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Microsoft Dynamics CRM vs Oracle Fusion Service comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jul 27, 2025

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
7.2
Users report substantial ROI from Microsoft Dynamics CRM through better sales, customer retention, and enhanced operational efficiency.
Sentiment score
6.9
Oracle Fusion Service enhances ROI by improving customer experiences, reducing costs, and offering personalized payment models for efficiency.
Within CRM, I have worked on B2C service and sales extensively.
 

Customer Service

Sentiment score
5.5
Microsoft Dynamics CRM support experiences vary, with praise for responsiveness but concerns about contact difficulty and expertise in complex cases.
Sentiment score
5.6
Oracle Fusion Service is well-rated but needs improvement in response times and staff expertise, despite effective escalation options.
I would rate customer support as ten out of ten.
While the support operates within their standard SLA, it can be difficult to speak directly with someone over the phone.
Sometimes the technical support for Microsoft Dynamics CRM is not qualified enough, and in some situations, we know the tool better than they do.
Sometimes the technical support is knowledgeable and helpful.
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.
 

Scalability Issues

Sentiment score
7.5
Microsoft Dynamics CRM is scalable, integrates widely, adapts to changing needs, but may face integration challenges and cost considerations.
Sentiment score
8.2
Oracle Fusion Service is highly scalable and adaptable, supporting thousands of users effortlessly with flexible licensing and cloud support.
Microsoft Dynamics CRM is highly scalable, rated at ten, even fifteen out of ten.
I would give it a ten out of ten for scalability.
Initially, we had ten ERPs, and I have added more since.
Regarding scalability, the solution provides useful configurations that clients can utilize effectively.
 

Stability Issues

Sentiment score
7.9
Microsoft Dynamics CRM is stable, reliable, and well-rated, with minor issues addressed through updates, suiting medium to large businesses.
Sentiment score
8.0
Oracle Fusion Service is praised for stability and performance, though improvements are needed in the Sandbox area.
I would rate it ten out of ten.
If work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up.
 

Room For Improvement

Microsoft Dynamics CRM requires enhancements in usability, customization, integration, cost-effectiveness, automation, and support for small businesses.
Oracle Fusion Service requires better customization, UI enhancements, integration, cost-efficiency, documentation clarity, mobile development, and improved customer experience features.
More use-case-oriented material should be provided to help users and implementers learn how to do more, faster.
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.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
Simpler integration capabilities.
It is currently restricted to Groovy scripting.
 

Setup Cost

Microsoft Dynamics CRM is costly yet valued for comprehensive features, with prices influenced by users, licensing, and deployment type.
Oracle Fusion Service pricing is flexible but perceived as high, with varying opinions on its competitiveness and cost-effectiveness.
The pricing of Microsoft Dynamics CRM can be complex due to Microsoft's complicated licensing model.
Microsoft Dynamics CRM costs about $110 to $115 per user per month, following a recent price increase.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
 

Valuable Features

Microsoft Dynamics CRM offers easy customization, integration, and features for enhanced business processes, valued for scalability and cost-effectiveness.
Oracle Fusion Service provides comprehensive omni-channel communication, advanced AI features, and customizable tools for seamless, scalable customer service.
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.
The CRM is very fast, which is the most important aspect, and it's very handy.
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.
The company has invested in ERP Cloud, and the seeded APIs and VIP features allow for customization using Groovy script.
Based on utilizing Groovy scripts and JavaScript, we can integrate with other external systems.
There is also a focus on maintaining efficiency, and it is a significant time saver.
 

Categories and Ranking

Microsoft Dynamics CRM
Ranking in CRM Customer Engagement Centers
2nd
Ranking in CRM
1st
Ranking in Marketing Management
2nd
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
78
Ranking in other categories
Local Government CRM (1st), Sales Force Automation (1st)
Oracle Fusion Service
Ranking in CRM Customer Engagement Centers
4th
Ranking in CRM
12th
Ranking in Marketing Management
7th
Average Rating
8.6
Reviews Sentiment
6.9
Number of Reviews
34
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of Microsoft Dynamics CRM is 4.4%, down from 13.4% compared to the previous year. The mindshare of Oracle Fusion Service is 0.8%, down from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Market Share Distribution
ProductMarket Share (%)
Microsoft Dynamics CRM4.4%
Oracle Fusion Service0.8%
Other94.8%
CRM
 

Featured Reviews

Pawel-Gawronski - PeerSpot reviewer
Streamlining resource management and improving project insights with helpful support
The deployment of Microsoft Dynamics CRM is easy because it's a software as a service, which eliminates the need to deploy anything in our data center. It has improved the verification of value streams by mapping projects to products and demonstrating the total cost of ownership. This automation significantly impacts daily operations by reducing the time spent on manual tasks and improving the quality and delivery time.
Dhivakar I - PeerSpot reviewer
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.
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Top Industries

By visitors reading reviews
Computer Software Company
11%
Financial Services Firm
10%
Government
8%
Manufacturing Company
8%
Manufacturing Company
10%
Financial Services Firm
9%
Healthcare Company
9%
Computer Software Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business40
Midsize Enterprise22
Large Enterprise19
By reviewers
Company SizeCount
Small Business10
Midsize Enterprise6
Large Enterprise21
 

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.
What needs improvement with Microsoft Dynamics CRM?
Microsoft Dynamics CRM needs to be improved in the visibility of add-on costs for end users, which can sometimes be tricky. On the reporting side, while there are various tools for reporting, they ...
What is your primary use case for Microsoft Dynamics CRM?
I use Microsoft Dynamics CRM in my day-to-day customer management tasks. Our usual use cases for Microsoft Dynamics CRM include task management and sales.
What needs improvement with Oracle Service Cloud?
I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.
 

Also Known As

Dynamics CRM, MS Dynamics CRM
Oracle Service Cloud, Oracle RightNow
 

Overview

 

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.
Find out what your peers are saying about Microsoft Dynamics CRM vs. Oracle Fusion Service and other solutions. Updated: September 2025.
869,832 professionals have used our research since 2012.