We performed a comparison between Microsoft Dynamics CRM and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The initial setup is very easy."
"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 solution is stable."
"I like that Microsoft Dynamics CRM works, and it's been okay. I like that it is a stable solution. My main reason for using it is that it is stable and meets our requirements from a functionality point of view."
"The most valuable feature in Microsoft Dynamics CRM is funneling."
"It's a good solution for enterprise-level companies."
"The most valuable feature is the reporting tab."
"Dynamics is easy to use. There are several fields I can filter."
"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 most valuable feature of Salesforce Service Cloud is its ease of use."
"The most valuable feature of the solution is the traceability of actions."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"There is an out-of-the-box feature for reporting and analytics"
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"It's a cloud tool, so it is easy to set up."
"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."
"There are more people using Salesforce. Therefore, there are more partners, and applications for it, and is easier to use."
"Microsoft Dynamics CRM would be far superior if it had an analytical dashboard and AI-based systems."
"It would be better if it were more secure."
"The performance could be improved."
"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 can improve by adding more artificial intelligence. Additionally, they should add more modules, such as account-based management, that are available on other platforms such as salesforce.com."
"The manufacturing module could be improved. I would like to see customization in the next release."
"The approvals component of Dynamics is complex. It isn't very easy to generate approvals between different departments."
"The pricing for what Salesforce Service Cloud offers is not great."
"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 product's high price is an area of concern where improvements are required."
"The documentation could be improved."
"The integrations with other solutions can be improved."
"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 governor limits are a troubling feature of Salesforce"
"The pricing of the solution can be made cheaper."
Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 68 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 43 reviews. Microsoft Dynamics CRM is rated 7.8, while Salesforce Service Cloud is rated 8.6. The top reviewer of Microsoft Dynamics CRM writes "Intuitive APIs, customizable design, but dashboards could improve". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Microsoft Dynamics CRM is most compared with Salesforce Sales Cloud, SAP CRM, ServiceNow, Siebel CRM and Oracle CRM, whereas Salesforce Service Cloud is most compared with ServiceNow, JIRA Service Management, Vlocity, BSI and BMC Helix ITSM. See our Microsoft Dynamics CRM vs. Salesforce Service Cloud report.
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