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Microsoft Dynamics CRM vs Oracle Service Cloud comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Microsoft Dynamics CRM and Oracle Service Cloud based on real PeerSpot user reviews.

Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Microsoft Dynamics CRM vs. Oracle Service Cloud report (Updated: September 2022).
633,952 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
"Monday has been really beneficial in allowing us to place all of our records in one place.""Performance has been good. Stability has been good.""It works perfectly and runs very smoothly.""The board function allows you to create a digitized to-do list.""I love how we can color coordinate between statuses and how statuses jump into their respective groups automatically once chosen.""It allows you to be granular, and send each step.""We have been able to keep our projects and acquisitions more organized by using the automation features to move line items over new sections based on the status.""Marking the status of deliverables is the most useful aspect."

More Pros →

"Microsoft Dynamics CRM has the same features as Salesforce CRM, but what I like about the solution is that it's customizable. It's also one of the top-rated CRMs in the market. I also like that the coverage system of Microsoft Dynamics CRM is very, very broad, which means you can do a lot with it versus what you can do with Salesforce CRM.""Microsoft Dynamics CRM is a stable solution.""The most valuable feature of Microsoft Dynamics CRM is its ease of use.""The solution is stable.""The most valuable feature is that it's easy to use and can work with any Microsoft solution without problems.""Microsoft Dynamics CRM has a very nice UI, and is very easy to use. It's easy to install, has a lot of features, and provides good technical support.""Multifeatured CRM software with good stability and scalability.""I like the fact that I can keep track of everything I do in relation to my own job."

More Microsoft Dynamics CRM Pros →

"The solution changes the way clients work to make it easier and faster.""Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice.""Oracle Service Cloud could improve the integration for older platforms."

More Oracle Service Cloud Pros →

"It would be good if we could have the option to choose custom colors for the status fields and groups so we can make some boards more branded.""Making adjustments to the My Work section that it includes deadlines for multiple columns on a board instead of just one would be very useful.""When replying to colleagues, it would be useful to see the formatting options (bold, bullets, etc.).""If you want to drag a task or rearrange them, it's quite tricky, especially on the app.""There are minor bugs that delete information or don’t autosave information placed. It doesn’t happen often, however, when it does it is inconvenient.""The only issue we have now is that Monday sometimes crashes and does not recognize a change we make.""They should make it possible in the inbox to select all inbox updates and mark them as read.""One thing that would be cool is if Monday had a chat feature."

More Cons →

"One area for improvement in Microsoft Dynamics CRM is its end user feedback. It's still not that great compared to Salesforce. They also need to improve on the look and feel of the solution, because those are still slightly better on Salesforce.""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.""Microsoft Dynamics could have better note-taking capabilities. It should have more preset options where you enter notes by clicking a box instead of writing them out.""The manufacturing module could be improved. I would like to see customization in the next release.""The price of Microsoft Dynamics CRM could improve.""It would be better if it were more secure.""Better integration would be an improvement.""I am happy with it. If anything, its interface could be improved."

More Microsoft Dynamics CRM Cons →

"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise.""Oracle Service Cloud could improve the integration for older platforms.""Oracle changed the means by which users are created in the system. I would like this to be easier to implement."

More Oracle Service Cloud Cons →

Pricing and Cost Advice
  • "I wasn't involved with the licensing, but I believe it's negotiable."
  • "The solution is quite inexpensive. For example, we pay $8,500 for 75 users. It's somewhere around $100 a user, approximately."
  • "The project manager would be responsible for any licensing fees. As an end-user, we just follow suit."
  • "Fees are paid monthly per user."
  • "The price is reasonable for the number of users we have."
  • "I am using its free version."
  • "We tell others it's about $2200 for a ten-person plan and it can be adjusted; it's easy to scale."
  • More Pricing and Cost Advice →

  • "It's kind of pricey. It's about $50 or $60 per user."
  • "I am not the person who pays for Microsoft Dynamics CRM but it is expensive. I have been using Microsoft Azure, which Microsoft Dynamics CRM is built on, and I know we prepaid for the services. For me as a consumer, I do not think I can afford it, mainly because I am only learning how to use the AI and the rate which they charge is high. In general, Microsoft solutions are expensive and this is most likely due to the brand, this is something you expect. However, the price might be high but you receive a highly secure solution."
  • "There is a license required to use Microsoft Dynamics CRM."
  • "The price of the solution is good but could be cheaper."
  • "We have a three-year ELA with all our Microsoft solutions and often we had to do a true-up which was approximately $1,000,000. Additionally, we pay approximately $2,500 a month for support."
  • "Pricing for this software could be cheaper."
  • "The solution is open source and is free. However, it does require a Dynamics 365 subscription."
  • "My organization pays for the license, and I do not know how much it costs."
  • More Microsoft Dynamics CRM Pricing and Cost Advice →

