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4,077 views|3,421 comparisons
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52,747 views|33,749 comparisons
Featured Review
Find out what your peers are saying about Microsoft Dynamics CRM vs. ServiceNow and other solutions. Updated: November 2021.
554,586 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"I have used many Microsoft solutions and I am comfortable using the solution. Additionally, it is secure.""Technical support is completely good.""The stability is excellent.""Microsoft Dynamics CRM is easy to use, the UI is very good, and it has many capabilities.""One of the most useful features is we can configure Microsoft Dynamics CRM in the way that we need. This is configurable.""The initial setup is pretty straightforward.""Microsoft Dynamics CRM has plenty of valuable features."

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"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents.""I have found the workflows and integration the most valuable in this solution.""Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs.""It's a very low-code platform, and it's simple. The user experience is also really good.""The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows.""ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on.""It enables us to meet SLAs, track issues across the environment, and report those issues.""ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."

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Cons
"Dynamic's management could be improved. The tech management should have better technical capabilities.""Microsoft Dynamics CRM could improve by being more user-friendly and having a better design. I have used Service Desk and it is not user-friendly but this solution is worse. The graphical interface is not intuitive, you need someone to guide you or you will have difficulties navigating around to find the file you need. The data we are normally dealing with is boring enough and the interface could be more attractive and more exciting. The tabs and arrangement could be done better to be more user-friendly. Microsoft Excel, PowerPoint, and Word are fine and Microsoft should extend their user-friendliness and intuitiveness to Microsoft Dynamics.""The solution could improve by having better integration documentation.""If there was a bit more automation, specifically for marketing tasks, that would be ideal.""The installation was difficult. I'm not the person that implements the solution. However, to have the solution function in the correct way, the process can be difficult.""The mobile side of the product doesn't look that great right now."

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"The interface requires an upgrade.""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.""Service mapping could be less complicated.""They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more.""All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use.""It is annoying that ServiceNow keeps on changing back to Quebec every six months.""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.""Creating service catalog forms could be made easier."

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Pricing and Cost Advice
"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.""The price of the solution is good but could be cheaper.""There is a license required to use Microsoft Dynamics CRM."

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"We are happy with the pricing.""The licenses are expensive.""The setup cost is high compared to others, especially when the scope is not fixed.""I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware.""While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum.""It is very expensive because it is a big organization. You have to pay for additional things.""$230 per user.""For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."

More ServiceNow Pricing and Cost Advice »

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Questions from the Community
Top Answer: Microsoft Dynamics CRM has plenty of valuable features.
Top Answer: Dynamic's management could be improved. The tech management should have better technical capabilities.
Top Answer: Dynamics is a Customer Relationship Management (CRM) cloud solution. However, previously we mainly installed it on-premise for car dealers.
Top Answer: Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
Top Answer: For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise.
Top Answer: For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees.
Ranking
Views
4,077
Comparisons
3,421
Reviews
6
Average Words per Review
351
Rating
8.3
Views
52,747
Comparisons
33,749
Reviews
61
Average Words per Review
584
Rating
8.1
Comparisons
Also Known As
Dynamics CRM, MS Dynamics CRM
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Overview

Dynamics CRM is Microsoft's leading Customer Relationship Management solution. This solution allows organizations to nurture their relationships with their customers, to engage with these customers in the best way possible at all the right times, and to match customers to the correct products and services.

Dynamics CRM is one of the most effective sales and marketing tools around, because of its innovative and social-driven technology. The tool allows marketers and salespeople to communicate, interact and service customers in a smarter, personalized, and more insightful manner. And best of all is that this can all be done from any device, as Dynamics CRM is mobile-based, cloud-based and available on-premise. The tool also integrates with social media platforms, allowing for full social media capabilities and reporting.

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

IT Central Station users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

Offer
Learn more about Microsoft Dynamics CRM
Learn more about ServiceNow
Sample Customers
Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Top Industries
REVIEWERS
Financial Services Firm29%
Computer Software Company14%
Individual & Family Service14%
Insurance Company14%
VISITORS READING REVIEWS
Computer Software Company32%
Comms Service Provider21%
Government8%
Energy/Utilities Company5%
REVIEWERS
Financial Services Firm17%
Computer Software Company15%
Healthcare Company10%
Manufacturing Company10%
VISITORS READING REVIEWS
Computer Software Company30%
Comms Service Provider15%
Government8%
Financial Services Firm7%
Company Size
REVIEWERS
Small Business53%
Midsize Enterprise18%
Large Enterprise29%
REVIEWERS
Small Business19%
Midsize Enterprise13%
Large Enterprise68%
VISITORS READING REVIEWS
Small Business22%
Midsize Enterprise15%
Large Enterprise63%

Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 7 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 62 reviews. Microsoft Dynamics CRM is rated 8.4, while ServiceNow is rated 8.2. The top reviewer of Microsoft Dynamics CRM writes "Secure, good support, but graphical interface could improve". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". Microsoft Dynamics CRM is most compared with SAP CRM, Salesforce Service Cloud, Siebel CRM, Salesforce Marketing Cloud and Salesforce Sales Cloud, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft PowerApps, Pega BPM, ManageEngine ServiceDesk Plus 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.