Microsoft Dynamics CRM vs Salesforce Service Cloud comparison


Comparison Buyer's Guide

Executive Summary

Categories and Ranking

Microsoft Dynamics CRM
Ranking in CRM Customer Engagement Centers
Average Rating
Number of Reviews
Ranking in other categories
CRM (1st), Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)
Salesforce Service Cloud
Ranking in CRM Customer Engagement Centers
Average Rating
Number of Reviews
Ranking in other categories
Help Desk Software (8th), Knowledge Management Software (4th), IT Alerting and Incident Management (6th)

Mindshare comparison

As of June 2024, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 26.7%, down from 30.7% compared to the previous year. The mindshare of Salesforce Service Cloud is 25.0%, up from 17.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
Unique Categories:
Local Government CRM
Help Desk Software
Knowledge Management Software

Featured Reviews

Cirvesh-Daga - PeerSpot reviewer
Feb 15, 2024
Intuitive UI, streamlines customer service and support tasks but lacks predictive automation capabilities
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. For example, if a business process has a certain timeframe due to the way it's worked out, the system should have predictive capabilities. It should be able to tell me that this process can be re-engineered to reduce time or be automated. So, a little more than just vanilla automation is what I'd like to see. That's the only thing I would want improved. It's currently basic and play-based. But if it had the capability of built-in predictive functionality, not as advanced as a separate product like Signavio, but at least something to give you the ability to tweak your processes at the right time, that would be really nice.
Mar 14, 2024
Supportive analytics features but needs to improve in the area of pricing
The product was fine, and it improved my company's customer service response time. I don't remember using the AI capabilities of Salesforce Service Cloud, but I do know that such functionalities were used in Microsoft Dynamics 365 CRM. The product's analytics features support our company's service improvement strategies greatly and fantastically. I recommend the product to those who plan to use it since it is easy to use and understand the tool. The product may not be that easy when you want to open a new opportunity, and you really need to opt for a straightforward approach when using the tool. The impact of Salesforce Service Cloud on other systems that impacted our company's workflow efficiency varies since earlier, my company used to work with SAP, and the integration is fine as long as you use the connectors. Salesforce Service Cloud can be connected with Microsoft products, but it can be difficult to connect it with the SAP ERP. I rate the tool a seven out of ten.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:


"Integration with other Microsoft tools is a good feature of Microsoft Dynamics CRM."
"Microsoft Dynamics is user-friendly and intuitive. It's easy to understand how it works."
"I like the fact that I can keep track of everything I do in relation to my own job."
"I like that Microsoft Dynamics CRM works, and it's been okay. I like that it is a stable solution. My main reason for using it is that it is stable and meets our requirements from a functionality point of view."
"My access to Microsoft Dynamics CRM is limited, so I can only access the feature of registering the pipeline and activities. That feature is enough for me to do the job, and is what I find most valuable in the solution."
"Microsoft Dynamics CRM is a stable solution."
"The solution is stable."
"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."
"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."
"The product's initial setup phase was straightforward."
"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 most valuable feature of Salesforce Service Cloud is its ease of use."
"There is an out-of-the-box feature for reporting and analytics"
"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."


"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."
"I have contacted support. They are able to help but not in the right amount of time. I have had a horrible experience."
"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."
"Microsoft Dynamics CRM can improve by adding more artificial intelligence. Additionally, they should add more modules, such as account-based management, that are available on other platforms such as"
"We would like to see the tech support for this product improved, at present we are frequently waiting for a couple of days before we receive any response."
"The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement. It was also more difficult to set up the solution, so its setup could still be improved. What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done."
"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."
"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."
"The pricing for what Salesforce Service Cloud offers is not great."
"Salesforce Service Cloud's report functionality could be improved."
"The solution’s user interface could be improved."
"The documentation could be improved."
"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 product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"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."

Pricing and Cost Advice

"The solution is expensive."
"The cost depends on a number of factors, so whoever is implementing it will need to take that into consideration before it is done."
"Microsoft Dynamics CRM is an expensive solution. However, most good CRMs are expensive."
"It is a very comprehensive package. We get everything from Access to D 365. We get Microsoft's suite of tools. I'm not too sure about the pricing, but I can't imagine it being cheap."
"For the price of Microsoft Dynamics CRM, you receive a lot of comprehensive functionality. Additionally, it integrates very well. We pay approximately $100 a month to use the solution and we do not have any additional costs."
"There is a license required to use Microsoft Dynamics CRM."
"On a scale from one to ten with one being expensive and ten being of great value, I would rate Microsoft Dynamics CRM at six on pricing."
"The solution is open source and is free. However, it does require a Dynamics 365 subscription."
"The solution is priced at 50 dollars a month per user."
"The price is too expensive."
"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."
"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 of the solution depends on how many users need access to it"
"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
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Top Industries

By visitors reading reviews
Computer Software Company
Financial Services Firm
Manufacturing Company
Computer Software Company
Educational Organization
Financial Services Firm
Manufacturing Company

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business

Questions from the Community

What do you like most about Microsoft Dynamics CRM?
The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.
What needs improvement with Microsoft Dynamics CRM?
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...
What is your primary use case for Microsoft Dynamics CRM?
We use Microsoft Dynamics CRM to control sales advancements in our company.
What is your experience regarding pricing and costs for Salesforce Service Cloud?
The price of the solution depends on how many users need access to it. For instance, if you are availing the license for a hundred users, the price can be around $49/month for the product.
What needs improvement with Salesforce Service Cloud?
The governor limits are a troubling feature of Salesforce. At our company, we have limited the set of governor limits because it is cloud-based and has a multi-tenant architecture. In governor limi...
What is your primary use case for Salesforce Service Cloud?
I have used Salesforce Service Cloud in a couple of projects. In our company, I have used the solution for one client, a medication company based in the US. In the aforementioned project, different...

Also Known As

Dynamics CRM, MS Dynamics CRM
Service Cloud



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
Find out what your peers are saying about Microsoft Dynamics CRM vs. Salesforce Service Cloud and other solutions. Updated: May 2024.
789,577 professionals have used our research since 2012.