We performed a comparison between Microsoft Dynamics CRM and ServiceNow Customer Service Management 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."I have used many Microsoft solutions and I am comfortable using the solution. Additionally, it is secure."
"The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports."
"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."
"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 product is user-friendly."
"The Outlook calendar has been very helpful for us."
"Microsoft Dynamics is user-friendly and intuitive. It's easy to understand how it works."
"The control that we have of a process and the ability to have everything recorded from the beginning to the end of the process have been the most valuable features."
"What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others."
"The tool's most valuable feature is the service portal."
"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."
"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."
"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."
"The UI could definitely be improved."
"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."
"Overall, the solution could be made to be more user friendly."
"From my experience, the solution's tech support could improve with a quicker response time."
"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."
"The performance could be improved."
"It lacks to provide a more detailed profile of the customer, which would have been better and more useful."
"The options for customizing Microsoft Dynamics CRM are very limited or highly complex."
"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."
"The product's AI feature should be improved."
"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."
"The price could be better. ServiceNow should price products more reasonably."
"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."
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Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 68 reviews while ServiceNow Customer Service Management is ranked 4th in CRM Customer Engagement Centers with 6 reviews. Microsoft Dynamics CRM is rated 7.6, while ServiceNow Customer Service Management 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 Customer Service Management writes "A stable tool to help manage infrastructures, deployments, and different products from different vendors". Microsoft Dynamics CRM is most compared with Salesforce Sales Cloud, SAP CRM, ServiceNow, Siebel CRM and monday.com, whereas ServiceNow Customer Service Management is most compared with SAP Service Cloud and Genesys Cloud CX. See our Microsoft Dynamics CRM vs. ServiceNow Customer Service Management report.
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