We performed a comparison between Microsoft Dynamics CRM and Salesforce Service Cloud 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 is its ease of use."
"Integration with other Microsoft tools is a good feature of Microsoft Dynamics CRM."
"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."
"Microsoft Dynamics CRM brings the most value in terms of its ease of implementation."
"The initial setup is pretty straightforward."
"This is a scalable solution."
"Microsoft Dynamics CRM is a stable solution."
"The solution is stable."
"It's a cloud tool, so it is easy to set up."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The complexity of the solution is very less."
"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."
"It is a stable product."
"The most valuable feature of the solution is the traceability of actions."
"The interface is quite user-friendly."
"Overall, the solution could be made to be more user friendly."
"It lacks to provide a more detailed profile of the customer, which would have been better and more useful."
"When it comes to any necessary changes or updates, we have issues. It is not very agnostic in terms of working with other platforms. A lot of data transformation had to be done internally in order to send it to various systems."
"Microsoft Dynamics CRM's customer support could be improved as tickets usually take a long time to resolve."
"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 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."
"Microsoft Dynamics CRM could improve by making the ports and dashboards more intuitive using Microsoft Azure analytical features. Compared to Salesforce and other partners, the dashboards in Microsoft Dynamics CRM are less intuitive."
"This CRM system needs to be more configurable. Its performance still needs improvement, because its screens hang while querying data. It's also not highly scalable, so scalability also needs improvement."
"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
"The integrations with other solutions can be improved."
"There is room for improvement in pricing."
"The solution’s user interface could be improved and enhanced."
"The solution’s user interface could be improved."
"The documentation could be improved."
"The main concern for me revolves around the speed of certain integrations."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 68 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 42 reviews. Microsoft Dynamics CRM is rated 7.6, while Salesforce Service Cloud is rated 8.6. The top reviewer of Microsoft Dynamics CRM writes "Intuitive APIs, customizable design, but dashboards could improve". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Microsoft Dynamics CRM is most compared with Salesforce Sales Cloud, SAP CRM, ServiceNow, Siebel CRM and Freshdesk, whereas Salesforce Service Cloud is most compared with ServiceNow, JIRA Service Management, Vlocity, BSI and Oracle Fusion Service. See our Microsoft Dynamics CRM vs. Salesforce Service Cloud report.
See our list of best CRM Customer Engagement Centers vendors.
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