Microsoft Dynamics CRM vs Salesforce Service Cloud comparison

Microsoft and Salesforce are both solutions in the CRM Customer Engagement Centers category. Microsoft is ranked #2 with an average rating of 8.3, while Salesforce is ranked #1 with an average rating of 8.2. Microsoft holds a 16.3% mindshare in CCEC, compared to Salesforce’s 12.5% mindshare. Additionally, 93% of Microsoft users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

Microsoft Dynamics CRM

Read 79 Microsoft Dynamics CRM reviews

5,868 Views
763 Comparison Views

93% willing to recommend

Salesforce Service Cloud

Read 56 Salesforce Service Cloud reviews

2,335 Views
817 Comparison Views

96% willing to recommend

Microsoft Dynamics CRM

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 29, 2025

Salesforce Service Cloud and Microsoft Dynamics CRM compete in CRM solutions. Microsoft Dynamics CRM has a pricing advantage with flexible licensing, making it more approachable for cost-conscious businesses.

Features: Salesforce Service Cloud offers a Service Console, Omni Channel, and seamless integration capabilities, enabling robust case management and automation. It supports clicks versus code for user-friendly customization. Microsoft Dynamics CRM excels in customer engagement and opportunity management, integrates well with Microsoft products, and features a cloud-based interface supporting diverse CRM functionalities, albeit with limited customization compared to Salesforce.

Room for Improvement: Salesforce Service Cloud could improve mobile functionality and pricing strategy. Enhancing email integration with Outlook, knowledge management, and reporting would benefit users. Microsoft Dynamics CRM could focus on improving its interface, integration, backend management, customization, and dashboard functionalities. Both require scalability and user experience enhancements.

Ease of Deployment and Customer Service: Salesforce Service Cloud operates mainly in a Public Cloud with excellent customer service, particularly for premium users. It benefits from strong community support. Microsoft Dynamics CRM offers flexible deployment with Public and On-premises solutions, catering to various business sizes. It integrates well within the Microsoft ecosystem but lacks user interface intuitiveness compared to Salesforce.

Pricing and ROI: Salesforce Service Cloud is viewed as expensive, making Microsoft Dynamics CRM appealing with more affordable and flexible pricing. Both solutions provide decent ROI, with Salesforce's automation and integration justifying its cost for some. However, Microsoft Dynamics CRM's pricing is attractive for those prioritizing cost-effectiveness.

To learn more, read our detailed Microsoft Dynamics CRM vs. Salesforce Service Cloud Report (Updated: December 2025).

Buyer's Guide

Microsoft Dynamics CRM vs. Salesforce Service Cloud

December 2025

Download the complete report

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Review summaries and opinions

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

ROI

Sentiment score

7.1

Microsoft Dynamics CRM enhances operations and efficiency, outweighing high costs with improved sales, automation, and data collection.

Sentiment score

6.5

Salesforce Service Cloud improves ROI through efficiency, visibility, and integration, yielding up to 50% ROI amidst varying challenges.

I recommend that those considering Microsoft Dynamics CRM conduct an ROI exercise to determine scalability and complex business needs because it is indeed a fantastic tool, especially if Microsoft can provide a better commercial model, which can significantly impact cost-effectiveness.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Microsoft Dynamics CRM report

Salesforce Service Cloud requires significant maintenance effort to see ROI.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Customer Service

Sentiment score

5.6

Microsoft Dynamics CRM service receives mixed reviews; praised for responsiveness but criticized for delays and varying technical expertise.

Sentiment score

5.6

Salesforce Service Cloud is praised for responsiveness and community support, though premium support is recommended for complex issues.

I would rate customer support as ten out of ten.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

While the support operates within their standard SLA, it can be difficult to speak directly with someone over the phone.

Darrin Murray

Head of Digital Transformation at Simplified Consulting

Sometimes the technical support for Microsoft Dynamics CRM is not qualified enough, and in some situations, we know the tool better than they do.

Cristina Kluger

Head Of Development at Aleman Software Group

For more quotes and insights, download the Microsoft Dynamics CRM report

Unless you have premium support, assistance is restricted.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.

Kishor Namburu

Head Of Information Technology at SAISOFT

For more quotes and insights, download the Salesforce Service Cloud report

Scalability Issues

Sentiment score

7.4

Microsoft Dynamics CRM offers strong scalability and adaptability, despite challenges with customization and costs, enhancing sales and marketing departments.

Sentiment score

8.1

Salesforce Service Cloud is scalable, customizable, and cloud-based, enabling seamless growth and integration for enterprise-level adaptability.

Microsoft Dynamics CRM is highly scalable, rated at ten, even fifteen out of ten.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

I would give it a ten out of ten for scalability.

Darrin Murray

Head of Digital Transformation at Simplified Consulting

Microsoft Dynamics CRM is scalable; it's easy to scale, but when customizations become extensive, maintainability can become challenging.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Microsoft Dynamics CRM report

Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.

Kishor Namburu

Head Of Information Technology at SAISOFT

Nobody can compete with Salesforce Service Cloud's scalability.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Stability Issues

Sentiment score

7.8

Microsoft Dynamics CRM is stable and reliable, handling workloads well, with Azure integration enhancing resilience despite occasional peak load issues.

Sentiment score

7.9

Salesforce Service Cloud is stable and reliable, with rare disruptions, excellent support, and scalability when following best practices.

I would rate it ten out of ten.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

There have been instances where issues with Microsoft Azure have affected Dynamics due to the infrastructure layer.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Microsoft Dynamics CRM report

We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Room For Improvement

Microsoft Dynamics CRM needs better integration, user-friendliness, expanded AI, customization, and cost-effective options for small business adaptability.

