Microsoft Dynamics CRM vs Oracle Fusion Service comparison

Microsoft and Oracle are both solutions in the CRM category. Microsoft is ranked #2 with an average rating of 8.3, while Oracle is ranked #15 with an average rating of 8.3. Microsoft holds a 2.5% mindshare in CRM, compared to Oracle’s 0.9% mindshare. Additionally, 93% of Microsoft users are willing to recommend the solution, compared to 91% of Oracle users who would recommend it.

Microsoft Dynamics CRM

Read 79 Microsoft Dynamics CRM reviews

6,034 Views
3,862 Comparison Views

93% willing to recommend

Oracle Fusion Service

Read 35 Oracle Fusion Service reviews

1,693 Views
1,202 Comparison Views

91% willing to recommend

Microsoft Dynamics CRM

Oracle Fusion Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 2, 2025

Oracle Fusion Service and Microsoft Dynamics CRM compete in the CRM platform category. Based on overall features and user integration, Microsoft Dynamics CRM seems to have a slight edge with its strong integration with Microsoft products and user-friendly interface.

Features: Oracle Fusion Service features a comprehensive omni-channel suite supporting customer communication through modes like chat, SLA, and social monitoring, making it ideal for incident management. It offers tools such as proactive chat and customer portals. Microsoft Dynamics CRM excels with easy customization, a mobile sales app, and its seamless integration with other Microsoft tools, enabling effective management of sales and customer interactions.

Room for Improvement: Oracle Fusion Service could enhance its customization for B2B markets, integration capabilities, and improve its mobile application. Users also seek improved user experience and business rule construction. Microsoft Dynamics CRM's user interface could be more intuitive, and better integration with third-party applications and its customization can improve cost efficiency. Users request more advanced reporting and a streamlined approval process.

Ease of Deployment and Customer Service: Both platforms offer flexible deployment options across different cloud environments. Oracle supports more common on-premise deployments and has strong customer support, although it requires improvements in response time and technical knowledge. Microsoft Dynamics CRM benefits from integration with Microsoft cloud services, though users desire faster support response and more intuitive support processes.

Pricing and ROI: Oracle Fusion Service is considered expensive, with costs tied to usage. Nevertheless, it offers significant ROI through reduced process times and maintenance efficiency. Microsoft Dynamics CRM generally appears less costly, often providing good value, particularly for companies within the Microsoft ecosystem, although it can still be priced on the higher side for smaller businesses. Both platforms enhance customer experience and operational efficiency, promising favorable ROI outcomes.

To learn more, read our detailed Microsoft Dynamics CRM vs. Oracle Fusion Service Report (Updated: December 2025).

Buyer's Guide

Microsoft Dynamics CRM vs. Oracle Fusion Service

December 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

ROI

Sentiment score

7.1

Microsoft Dynamics CRM enhances operations and efficiency, outweighing high costs with improved sales, automation, and data collection.

Sentiment score

6.9

Oracle Fusion Service boosts ROI by 30% through tailored payments, efficiency, loyalty, and streamlined operations, despite some unquantified returns.

I recommend that those considering Microsoft Dynamics CRM conduct an ROI exercise to determine scalability and complex business needs because it is indeed a fantastic tool, especially if Microsoft can provide a better commercial model, which can significantly impact cost-effectiveness.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Microsoft Dynamics CRM report

Within CRM, I have worked on B2C service and sales extensively.

Dhivakar I

Consultant at Deloitte

For more quotes and insights, download the Oracle Fusion Service report

Customer Service

Sentiment score

5.6

Microsoft Dynamics CRM service receives mixed reviews; praised for responsiveness but criticized for delays and varying technical expertise.

Sentiment score

5.6

Oracle Fusion Service offers good support, hindered by inconsistency, but escalations often enhance service quality and response time.

I would rate customer support as ten out of ten.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

While the support operates within their standard SLA, it can be difficult to speak directly with someone over the phone.

Darrin Murray

Head of Digital Transformation at Simplified Consulting

Sometimes the technical support for Microsoft Dynamics CRM is not qualified enough, and in some situations, we know the tool better than they do.

Cristina Kluger

Head Of Development at Aleman Software Group

For more quotes and insights, download the Microsoft Dynamics CRM report

Sometimes the technical support is knowledgeable and helpful.

Dhivakar I

Consultant at Deloitte

Customer service varies as sometimes I receive a good response, and other times I need to escalate issues and involve engineers from Oracle in an OWC session.

MahaboobPasha

Solutions Architect at Western Digital

For more quotes and insights, download the Oracle Fusion Service report

Scalability Issues

Sentiment score

7.4

Microsoft Dynamics CRM offers strong scalability and adaptability, despite challenges with customization and costs, enhancing sales and marketing departments.

Sentiment score

8.3

Oracle Fusion Service efficiently scales from small teams to large enterprises, supporting diverse operational needs across locations.