  • "Licensing fees are on the higher end and I rate them an eight out of ten."
  • More Oracle Service Cloud Pricing and Cost Advice →

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    Questions from the Community
    Top is one of the best project management softwares available on the market. It lets you create and customize the… more »
    Top Answer:We have project overviews to keep track of each client and project and I can also see what the other managers are doing… more »
    Top Answer:Monday could be improved if it could be linked with Google Calendar. This way, I can add deadlines directly on Monday… more »
    Top Answer:The most valuable feature of Microsoft Dynamics CRM is the integration with Microsoft Office 365.
    Top Answer:Microsoft Dynamics CRM could improve by making it easier to export data to SharePoint because most of our customers use… more »
    Top Answer:We were using Microsoft Dynamics CRM in a facility management company for contract and customer relationship management.
    Top Answer:Everything is managed by Oracle, so they have security in place.
    Top Answer:Oracle has to work on the interface for this solution. The user experience has to be much better. They have to work on… more »
    Top Answer:This product is used to provide and kind of service that is related to customer support.
    Also Known As
    Dynamics CRM, MS Dynamics CRM
    Oracle RightNow
    Learn More
    Overview is a cloud-based platform that allows teams to design their own work management software and applications. is a basic yet intuitive work operating system that facilitates teamwork in these ways:

    • Allows teams to define workflows

    • Adapts to changing demands

    • Establishes transparency

    • Allows for collaboration

    • Eliminates manual grunt work is extremely adaptable and may be utilized in any sector and for any workflow. You can build your apps to match your specific operational needs and modify your boards, dashboards, and documents to fit your team properly. It may be used for anything, including projects and procedures, and it can be used across teams, departments, leaders, and organizations.

    Here are a few examples of how software can be put to good use:

    • Marketing pipelines
    • Recruitment procedures
    • Video production planning
    • Tracking progress
    • Product timelines
    • Business management
    • Design planning
    • Bug tracking
    • Event planning
    • Construction planning Features has many valuable features. Some of the most useful ones include:

    • Customized workflows
    • Task prioritizing
    • File sharing
    • Drag-and-drop
    • Context-aware communication
    • Progress and milestone monitoring

    The most popular key features include:

    • Work scheduling:’s Workload feature allows you to accurately assign and schedule team members at any given time. Check who's available and who isn't so you may reschedule or reassign work as needed to meet all of your project deadlines.
    • Tracking time for tasks: It's crucial to know where your time goes, especially if you're invoicing clients by the hour. Greater work precision is achieved by having a clear grasp of how much time is spent on each task because you’re able to make more informed decisions about how you spend your time.
    • Automated processes: Automations eliminate the need for manual labor in the completion of repetitive tasks.
    • At-a-glance dashboards: Dashboards are an excellent method to quickly see what's essential. They make it simple to gather useful information, manage project progress, predict effort, and keep track of budgets. They also keep your team focused and engaged on the high-level objectives that drive progress.
    • Integration with external tools: With two-click integrations, you can easily make your primary work hub. Integrate popular external apps like Jira and Slack, as well as Gmail and Mailchimp, to optimize your workflow even further.
    • Varied options for viewing data with Views: provides a number of ways to examine the data in your boards, including Gantt Chart View for project plans and Chart View for progress tracking. Views helps you to take a fresh perspective on things and obtain crucial insights that you might not have gotten otherwise.

    Reviews from Real Users stands out among its competitors for a number of reasons. Two major ones are its task status feature and its ability to integrate with external apps. PeerSpot users take note of the advantages of these features in their reviews:

    Ben D., Front End Developer at a marketing services firm, writes of the product, “Their flagship feature, what used to be called the pulse, is great. Pulse offers great management. Being able to see everything at a glance and check task status, is wonderful. They use subtasks and the simple aspects of task management have been really helpful.”

    Another PeerSpot reviewer, the Head of Projects at Smart Media SA, notes, “The boards offer an amazing and clear view of my tasks, campaigns, and progress. Automations especially with Slack and Outlook help with keeping my team up-to-date always. Graphs and charts are valuable for reporting purposes and to track progress made. Workforms/surveys are valuable and a very cool added feature.”

