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."The most valuable feature of Microsoft Dynamics CRM has to be its interface...Microsoft Dynamics CRM has a user-friendly platform."
"The most valuable feature is that because this solution uses the cloud, you only have to install it and allocate it to a user, making it quite easy to use."
"Right now we're using the financial features, and we haven't tried the inventory. It's useful more on the financial side."
"Microsoft Dynamics CRM has good integration with the Microsoft Stack of solutions. However, the Salesforce ecosystem is stronger."
"Microsoft Dynamics CRM is a comprehensive solution and is well-integrated into other Microsoft solutions, including ERP solutions. Additionally, it is feature-rich."
"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."
"I like that Microsoft Dynamics CRM works, and it's been okay. I like that it is a stable solution. My main reason for using it is that it is stable and meets our requirements from a functionality point of view."
"Technical support is completely good."
"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 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."
"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."
"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."
"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."
"A built-in automation engine to automate parts of workflows would be beneficial. That's the feature I'd be most happy to see expanded. It's currently tagged as simple automation, but I'd love some predictive capability."
"Microsoft Dynamics CRM's customer support could be improved as tickets usually take a long time to resolve."
"The UI could definitely be improved."
"Microsoft Dynamics CRM can improve by having integration with Slack. Additionally, the solution is incomplete, and we must use other solutions to fulfill our needs."
"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."
"In terms of the performance, when it comes to loading a large volume of data, it's slow at times, so the system could be optimized."
"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 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 product's AI feature should be improved."
"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."
"The price could be better. ServiceNow should price products more reasonably."
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Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 69 reviews while ServiceNow Customer Service Management is ranked 5th in CRM Customer Engagement Centers with 6 reviews. Microsoft Dynamics CRM is rated 7.8, 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 Genesys Cloud CX and SAP Service Cloud. See our Microsoft Dynamics CRM vs. ServiceNow Customer Service Management report.
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