Microsoft Dynamics CRM is highly scalable, rated at ten, even fifteen out of ten.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

I would give it a ten out of ten for scalability.

Darrin Murray

Head of Digital Transformation at Simplified Consulting

Microsoft Dynamics CRM is scalable; it's easy to scale, but when customizations become extensive, maintainability can become challenging.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Microsoft Dynamics CRM report

Initially, we had ten ERPs, and I have added more since.

MahaboobPasha

Solutions Architect at Western Digital

Regarding scalability, the solution provides useful configurations that clients can utilize effectively.

Dhivakar I

Consultant at Deloitte

For more quotes and insights, download the Oracle Fusion Service report

Stability Issues

Sentiment score

7.8

Microsoft Dynamics CRM is stable and reliable, handling workloads well, with Azure integration enhancing resilience despite occasional peak load issues.

Sentiment score

8.0

Oracle Fusion Service is highly stable, achieving 90% uptime with minor outages, rated 8-9/10 by organizations.

I would rate it ten out of ten.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

There have been instances where issues with Microsoft Azure have affected Dynamics due to the infrastructure layer.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Microsoft Dynamics CRM report

If work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up.

Dhivakar I

Consultant at Deloitte

For more quotes and insights, download the Oracle Fusion Service report

Room For Improvement

Microsoft Dynamics CRM needs better integration, user-friendliness, expanded AI, customization, and cost-effective options for small business adaptability.

Oracle Fusion Service needs enhancements in B2B customization, UI/UX, technical support, and improving mobile application functionality and attractiveness.

More use-case-oriented material should be provided to help users and implementers learn how to do more, faster.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

Microsoft Dynamics CRM needs improvement in simplifying the setup and configuration process, which can be relatively complex when we want all features to work properly.

Darrin Murray

Head of Digital Transformation at Simplified Consulting

Microsoft Dynamics CRM doesn't provide solutions that allow you to transform easily if you have a heterogeneous mix of technologies or if your contact center is on analog and you try to digitize it.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Microsoft Dynamics CRM report

When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.

MahaboobPasha

Solutions Architect at Western Digital

Simpler integration capabilities.

Prasan Edirisinghe

Associate Architect-Technology at Virtusa Global

It is currently restricted to Groovy scripting.

Dhivakar I

Consultant at Deloitte

For more quotes and insights, download the Oracle Fusion Service report

Setup Cost

Microsoft Dynamics CRM is considered pricey, with flexible licensing but possible high costs for small to medium businesses.

Oracle Fusion Service is costly with variable pricing, depending on users, data, integrations, and geographical location.

The pricing of Microsoft Dynamics CRM can be complex due to Microsoft's complicated licensing model.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

Microsoft Dynamics CRM costs about $110 to $115 per user per month, following a recent price increase.

Darrin Murray

Head of Digital Transformation at Simplified Consulting

Although it is a good tool, it is costly.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Microsoft Dynamics CRM report

Regarding licensing cost, according to each country's conditions, for Egypt, it's so expensive.

GeorgeShokry

Oracle HCM Manager at PwC

I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.

MahaboobPasha

Solutions Architect at Western Digital

For more quotes and insights, download the Oracle Fusion Service report

Valuable Features

Microsoft Dynamics CRM offers customizable, user-friendly features with seamless Microsoft integration, robust security, and enhances customer management and operational efficiency.

Oracle Fusion Service enhances customer engagement with omni-channel communication, AI tools, and scalable cloud-based architecture for seamless integration.

The backend storage integrates seamlessly with OneDrive, and the solution offers robust security features, including Azure integration, two-factor authentication (2FA), and comprehensive audit trails.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

The CRM is very fast, which is the most important aspect, and it's very handy.

reviewer2035074

Data Scientist at a financial services firm with 11-50 employees

The most valuable feature of Microsoft Dynamics CRM is its integration with Outlook and other Microsoft products like Microsoft 365, which includes emails, Teams, and SharePoint.

Darrin Murray

Head of Digital Transformation at Simplified Consulting

For more quotes and insights, download the Microsoft Dynamics CRM report

The company has invested in ERP Cloud, and the seeded APIs and VIP features allow for customization using Groovy script.

MahaboobPasha

Solutions Architect at Western Digital

Based on utilizing Groovy scripts and JavaScript, we can integrate with other external systems.

Dhivakar I

Consultant at Deloitte

For HCM, it makes the life of users easier for self-service, payroll run, and applying tax according to the country, where different tax laws according to the country are very easy in Fusion.

