features: Oracle CX Sales offers advanced analytics, workflow automation, and robust sales forecasting tools. It provides strong integration capabilities, tailored industry-specific solutions, and mobile integrations. Microsoft Dynamics 365 Customer Service shines with its comprehensive case management, customer insights dashboard, and seamless cross-channel capabilities. It also features built-in connectors for integration with tools such as Power BI and SharePoint, customizable workflows, and strong automation features.

Room for Improvement: Oracle CX Sales needs enhancements in visual build tools and more intuitive customization options. Users report the platform lagging in visual presentation, limited flexibility in workflows, and the need for more comprehensive out-of-the-box reports. Microsoft Dynamics 365 Customer Service could improve in SLA tracking, further integration capabilities without Microsoft middleware, and enhanced offline mobile functionality. Users have noted that the automation features require refinement, and the reporting component could be more intuitive.

Ease Of Deployment and Customer Service: Oracle CX Sales is straightforward with a cloud-based deployment model and consistently strong customer support, minimizing operational disruptions. Microsoft Dynamics 365 provides a scalable cloud solution with robust integration options, making it adaptable for businesses quickly. Its deployment flexibility and superior customer service further enhance its appeal to businesses.

Pricing and ROI: Oracle CX Sales is perceived as cost-effective with lower initial setup costs and a quicker ROI, driven by its efficient implementation strategy. Microsoft Dynamics 365 requires a higher upfront investment, but its feature-rich environment delivers substantial long-term value and a higher ROI, appealing to businesses seeking comprehensive CRM solutions.

To learn more, read our detailed Microsoft Dynamics 365 Customer Service vs. Oracle CX Sales Report (Updated: December 2025).

Buyer's Guide

Microsoft Dynamics 365 Customer Service vs. Oracle CX Sales

December 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

Microsoft Dynamics 365 Cust...

Ranking in CRM

13th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Oracle CX Sales

Ranking in CRM

14th

Average Rating

7.8

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Opportunity Management (7th), Sales Force Automation (5th)

Mindshare comparison

As of January 2026, in the CRM category, the mindshare of Microsoft Dynamics 365 Customer Service is 0.6%, down from 0.6% compared to the previous year. The mindshare of Oracle CX Sales is 0.9%, down from 2.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Microsoft Dynamics 365 Customer Service	0.6%
Oracle CX Sales	0.9%
Other	98.5%

CRM

Featured Reviews

reviewer2245296

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.

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ManojKulkani

Sales Head - ICT Sector at a insurance company with 10,001+ employees

Workflow-driven processes enhance sales efficiency and analytical insights

Oracle CX Sales is workflow-driven, aligning with best practices in our sales process. The efficient workflow eliminates the need for multiple entries; data flows seamlessly from sales accounts to projects to quotes. The solution also offers robust analytical capabilities, enabling us to analyze reasons for wins or losses and strategically adjust our approach.

Read full review

Quotes from Members

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

Pros

"Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems."

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

"I liked the solution's web version and user interface."

"Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service."

"It is easy to integrate with other tools, and the customer service is excellent."

"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."

"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."

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

More Microsoft Dynamics 365 Customer Service pros

"Stability depends on the implementation, but overall, it's quite high."

"The integration with other systems is easy."

"The lead and opportunity management features are valuable."

"CX Sales is very intuitive - you just have to click a few buttons, and you see everything."

"It is stable and scalable, and their support has been very responsive."

"The solution integrates well."

"Oracle CX Sales is workflow-driven, aligning with best practices in our sales process."

"Account management is a very good feature. It is conceptualized very well, and we can look at all the projects under one account. The data for those accounts remain there throughout."

More Oracle CX Sales pros

Cons

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

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

"The technical support should be dramatically improved."

"The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard."

"The product doesn’t meet standard functionality. There should be enough features included in it."

"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."

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

"The things that are needed are not available in the documentation."

More Microsoft Dynamics 365 Customer Service cons

"It gives multiple entries for the same data because if you enter it once, it has to populate all other fields that are relevant."

"They should have a mobile app because the sales folks travel a lot. Rather than logging into an application on the desktop, a mobile application update should be easier for them."

"CX Sales' stability isn't the best - it has a tendency to crap out and need refreshing, especially when creating quotes."

"Support is very poor."

"You can get disconnected if you do not have a strong, reliable internet connection."

"They've been lacking in creating customization from scratch and in sales."

"The tool must allow developers to check logs."

"We have had some issues with integration between our old database and the Oracle CX Sales Cloud, but it has been working well for the time being."