    Dynamics CRM is Microsoft's leading Customer Relationship Management solution. This solution allows organizations to nurture their relationships with their customers, to engage with these customers in the best way possible at all the right times, and to match customers to the correct products and services.

    Dynamics CRM is one of the most effective sales and marketing tools around, because of its innovative and social-driven technology. The tool allows marketers and salespeople to communicate, interact and service customers in a smarter, personalized, and more insightful manner. And best of all is that this can all be done from any device, as Dynamics CRM is mobile-based, cloud-based and available on-premise. The tool also integrates with social media platforms, allowing for full social media capabilities and reporting.

    Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurable business impacts across all industries.

    This flexible and scalable platform includes:

    • A highly interactive and pixel-perfect Web and Mobile Customer Service, encouraging customers to self-serve via a customer portal, knowledge base, Facebook page, or peer-based community. Service can also be predictive, through the Internet of Things, or automated through virtual assistants, for example.
    • A unified Cross-Channel Contact Center that captures a unique 360-degree view of every consumer across all channels guiding agents to seamless resolution.
    • A time-based, self-learning, and predictive Field Service Management (formerly TOA Technologies) that automates and optimizes operations in the field.
    • A fully integrated cloud Knowledge Management solution that delivers a seamless and consistent experience across all channels. It is the backbone of every omnichannel service strategy.
    • Oracle Policy Automation delivers Smarter Advice–a more personal, richer interaction with customers based on the easy automation of business processes, rules, regulations, and organizational policies.

      For more information visit

    Learn more about
    Learn more about Microsoft Dynamics CRM
    Learn more about Oracle Service Cloud
    Sample Customers
    Raw Digital, Wix, Discovery, Frost & Sullivan, Adidas, Asos, Uber
    Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
    Pacifico Seguros Generales, Elsevier B.V., Madison Area Technical College, Bigtree Entertainment, Pvt. Ltd., HM Land Registry, Walmart Stores Inc., MakeMyTrip Ltd., Orbitz Worldwide LLC, Big Fish Games Inc.
    Top Industries
    Marketing Services Firm18%
    Non Tech Company8%
    Manufacturing Company7%
    Computer Software Company13%
    Financial Services Firm7%
    Comms Service Provider7%
    Computer Software Company29%
    Financial Services Firm19%
    Engineering Company5%
    Computer Software Company22%
    Comms Service Provider13%
    Energy/Utilities Company6%
    Computer Software Company29%
    Financial Services Firm10%
    Comms Service Provider10%
    Healthcare Company5%
    Company Size
    Small Business79%
    Midsize Enterprise12%
    Large Enterprise9%
    Small Business24%
    Midsize Enterprise14%
    Large Enterprise62%
    Small Business53%
    Midsize Enterprise27%
    Large Enterprise20%
    Small Business21%
    Midsize Enterprise18%
    Large Enterprise61%
    Small Business44%
    Midsize Enterprise17%
    Large Enterprise39%
    Small Business20%
    Midsize Enterprise11%
    Large Enterprise68%
    Buyer's Guide
    Microsoft Dynamics CRM vs. Oracle Service Cloud
    September 2022
    Find out what your peers are saying about Microsoft Dynamics CRM vs. Oracle Service Cloud and other solutions. Updated: September 2022.
    633,952 professionals have used our research since 2012.

    Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 36 reviews while Oracle Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 3 reviews. Microsoft Dynamics CRM is rated 7.4, while Oracle Service Cloud is rated 9.0. The top reviewer of Microsoft Dynamics CRM writes "Works effectively with Microsoft tools and has been exponentially helpful, but is not agnostic when working with other platforms and requires a lot of work on the backend". On the other hand, the top reviewer of Oracle Service Cloud writes "It has lots of APIs to integrate with other solutions". Microsoft Dynamics CRM is most compared with SAP CRM, ServiceNow, Salesforce Marketing Cloud, Siebel CRM and Salesforce Sales Cloud, whereas Oracle Service Cloud is most compared with Oracle CX Sales, Siebel CRM, QuickBase, Salesforce Service Cloud and Siebel Contact Center. See our Microsoft Dynamics CRM vs. Oracle Service Cloud report.

    See our list of best CRM Customer Engagement Centers vendors, best Marketing Management vendors, and best CRM vendors.

    We monitor all CRM Customer Engagement Centers 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.