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."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."
"One of the most useful features is we can configure Microsoft Dynamics CRM in the way that we need. This is configurable."
"The stability is excellent."
"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 features of Microsoft Dynamics CRM are all the filters and possible reports."
"The solution is scalable."
"The product is user-friendly."
"Dynamics is easy to use. There are several fields I can filter."
"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."
"The interface is quite user-friendly."
"We use Salesforce Service Cloud for lead management and opportunity management."
"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."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"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."
"Better integration would be an improvement."
"The manufacturing module could be improved. I would like to see customization in the next release."
"Sometimes Microsoft's support can be difficult to contact, and it can take a while to get a response to a ticket."
"The price of Microsoft Dynamics CRM could improve."
"The solution could improve by having better integration documentation."
"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 making it easier to export data to SharePoint because most of our customers use SharePoint. They have to log into a Microsoft environment platform from their SharePoint for access should be made easier. Additionally, if the customer portal was enhanced for it to be customized it would be a benefit."
"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."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The pricing for what Salesforce Service Cloud offers is not great."
"The documentation could be improved."
"The main concern for me revolves around the speed of certain integrations."
"The pricing of the solution can be made cheaper."
"The integrations with other solutions can 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 should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 43 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 11 reviews. Microsoft Dynamics CRM is rated 7.6, 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 "Helped address customer complaints and aligned my company with the industry's best practices". Microsoft Dynamics CRM is most compared with ServiceNow, SAP CRM, Salesforce Sales Cloud, Siebel CRM and Adobe Campaign, whereas Salesforce Service Cloud is most compared with ServiceNow, Vlocity, JIRA Service Management, BSI and SAP Service Cloud. See our Microsoft Dynamics CRM vs. Salesforce Service Cloud report.
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