Microsoft Dynamics 365 Customer Service vs Siebel CRM 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 #10 with an average rating of 7.2. Microsoft holds a 0.6% mindshare in CRM, compared to Oracle’s 1.3% 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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95% willing to recommend

Siebel CRM

Read 20 Siebel CRM reviews

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2,396 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: December 2025).

Buyer's Guide

Microsoft Dynamics 365 Customer Service vs. Siebel CRM

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

Siebel CRM

Ranking in CRM

10th

Average Rating

7.6

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

Local Government CRM (3rd)

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 Siebel CRM is 1.3%, down from 6.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Siebel CRM	1.3%
Microsoft Dynamics 365 Customer Service	0.6%
Other	98.1%

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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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."

"We have observed a savings of about ten percent on staffing costs and a twenty percent increase in customer satisfaction, highlighting a significant reduction in customer effort."

"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."

"Offers integration with hosted solutions."

"It has easy-to-use customization features."

"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."

"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."

More Microsoft Dynamics 365 Customer Service pros

"Siebel CRM's most beneficial aspects are the workflows. It has complete holistic workflows for a customer management system."

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

"It is easier to communicate with local companies within a large organization using Siebel CRM."

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

"Siebel CRM is the number one CRM product in the world."

"The solution's order management pack is quite fantastic."

"Siebel is easy to configure and comes with various pre-built industry verticals, so it doesn't require much effort. If you want to roll out Siebel in telecom or manufacturing, they have the verticals."

"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."

More Siebel CRM pros

Cons

"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."

"The platform’s UI could be better."

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

"The main area for improvement is the pricing model. While it is competitive within the market, there is room for improvement, as is the case with most software vendors."

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

"The technical support should be dramatically improved."

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

"I didn't like the solution very much because its functionality is a bit typical and old-fashioned, and the entire system needs upgrading."

More Microsoft Dynamics 365 Customer Service cons

"The user interface, mobile application, and support could be improved."

"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."

"The tool took a lot of time to deploy."

"Currently, Siebel CRM is not helping the agent provide faster feedback to the customer."

"The problem with Siebel is that everything is customizable in it. It's probably over-engineered, which makes it difficult to use, and it makes it difficult for the users to get started with the system."

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

"The documentation needs to be improved."

More Siebel CRM cons

Pricing and Cost Advice

"The pricing seems fair."

"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."

"In terms of cost, the product offers competitive pricing for its feature set."

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

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

"It is more expensive than other vendors."

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

More Microsoft Dynamics 365 Customer Service pricing and cost advice

"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."

"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."

"The product is expensive."

"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."

"Its licensing is yearly."

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Top Industries

By visitors reading reviews

Manufacturing Company

13%

Financial Services Firm

12%

Government

Computer Software Company

11%

Government

10%

Manufacturing Company

10%

Financial Services Firm

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 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 Siebel Sales?

Siebel CRM has enhanced customer engagement for our organization, particularly through its robust data model and flexible features. One specific scenario where Siebel CRM excelled was in addressing...

See all answers

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?

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

Microsoft Dynamics CRM vs Siebel CRM

Compared 20% of the time

SAP CRM vs Siebel CRM

Compared 13% of the time

Oracle CRM vs Siebel CRM

Compared 12% of the time

Salesforce Sales Cloud vs Siebel CRM

Compared 10% of the time

Oracle Fusion Service vs Siebel CRM

Compared 10% of the time

More Siebel CRM 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

Siebel CRM

January 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 is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and service processes. With its robust features and user-friendly interface, Siebel CRM enables organizations to effectively manage customer interactions and enhance customer satisfaction. The solution offers a wide range of modules, including sales force automation, marketing automation, and customer service management, allowing businesses to automate and optimize their customer-facing activities.

Siebel CRM also provides advanced analytics and reporting capabilities, enabling businesses to gain valuable insights into their customer data and make informed decisions. With its flexible deployment options, including on-premises and cloud-based solutions, Siebel CRM can be tailored to meet the unique needs of any organization.

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

December 2025

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

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