We performed a comparison between Microsoft Dynamics CRM, Oracle Fusion Service, and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, Salesforce, Zendesk and others in CRM Customer Engagement Centers."We are able to effectively follow up on requests, ensuring all customer issues are resolved in a timely manner. This solution provides a platform where there is visibility of all customer interactions, with efficient follow-up."
"One of the most useful features is we can configure Microsoft Dynamics CRM in the way that we need. This is configurable."
"The solution is versatile and customizable."
"Dynamics is a complete tool that helps the company measure and track sales, orders, current customers, and the sales pipeline."
"Microsoft Dynamics CRM is a comprehensive solution and is well-integrated into other Microsoft solutions, including ERP solutions. Additionally, it is feature-rich."
"It ensures that there's continuity, and you don't have to start asking the customer about what happened. From CRM, you can easily see all the interactions and events in the record and take it from there."
"The most valuable feature of Microsoft Dynamics CRM is the campaign feature."
"The most valuable features of Microsoft Dynamics CRM are its easy operations and functionality."
"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."
"The service management features are valuable."
"Oracle offers a wide range of applications, each capable of delivering significant value to our business."
"Stable and scalable with good technical support."
"Oracle Service Cloud could improve the integration for older platforms."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"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 three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The interface is quite user-friendly."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"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 product's initial setup phase was straightforward."
"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 plug-ins that work with other standard systems have made the product industry-ready."
"They should work on improving the solution's scalability."
"Microsoft Dynamics CRM is operational enough, in terms of frequency, but an area for improvement would be its dashboard. Currently, it's widget-like, so hopefully, it could be improved, particularly to allow you to create a custom dashboard using a query. A custom dashboard would make the solution better and is an additional feature I'd like to see in the next release of Microsoft Dynamics CRM because right now, it only has a default dashboard, but maybe my account has limited access, so I can only see the default version of the dashboard."
"The solution's interface has room for improvement."
"I have contacted support. They are able to help but not in the right amount of time. I have had a horrible experience."
"Microsoft Dynamics could have better note-taking capabilities. It should have more preset options where you enter notes by clicking a box instead of writing them out."
"My company's biggest challenge with Microsoft Dynamics CRM is wanting to market solely to leads without having to create a contact and link the contact to the lead. From a marketing standpoint, there's room for improvement in the lead process of Microsoft Dynamics CRM."
"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."
"The product is very old."
"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."
"The product must provide modules for operations management."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"Lacks the ability to deploy custom code for customization."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"Oracle Service Cloud could improve the integration for older platforms."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"There is room for improvement in pricing."
"The documentation could be improved."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"Salesforce Service Cloud's report functionality could be improved."
"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 integrations with other solutions can be improved."