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, Zendesk and others in CRM Customer Engagement Centers."The most valuable feature of Microsoft Dynamics CRM is the campaign feature."
"Compared to other partners, the most valuable aspect of Microsoft Dynamics CRM is its intuitive APIs, which are customizable and allow for the addition of multiple parameters and attributes. This feature enhances the purpose call in our services. Additionally, the learning curve for contact center agents using Microsoft Dynamics CRM is shorter than with other solution providers. Finally, the commercial aspects of Microsoft Dynamics CRM are superior to those of other solution providers."
"When you have a vanilla, straightforward version, it is easy to use."
"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 way it effectively works with the array of other Microsoft tools, such as Azure, is valuable. It works very well with the use of data linking and things like that. Overall, it is a great overall tool to have an effective understanding of the transactional background of each of our customers."
"The product is user-friendly."
"Microsoft Dynamics is user-friendly and intuitive. It's easy to understand how it works."
"The most valuable feature of Microsoft Dynamics CRM is its ease of use."
"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."
"It has more extensive features as compared to the other competitors."
"It can scale well if you are managing IT assets."
"Data in reports and dashboards are easily accessible."
"Very good incident management, chain management and problem management features."
"It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers"
"The most valuable feature is the flexibility of development for customization."
"It allows us to filter the data, create graphs, and get detailed reports."
"The price of Microsoft Dynamics CRM could improve."
"One area for improvement in Microsoft Dynamics CRM is its end user feedback. It's still not that great compared to Salesforce. They also need to improve on the look and feel of the solution, because those are still slightly better on Salesforce."
"The overall price of Microsoft Dynamics CRM could improve."
"Microsoft Dynamics CRM is not that customizable, you can customize it, but a lot of it is still pre-built in a way that you have a lot of details in there that you don't need."
"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."
"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."
"Out of the box, the solution doesn't really have a desirable user experience. We have to set it up and customize it to meet our needs."
"Microsoft Dynamics CRM would be far superior if it had an analytical dashboard and AI-based systems."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"Integration capabilities can improve."
"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."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"The customization that we are doing for the needs of our organization are difficult to do and could be improved."
"ServiceNow doesn't cater to the Middle Eastern market."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"The solution’s user interface could be improved and given a better design."
Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 43 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 24 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 "Comprehensive IT service management with predefined processes, and seamless integration, empowering organizations to streamline workflows and enhance productivity". Microsoft Dynamics CRM is most compared with SAP CRM, Salesforce Sales Cloud, Siebel CRM, monday.com and Salesforce Service Cloud, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
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