Microsoft Dynamics CRM vs Oracle Fusion Service vs Salesforce Service Cloud comparison

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Executive Summary

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.
To learn more, read our detailed CRM Customer Engagement Centers Report (Updated: March 2024).
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Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

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"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."

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"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."

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Cons
"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."

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"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."

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"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."

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Pricing and Cost Advice
  • "We have to buy a separate license in order to implement the social listening feature."
  • "It's kind of pricey. It's about $50 or $60 per user."
  • "I am not the person who pays for Microsoft Dynamics CRM but it is expensive. I have been using Microsoft Azure, which Microsoft Dynamics CRM is built on, and I know we prepaid for the services. For me as a consumer, I do not think I can afford it, mainly because I am only learning how to use the AI and the rate which they charge is high. In general, Microsoft solutions are expensive and this is most likely due to the brand, this is something you expect. However, the price might be high but you receive a highly secure solution."
  • "There is a license required to use Microsoft Dynamics CRM."
  • "The price of the solution is good but could be cheaper."
  • "We have a three-year ELA with all our Microsoft solutions and often we had to do a true-up which was approximately $1,000,000. Additionally, we pay approximately $2,500 a month for support."
  • "Pricing for this software could be cheaper."
  • "The solution is open source and is free. However, it does require a Dynamics 365 subscription."
  • More Microsoft Dynamics CRM Pricing and Cost Advice →

  • "This is definitely an expensive product compared to others on the market."
  • "Licensing fees are on the higher end and I rate them an eight out of ten."
  • "Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."
  • "Oracle Fusion Service is more expensive than Workday."
  • "There are no extra licenses, everything is included in the subscription, and the price is fixed."
  • "The product has average pricing."
  • "Oracle Fusion Service is a cheap and flexible solution."
  • More Oracle Fusion Service Pricing and Cost Advice →

  • "I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
  • "Salesforce is not a cheap product. It can be expensive."
  • "The price is too expensive."
  • "We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
  • "The tool is pretty expensive."
  • "The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
  • More Salesforce Service Cloud Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.
    Top Answer:The solution should improve the user experience in the process of creating and activating offers. Sometimes, the process… more »
    Top Answer:We use Microsoft Dynamics CRM to control sales advancements in our company.
    Top Answer:The most valuable feature of the solution is that customers can easily understand it.
    Top Answer:The solution’s reporting could be improved.
    Top Answer:I used the solution for general ledger, accounts payable, accounts receivable, and indirect tax. Currently, I am working… more »
    Top Answer:The tool is pretty expensive. We are spending a huge amount. I rate the pricing a nine out of ten.
    Top Answer:The documentation could be improved. Salesforce must provide a place to store certain categories of documentation.
    Top Answer:We use the product for our client database. We also use it to forecast a few deals due for closure in the coming… more »
    Ranking
    Views
    709
    Comparisons
    687
    Reviews
    38
    Average Words per Review
    408
    Rating
    7.6
    Views
    409
    Comparisons
    190
    Reviews
    12
    Average Words per Review
    401
    Rating
    8.1
    Views
    625
    Comparisons
    533
    Reviews
    11
    Average Words per Review
    435
    Rating
    8.5
    Comparisons
    Also Known As
    Dynamics CRM, MS Dynamics CRM
    Oracle Service Cloud, Oracle RightNow
    Service Cloud
    Learn More
    Overview

    Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.

    One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.

    In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.

    Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.

    Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

    Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

    Sample Customers
    Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
    Pacifico Seguros Generales, Elsevier B.V., Madison Area Technical College, Bigtree Entertainment, Pvt. Ltd., HM Land Registry, Walmart Stores Inc., MakeMyTrip Ltd., Orbitz Worldwide LLC, Big Fish Games Inc.
    Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
    Top Industries
    REVIEWERS
    Computer Software Company29%
    Financial Services Firm19%
    Manufacturing Company10%
    Comms Service Provider6%
    VISITORS READING REVIEWS
    Computer Software Company15%
    Government11%
    Financial Services Firm10%
    Manufacturing Company7%
    REVIEWERS
    Marketing Services Firm14%
    Comms Service Provider14%
    Pharma/Biotech Company7%
    Manufacturing Company7%
    VISITORS READING REVIEWS
    Educational Organization75%
    Financial Services Firm4%
    Computer Software Company3%
    Manufacturing Company2%
    REVIEWERS
    Manufacturing Company33%
    Marketing Services Firm11%
    Computer Software Company11%
    Comms Service Provider11%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Educational Organization15%
    Financial Services Firm10%
    Manufacturing Company8%
    Company Size
    REVIEWERS
    Small Business52%
    Midsize Enterprise28%
    Large Enterprise20%
    VISITORS READING REVIEWS
    Small Business26%
    Midsize Enterprise16%
    Large Enterprise58%
    REVIEWERS
    Small Business32%
    Midsize Enterprise18%
    Large Enterprise50%
    VISITORS READING REVIEWS
    Small Business7%
    Midsize Enterprise77%
    Large Enterprise17%
    REVIEWERS
    Small Business31%
    Midsize Enterprise28%
    Large Enterprise41%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise25%
    Large Enterprise56%
    Buyer's Guide
    CRM Customer Engagement Centers
    March 2024
    Find out what your peers are saying about Microsoft, Salesforce, Zendesk and others in CRM Customer Engagement Centers. Updated: March 2024.
    765,386 professionals have used our research since 2012.