Salesforce Service Cloud needs UI/UX improvements, pricing adjustments, stability, better integrations, and enhanced reporting, email, and AI capabilities.

More use-case-oriented material should be provided to help users and implementers learn how to do more, faster.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

Microsoft Dynamics CRM needs improvement in simplifying the setup and configuration process, which can be relatively complex when we want all features to work properly.

Darrin Murray

Head of Digital Transformation at Simplified Consulting

Microsoft Dynamics CRM doesn't provide solutions that allow you to transform easily if you have a heterogeneous mix of technologies or if your contact center is on analog and you try to digitize it.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Microsoft Dynamics CRM report

Salesforce Service Cloud should focus on simplification.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Configuring Flows in Salesforce Service Cloud is very difficult.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.

John Murtagh

CTO at Glenavoo Digital

For more quotes and insights, download the Salesforce Service Cloud report

Setup Cost

Microsoft Dynamics CRM is considered pricey, with flexible licensing but possible high costs for small to medium businesses.

Salesforce Service Cloud's high costs can be offset by negotiating contracts, offering flexible licensing and significant functionality for large teams.

The pricing of Microsoft Dynamics CRM can be complex due to Microsoft's complicated licensing model.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

Microsoft Dynamics CRM costs about $110 to $115 per user per month, following a recent price increase.

Darrin Murray

Head of Digital Transformation at Simplified Consulting

Although it is a good tool, it is costly.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Microsoft Dynamics CRM report

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

Salesforce Service Cloud is expensive.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Valuable Features

Microsoft Dynamics CRM offers customizable, user-friendly features with seamless Microsoft integration, robust security, and enhances customer management and operational efficiency.

Salesforce Service Cloud excels in customization, integration, automation, and scalability, offering real-time data, email management, and extensive API support.

The backend storage integrates seamlessly with OneDrive, and the solution offers robust security features, including Azure integration, two-factor authentication (2FA), and comprehensive audit trails.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

The CRM is very fast, which is the most important aspect, and it's very handy.

reviewer2035074

Data Scientist at a financial services firm with 11-50 employees

The most valuable feature of Microsoft Dynamics CRM is its integration with Outlook and other Microsoft products like Microsoft 365, which includes emails, Teams, and SharePoint.

Darrin Murray

Head of Digital Transformation at Simplified Consulting

For more quotes and insights, download the Microsoft Dynamics CRM report

Salesforce Service Cloud improved our organization with its mobile capabilities.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

Salesforce Service Cloud offers pre-built packages that are best in class.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Usability is one of the strongest characteristics of Salesforce Service Cloud.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

For more quotes and insights, download the Salesforce Service Cloud report

Categories and Ranking

Microsoft Dynamics CRM

Ranking in CRM Customer Engagement Centers

2nd

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM (2nd), Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)

Salesforce Service Cloud

Ranking in CRM Customer Engagement Centers

1st

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (5th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Mindshare comparison

As of December 2025, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 16.3%, down from 25.5% compared to the previous year. The mindshare of Salesforce Service Cloud is 12.5%, down from 18.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	12.5%
Microsoft Dynamics CRM	16.3%
Other	71.2%

CRM Customer Engagement Centers

Featured Reviews

NavinJacob

Chief Digital Officer at Cipher7

Has enabled seamless integration across platforms while supporting advanced analytics for customer insights

Microsoft Dynamics CRM doesn't provide solutions that allow you to transform easily if you have a heterogeneous mix of technologies or if your contact center is on analog and you try to digitize it. A lot of custom work is needed if you have to integrate heterogeneous technologies with the Microsoft suite, but if you are using the Microsoft suite, then it's quite seamless. Microsoft Dynamics CRM should add commercial models that allow smaller companies to use it because it can get pretty expensive. Better commercial options for smaller implementations may be helpful. There should be commercial options for smaller companies, as the overheads and costs of Dynamics can be quite high.

Read full review

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Leverage top-tier automation capabilities while streamlining complex naming conventions

Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.

Read full review

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Computer Software Company

Manufacturing Company

Government

Financial Services Firm

15%

Performing Arts

University

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	41
Midsize Enterprise	22
Large Enterprise	19

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	13
Large Enterprise	24

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.

See all answers

What needs improvement with Microsoft Dynamics CRM?

See all answers

What is your primary use case for Microsoft Dynamics CRM?

I have been working with Microsoft Dynamics CRM for five or six years for various customers. I work with CRM and some amount of Microsoft communication server to integrate it. I focus on the area o...

See all answers

What is your experience regarding pricing and costs for Salesforce Service Cloud?

I do not have any knowledge of the cost regarding Salesforce Service Cloud.

See all answers

What needs improvement with Salesforce Service Cloud?

I face challenges with Salesforce Service Cloud because it requires and is difficult to customize. It could be better in areas such as media; it does not handle media effectively, particularly with...

See all answers

What is your primary use case for Salesforce Service Cloud?

I am not a user, partner, reseller, or implementer as we implemented it ourselves. We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.

See all answers

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Product Reports

Buyer's Guide

Microsoft Dynamics CRM

December 2025

Download Microsoft Dynamics CRM product report

Buyer's Guide

Salesforce Service Cloud

December 2025

Download Salesforce Service Cloud product report

Also Known As

Dynamics CRM, MS Dynamics CRM

Service Cloud

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.

Microsoft

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.

Salesforce

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

Buyer's Guide

Microsoft Dynamics CRM vs. Salesforce Service Cloud

December 2025

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