Microsoft Dynamics CRM vs Salesforce Service Cloud comparison

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Comparison Buyer's Guide
Executive Summary

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.
To learn more, read our detailed Microsoft Dynamics CRM vs. Salesforce Service Cloud Report (Updated: March 2024).
765,386 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:
Pros
"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."

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"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."

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Cons
"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."

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"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."

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Pricing and Cost Advice
  • "We have to buy a separate license in order to implement the social listening feature."
  • "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."
  • More Microsoft Dynamics CRM Pricing and Cost Advice →

  • "I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
  • "Salesforce is not a cheap product. It can be expensive."
  • "The price is too expensive."
  • "We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
  • "The tool is pretty expensive."
  • "The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
  • More Salesforce Service Cloud Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.
    Top Answer:The solution should improve the user experience in the process of creating and activating offers. Sometimes, the process is a little bit slow because it has too many details. It also depends on how… more »
    Top Answer:We use Microsoft Dynamics CRM to control sales advancements in our company.
    Top Answer:The tool is pretty expensive. We are spending a huge amount. I rate the pricing a nine out of ten.
    Top Answer:The documentation could be improved. Salesforce must provide a place to store certain categories of documentation.
    Top Answer:We use the product for our client database. We also use it to forecast a few deals due for closure in the coming financial quarters.
    Ranking
    Views
    709
    Comparisons
    687
    Reviews
    38
    Average Words per Review
    408
    Rating
    7.6
    Views
    625
    Comparisons
    533
    Reviews
    11
    Average Words per Review
    435
    Rating
    8.5
    Comparisons
    Also Known As
    Dynamics CRM, MS Dynamics CRM
    Service Cloud
    Learn More
    Overview

    Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.

    One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.

    In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.

    Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.

    Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

    Sample Customers
    Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
    Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
    Top Industries
    REVIEWERS
    Computer Software Company29%
    Financial Services Firm19%
    Manufacturing Company10%
    Comms Service Provider6%
    VISITORS READING REVIEWS
    Computer Software Company15%
    Government11%
    Financial Services Firm10%
    Manufacturing Company7%
    REVIEWERS
    Manufacturing Company33%
    Computer Software Company11%
    Comms Service Provider11%
    Renewables & Environment Company11%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Educational Organization15%
    Financial Services Firm10%
    Manufacturing Company8%
    Company Size
    REVIEWERS
    Small Business52%
    Midsize Enterprise28%
    Large Enterprise20%
    VISITORS READING REVIEWS
    Small Business26%
    Midsize Enterprise16%
    Large Enterprise58%
    REVIEWERS
    Small Business31%
    Midsize Enterprise28%
    Large Enterprise41%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise25%
    Large Enterprise56%
    Buyer's Guide
    Microsoft Dynamics CRM vs. Salesforce Service Cloud
    March 2024
    Find out what your peers are saying about Microsoft Dynamics CRM vs. Salesforce Service Cloud and other solutions. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    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.

    See our list of best CRM Customer Engagement Centers 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.