Dynamics 365 Sales vs Microsoft Dynamics 365 Customer Service comparison

Dynamics 365 Sales vs. Microsoft Dynamics 365 Customer Service

Download the complete report

Helped 845,040 peers since 2012

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

Dynamics 365 Sales

Ranking in CRM

14th

Average Rating

8.6

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Microsoft Dynamics 365 Cust...

Ranking in CRM

13th

Average Rating

8.0

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the CRM category, the mindshare of Dynamics 365 Sales is 0.4%, up from 0.2% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.7%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

IlyasAhmad

Manager IT infrastrcture at Sapphire Group

A versatile and scalable CRM solution that streamlines business processes with its user-friendly interface and seamless integration with Microsoft platforms

The support they provide is quite commendable. When I was exploring various features of Office 365, being relatively new to it, I encountered a few challenges. Upon raising a support ticket on the Microsoft platform, I not only received prompt emails but also phone calls and engaging sessions. The Microsoft support engineers proved to be very helpful, and I appreciated their structured escalation metrics. Starting with basic assistance, they escalate the ticket to senior technicians if needed, ensuring comprehensive problem resolution. Another notable aspect is the abundance of Microsoft support resources, including videos, articles, and documentation, providing ample guidance for users. The support system offers a wealth of information, making it a valuable resource for problem-solving. I would rate it nine out of ten.

Read full review

Akshat Prakash

Consultant at BP

A stable solution that can be used for regular office communication, collaboration, and office documentation

We use Microsoft Dynamics 365 Customer Service for regular office communication, collaboration, and office documentation Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service. The solution could…

Read full review

Quotes from Members

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

Pros

"Dynamics 365 Sales facilitates remote access, allowing sales teams to work efficiently from mobile devices."

"Dynamics 365 Sales has a sales feature that is easy to use. It is easy to understand and use."

"The solution is fast."

"It allows effective management of the follow-ups of leads and potential opportunities."

"The most valuable features of Dynamics 365 Sales for us are the standard functional power platform applications for business processes."

"Dynamics 365 Sales assists in streamlining the sales cycle by reducing it by 30%."

"Microsoft 365, in its entirety, provides a collaborative environment that allows me to connect to multiple tools, including email, drive, and cloud hosting folders."

More Dynamics 365 Sales pros

"Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems."

"Offers integration with hosted solutions."

"It is easy to integrate with other tools, and the customer service is excellent."

"It is a stable product."

"It has easy-to-use customization features."

"Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions."

"There was a situation where we needed to integrate our system with other platforms quickly. Typically, this process would require using middleware or additional testing tools. However, integration was easy because we were using Microsoft Dynamics 365 Customer Service, which is a Microsoft product. It has built-in connectors that integrate with Microsoft systems, making the process much easier."

"The tool's most valuable feature is its user-friendliness. Being part of the Microsoft 365 suite, it is easy to use and understand, much like Excel."

More Microsoft Dynamics 365 Customer Service pros

Cons

"There's room for improvement in the pricing models."

"The solution’s stability could be improved."

"An area for improvement is the integration with WhatsApp. Currently, it is available only through a third party, which incurs additional costs."

"The solution needs to include accurate and free online tutorials."

"They could improve the product's integration with Teams for seamless collaboration and enhanced administrative functionalities to reduce manual tasks."

"The solution needs an improved connection to AI."

"The product's pricing needs improvement."

"Making it more budget-friendly would be beneficial."

More Dynamics 365 Sales cons

"The platform’s UI could be better."

"I believe enhancing the user interface to improve user experience and simplifying customization processes would enhance the platform."

"The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard."

"The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features."

"They could add a new chart or dashboard for visualization in the product."

"The interface could be more appealing and attractive for users."

"The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."

"The product doesn’t meet standard functionality. There should be enough features included in it."

More Microsoft Dynamics 365 Customer Service cons

Pricing and Cost Advice

"The pricing is challenging, which is particularly relevant for countries like Pakistan and others with limited budgets."

"The cost of the solution is very similar to that of other solutions like Salesforce CRM."

"The platform is expensive."

"Dynamics 365 Sales operates on an annual licensing basis."

"Dynamics 365 Sales' pricing is in the middle. It's not expensive like SAP and Oracle."

"In terms of cost, the product offers competitive pricing for its feature set."

"The product's licensing is straightforward. It's user-based, so you decide how many users you want to license, and that's it. On the value-for-money scale, it's average. You do get what you pay for, so I wouldn't call it expensive."

"It is more expensive than other vendors."

"The tool is a bit on the expensive side if we purchase it individually."

"While it will apply to all employees, not all will utilize it fully. From a cost perspective, it strikes a balance: It's not overly expensive but also not too cheap."

"The pricing seems fair."

"I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten."

"The solution has a corporate enterprise license, which large corporations sign."

