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- Microsoft Dynamics 365 Customer Service-vs-Salesforce Service Cloud Software
Compare Dynamics 365 Customer Service and Salesforce Service Cloud Software 
At a Glance
Market Segments
Mid-Market (56.0% of reviews)
Mid-Market (42.1% of reviews)
Entry-Level Pricing
No pricing available
Starting at $25.00 1 User Per Month
Dynamics 365 Customer Service
Star Rating
(29)4.5 out of 5
Market Segments
Mid-Market (56.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Dynamics 365 Customer ServiceSalesforce Service Cloud
Star Rating
(5,630)4.4 out of 5
Market Segments
Mid-Market (42.1% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Salesforce Service Cloud excels in its ticket creation user experience, scoring 8.5, while Dynamics 365 Customer Service shines with a higher score of 8.8, indicating a more intuitive interface for creating and managing tickets.
- Reviewers mention that Dynamics 365 Customer Service offers superior workflow capabilities, achieving a score of 9.4 compared to Salesforce's 8.3, which suggests that users find it easier to automate and manage their service processes effectively.
- G2 users highlight that the SLA management feature in Dynamics 365 Customer Service is rated at 9.0, outperforming Salesforce's 8.1, indicating that users appreciate the more robust tools for managing service level agreements.
- Users on G2 report that the customer health scores feature in Salesforce Service Cloud is rated at 8.0, while Dynamics 365 lacks this specific feature, suggesting that Salesforce provides better insights into customer engagement and satisfaction.
- Reviewers mention that Dynamics 365 Customer Service has a more comprehensive multi-channel coverage, scoring 8.4, while Salesforce's score is lower, indicating that users find it easier to engage with customers across various platforms using Dynamics 365.
- Users say that the mobile optimization in Dynamics 365 Customer Service is rated at 9.0, significantly higher than Salesforce's 7.9, which suggests that Dynamics 365 offers a more user-friendly mobile experience for service agents on the go.
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Customer Self-Service
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Pricing
Entry-Level Pricing
Dynamics 365 Customer Service
No pricing availableSalesforce Service Cloud
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Free Trial
Dynamics 365 Customer Service
No trial information availableSalesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.9
18
8.6
2,644
Ease of Use
8.2
18
8.4
4,057
Ease of Setup
7.3
8
7.9
2,861
Ease of Admin
7.6
7
8.2
1,457
Quality of Support
8.4
18
8.3
2,428
Has the product been a good partner in doing business?
8.7
5
8.6
1,437
Product Direction (% positive)
8.6
17
8.2
2,607
Features by Category
Ticket and Case Management
8.8
8
|
Verified
8.5
1136
|
Verified
9.0
8
|
Verified
8.4
1134
|
Verified
9.4
8
|
Verified
8.3
1164
|
Verified
9.3
7
|
Verified
8.3
1090
|
Verified
9.0
7
|
Verified
8.1
914
9.2
8
7.9
1103
|
Verified
9.3
7
|
Verified
8.2
1086
|
Verified
9.2
8
|
Verified
8.5
966
|
Verified
Generative AI
Not enough data
7.4
123
Not enough data
7.3
122
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.8
8
|
Verified
8.4
960
|
Verified
9.2
8
8.6
1142
|
Verified
8.8
7
|
Verified
8.1
785
8.3
8
8.0
746
|
Verified
9.0
8
|
Verified
8.0
705
Platform
9.0
5
7.8
503
|
Verified
9.3
5
|
Verified
8.3
764
|
Verified
9.2
6
|
Verified
8.6
641
|
Verified
8.3
6
|
Verified
8.2
559
|
Verified
8.5
8
|
Verified
8.2
1094
|
Verified
8.8
8
|
Verified
8.2
1114
|
Verified
Customer Information
Not enough data
8.1
191
Not enough data
8.3
190
Not enough data
8.4
188
Not enough data
