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, Oracle and others in CRM Customer Engagement Centers."Microsoft Dynamics CRM has plenty of valuable features."
"Technical support is completely good."
"The history of engagement with our customers, including all conversations, has been most valuable when using this solution."
"Microsoft Dynamics CRM has the same features as Salesforce CRM, but what I like about the solution is that it's customizable. It's also one of the top-rated CRMs in the market. I also like that the coverage system of Microsoft Dynamics CRM is very, very broad, which means you can do a lot with it versus what you can do with Salesforce CRM."
"The solution is versatile and customizable."
"One of the most useful features is we can configure Microsoft Dynamics CRM in the way that we need. This is configurable."
"The solution is stable."
"Microsoft Dynamics CRM has good integration with the Microsoft Stack of solutions. However, the Salesforce ecosystem is stronger."
"The solution's initial setup process is easy."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"ServiceNow provides quite good insights about what is happening in the organization."
"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"We have found the service easy to use, although, we have ended up customising a lot of parameters."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"The manufacturing module could be improved. I would like to see customization in the next release."
"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 can improve the integration with the other system. If they have more flexibility to connect with another system it will be more effective."
"Overall, the solution could be made to be more user friendly."
"The solution should improve the user experience in the process of creating and activating offers."
"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 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."
"It could be less complicated for smaller organizations."
"They could improve license management, particularly when integrating different applications or toolsets."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"One thing I don't care for is the reporting and the way it functions."
"The interface is not user-friendly."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"I have a problem with the way the solution's price is calculated."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
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 212 reviews. Microsoft Dynamics CRM is rated 7.8, 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.
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