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
1st
Average Rating
7.8
Number of Reviews
69
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
2nd
Average Rating
8.4
Number of Reviews
46
Ranking in other categories
Help Desk Software (7th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of July 2024, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 28.3%, up from 20.5% compared to the previous year. The mindshare of Salesforce Service Cloud is 17.4%, up from 8.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
Unique Categories:
CRM
15.6%
Local Government CRM
50.0%
Help Desk Software
2.7%
Knowledge Management Software
18.8%
 

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.
Diganta Tah - PeerSpot reviewer
Apr 19, 2024
Offers real-time intelligence, stable product and improves interactions with customers in service environments
I'm a system integrator implementing the product for other companies. Typical use cases involve improving interactions with customers in service environments. This could be either a call center setup or using field service agents to service products on-site It is straightforward to integrate…

Quotes from Members

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

Pros

"The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports."
"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 initial setup is very easy."
"The solution's return on investment is worth it."
"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."
"It integrates well with other Microsoft products."
"The most valuable feature of Microsoft Dynamics CRM is its ease of use."
"Microsoft Dynamics CRM brings the most value in terms of its ease of implementation."
"We are very happy with the support team from Salesforce."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"It is a stable product."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"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."
"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."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
 

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."
"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."
"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."
"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."
"They should work on improving the solution's scalability."
"Microsoft Dynamics CRM's customer support could be improved as tickets usually take a long time to resolve."
"The overall price of Microsoft Dynamics CRM could improve."
"If there was a bit more automation, specifically for marketing tasks, that would be ideal."
"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."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"The solution’s user interface could be improved."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"It is kind of a struggle to get a report that shows something you want it to show."
"The pricing for what Salesforce Service Cloud offers is not great."
"There is room for improvement in pricing."
"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
 

Pricing and Cost Advice

"Microsoft Dynamics CRM is a little expensive solution."
"The cost could be cheaper. I would rate them 3 out of 5."
"I rate the solution's pricing as a seven out of ten."
"Licensing fees are paid on a monthly basis."
"I give the price of the solution an eight out of ten."
"It's kind of pricey. It's about $50 or $60 per user."
"I'm not aware of any licensing costs for Microsoft Dynamics CRM."
"Microsoft Dynamics CRM is an expensive solution."
"The solution is priced at 50 dollars a month per user."
"The price is too expensive."
"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
"Salesforce is very cost-effective."
"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."
"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."
"Salesforce Service Cloud is a highly expensive solution"
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Top Industries

By visitors reading reviews
Computer Software Company
14%
Financial Services Firm
11%
Government
10%
Manufacturing Company
7%
Computer Software Company
21%
Educational Organization
15%
Financial Services Firm
13%
Manufacturing Company
8%
 

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?
I would suggest enhancements in customization and better integration for testing codes to improve the functionality of Dynamics CRM.
What is your primary use case for Microsoft Dynamics CRM?
The platform is utilized for various purposes, including sales process and customer relationship management (CRM).
What is your experience regarding pricing and costs for Salesforce Service Cloud?
Salesforce Service Cloud is a highly expensive solution. I would rate the pricing an eight out of ten. The price is justified by the reputation of the vendor.
What needs improvement with Salesforce Service Cloud?
There are some issues with backend connectivity in Salesforce Service Cloud. For example, connecting it with your phone is troublesome. I expect the backend issues with the solution to get resolved...
What is your primary use case for Salesforce Service Cloud?
Salesforce Service Cloud is used in our organization at the contact center and for presales working processes. The solution enhances customer support in our company by connecting to CRM solutions a...
 

Also Known As

Dynamics CRM, MS Dynamics CRM
Service Cloud
 

Overview

 

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: July 2024.
792,905 professionals have used our research since 2012.