7.6
186
Not enough data
7.9
189
Not enough data
8.0
186
Not enough data
7.8
190
Predictions
Not enough data
7.2
183
Not enough data
7.6
184
Not enough data
8.2
182
Not enough data
7.3
181
Platform
Not enough data
8.5
190
Not enough data
8.3
190
Not enough data
8.4
188
Not enough data
8.5
187
Not enough data
8.2
188
Not enough data
8.8
185
Not enough data
8.8
188
Not enough data
9.0
185
Not enough data
8.8
183
Not enough data
8.9
184
Generative AI
Not enough data
7.2
156
Not enough data
7.2
154
Agentic AI - Customer Success
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
8.8
221
Not enough data
8.7
220
Not enough data
8.6
217
Knowledge Management
Not enough data
8.7
213
Not enough data
8.5
205
Not enough data
8.4
203
Compliance
Not enough data
8.7
220
Not enough data
8.7
218
Not enough data
8.6
218
Not enough data
8.5
215
Customer Support
Not enough data
8.1
204
Not enough data
8.1
197
Not enough data
8.0
186
Data Security
Not enough data
8.6
210
Not enough data
8.6
211
Not enough data
8.9
212
Not enough data
9.1
212
Administration
Not enough data
8.5
202
Not enough data
8.8
204
Not enough data
8.9
207
Generative AI
Not enough data
7.5
143
Channels
Not enough data
8.5
112
Not enough data
8.3
110
Not enough data
7.4
109
Design
Not enough data
8.3
106
Not enough data
7.9
107
Not enough data
8.2
109
Not enough data
8.3
109
Not enough data
8.4
106
Generative AI
Not enough data
7.3
104
Not enough data
7.4
103
Usability
Not enough data
8.7
192
Not enough data
8.6
196
Not enough data
8.7
194
Reporting
Not enough data
8.7
193
Not enough data
8.3
187
Not enough data
8.6
190
Generative AI
Not enough data
7.5
169
Not enough data
7.6
170
Quality Assurance
Not enough data
8.7
63
Not enough data
8.6
60
Not enough data
8.6
62
Engagement
Not enough data
8.7
61
Not enough data
8.7
61
Not enough data
8.6
61
Performance
Not enough data
8.6
61
Not enough data
8.7
61
Generative AI
Not enough data
7.6
52
Not enough data
7.8
53
Channels
Not enough data
7.4
265
Not enough data
7.3
259
Not enough data
7.9
263
Not enough data
7.3
256
Not enough data
8.7
270
Generative AI
Not enough data
6.9
208
Functions
Not enough data
7.9
259
Not enough data
7.9
256
Not enough data
7.5
248
Not enough data
7.1
244
Not enough data
7.2
246
Not enough data
7.1
249
Not enough data
7.7
249
Not enough data
8.0
248
Agentic AI - Contact Center
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
7.8
245
Not enough data
8.4
250
Not enough data
8.5
248
Not enough data
7.7
238
Not enough data
7.6
242
Workforce Management
Not enough data
7.8
50
Not enough data
7.8
50
Not enough data
7.2
49
Not enough data
7.7
49
Not enough data
7.3
49
Administration
Not enough data
8.1
50
Not enough data
8.2
49
Not enough data
8.3
49
Not enough data
7.4
48
Not enough data
7.5
48
Conversational Platform
Not enough data
8.5
93
Not enough data
8.6
92
Not enough data
8.0
91
Not enough data
8.2
94
Support Automation
Not enough data
8.1
92
Not enough data
8.0
91
Not enough data
8.0
92
Not enough data
7.9
90
Generative AI
Not enough data
7.4
88
Not enough data
7.3
88
Customer Support
Not enough data
8.3
118
Not enough data
7.8
113
Not enough data
8.1
113
Automation
Not enough data
8.2
115
Not enough data
8.1
116
Not enough data
8.0
115
Artificial Intelligence
Not enough data
7.6
111
Not enough data
7.7
111
Not enough data
7.2
108
Generative AI
Not enough data
7.7
101
Not enough data
7.7
100
Not enough data
7.7
101
Communication
Not enough data
8.5
301
|
Verified
Not enough data
8.6
320
|
Verified
Not enough data
8.4
266
|
Verified
Not enough data
8.5
268
|
Verified
Not enough data
7.8
151
Internal Use
9.3
5
|
Verified
8.3
764
|
Verified
Not enough data
8.3
288
|
Verified
Not enough data
8.5
280
|
Verified
