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 is stable."
"Integration with other Microsoft tools is a good feature of Microsoft Dynamics CRM."
"The most valuable feature of Microsoft Dynamics CRM is that it is a low-code platform and we can perform business process management."
"The product is user-friendly."
"Microsoft Dynamics is user-friendly and intuitive. It's easy to understand how it works."
"The support is brilliant. All OEMs are pretty helpful."
"Microsoft Dynamics CRM brings the most value in terms of its ease of implementation."
"Microsoft Dynamics CRM is easy to use, the UI is very good, and it has many capabilities."
"The tool's most valuable feature is the service portal."
"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."
"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."
"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."
"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 overall price of Microsoft Dynamics CRM could improve."
"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."
"From my experience, the solution's tech support could improve with a quicker response time."
"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."
"The solution's interface has room for improvement."
"The manufacturing module could be improved. I would like to see customization in the next release."
"It would be better if it were more secure."
"The product's AI feature should be improved."
"The price could be better. ServiceNow should price products more reasonably."
"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 lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."
"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."
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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 7.8, 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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