More Oracle CX Sales cons

Pricing and Cost Advice

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

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

"The pricing seems fair."

"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 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."

More Microsoft Dynamics 365 Customer Service pricing and cost advice

"Pricing is based on licensing. They offer three different levels: basic, advanced, and enterprise. While I haven't checked the pricing recently, they often provide good discounts on the product."

"It's expensive, but worth the money."

"The price is reasonable."

"The solution is reasonably priced compared to other tools."

"The product is pricey."

"It's more costly, and I would give it a two on a scale from one to five with one being expensive and five being competitive pricing."

"The product pricing is reasonable compared to other solutions in the market."

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Top Industries

By visitors reading reviews

Manufacturing Company

13%

Financial Services Firm

12%

Government

Computer Software Company

Manufacturing Company

17%

University

11%

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	1
Midsize Enterprise	2
Large Enterprise	12

Questions from the Community

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

Offers integration with hosted solutions.

See all answers

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.

See all answers

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...

See all answers

What do you like most about Oracle CX Sales?

The integration with other systems is easy.

See all answers

What is your experience regarding pricing and costs for Oracle CX Sales?

Pricing is based on licensing. They offer three different levels: basic, advanced, and enterprise. While I haven't checked the pricing recently, they often provide good discounts on the product.

See all answers

What needs improvement with Oracle CX Sales?

The address fields can be limiting on a global scale, with issues like long addresses and different styles for pin codes. Customization of field length and width to accommodate geographical require...

See all answers

Comparisons

Zendesk vs Microsoft Dynamics 365 Customer Service

Compared 36% of the time

Pega Customer Service vs Microsoft Dynamics 365 Customer Service

Compared 24% of the time

Dynamics 365 Sales vs Microsoft Dynamics 365 Customer Service

Compared 18% of the time

Pega CRM vs Microsoft Dynamics 365 Customer Service

Compared 11% of the time

IQVIA Orchestrated Customer Engagement vs Microsoft Dynamics 365 Customer Service

Compared 11% of the time

More Microsoft Dynamics 365 Customer Service Competitors

Salesforce Sales Cloud vs Oracle CX Sales

Compared 18% of the time

Microsoft Dynamics CRM vs Oracle CX Sales

Compared 13% of the time

Siebel CRM vs Oracle CX Sales

Compared 9% of the time

Oracle Fusion Service vs Oracle CX Sales

Compared 8% of the time

Sales Creatio vs Oracle CX Sales

Compared 7% of the time

More Oracle CX Sales Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics 365 Customer Service

January 2026

Microsoft Dynamics 365 Customer Service report

Download Microsoft Dynamics 365 Customer Service product report

Buyer's Guide

Oracle CX Sales

January 2026

Download Oracle CX Sales product report

Also Known As

No data available

Oracle Sales Cloud

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

Oracle Sales Cloud is a sales enablement, sales intelligence, and sales performance management hybrid platform. It combines sales automation and intelligence, SPM (including compensation plans), partner relationship management, and sales collaboration tools. Features include: lead and opportunity management, prospecting, customer data enrichment, territory and quota balancing, goal alignment, compensation plan modeling, account management, partner selling programs, social collaboration, and sales education/knowledge management.

The key elements of Oracle Sales Cloud's SFA solution are vast. They include: • Core foundational sales force automation tools such as account, opportunity and lead management and productivity tools • A comprehensive partner relationship management offering to manage channel sales and partner management • Extensive sales performance management encompassing the science of managing territories, quota management and sales incentive compensation • Advanced analytics consisting of pre-built analytic reports, data visualization and adaptive intelligence • A customer data management system to ensure clean, consolidated and complete customer information. With rich functional capabilities and a comprehensive feature set, Oracles Sales Cloud provides a more modern approach to sales execution.

Oracle

Sample Customers

Information Not Available

Batesville, PROMATIS software GmbH, Grupo Arcor, Australian Finance Group Ltd., King Lai Hygienic Materials Co. Ltd., Nico International, Bausch & Lomb India Pvt. Ltd., Acorn Paper Products Company, Beijing East United Grid Technology Co. Ltd., Namu Tech Co. Ltd.

Buyer's Guide

Microsoft Dynamics 365 Customer Service vs. Oracle CX Sales

December 2025

Free Report: Microsoft Dynamics 365 Customer Service vs. Oracle CX Sales

Find out what your peers are saying about Microsoft Dynamics 365 Customer Service vs. Oracle CX Sales and other solutions. Updated: December 2025.

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