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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 8.2, while Salesforce is ranked #1 with an average rating of 8.3. Microsoft holds a 18.2% mindshare in CCEC, compared to Salesforce’s 13.5% 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
  • 5,816 Views
  • 698 Comparison Views
93% willing to recommend
Salesforce Service Cloud
Read 56 Salesforce Service Cloud reviews
  • 1,986 Views
  • 715 Comparison Views
96% willing to recommend
 

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.

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To learn more, read our detailed Microsoft Dynamics CRM vs. Salesforce Service Cloud Report (Updated: November 2025).
Buyer's Guide
Microsoft Dynamics CRM vs. Salesforce Service Cloud
November 2025
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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.
For more quotes and insights, download the Microsoft Dynamics CRM report
Salesforce Service Cloud requires significant maintenance effort to see ROI.
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.
While the support operates within their standard SLA, it can be difficult to speak directly with someone over the phone.
Sometimes the technical support for Microsoft Dynamics CRM is not qualified enough, and in some situations, we know the tool better than they do.
For more quotes and insights, download the Microsoft Dynamics CRM report
Unless you have premium support, assistance is restricted.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
For more quotes and insights, download the Salesforce Service Cloud report
reviewer2305767 - PeerSpot reviewer
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CK
reviewer2688993 - PeerSpot reviewerKishor Namburu - PeerSpot reviewer
 

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.
I would give it a ten out of ten for scalability.
Microsoft Dynamics CRM is scalable; it's easy to scale, but when customizations become extensive, maintainability can become challenging.
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.
Nobody can compete with Salesforce Service Cloud's scalability.
For more quotes and insights, download the Salesforce Service Cloud report
reviewer2305767 - PeerSpot reviewer
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NavinJacob - PeerSpot reviewerKishor Namburu - PeerSpot reviewerreviewer2688993 - PeerSpot reviewer
 

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.
There have been instances where issues with Microsoft Azure have affected Dynamics due to the infrastructure layer.
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.
For more quotes and insights, download the Salesforce Service Cloud report
reviewer2305767 - PeerSpot reviewerNavinJacob - PeerSpot reviewerreviewer2688993 - PeerSpot reviewer
 

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.
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.
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.
For more quotes and insights, download the Microsoft Dynamics CRM report
Salesforce Service Cloud should focus on simplification.
Configuring Flows in Salesforce Service Cloud is very difficult.
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.
For more quotes and insights, download the Salesforce Service Cloud report
reviewer2305767 - PeerSpot reviewer
DM
NavinJacob - PeerSpot reviewerreviewer2688993 - PeerSpot reviewerMARIA PILAR CANDA - PeerSpot reviewer
JM
 

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.
Microsoft Dynamics CRM costs about $110 to $115 per user per month, following a recent price increase.
Although it is a good tool, it is costly.
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.
Salesforce Service Cloud is expensive.
For more quotes and insights, download the Salesforce Service Cloud report
reviewer2305767 - PeerSpot reviewer
DM
NavinJacob - PeerSpot reviewerreviewer2677440 - PeerSpot reviewerreviewer2688993 - PeerSpot reviewer
 

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.
The CRM is very fast, which is the most important aspect, and it's very handy.
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.
For more quotes and insights, download the Microsoft Dynamics CRM report
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
Usability is one of the strongest characteristics of Salesforce Service Cloud.
For more quotes and insights, download the Salesforce Service Cloud report
reviewer2305767 - PeerSpot reviewerreviewer2035074 - PeerSpot reviewer
DM
reviewer2677440 - PeerSpot reviewerreviewer2688993 - PeerSpot reviewerMARIA PILAR CANDA - PeerSpot reviewer
 

Categories and Ranking

Microsoft Dynamics CRM
Ranking in CRM Customer Engagement Centers
2nd
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
79
Ranking in other categories
CRM (1st), Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (1st)
Salesforce Service Cloud
Ranking in CRM Customer Engagement Centers
1st
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
56
Ranking in other categories
Help Desk Software (4th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of November 2025, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 18.2%, down from 24.9% compared to the previous year. The mindshare of Salesforce Service Cloud is 13.5%, down from 18.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers Market Share Distribution
ProductMarket Share (%)
Microsoft Dynamics CRM18.2%
Salesforce Service Cloud13.5%
Other68.3%
CRM Customer Engagement Centers
 

Featured Reviews

NavinJacob - PeerSpot reviewer
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
MARIA PILAR CANDA - PeerSpot reviewer
Improved customer service and post-sales support saves time
The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.
Read full review
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Top Industries

By visitors reading reviews
Financial Services Firm
10%
Computer Software Company
10%
Government
9%
Manufacturing Company
8%
Financial Services Firm
15%
Performing Arts
9%
Manufacturing Company
9%
University
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business41
Midsize Enterprise22
Large Enterprise19
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise13
Large Enterprise24
 

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?
Microsoft Dynamics CRM needs to be improved in the visibility of add-on costs for end users, which can sometimes be tricky. On the reporting side, while there are various tools for reporting, they ...
See all answers
What is your primary use case for Microsoft Dynamics CRM?
I use Microsoft Dynamics CRM in my day-to-day customer management tasks. Our usual use cases for Microsoft Dynamics CRM include task management and sales.
See all answers
What is your experience regarding pricing and costs for Salesforce Service Cloud?
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
See all answers
What needs improvement with Salesforce Service Cloud?
The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is chall...
See all answers
What is your primary use case for Salesforce Service Cloud?
We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...
See all answers
 

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Product Reports

Buyer's Guide
Microsoft Dynamics CRM
October 2025
Microsoft Dynamics CRM reportDownload Microsoft Dynamics CRM product report
Buyer's Guide
Salesforce Service Cloud
October 2025
Salesforce Service Cloud reportDownload 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
November 2025
Free Report: Microsoft Dynamics CRM vs. Salesforce Service Cloud
Find out what your peers are saying about Microsoft Dynamics CRM vs. Salesforce Service Cloud and other solutions. Updated: November 2025.
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