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 solution is versatile and customizable."
"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."
"The initial setup is very easy."
"The solution is scalable."
"The solution's return on investment is worth it."
"The most valuable features of Microsoft Dynamics CRM are its easy operations and functionality."
"I have used many Microsoft solutions and I am comfortable using the solution. Additionally, it is secure."
"Right now we're using the financial features, and we haven't tried the inventory. It's useful more on the financial side."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"It is a stable product."
"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."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The product's initial setup phase was straightforward."
"The complexity of the solution is very less."
"There is an out-of-the-box feature for reporting and analytics"
"The overall price of Microsoft Dynamics CRM could improve."
"Sometimes Microsoft's support can be difficult to contact, and it can take a while to get a response to a ticket."
"From my experience, the solution's tech support could improve with a quicker response time."
"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 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."
"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."
"The solution could improve by having better integration documentation."
"It is difficult to qualify opportunity in Microsoft Dynamics CRM."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"There is room for improvement in pricing."
"The pricing of the solution can be made cheaper."
"Salesforce Service Cloud's report functionality could be improved."
"The main concern for me revolves around the speed of certain integrations."
"The solution’s user interface could be improved and enhanced."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"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 43 reviews. Microsoft Dynamics CRM is rated 7.8, 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 Oracle CRM, whereas Salesforce Service Cloud is most compared with ServiceNow, JIRA Service Management, Vlocity, BSI and BMC Helix ITSM. See our Microsoft Dynamics CRM vs. Salesforce Service Cloud 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.