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 8.1, while Oracle is ranked #10 with an average rating of 8.3. Microsoft holds a 11.5% mindshare in CRM, compared to Oracle’s 1.3% 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 78 Microsoft Dynamics CRM reviews

3,948 Views
3,846 Comparison Views

93% willing to recommend

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

1,094 Views
459 Comparison Views

91% willing to recommend

Microsoft Dynamics CRM

Oracle Fusion Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Jan 12, 2025

Oracle Fusion Service and Microsoft Dynamics CRM compete in the customer service and relationship management space. Oracle Fusion Service seems to have the upper hand in advanced service capabilities, while Dynamics CRM excels in integration and customization within the Microsoft ecosystem.

Features: Oracle Fusion Service offers incident management, smart assistants, and AI capabilities for improving customer satisfaction. It supports seamless system integration and omni-channel interactions. Microsoft Dynamics CRM provides robust sales management features, easy integration with Microsoft tools, and enhanced customization options. It also features detailed analytics, making it ideal for organizations utilizing Microsoft products.

Room for Improvement: Oracle Fusion Service could improve its B2B customization, user interface, and older platform integration. It also faces challenges with its documentation, mobile application features, and cost structure due to currency variances. Microsoft Dynamics CRM needs a more user-friendly UI, better integration capabilities, and enriched AI functionalities. Users also call for enhancements in dashboards and an easier setup process.

Ease of Deployment and Customer Service: Oracle Fusion Service offers various deployment models, including public, private, and hybrid cloud, though its complexity can require expert involvement. Customer support has mixed reviews. Microsoft Dynamics CRM primarily utilizes public cloud infrastructure, simplifying deployment for those familiar with Microsoft systems. Support is generally reliable but could improve in response times and technical expertise.

Pricing and ROI: Oracle Fusion Service is perceived as expensive, with flexible pricing that can benefit ROI when properly aligned with business needs. Microsoft Dynamics CRM offers competitive pricing, appearing more affordable, especially for those already using Microsoft products. Both are considered costly, but Dynamics CRM is noted for providing good value relative to competitors like Salesforce, with users recognizing the strategic ROI from increased efficiency and reduced processing times.

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

Buyer's Guide

Microsoft Dynamics CRM vs. Oracle Fusion Service

April 2025

Download the complete report

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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

7.5

Microsoft Dynamics CRM yields strong ROI through integration, upgrades, improved sales, data insights, but ROI varies by usage.

Sentiment score

7.5

Oracle Fusion Service enhances customer experience, reduces costs, and offers substantial ROI, supported by integrated reporting and strong partnerships.

No quotes available

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

No quotes available

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

Customer Service

Sentiment score

6.8

Microsoft Dynamics CRM's support is generally satisfactory, but response times vary, and premium support offers better responsiveness.

Sentiment score

7.6

Oracle Fusion Service's customer support is knowledgeable but slow, with service rated 7-9/10 and regional disparities noted.

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

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

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

7.6

Microsoft Dynamics CRM is scalable and adaptable, popular among medium to large companies, but smaller ones may need customization.

Sentiment score

8.2

Oracle Fusion Service is highly scalable, supporting seamless expansion for all organization sizes with high user satisfaction ratings.

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

Darrin Murray

Head of Digital Transformation at Simplified Consulting

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

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

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

Stability Issues

Sentiment score

7.9

Microsoft Dynamics CRM is praised for stability and reliability, with minimal issues often due to external factors like network downtime.

Sentiment score

8.1

Oracle Fusion Service is highly stable, supporting large-scale operations with minimal disruptions and proactive management of minor outages.

I would rate it ten out of ten.

reviewer2305767

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

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

No quotes available

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

Room For Improvement

Microsoft Dynamics CRM needs better usability, third-party integrations, mobile customization, and enhanced reporting, dashboard, and automation features.

Oracle Fusion Service needs improvements in user experience, pricing, integration, performance, documentation, and modern functionalities for large enterprises.

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

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

Simpler integration capabilities.

Prasan Edirisinghe

Associate Architect-Technology at Virtusa Global

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

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

Setup Cost

Microsoft Dynamics CRM pricing ranges from $50-$115 per user/month, with complexity and customization affecting costs and affordability.

Oracle Fusion Service offers flexible pricing but can be costly for small businesses; efficient license management is essential.

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

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

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 features, seamless Microsoft integration, and robust automation, enhancing efficiency in sales and customer management.

Oracle Fusion Service enhances customer interaction and streamlines operations with omni-channel communication, integration, automation, and flexible customization.

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 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

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

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

There are ERP connectors available for Oracle middleware, enabling seamless integration through a drag-and-drop interface.

MahaboobPasha

Solutions Architect at Western Digital

There is also a focus on maintaining efficiency, and it is a significant time saver.

Prasan Edirisinghe

Associate Architect-Technology at Virtusa Global

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

7.0

Number of Reviews

Ranking in other categories

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

Oracle Fusion Service

Ranking in CRM Customer Engagement Centers

3rd

Ranking in CRM

10th

Ranking in Marketing Management

7th

Average Rating

8.6

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the CRM category, the mindshare of Microsoft Dynamics CRM is 11.5%, down from 14.0% compared to the previous year. The mindshare of Oracle Fusion Service is 1.3%, down from 1.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Rishabh Chhajer

Head IT at Dhani

Intuitive APIs, customizable design, but dashboards could improve

The most advantageous aspect of Microsoft Dynamics CRM is its periodic updates. Every quarter, Microsoft releases upgrades that address bugs and vulnerabilities. As a company governed by the Reserve Bank of India and SAP security regulations for our stock operations, we conduct periodic reviews of our applications, including Microsoft Dynamics CRM. Whenever we submit an audit report and identify bugs, we reach out to the Microsoft team for assistance. They assure us that the issues will be fixed in the next quarterly release. As a result, we have not experienced any outstanding bugs that have not been recorded or addressed.

Read full review

MahaboobPasha

Solutions Architect at Western Digital

Integration enhances efficiency with good ERP Fusion Console that helps with centralization

When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve. There have been many service requests around this, particularly last year. Although progress has been made, performance is still a concern for me. When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them. Enhanced performance is something that I would be interested in.

Read full review

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Government

11%

Financial Services Firm

11%

Manufacturing Company

Educational Organization

75%

Financial Services Firm

Computer Software Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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?

Costing might be a reason for concern. It could be an issue for the organization, or maybe not. It's uncertain.

See all answers

What is your primary use case for Microsoft Dynamics CRM?

I use the solution to manage the lead sales pipeline and enable the marketing department to maintain customer data.

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?

I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.

See all answers

What is your primary use case for Oracle Service Cloud?

I mainly use the solution for RTCRN.

See all answers

Comparisons

SAP CRM vs Microsoft Dynamics CRM

Compared 21% of the time

ServiceNow vs Microsoft Dynamics CRM

Compared 20% of the time

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 16% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 10% of the time

ServiceNow Customer Service Management vs Microsoft Dynamics CRM

Compared 4% of the time

More Microsoft Dynamics CRM Competitors

Siebel CRM vs Oracle Fusion Service

Compared 24% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 20% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 15% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 13% of the time

Pega CRM vs Oracle Fusion Service

Compared 10% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics CRM

March 2025

Download Microsoft Dynamics CRM product report

Buyer's Guide

Oracle Fusion Service

March 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

April 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: April 2025.

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