Find out what your peers are saying about Salesforce, Microsoft, ServiceNow and others in CRM Customer Engagement Centers.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
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.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
Unless you have premium support, assistance is restricted.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
The technical support provided by Zendesk has been very satisfactory.
I would give it a ten out of ten for scalability.
Microsoft Dynamics CRM is highly scalable, rated at ten, even fifteen out of ten.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
Zendesk can scale from very small companies to very large ones.
The scalability of Zendesk is still in the same range as Freshdesk.
I would rate it ten out of ten.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
The stability has been quite reliable.
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.
Salesforce Service Cloud should focus on simplification.
Configuring Flows in Salesforce Service Cloud is very difficult.
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
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.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Salesforce Service Cloud is expensive.
It is not the cheapest solution nor the most expensive, but it provides value for money.
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.
I can also create fields and customize them according to my needs.
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.
Salesforce Service Cloud offers pre-built packages that are best in class.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Clients gain productivity and save time with Salesforce Service Cloud.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
The benefits I have seen from using Zendesk include faster response times.
| Product | Market Share (%) |
|---|---|
| Salesforce Service Cloud | 13.7% |
| Microsoft Dynamics CRM | 19.1% |
| Zendesk | 6.9% |
| Other | 60.300000000000004% |
| Company Size | Count |
|---|---|
| Small Business | 40 |
| Midsize Enterprise | 22 |
| Large Enterprise | 19 |
| Company Size | Count |
|---|---|
| Small Business | 19 |
| Midsize Enterprise | 13 |
| Large Enterprise | 24 |
| Company Size | Count |
|---|---|
| Small Business | 29 |
| Midsize Enterprise | 20 |
| Large Enterprise | 11 |
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.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
