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, ServiceNow and others in CRM Customer Engagement Centers."Microsoft Dynamics CRM has good integration with the Microsoft Stack of solutions. However, the Salesforce ecosystem is stronger."
"It integrates well with other Microsoft products."
"The most valuable feature is the reporting tab."
"The most valuable feature of Microsoft Dynamics CRM is that it is a low-code platform and we can perform business process management."
"Microsoft Dynamics CRM has plenty of valuable features."
"The product is user-friendly."
"The most valuable features of Microsoft Dynamics CRM are its easy operations and functionality."
"The history of engagement with our customers, including all conversations, has been most valuable when using this solution."
"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"The solution's initial setup process is easy."
"ServiceNow was the first true enterprise to service management platform."
"ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform."
"The solution has very good automation tools."
"We have found the service easy to use, although, we have ended up customising a lot of parameters."
"Change management is most valuable."
"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."
"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."
"Sometimes Microsoft's support can be difficult to contact, and it can take a while to get a response to a ticket."
"The solution's interface has room for improvement."
"Overall, the solution could be made to be more user friendly."
"They should work on improving the solution's scalability."
"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."
"I am happy with it. If anything, its interface could be improved."
"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."
"The visuals are the one area where there is opportunity for improvement."
"One thing I don't care for is the reporting and the way it functions."
"ServiceNow's mobile app should be seamless and it is not right now."
"The product’s standard user experience is not the best."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."
"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."
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 210 reviews. Microsoft Dynamics CRM is rated 7.6, 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.
