Freshdesk vs Microsoft Dynamics CRM vs Salesforce Service Cloud comparison

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Freshworks Logo
232 views|129 comparisons
93% willing to recommend
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708 views|695 comparisons
92% willing to recommend
Salesforce Logo
622 views|534 comparisons
94% willing to recommend
Comparison Buyer's Guide
Executive Summary

We performed a comparison between Freshdesk, Microsoft Dynamics CRM, and Salesforce Service Cloud based on real PeerSpot user reviews.

Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management.
To learn more, read our detailed Customer Experience Management Report (Updated: April 2024).
768,740 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before.""It generated reports for us, which helped us identify the status of requests and the aging of requests.""Technical support is outstanding.""Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.""Omnichannel is one of the most valuable features of the solution.""The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier.""It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base.""Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."

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"Dynamics is easy to use. There are several fields I can filter.""It is good for sales and service maintenance. It has various integration tools.""Microsoft Dynamics CRM has a very nice UI, and is very easy to use. It's easy to install, has a lot of features, and provides good technical support.""I like the fact that I can keep track of everything I do in relation to my own job.""The solution is scalable.""The product is user-friendly.""It integrates well with other Microsoft products.""Integration with other Microsoft tools is a good feature of Microsoft Dynamics CRM."

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"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 three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians.""The complexity of the solution is very less.""It's a cloud tool, so it is easy to set up.""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 most valuable feature of Salesforce Service Cloud is its ease of use.""The plug-ins that work with other standard systems have made the product industry-ready."

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Cons
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses.""There are some restrictions where you need automation and sometimes there is just no way to achieve what you need.""Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us.""There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with.""I would like on-the-go translation,""Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions.""I would like to see a little bit more color in the solution.""It should enhance its service and its reporting capabilities."

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"Technical support could be faster and more responsive.""The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement. It was also more difficult to set up the solution, so its setup could still be improved. What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done.""Microsoft Dynamics CRM's customer support could be improved as tickets usually take a long time to resolve.""The integration capability with other systems could be improved, particularly the Lead Generation system.""The price of Microsoft Dynamics CRM could improve.""I am happy with it. If anything, its interface could be improved.""The solution should improve the user experience in the process of creating and activating offers.""The solution could improve by having better integration documentation."

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"The integrations with other solutions can be improved.""The pricing for what Salesforce Service Cloud offers is not great.""The main concern for me revolves around the speed of certain integrations.""There is room for improvement in pricing.""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.""Salesforce Service Cloud's report functionality could be improved.""The pricing of the solution can be made cheaper.""The documentation could be improved."

More Salesforce Service Cloud Cons →

Pricing and Cost Advice
  • "It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
  • "The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
  • "The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
  • "We use a licensing model only so we pay for the number of agents we have configured in the system only."
  • "Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
  • "We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
  • "It is costly."
  • "The pricing is pretty manageable and acceptable."
  • More Freshdesk 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 →

  • "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."
  • "The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."
  • More Salesforce Service Cloud Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer… more »
    Top Answer:I would like to see improvements in the account management aspect, having a customer portal for better visibility into… more »
    Top Answer:I use Freshdesk to manage IT support tickets for our team of 15 IT professionals across multiple countries. It has been… more »
    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 product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product.
    Top Answer:The product's high price is an area of concern where improvements are required. There are some imperfections in the… more »
    Top Answer:I use the solution in my company to follow up on opportunities and activities. I use the CRM part to open up new… more »
    Ranking
    Views
    232
    Comparisons
    129
    Reviews
    10
    Average Words per Review
    629
    Rating
    8.1
    Views
    708
    Comparisons
    695
    Reviews
    37
    Average Words per Review
    405
    Rating
    7.6
    Views
    622
    Comparisons
    534
    Reviews
    12
    Average Words per Review
    449
    Rating
    8.3
    Comparisons
    Also Known As
    Dynamics CRM, MS Dynamics CRM
    Service Cloud
    Learn More
    Overview

    Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

    The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers. 

    Freshdesk Features and Benefits

    Some of the solution's top features and benefits include:

    • Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.
    • Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.
    • Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.
    • Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.
    • Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

      With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.
    • Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.

    • Integration: Freshdesk’s open API can be used to integrate the solution with multiple  third-party systems. 
    • Comprehensive security: Freshdesk’s security features allow you to:

      • Set custom access permissions for agents.
      • Perform comprehensive audits of networks and systems.
      • Secure your own support domain or vanity URL with custom SSL certificates.
      • Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
      • Set up SSO scripts for credential authentication.

    Reviews from Real Users

    Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

    Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

    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.

    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
    Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
    Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
    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
    Retailer21%
    Computer Software Company21%
    Comms Service Provider11%
    Financial Services Firm11%
    VISITORS READING REVIEWS
    Computer Software Company23%
    Media Company6%
    Real Estate/Law Firm6%
    Retailer6%
    REVIEWERS
    Computer Software Company29%
    Financial Services Firm19%
    Manufacturing Company10%
    Comms Service Provider6%
    VISITORS READING REVIEWS
    Computer Software Company15%
    Government10%
    Financial Services Firm10%
    Manufacturing Company7%
    REVIEWERS
    Manufacturing Company32%
    Marketing Services Firm11%
    Renewables & Environment Company11%
    Comms Service Provider11%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Educational Organization14%
    Financial Services Firm12%
    Manufacturing Company8%
    Company Size
    REVIEWERS
    Small Business59%
    Midsize Enterprise14%
    Large Enterprise28%
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise16%
    Large Enterprise56%
    REVIEWERS
    Small Business52%
    Midsize Enterprise28%
    Large Enterprise20%
    VISITORS READING REVIEWS
    Small Business26%
    Midsize Enterprise16%
    Large Enterprise58%
    REVIEWERS
    Small Business29%
    Midsize Enterprise29%
    Large Enterprise41%
    VISITORS READING REVIEWS
    Small Business19%
    Midsize Enterprise25%
    Large Enterprise56%
    Buyer's Guide
    Customer Experience Management
    April 2024
    Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management. Updated: April 2024.
    768,740 professionals have used our research since 2012.