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."Technical support is completely good."
"The support is brilliant. All OEMs are pretty helpful."
"Microsoft Dynamics CRM brings the most value in terms of its ease of implementation."
"I like the fact that I can keep track of everything I do in relation to my own job."
"The most valuable feature of Microsoft Dynamics CRM has to be its interface...Microsoft Dynamics CRM has a user-friendly platform."
"The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports."
"It integrates well with other Microsoft products."
"The initial setup is pretty straightforward."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"It's a cloud tool, so it is easy to set up."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"It is a stable product."
"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 interface is quite user-friendly."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The product's initial setup phase was straightforward."
"It is difficult to qualify opportunity in Microsoft Dynamics CRM."
"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 setup with other email servers, other than Microsoft Outlook, could be improved. Alternatively, we'd like to have some feature that allows us to send emails directly from our inboxes to the CRM and assign it to a certain client."
"In terms of the performance, when it comes to loading a large volume of data, it's slow at times, so the system could be optimized."
"The performance could be improved."
"The overall price of Microsoft Dynamics CRM could improve."
"The price of Microsoft Dynamics CRM could improve."
"There are more people using Salesforce. Therefore, there are more partners, and applications for it, and is easier to use."
"The governor limits are a troubling feature of Salesforce"
"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."
"Salesforce Service Cloud's report functionality could be improved."
"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 product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The documentation could be improved."
"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
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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