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, Oracle and others in CRM Customer Engagement Centers."The history of engagement with our customers, including all conversations, has been most valuable when using this solution."
"The most useful feature that this solution provides is the ability to make dashboards for the business easily as our company is managed using KPIs and metrics."
"It's a good solution for enterprise-level companies."
"Microsoft Dynamics is user-friendly and intuitive. It's easy to understand how it works."
"The most valuable feature of Microsoft Dynamics CRM is its ease of use."
"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 features of Microsoft Dynamics CRM are all the filters and possible reports."
"One of the most useful features is we can configure Microsoft Dynamics CRM in the way that we need. This is configurable."
"I have found the workflows and integration the most valuable in this solution."
"ServiceNow is easy to use and has a user-friendly interface."
"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."
"It's great to do statuses or to review tasks."
"Very good incident management, chain management and problem management features."
"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."
"I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."
"ServiceNow is very easy to set up."
"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."
"It is difficult to qualify opportunity in Microsoft Dynamics CRM."
"Microsoft Dynamics CRM can improve the integration with the other system. If they have more flexibility to connect with another system it will be more effective."
"Dynamics could perform a little better, and it would be nice to save the filters I use frequently, so I don't need to do the same thing every day."
"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."
"Dynamic's management could be improved. The tech management should have better technical capabilities."
"The solution's interface has room for improvement."
"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."
"The customization that we are doing for the needs of our organization are difficult to do and could be improved."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"Performance could be improved."
"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential."
"The solution should offer better security when it comes to storing data."
"Very expensive."
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 212 reviews. Microsoft Dynamics CRM is rated 7.8, 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.
