We performed a comparison between Microsoft Dynamics 365 Customer Service and Salesforce Sales Cloud based on real PeerSpot user reviews.
Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
"Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service."
"Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems."
"Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions."
"There was a situation where we needed to integrate our system with other platforms quickly. Typically, this process would require using middleware or additional testing tools. However, integration was easy because we were using Microsoft Dynamics 365 Customer Service, which is a Microsoft product. It has built-in connectors that integrate with Microsoft systems, making the process much easier."
"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."
"It has easy-to-use customization features."
"I liked the solution's web version and user interface."
"The insights are quite helpful."
"The development cost, maintenance cost, everything will be drastically reduced - unlike traditional infrastructure where we maintain everything on our own."
"The best features of the solution are its performance and stability."
"The company wants to implement the idea of democracy within IT. As an end user, you can do a lot by yourself, so you do not have to write code. The idea is that they go for low-code and they use flow. It's possible to update records and do things like automation without writing real codes. I think this is one of the advantages of the solution."
"The reporting features are useful."
"The performance is good, and it is easy to use."
"The features of Sales Cloud most useful for testing and running email campaigns are highly valuable."
"The type of customization that comes with Salesforce CRM gives me a lot of liberty and ease of access to add any information that I wish to add. For example, the name, email ID, designation, the name of the decision maker, when the client joined the company, and the amount of influence he will have on the product."
"One of the most valuable features is the automation of Sales Cloud. It gives us the ability to easily—without the use of coding—create automation in order for us to do our work a lot more efficiently, whether it's notification reminders or certain automatic processes. There are a lot of things that Sales Cloud can do that, in my opinion, make everyone's jobs a whole lot easier and give them the visibility they need when they require it, when talking to customers and prospecting. It makes the account management process easier as well."
"The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard."
"There are some occasional performance issues."
"I didn't like the solution very much because its functionality is a bit typical and old-fashioned, and the entire system needs upgrading."
"The things that are needed are not available in the documentation."
"The technical support should be dramatically improved."
"The platform’s UI could be better."
"The solution could better integrate with other enterprise solutions."
"The product could be serverless."
"An area for improvement would be the ease of configuration."
"If the infrastructure is not correct, then customers are having an issue and it's taking a lot of time to load."
"The problem is the solution has gotten so big, it's very complex now. It's a bit difficult to figure out how to do certain actions."
"Salesforce Sales Cloud could improve by allowing some customization of the processes with coding to avoid the problem of memory. When we use only flows in the process, which can become large flows, they are more complicated to debug and also for maintenance. It's better to invoke some Apex classes to make the process better."
"Sales Cloud could improve in areas such as AI integration, particularly for templates."
"Its licensing can be improved to accommodate small companies. They provide a certain number of licenses in a set or batch, and you have to buy the set. For example, if they have 20 licenses in a set, you have to get the whole set, even if you need just three licenses, which could be a barrier for small companies. There is no option to buy fewer licenses. So, small companies have to go for a smaller CRM, such as HubSpot."
"In the next release, I would like to see more integration."
"One aspect I find challenging with Salesforce Sales Cloud is its forecasting feature. While it's useful for analyzing sales data and predicting future revenue, I've encountered instances where the outcomes weren't as perfect as expected."
More Microsoft Dynamics 365 Customer Service Pricing and Cost Advice →
Microsoft Dynamics 365 Customer Service is ranked 18th in CRM with 14 reviews while Salesforce Sales Cloud is ranked 3rd in CRM with 99 reviews. Microsoft Dynamics 365 Customer Service is rated 8.0, while Salesforce Sales Cloud is rated 8.4. The top reviewer of Microsoft Dynamics 365 Customer Service writes "A stable solution that can be used for regular office communication, collaboration, and office documentation". On the other hand, the top reviewer of Salesforce Sales Cloud writes "Vast, configurable, and offers great ROI". Microsoft Dynamics 365 Customer Service is most compared with Zendesk, whereas Salesforce Sales Cloud is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle E-Business Suite, SAP ERP and IQVIA Orchestrated Customer Engagement. See our Microsoft Dynamics 365 Customer Service vs. Salesforce Sales Cloud report.
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We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
