We performed a comparison between Microsoft Dynamics CRM, Salesforce Service Cloud, and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, Salesforce, Oracle and others in CRM Customer Engagement Centers."The most valuable feature is that because this solution uses the cloud, you only have to install it and allocate it to a user, making it quite easy to use."
"Technical support is completely good."
"Dynamics is a complete tool that helps the company measure and track sales, orders, current customers, and the sales pipeline."
"The most valuable feature is the reporting tab."
"The way it effectively works with the array of other Microsoft tools, such as Azure, is valuable. It works very well with the use of data linking and things like that. Overall, it is a great overall tool to have an effective understanding of the transactional background of each of our customers."
"Microsoft Dynamics CRM is easy to use, the UI is very good, and it has many capabilities."
"This is a scalable solution."
"I like the fact that I can keep track of everything I do in relation to my own job."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"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 strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"The product's initial setup phase was straightforward."
"The interface is quite user-friendly."
"It is a stable product."
"The plug-ins that work with other standard systems have made the product industry-ready."
"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."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It's very convenient to use."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"The initial setup is simple and straightforward."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"It's a very stable tool, very powerful."
"The product offers very good management. It has a great ability to assign tickets based on content."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"There are more people using Salesforce. Therefore, there are more partners, and applications for it, and is easier to use."
"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 solution could improve by having better integration documentation."
"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."
"The options for customizing Microsoft Dynamics CRM are very limited or highly complex."
"When it comes to any necessary changes or updates, we have issues. It is not very agnostic in terms of working with other platforms. A lot of data transformation had to be done internally in order to send it to various systems."
"This CRM system needs to be more configurable. Its performance still needs improvement, because its screens hang while querying data. It's also not highly scalable, so scalability also needs improvement."
"I am happy with it. If anything, its interface could be improved."
"The product's high price is an area of concern where improvements are required."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"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 integrations with other solutions can be improved."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"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 documentation could be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"The solution could integrate better with QR codes from some websites such as Facebook."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"It needs to improve in terms of its flexibility, price, and installation."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The support team is time-consuming, and they don't find the answer to our problem."
"You couldn't give administrative access to new hires."
"It wasn't easy to set up so we're only using a third of all of the features,"