GeorgeShokry

Oracle HCM Manager at PwC

For more quotes and insights, download the Oracle Fusion Service report

Categories and Ranking

Microsoft Dynamics CRM

Ranking in CRM Customer Engagement Centers

1st

Ranking in CRM

2nd

Ranking in Marketing Management

2nd

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Local Government CRM (1st), Sales Force Automation (2nd)

Oracle Fusion Service

Ranking in CRM Customer Engagement Centers

5th

Ranking in CRM

15th

Ranking in Marketing Management

7th

Average Rating

8.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2026, in the CRM category, the mindshare of Microsoft Dynamics CRM is 2.5%, down from 12.5% compared to the previous year. The mindshare of Oracle Fusion Service is 0.9%, down from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Microsoft Dynamics CRM	2.5%
Oracle Fusion Service	0.9%
Other	96.6%

CRM

Featured Reviews

NavinJacob

Chief Digital Officer at Cipher7

Has enabled seamless integration across platforms while supporting advanced analytics for customer insights

Microsoft Dynamics CRM doesn't provide solutions that allow you to transform easily if you have a heterogeneous mix of technologies or if your contact center is on analog and you try to digitize it. A lot of custom work is needed if you have to integrate heterogeneous technologies with the Microsoft suite, but if you are using the Microsoft suite, then it's quite seamless. Microsoft Dynamics CRM should add commercial models that allow smaller companies to use it because it can get pretty expensive. Better commercial options for smaller implementations may be helpful. There should be commercial options for smaller companies, as the overheads and costs of Dynamics can be quite high.

Read full review

Dhivakar I

Consultant at Deloitte

Have faced persistent configuration issues and performance delays that slow down large workflows

From a developer's perspective, it could be more open for programming language configurations. It is currently restricted to Groovy scripting. While UI and UX designs are open to JavaScript configurations, there are restrictions on certain functions that can be used. The solution could be enhanced to better serve customers when dealing with complex programs. The customer's websites face issues with loading properly, and response time gets longer when implementing larger workflows. This could be improved to achieve lower response times even with larger workflows involving multiple system integrations and complex architecture. The agent decay capabilities need improvement in future releases. Currently, there are some agent decay configurations available for developers to implement, but this area needs enhancement. Performance issues exist in the Sandbox area. The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up. This has caused significant rework and effort multiple times. Technical support can be challenging to work with. When facing product-related issues or configuration problems, the support experience varies. Sometimes the technical support is knowledgeable and helpful, but often they redirect problems elsewhere and cause delays in resolution.

Read full review

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Top Industries

By visitors reading reviews

Financial Services Firm

10%

Computer Software Company

10%

Manufacturing Company

Government

Manufacturing Company

11%

Financial Services Firm

10%

Computer Software Company

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	41
Midsize Enterprise	22
Large Enterprise	19

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	6
Large Enterprise	22

Questions from the Community

What do you like most about Microsoft Dynamics CRM?

The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.

See all answers

What needs improvement with Microsoft Dynamics CRM?

See all answers

What is your primary use case for Microsoft Dynamics CRM?

I have been working with Microsoft Dynamics CRM for five or six years for various customers. I work with CRM and some amount of Microsoft communication server to integrate it. I focus on the area o...

See all answers

What do you like most about Oracle Service Cloud?

The solution is easy to learn.

See all answers

What needs improvement with Oracle Service Cloud?

Oracle Fusion Service has many challenges, as it's not easy in customization and for adding features; there's no access for the database directly. For example, we cannot create a database link. We ...

See all answers

What is your primary use case for Oracle Service Cloud?

The typical use cases for Oracle Fusion Service involve many products and services such as HCM, Supply Chain, Finance, and Fixed Assets.

See all answers

Comparisons

SAP CRM vs Microsoft Dynamics CRM

Compared 18% of the time

ServiceNow vs Microsoft Dynamics CRM

Compared 13% of the time

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 8% of the time

Salesforce Service Cloud vs Microsoft Dynamics CRM

Compared 7% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 4% of the time

More Microsoft Dynamics CRM Competitors

Siebel CRM vs Oracle Fusion Service

Compared 11% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 8% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 8% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 6% of the time

ServiceNow Customer Service Management vs Oracle Fusion Service

Compared 5% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics CRM

December 2025

Download Microsoft Dynamics CRM product report

Buyer's Guide

Oracle Fusion Service

December 2025

Download Oracle Fusion Service product report

Also Known As

Dynamics CRM, MS Dynamics CRM

Oracle Service Cloud, Oracle RightNow

Overview

Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.

One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.

In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.

Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.

Microsoft

Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

Oracle

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.

Pacifico Seguros Generales, Elsevier B.V., Madison Area Technical College, Bigtree Entertainment, Pvt. Ltd., HM Land Registry, Walmart Stores Inc., MakeMyTrip Ltd., Orbitz Worldwide LLC, Big Fish Games Inc.

Buyer's Guide

Microsoft Dynamics CRM vs. Oracle Fusion Service

December 2025

Free Report: Microsoft Dynamics CRM vs. Oracle Fusion Service

Find out what your peers are saying about Microsoft Dynamics CRM vs. Oracle Fusion Service and other solutions. Updated: December 2025.

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We monitor all CRM 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.