We performed a comparison between Microsoft Dynamics CRM and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, Salesforce, ServiceNow and others in CRM Customer Engagement Centers."The stability is excellent."
"Our clients appreciate that the solution can be used to monitor everything their customer interacts with in their business."
"Integration with other Microsoft tools is a good feature of Microsoft Dynamics CRM."
"Right now we're using the financial features, and we haven't tried the inventory. It's useful more on the financial side."
"The most valuable feature of Microsoft Dynamics CRM is its performance."
"The most valuable feature of Microsoft Dynamics CRM has to be its interface...Microsoft Dynamics CRM has a user-friendly platform."
"Microsoft Dynamics CRM is a stable solution."
"I like the fact that I can keep track of everything I do in relation to my own job."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"Remote access is most valuable."
"The Workflow feature is the most valuable."
"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."
"I have found the workflows and integration the most valuable in this solution."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"It allows us to filter the data, create graphs, and get detailed reports."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"I am happy with it. If anything, its interface could be improved."
"The manufacturing module could be improved. I would like to see customization in the next release."
"Dynamic's management could be improved. The tech management should have better technical capabilities."
"Microsoft Dynamics CRM could improve by being more user-friendly and having a better design. I have used Service Desk and it is not user-friendly but this solution is worse. The graphical interface is not intuitive, you need someone to guide you or you will have difficulties navigating around to find the file you need. The data we are normally dealing with is boring enough and the interface could be more attractive and more exciting. The tabs and arrangement could be done better to be more user-friendly. Microsoft Excel, PowerPoint, and Word are fine and Microsoft should extend their user-friendliness and intuitiveness to Microsoft Dynamics."
"It could be less complicated for smaller organizations."
"The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement. It was also more difficult to set up the solution, so its setup could still be improved. What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done."
"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."
"I have contacted support. They are able to help but not in the right amount of time. I have had a horrible experience."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"Performance could be improved."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
"Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things."
"I do not like the user interface."
"The pricing of the solution could be better. It's a bit high."
"Needs additional software titles and easier normalization."
"Making a mobile version would be helpful."
Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 68 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 211 reviews. Microsoft Dynamics CRM is rated 7.6, while ServiceNow is rated 8.4. The top reviewer of Microsoft Dynamics CRM writes "Intuitive APIs, customizable design, but dashboards could improve". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Microsoft Dynamics CRM is most compared with Salesforce Sales Cloud, SAP CRM, Siebel CRM, monday.com and Oracle CX Sales, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and JIRA Service Management.
We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
