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Microsoft Dynamics 365 Customer Service vs Salesforce Essentials 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
7.2
Microsoft Dynamics 365 Customer Service enhances efficiency, reducing staffing costs, boosting satisfaction, and offering significant time savings for users.
Sentiment score
8.0
Salesforce Essentials enhances sales growth by simplifying implementation, navigation, and automating processes, benefiting testing, development, and daily operations.
 

Customer Service

Sentiment score
4.9
Microsoft Dynamics 365 Customer Service is satisfactory but needs improvement in handling complex issues with faster response times.
Sentiment score
7.7
Salesforce Essentials offers responsive customer service with fast responses, though some users suggest improvements for even better efficiency.
We are using local Microsoft partners, not Microsoft themselves.
Salesforce Essentials has excellent customer service.
 

Scalability Issues

Sentiment score
7.5
Microsoft Dynamics 365 Customer Service is scalable for medium-large organizations, though experiences vary due to integration and licensing challenges.
Sentiment score
7.3
Salesforce Essentials scales efficiently for diverse user volumes, earning high praise for supporting organizational growth and flexibility.
 

Stability Issues

Sentiment score
8.4
Microsoft Dynamics 365 Customer Service is praised for stability, with rare issues mainly due to broader Microsoft outages.
Sentiment score
8.1
Salesforce Essentials is reliable with smooth SAP integration, though some users experience delays in automation processes.
Salesforce Essentials has proven stable, with no downtime that affects my work.
 

Room For Improvement

Microsoft Dynamics 365 Customer Service needs enhanced customization, improved integration, better support, and clearer pricing for user satisfaction.
Salesforce Essentials struggles with integration, user-friendliness, and pricing, needing improved automation, AI, and analytics features.
The solution could improve by providing internal scorecards for agents and much better staff ratings.
The main area for improvement is the pricing model.
There are other competitors, like Zoho CRM, that offer similar features at a lower cost.
 

Setup Cost

Microsoft Dynamics 365 Customer Service offers competitive pricing with user-based licenses, balancing cost and features, despite some complexity.
Salesforce Essentials is considered costly by users due to high licensing fees and additional professional service expenses.
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.
The costs associated with Salesforce Essentials are substantial, which is a drawback compared to competitors who offer similar services for less.
 

Valuable Features

Microsoft Dynamics 365 Customer Service offers seamless integration, advanced tools, cloud-based convenience, and customizable features for efficient business support.
Salesforce Essentials provides scalable, flexible solutions with cloud deployment, AI customization, and mobile support, enhancing productivity despite high costs.
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.
Salesforce Essentials is excellent because it is one of the most flexible CRMs available.
 

Categories and Ranking

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
Salesforce Essentials
Ranking in CRM
15th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
13
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of May 2025, in the CRM category, the mindshare of Microsoft Dynamics 365 Customer Service is 0.8%, up from 0.3% compared to the previous year. The mindshare of Salesforce Essentials is 0.3%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Akshat Prakash - PeerSpot reviewer
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…
Srini-Dhanaraj - PeerSpot reviewer
Manages service requests and dispatches engineers to resolve issues
I work from home for a heater manufacturing company. They wanted to move away from their current SAP CRM system to Salesforce. There is a fulfillment process, which involves taking an order, delivering it, and providing service. Salesforce is used to manage the order-taking process. Once an order is taken, the backend system, SAP ERP, handles product manufacturing, delivery, and installation. After installation, the Service Cloud in Salesforce takes over for ongoing service management. Once your order is confirmed, integration with the SAP ERP backend will be seamless. The system takes the sales order from Salesforce and starts processing it for procurement, starting with creating a production order, manufacturing, and then delivery. Once the product is delivered, this information is passed back to Salesforce Service Cloud. In the Service Cloud, a service engineer receives a notification indicating that a product needs to be delivered to a specific location for installation. The engineer then inspects and installs the product at the designated site. SAP ERP manages the product manufacturing and delivery processes. After the product is delivered to the customer, Salesforce Service Cloud takes over. It manages service requests and dispatches engineers to resolve issues reported by customers. Service Cloud captures the information and creates an incident record when a customer reports a product fault. Engineers receive this information and promptly visit the client site to fix the issue. The solution is easy to implement. Overall, I rate the solution a nine out of ten.
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Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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.
What do you like most about Salesforce Essentials?
Salesforce provides the best they have with the current version. Most of the features we need are already there, and it's very easy to use.
What is your experience regarding pricing and costs for Salesforce Essentials?
The costs associated with Salesforce Essentials are substantial, which is a drawback compared to competitors who offer similar services for less.
What needs improvement with Salesforce Essentials?
The primary area for improvement in Salesforce Essentials is its pricing. There are other competitors, like Zoho CRM ( /products/zoho-crm-reviews ), that offer similar features at a lower cost. Sal...
 

Overview

Find out what your peers are saying about Microsoft Dynamics 365 Customer Service vs. Salesforce Essentials and other solutions. Updated: April 2025.
850,236 professionals have used our research since 2012.