Not enough data
8.4
310
|
Verified
Not enough data
8.5
281
|
Verified
Not enough data
8.7
314
|
Verified
Generative AI
Not enough data
7.2
120
Self-Service Experience
9.0
14
8.6
585
8.5
12
8.3
572
8.5
11
8.3
521
9.0
5
7.9
207
9.0
5
8.4
217
Self-Service Platform
8.9
6
8.4
216
9.4
6
8.6
221
9.4
6
7.6
192
8.6
6
8.5
208
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
7.6(won by default)
46
Not enough data
7.8(won by default)
46
Process
Not enough data
8.6(won by default)
236
Not enough data
8.6(won by default)
256
Not enough data
8.3(won by default)
217
Channels
Not enough data
8.8(won by default)
265
Not enough data
8.4(won by default)
240
Not enough data
8.5(won by default)
223
Not enough data
8.6(won by default)
225
Not enough data
8.5(won by default)
206
Insight
Not enough data
8.5(won by default)
222
Not enough data
8.8(won by default)
257
Not enough data
8.5(won by default)
196
Not enough data
8.6(won by default)
244
Generative AI
Not enough data
8.0
69
Not enough data
8.0
70
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.8
27
Not enough data
8.3
27
Not enough data
8.6
27
Not enough data
8.8
27
Process Management
Not enough data
8.3
27
Not enough data
8.4
26
Not enough data
8.6
27
Not enough data
8.5
26
System Management
Not enough data
9.0
27
Not enough data
8.6
26
Categories
Categories
Shared Categories
Dynamics 365 Customer Service and Salesforce Service Cloud are categorized as Help Desk, Customer Self-Service, Live Chat, and Digital Customer Service Platforms
Unique Categories
Dynamics 365 Customer Service has no unique categories
Salesforce Service Cloud is categorized as Contact Center Quality Assurance, Conversational Support, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Contact Center Workforce, Enterprise Feedback Management, Contact Center, Complaint Management, Customer Success, and Customer Service Automation
Reviews
Reviewers' Company Size
Dynamics 365 Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
12.0%
Computer Software
12.0%
Telecommunications
8.0%
Banking
8.0%
Wholesale
4.0%
Other
56.0%
Information Technology and Services
11.4%
Computer Software
9.9%
Financial Services
7.2%
Manufacturing
4.2%
Hospital & Health Care
3.6%
Other
63.8%
Most Helpful Reviews
Dynamics 365 Customer Service
Most Helpful Favorable Review
Verified User in Information Technology and Services
The ease of navigating around the CRM System.
Most Helpful Critical Review
Leslie F.
Verified User in Oil & Energy
There are a lot of bugs - we have a lot of issues each time we use it. Bugs when opening and during use.
Salesforce Service Cloud
Most Helpful Favorable Review
Verified User in Online Media
Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...
Most Helpful Critical Review
Verified User in Computer Software
Service cloud is clunky, slow, ugly user interface and just filled with bugs. We used to use Zendesk for our help desk tool and it is night and day difference between the two products. Everything Zendesk gets right, Salesforce gets wrong. And everything...
Verified User in Information Technology and Services
The ease of navigating around the CRM System.
Verified User in Online Media
Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...
Leslie F.
Verified User in Oil & Energy
There are a lot of bugs - we have a lot of issues each time we use it. Bugs when opening and during use.
Verified User in Computer Software
Service cloud is clunky, slow, ugly user interface and just filled with bugs. We used to use Zendesk for our help desk tool and it is night and day difference between the two products. Everything Zendesk gets right, Salesforce gets wrong. And everything...
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