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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
78
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
8.2
Reviews Sentiment
7.7
Number of Reviews
14
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 is that because this solution uses the cloud, you only have to install it and allocate it to a user, making it quite easy to use."
"The most valuable feature of Microsoft Dynamics CRM has to be its interface...Microsoft Dynamics CRM has a user-friendly platform."
"It integrates well with other Microsoft products."
"Microsoft Dynamics is user-friendly and intuitive. It's easy to understand how it works."
"The product is highly scalable, particularly in the cloud environment, where resources can be increased as required."
"The solution is stable."
"The most valuable feature of Microsoft Dynamics CRM is its ease of use."
"The initial setup is pretty straightforward."
"The tool is very useful as it helps us run businesses smoothly."
"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."
"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."
"Our organization has received excellent tech support for ServiceNow Customer Service Management."
"The integration capabilities of ServiceNow are wonderful."
"The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes."
"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."
 

Cons

"We would like to see the tech support for this product improved, at present we are frequently waiting for a couple of days before we receive any response."
"The setup with other email servers, other than Microsoft Outlook, could be improved. Alternatively, we'd like to have some feature that allows us to send emails directly from our inboxes to the CRM and assign it to a certain client."
"Out of the box, the solution doesn't really have a desirable user experience. We have to set it up and customize it to meet our needs."
"Microsoft Dynamics CRM can improve by adding more artificial intelligence. Additionally, they should add more modules, such as account-based management, that are available on other platforms such as salesforce.com."
"Technical support could be faster and more responsive."
"Microsoft Dynamics CRM's customer support could be improved as tickets usually take a long time to resolve."
"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."
"It lacks to provide a more detailed profile of the customer, which would have been better and more useful."
"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."
"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 product does not cater to businesses of every scale and budget."
"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."
"The price could be better. ServiceNow should price products more reasonably."
"The product's AI feature should be improved."
"The pricing must be more flexible."
"I do not have any notes for improvements."
 

Pricing and Cost Advice

"Microsoft Dynamics CRM is a little expensive solution."
"We have a three-year ELA with all our Microsoft solutions and often we had to do a true-up which was approximately $1,000,000. Additionally, we pay approximately $2,500 a month for support."
"The annual license for Microsoft Dynamics CRM could be reduced, it is expensive."
"The solution is expensive."
"Microsoft Dynamics CRM is slightly cheaper than Salesforce today. Pricing for the solution is pretty aggressive in the market."
"Dynamics CRM's pricing is fair."
"I am not the person who pays for Microsoft Dynamics CRM but it is expensive. I have been using Microsoft Azure, which Microsoft Dynamics CRM is built on, and I know we prepaid for the services. For me as a consumer, I do not think I can afford it, mainly because I am only learning how to use the AI and the rate which they charge is high. In general, Microsoft solutions are expensive and this is most likely due to the brand, this is something you expect. However, the price might be high but you receive a highly secure solution."
"It's kind of pricey. It's about $50 or $60 per user."
"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."
"The product has a premium price"
"I rate the tool's pricing a six out of ten."
"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."
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Government
11%
Financial Services Firm
10%
Manufacturing Company
8%
Educational Organization
22%
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?
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. It is one area where the com...
What is your primary use case for Microsoft Dynamics CRM?
We use Microsoft Dynamics CRM ( /products/microsoft-dynamics-crm-reviews ) for opportunity management and a traditional CRM approach for managing customer and client relationships. Although we have...
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 ...
What is your experience regarding pricing and costs for ServiceNow Customer Service Management?
The pricing is around a seven, making it rather expensive. However, even with the cost, it is justified because it significantly aids business operations.
What needs improvement with ServiceNow Customer Service Management?
Sometimes ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) lags, meaning the speed is low or there is a delay in operations. These are the areas n...
 

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: April 2025.
849,190 professionals have used our research since 2012.