We performed a comparison between Microsoft Dynamics CRM, Oracle Fusion Service, and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, Salesforce, ServiceNow and others in CRM Customer Engagement Centers."When you have a vanilla, straightforward version, it is easy to use."
"The most valuable features of Microsoft Dynamics CRM are the accessibility of the service because we can access it either in the office or when we're out in the field."
"The solution's return on investment is worth it."
"Multifeatured CRM software with good stability and scalability."
"The initial setup is pretty straightforward."
"The history of engagement with our customers, including all conversations, has been most valuable when using this solution."
"Microsoft Dynamics CRM is a comprehensive solution and is well-integrated into other Microsoft solutions, including ERP solutions. Additionally, it is feature-rich."
"Microsoft Dynamics CRM is easy to use, the UI is very good, and it has many capabilities."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"The solution is completely cloud-based and very easy to access from anywhere."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"The solution changes the way clients work to make it easier and faster."
"It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."
"Stable and scalable with good technical support."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The complexity of the solution is very less."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"It's a cloud tool, so it is easy to set up."
"The product's initial setup phase was straightforward."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"It is a stable product."
"The plug-ins that work with other standard systems have made the product industry-ready."
"Microsoft Dynamics CRM is operational enough, in terms of frequency, but an area for improvement would be its dashboard. Currently, it's widget-like, so hopefully, it could be improved, particularly to allow you to create a custom dashboard using a query. A custom dashboard would make the solution better and is an additional feature I'd like to see in the next release of Microsoft Dynamics CRM because right now, it only has a default dashboard, but maybe my account has limited access, so I can only see the default version of the dashboard."
"We had to do some customizations on top and it got a bit cumbersome."
"This solution would be easier to use if everything was displayed on one page, to avoid moving from one tab to another tab to add documents or add comments."
"The solution should improve the user experience in the process of creating and activating offers."
"Microsoft Dynamics CRM could improve by being more user-friendly and having a better design. I have used Service Desk and it is not user-friendly but this solution is worse. The graphical interface is not intuitive, you need someone to guide you or you will have difficulties navigating around to find the file you need. The data we are normally dealing with is boring enough and the interface could be more attractive and more exciting. The tabs and arrangement could be done better to be more user-friendly. Microsoft Excel, PowerPoint, and Word are fine and Microsoft should extend their user-friendliness and intuitiveness to Microsoft Dynamics."
"The solution could have better dashboards and the Microsoft operating system could be more intuitive."
"The options for customizing Microsoft Dynamics CRM are very limited or highly complex."
"Microsoft Dynamics CRM could improve by making the ports and dashboards more intuitive using Microsoft Azure analytical features. Compared to Salesforce and other partners, the dashboards in Microsoft Dynamics CRM are less intuitive."
"Lacks the ability to deploy custom code for customization."
"Oracle Service Cloud could improve the integration for older platforms."
"The UI experience needs refinement to enhance user-friendliness."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"The product must provide modules for operations management."
"The solution’s reporting could be improved."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"The documentation could be improved."
"The product's high price is an area of concern where improvements are required."
"The pricing of the solution can be made cheaper."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"The pricing for what Salesforce Service Cloud offers is not great."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."