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 solution's return on investment is worth it."
"The solution is stable."
"The initial setup is pretty straightforward."
"The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports."
"Microsoft Dynamics CRM has plenty of valuable features."
"The most valuable features of Microsoft Dynamics CRM are its easy operations and functionality."
"The most valuable feature in Microsoft Dynamics CRM is funneling."
"This is a scalable solution."
"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."
"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."
"Overall, the solution could be made to be more user friendly."
"The performance could be improved."
"I have contacted support. They are able to help but not in the right amount of time. I have had a horrible experience."
"Dynamic's management could be improved. The tech management should have better technical capabilities."
"We would like to see the tech support for this product improved, at present we are frequently waiting for a couple of days before we receive any response."
"The integration capability with other systems could be improved, particularly the Lead Generation system."
"Microsoft Dynamics CRM could improve by being more user-friendly."
"The product is very old."
"The price could be better. ServiceNow should price products more reasonably."
"The product's AI feature should be improved."
"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 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 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."
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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 Genesys Cloud CX and SAP Service Cloud. See our Microsoft Dynamics CRM vs. ServiceNow Customer Service Management report.
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We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.