More Microsoft Dynamics 365 Customer Service pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which CRM solutions are best for your needs.

See recommendations

845,040 professionals have used our research since 2012.

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Dynamics 365 Sales?

It integrates well with other Microsoft products, enhancing sales workflow.

What needs improvement with Dynamics 365 Sales?

I have not noticed anything that I would recommend for improvement so far.

What is your primary use case for Dynamics 365 Sales?

I work at a company focused on managing sales and customer connectivity.

What do you like most about Microsoft Dynamics 365 Customer Service?

Offers integration with hosted solutions.

What is your experience regarding pricing and costs for Microsoft Dynamics 365 Customer Service?

The price performance is excellent, rated eight out of ten. We did our integration with sales automation and other tools internally, which incurred no additional costs beyond the standard licensing...

What needs improvement with Microsoft Dynamics 365 Customer Service?

The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features.

Zendesk vs Microsoft Dynamics 365 Customer Service

Comparisons

No data available

Compared 100% of the time

More Microsoft Dynamics 365 Customer Service Competitors

Product Reports

Dynamics 365 Sales

Download Dynamics 365 Sales product report

Microsoft Dynamics 365 Customer Service

Download Microsoft Dynamics 365 Customer Service product report

Microsoft Dynamics 365 Customer Service report

Overview

Dynamics 365 Sales empowers teams with capabilities in lead management, scheduling, and workflow organization. Its Office 365 integration and comprehensive ERP features enhance productivity and control.

Dynamics 365 Sales offers powerful tools for managing leads and customer interactions. Its integration with third-party apps and REST APIs simplifies workflows, providing comprehensive visibility and reliable performance. Teams benefit from its robust documentation and Power Platform compatibility, enhancing productivity with flexible pricing and a user-friendly interface. Despite some complexities, improvements in Outlook integration, AI features, and affordability are areas for enhancement.

What are the key features of Dynamics 365 Sales?

Lead Management: Simplifies tracking and organizing potential sales opportunities.
Office 365 Integration: Seamlessly works with Office applications for increased efficiency.
Customization Options: Allows for tailored solutions to meet business processes.
Third-party Integration: Connects with external apps to streamline operations.
Power Platform Compatibility: Enhances development and functionality.

What benefits should users expect from Dynamics 365 Sales?

Increased Productivity: Enhances efficiency with streamlined workflows and tools.
Enhanced Visibility: Provides comprehensive insights into sales activities.
Reliable Performance: Offers stability with robust platform support.
Cost-effectiveness: Flexible pricing options cater to varying business needs.
Improved Collaboration: Facilitates teamwork through seamless integrations.

Companies in industries like retail and sales management implement Dynamics 365 Sales to track opportunities and manage customer interactions. It helps in generating customized offers, managing orders, and supports sales reporting and CRM capabilities. Teams utilize it for sales management, lead follow-ups, and aligning targets with objectives, making it essential for daily operations.

Microsoft

Microsoft Dynamics 365 Customer Service integrates seamlessly with Microsoft tools, offering cloud-based accessibility that enhances business processes and facilitates decision-making. Its customizable workflows and insightful reporting streamline operations for effective customer relationship management.

Microsoft Dynamics 365 Customer Service provides an extensive suite of features, including advanced case management, seamless connectivity, and a user-friendly interface. Cloud-based accessibility supports collaboration and automation, while built-in connectors like Power BI simplify data management. Regular updates enhance functionality and improve business processes. Areas for improvement include greater customization flexibility, smoother integration with enterprise systems, and better scalability. Enhanced dashboards and user-friendly components are also desired, alongside improved technical support and licensing clarity.

What are the key features of Microsoft Dynamics 365 Customer Service?

Advanced Case Management: Streamlines processes to effectively manage customer cases.
Integration with Microsoft Tools: Seamless connectivity with Power BI for insights and reporting.
Customizable Workflows: Tailors processes to meet business requirements.
User-Friendly Interface: Simple navigation supports ease of use.
Cloud-Based Accessibility: Ensures secure access anytime, anywhere.

What benefits should users expect from reviews?

Improved Collaboration: Enhances teamwork across departments.
Enhanced Decision-Making: Data-driven insights for strategic actions.
Automation Enhancements: Streamlines repetitive tasks for efficiency.
Case Resolution Efficiency: Faster handling of customer inquiries and support.
Customization Flexibility: Adapts to unique business needs.

In industries like manufacturing, energy retail, and IT, Microsoft Dynamics 365 Customer Service is employed for communication, collaboration, and sales management, supporting lead management, proposal tracking, and ticketing systems. Departments such as sales, finance, and HR leverage its capabilities for complaint management, inquiries, and operational support through secure cloud connections.

Microsoft

Dynamics 365 Sales vs. Microsoft Dynamics 365 Customer Service