We performed a comparison between Microsoft Dynamics CRM and Salesforce 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."Microsoft Dynamics CRM brings the most value in terms of its ease of implementation."
"I have used many Microsoft solutions and I am comfortable using the solution. Additionally, it is secure."
"The control that we have of a process and the ability to have everything recorded from the beginning to the end of the process have been the most valuable features."
"Multifeatured CRM software with good stability and scalability."
"Compared to other partners, the most valuable aspect of Microsoft Dynamics CRM is its intuitive APIs, which are customizable and allow for the addition of multiple parameters and attributes. This feature enhances the purpose call in our services. Additionally, the learning curve for contact center agents using Microsoft Dynamics CRM is shorter than with other solution providers. Finally, the commercial aspects of Microsoft Dynamics CRM are superior to those of other solution providers."
"The product is user-friendly."
"Microsoft Dynamics CRM is a stable solution."
"When you have a vanilla, straightforward version, it is easy to use."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The complexity of the solution is very less."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"It's a cloud tool, so it is easy to set up."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The product's initial setup phase was straightforward."
"The plug-ins that work with other standard systems have made the product industry-ready."
"Microsoft Dynamics CRM could improve the built-in reports. The ones that are included are pretty generic unless you subscribe to Microsoft BI, which is an extra fee. They should offer the reports without having to purchase a separate subscription for Microsoft BI. However, the reports in Microsoft BI are fantastic."
"Sometimes Microsoft's support can be difficult to contact, and it can take a while to get a response to a ticket."
"A built-in automation engine to automate parts of workflows would be beneficial. That's the feature I'd be most happy to see expanded. It's currently tagged as simple automation, but I'd love some predictive capability."
"The setup with other email servers, other than Microsoft Outlook, could be improved. Alternatively, we'd like to have some feature that allows us to send emails directly from our inboxes to the CRM and assign it to a certain client."
"The installation was difficult. I'm not the person that implements the solution. However, to have the solution function in the correct way, the process can be difficult."
"The manufacturing module could be improved. I would like to see customization in the next release."
"The UI could definitely be improved."
"This is a good tool, but if you don't have experience using a CRM solution, there are a lot of things you'll need to learn. This tool needs to be more user-friendly."
"The product's high price is an area of concern where improvements are required."
"Salesforce Service Cloud's report functionality could be improved."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The pricing of the solution can be made cheaper."
"The main concern for me revolves around the speed of certain integrations."
"The documentation could be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"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."
Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 68 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 38 reviews. Microsoft Dynamics CRM is rated 7.6, while Salesforce Service Cloud is rated 8.6. The top reviewer of Microsoft Dynamics CRM writes "Intuitive APIs, customizable design, but dashboards could improve". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Microsoft Dynamics CRM is most compared with ServiceNow, SAP CRM, Salesforce Sales Cloud, Siebel CRM and Oracle CX Sales, whereas Salesforce Service Cloud is most compared with ServiceNow, Vlocity, JIRA Service Management, BSI and SAP Service Cloud. See our Microsoft Dynamics CRM vs. Salesforce Service Cloud report.
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