Microsoft Dynamics 365 Customer Service vs Siebel CRM comparison

Microsoft and Oracle are both solutions in the CRM category. Microsoft is ranked #17 with an average rating of 8.8, while Oracle is ranked #20 with an average rating of 6.7. Microsoft holds a 0.6% mindshare in CRM, compared to Oracle’s 1.1% mindshare. Additionally, 95% of Microsoft users are willing to recommend the solution, compared to 88% of Oracle users who would recommend it.

Microsoft Dynamics 365 Cust...

Read 22 Microsoft Dynamics 365 Customer Service reviews

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2,413 Comparison Views

95% willing to recommend

Siebel CRM

Read 20 Siebel CRM reviews

4,810 Views
4,570 Comparison Views

88% willing to recommend

Microsoft Dynamics 365 Cust...

Siebel CRM

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Executive SummaryUpdated on Dec 19, 2024

Siebel CRM and Microsoft Dynamics 365 Customer Service compete in the CRM space, each showcasing diverse strengths. Microsoft Dynamics 365 has an advantage in integration with other Microsoft products and modern functionality, while Siebel CRM stands out for its customization capabilities.

Features: Siebel CRM offers strong data management capabilities, extensive customization options for handling complex business needs, and robust workflows for customer management. Microsoft Dynamics 365 Customer Service provides seamless integration with Microsoft tools such as Power BI, automation features that enhance efficiency, and user-friendly interfaces that simplify access to data.

Room for Improvement: Siebel CRM could benefit from improved integration capabilities and more user-friendly interfaces, as well as simpler deployment processes. Microsoft Dynamics 365 Customer Service might enhance its customization flexibilities, advance its case management features to better address complex scenarios, and improve its existing reporting features for more in-depth insights.

Ease of Deployment and Customer Service: Siebel CRM is complex to deploy, often requiring considerable IT involvement, whereas Microsoft Dynamics 365 Customer Service features streamlined cloud-based deployment for faster setup and regular updates. Both products offer reliable customer support, but the cloud framework of Microsoft Dynamics 365 enables more seamless service experiences.

Pricing and ROI: Siebel CRM typically incurs higher initial setup costs but offers substantial ROI for businesses that maximize its customization features. Microsoft Dynamics 365 Customer Service presents a more cost-effective initial setup through a subscription-based model that reduces upfront expenses, aiding quicker ROI with its integration and automation efficiencies. Pricing strategies highlight Siebel's focus on tailored solutions compared to Dynamics 365's broader accessibility.

To learn more, read our detailed Microsoft Dynamics 365 Customer Service vs. Siebel CRM Report (Updated: August 2026).

Buyer's Guide

Microsoft Dynamics 365 Customer Service vs. Siebel CRM

August 2026

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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

17th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Siebel CRM

Ranking in CRM

20th

Average Rating

7.6

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

Local Government CRM (3rd)

Mindshare comparison

As of August 2026, in the CRM category, the mindshare of Microsoft Dynamics 365 Customer Service is 0.6%, down from 0.9% compared to the previous year. The mindshare of Siebel CRM is 1.1%, down from 5.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
Microsoft Dynamics 365 Customer Service	0.6%
Siebel CRM	1.1%
Other	98.3%

CRM

Featured Reviews

reviewer2245296

Sr. Manager, Tmt Business Consulting (Focused On B2 B Tech Product Cos.) at a outsourcing company 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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ShirazShah

CRM Specialist at Allied Bank Limited

Integration capabilities facilitate efficient data management and enhance customer service, but the analytics requires improvement

The analytics capabilities in Siebel CRM have presented numerous challenges. Due to these challenges, we had to integrate Microsoft Power BI. The CRM analytics was not sufficient for our needs, given that we have four million customers and a thousand products. We are currently focusing on the upgrade and discussing with Oracle. If there have been improvements in the analytics side over the past few years, we are open to evaluating them. Currently, all analytics are being done on Power BI. The data is exported to our data lake, and Power BI is being used for all reporting and analytics. Even our customer 360, which is the core of any CRM, has Power BI widgets built-in through iframe because we could not accomplish this through Siebel CRM. The analytics component has been the main pain point for our organization, particularly due to processing time and performance with our large customer base.

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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

"The insights are quite helpful."

"It is a stable product."

"Dynamics CRM is highly effective for managing customer relationships and improving sales processes."

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

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

"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."

"Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions."

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

More Microsoft Dynamics 365 Customer Service pros

"Siebel CRM has a strong database model, workflow and integration tools."

"The capability of bringing data into a single system, along with integrations and offering a single platform to handle multiple customer-related tasks, has been the most productive aspect."

"We moved from an excel sheet to Siebel so it did help us initially in digitizing CRM related business processes and was positioned as single source of truth for CRM."

"One valuable feature is that certain views can be adjusted as per our requirements, which adds a level of customization that is appreciated."

"It's very stable."

"If you have a proper business case and a large enterprise where you need to manage more than a million customers then it's a highly recommended solution."

"It is a stable solution, but because it is an on-premises one, we have slow response rates at times."

"Siebel offers a high level of customization which has been valuable. The solution also offers the ability to model complex products."

More Siebel CRM pros

Cons

"Starting to work with it had its challenges."

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

"I believe enhancing the user interface to improve user experience and simplifying customization processes would enhance the platform."

"The product could be serverless."

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

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

More Microsoft Dynamics 365 Customer Service cons

"Server may response very slowly if effective load balancing is not done."

"Siebel CRM can improve as an ERP and for a few corporate business workloads."

"The backend performance of Siebel could be improved as it is often slow. In addition, the Open UI is not that responsive."

