We performed a comparison between Microsoft Dynamics CRM and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, Salesforce, Oracle and others in CRM Customer Engagement Centers."I have used many Microsoft solutions and I am comfortable using the solution. Additionally, it is secure."
"It's a good solution for enterprise-level companies."
"It is good for sales and service maintenance. It has various integration tools."
"The feature I like best in Microsoft Dynamics CRM is being able to market to segments instead of choosing individual people to market to."
"The solution is versatile and customizable."
"Compared to other partners, the most valuable aspect of Microsoft Dynamics CRM is its intuitive APIs, which are customizable and allow for the addition of multiple parameters and attributes. This feature enhances the purpose call in our services. Additionally, the learning curve for contact center agents using Microsoft Dynamics CRM is shorter than with other solution providers. Finally, the commercial aspects of Microsoft Dynamics CRM are superior to those of other solution providers."
"The most valuable feature is that it's easy to use and can work with any Microsoft solution without problems."
"Microsoft Dynamics CRM is a comprehensive solution and is well-integrated into other Microsoft solutions, including ERP solutions. Additionally, it is feature-rich."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"The most recent addition of SAM Premium is a game changer for many organizations."
"The most valuable feature is the flexibility of development for customization."
"It offers ready-built automation and simpler configuration for workflows."
"This solution is a single-storage for our user community to submit help desk tickets."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"Very easy to implement and to respond to my clients' needs."
"Dynamics could perform a little better, and it would be nice to save the filters I use frequently, so I don't need to do the same thing every day."
"Microsoft Dynamics CRM could improve by making the ports and dashboards more intuitive using Microsoft Azure analytical features. Compared to Salesforce and other partners, the dashboards in Microsoft Dynamics CRM are less intuitive."
"A built-in automation engine to automate parts of workflows would be beneficial. That's the feature I'd be most happy to see expanded. It's currently tagged as simple automation, but I'd love some predictive capability."
"I am happy with it. If anything, its interface could be improved."
"Better integration would be an improvement."
"The integration capability with other systems could be improved, particularly the Lead Generation system."
"Microsoft Dynamics CRM can improve the integration with the other system. If they have more flexibility to connect with another system it will be more effective."
"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."
"When it comes to changing some of the features, I would like a little more leeway."
"Integration capabilities can improve."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"Very expensive."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"I do not like the user interface."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 68 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. Microsoft Dynamics CRM is rated 7.8, while ServiceNow 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 writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Microsoft Dynamics CRM is most compared with Salesforce Sales Cloud, SAP CRM, Siebel CRM, monday.com and Oracle CX Sales, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and LeanIX.
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.
