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Microsoft Dynamics CRM vs ServiceNow Customer Service Management comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

Categories and Ranking

Microsoft Dynamics CRM
Ranking in CRM Customer Engagement Centers
1st
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
76
Ranking in other categories
CRM (2nd), Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)
ServiceNow Customer Service...
Ranking in CRM Customer Engagement Centers
4th
Average Rating
8.4
Reviews Sentiment
7.8
Number of Reviews
11
Ranking in other categories
Customer Experience Management (2nd)
 

Mindshare comparison

As of April 2025, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 25.8%, down from 26.3% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 10.4%, up from 3.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

Rishabh Chhajer - PeerSpot reviewer
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.
Rupesh Jethwa - PeerSpot reviewer
A stable tool to help manage infrastructures, deployments, and different products from different vendors
The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers. Though our company prefers to implement the solution directly out of the box, we need better customization capabilities if there are some complex requirements from the customers.

Quotes from Members

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

Pros

"The most valuable feature of Microsoft Dynamics CRM is that it is a low-code platform and we can perform business process management."
"The most valuable feature is that it's easy to use and can work with any Microsoft solution without problems."
"Microsoft Dynamics CRM has good integration with the Microsoft Stack of solutions. However, the Salesforce ecosystem is stronger."
"Integration is the best feature of Microsoft Dynamics CRM. It integrates quickly across multiple apps and has a lot of APIs available that you can link to. It's very customizable, so we're able to tailor it to a client's needs."
"The initial setup is pretty straightforward."
"The integration of all data within Microsoft Dynamics CRM, including customer and lead management, is very beneficial."
"One of the most useful features is we can configure Microsoft Dynamics CRM in the way that we need. This is configurable."
"The solution is stable."
"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."
"Our organization has received excellent tech support for ServiceNow Customer Service Management."
"The integration capabilities of ServiceNow are wonderful."
"The tool is very useful as it helps us run businesses smoothly."
"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."
"One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process."
"The tool's most valuable feature is the service portal."
"What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others."
 

Cons

"Microsoft Dynamics CRM can improve by having integration with Slack. Additionally, the solution is incomplete, and we must use other solutions to fulfill our needs."
"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."
"The price of Microsoft Dynamics CRM could improve."
"Microsoft Dynamics CRM could improve the built-in reports. The ones that are included are pretty generic unless you subscribe to Microsoft BI, which is an extra fee. They should offer the reports without having to purchase a separate subscription for Microsoft BI. However, the reports in Microsoft BI are fantastic."
"I have contacted support. They are able to help but not in the right amount of time. I have had a horrible experience."
"The integration capability with other systems could be improved, particularly the Lead Generation system."
"Overall, the solution could be made to be more user friendly."
"The UI could definitely be improved."
"The product does not cater to businesses of every scale and budget."
"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."
"The pricing must be more flexible."
"Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations."
"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."
"One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities."
"I do not have any notes for improvements."
"The price could be better. ServiceNow should price products more reasonably."
 

Pricing and Cost Advice

"Microsoft Dynamics CRM is an expensive solution."
"I give the price of the solution an eight out of ten."
"I rate the solution's pricing as a seven out of ten."
"The solution is open source and is free. However, it does require a Dynamics 365 subscription."
"It is a very comprehensive package. We get everything from Access to D 365. We get Microsoft's suite of tools. I'm not too sure about the pricing, but I can't imagine it being cheap."
"The cost could be cheaper. I would rate them 3 out of 5."
"We have deployed the cloud-based version and it is a subscription and the price is based on the number of users using it."
"Dynamics CRM's pricing is fair."
"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."
"I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."
"I rate the tool's pricing a six out of ten."
"The product has a premium price"
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Top Industries

By visitors reading reviews
Computer Software Company
12%
Government
11%
Financial Services Firm
11%
Manufacturing Company
8%
Educational Organization
25%
Computer Software Company
9%
Financial Services Firm
8%
Manufacturing Company
7%
 

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.
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.
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.
What do you like most about ServiceNow Customer Service Management?
We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the ...
 

Also Known As

Dynamics CRM, MS Dynamics CRM
ServiceNow CSM
 

Overview

 

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
Siemens Healthineers, SAP SuccessFactors, Asurion
Find out what your peers are saying about Microsoft Dynamics CRM vs. ServiceNow Customer Service Management and other solutions. Updated: March 2025.
845,040 professionals have used our research since 2012.