"The user interface could be more intuitive and modern. The Oracle Siebel documentation contains many links, and finding specific information takes time."

"We had opened several cases. I am not at all satisfied with the support of Oracle."

"The UI could be improved by being fully cloud native as this is what our customers are looking for. It would also be great to see what updates are coming up for release and for updates to take place automatically without manual intervention."

"The latest versions of this solution are not stable. I have been working on the latest version for three and a half years and I'm still experiencing issues with stability."

"Siebel CRM should improve its UI. Because it's all about the customer experience and how the customer experiences it, the internal customer is more important for CRM than the people handling the company. So, you get frustrated if you don't have a very good user interface and user experience."

More Siebel CRM cons

Pricing and Cost Advice

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

"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."

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

"It is more expensive than other vendors."

"The tool is a bit on the expensive side if we purchase it individually."

"It is a decent price compared to multiple vendors and products available in the market."

More Microsoft Dynamics 365 Customer Service pricing and cost advice

"The price of Siebel CRM depends on the usage of the business requirement. For large enterprises the price it's very good but if you are using it for medium scale enterprises, the price is very expensive."

"This solution is expensive compared to other solutions in the market. This makes it difficult to convince our customers to use it. The customers who are already using Siebel have thought about moving to Velocity or Salesforce."

"I think the tool’s pricing is exaggerated. Once you do the price sizing as per your business needs, you would find that the price of other solutions like Zoho CRM, HubSpot CRM, Salesforce CRM, etc. would be always the same."

"The product is expensive."

"Its licensing is yearly."

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Top Industries

By visitors reading reviews

Construction Company

18%

Financial Services Firm

13%

Manufacturing Company

Marketing Services Firm

Financial Services Firm

11%

Government

Construction Company

Outsourcing 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	2
Midsize Enterprise	1
Large Enterprise	16

Questions from the Community

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.

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What needs improvement with Microsoft Dynamics 365 Customer Service?

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What advice do you have for others considering Microsoft Dynamics 365 Customer Service?

As someone who worked with a Dynamics 365 partner, here’s the honest advice: Get your support process clear first D365 won’t fix messy workflows. It will expose them. Start simple, don’t over-c...

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What is your experience regarding pricing and costs for Siebel Sales?

I do not have any information on pricing, setup cost, or licensing.

See all answers

What needs improvement with Siebel Sales?

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What is your primary use case for Siebel Sales?

We implemented Siebel CRM in our organization in December 2022. We are currently in discussions with Oracle, but we will stay with Siebel CRM rather than moving to the Fusion version. We are alread...

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Comparisons

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Compared 22% of the time

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IQVIA Orchestrated Customer Engagement vs Microsoft Dynamics 365 Customer Service

Compared 8% of the time

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Compared 6% of the time

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Compared 13% of the time

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Compared 9% of the time

SugarCRM Platform vs Siebel CRM

Compared 8% of the time

Oracle CRM vs Siebel CRM

Compared 8% of the time

NetSuite CRM+ vs Siebel CRM

Compared 7% of the time

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Product Reports

Buyer's Guide

Microsoft Dynamics 365 Customer Service

August 2026

Microsoft Dynamics 365 Customer Service report

Download Microsoft Dynamics 365 Customer Service product report

Buyer's Guide

Siebel CRM

July 2026

Download Siebel CRM product report

Also Known As

No data available

Siebel Sales

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

Siebel CRM offers a robust platform known for flexibility and scalability, providing advanced integration with Oracle products and meeting diverse tasks in customer management.

Siebel CRM stands out due to its flexibility, stability, and scalability, making it a preferred choice in customer relationship management. Users appreciate its integration capabilities and the ability to customize features, ensuring it adapts to complex business requirements. Key strengths include complaint management, workflows, and efficient data modeling for complex products. It supports multiple systems, enhancing customer engagement and facilitating tasks like marketing and financial modeling. Its seamless integration with Oracle products increases efficiency, particularly favored in the financial sector.

What are some key features of Siebel CRM?

Integration Capabilities: Ensures smooth connectivity with existing Oracle systems.
Data Model: Facilitates efficient handling of complex data structures.
Customization: Allows tailoring of workflows and functionalities.
Complaint Management: Streamlines resolution processes.
Workflow Automation: Automates repetitive tasks for efficiency.
User Interface Customization: Adapts interface to meet user preferences.

What benefits or ROI should users consider?

Enhanced Customer Engagement: Improves interaction and service delivery.
Operational Efficiency: Streamlines processes, reducing manual effort.
Scalability: Grows with organizational needs without compromising performance.
Cost Efficiency: Reduces overhead by integrating with existing systems.
Reliability: Offers stable operation across diverse business environments.

In telecom and banking, Siebel CRM is leveraged for managing customer interactions and enhancing service experiences. Enterprises use it for product catalogs, while call centers benefit from its efficiency in handling customer service requests. Its ability to integrate information significantly benefits sales and marketing activities in diverse industries.

Oracle

Sample Customers

Information Not Available

Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Tªrk Telekom, Bouygues Telecom, City of Atlanta, IGEPA IT-SERVICE GmbH, ec4u expert consulting AG, Salud Responde, Sascar, Banca Transilvania, UL, Ingersoll Rand, The Royal Dutch Touring Club ANWB

Buyer's Guide

Microsoft Dynamics 365 Customer Service vs. Siebel CRM

August 2026

Free Report: Microsoft Dynamics 365 Customer Service vs. Siebel CRM

Find out what your peers are saying about Microsoft Dynamics 365 Customer Service vs. Siebel CRM and other solutions. Updated: August 2026.

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