Microsoft Dynamics 365 Customer Service vs Pega CRM comparison

Microsoft and Pega are both solutions in the CRM category. Microsoft is ranked #13 with an average rating of 8.2, while Pega is ranked #21 with an average rating of 7.5. Microsoft holds a 0.6% mindshare in CRM, compared to Pega’s 0.8% mindshare. Additionally, 95% of Microsoft users are willing to recommend the solution, compared to 100% of Pega users who would recommend it.

Microsoft Dynamics 365 Cust...

Read 22 Microsoft Dynamics 365 Customer Service reviews

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853 Comparison Views

95% willing to recommend

Pega CRM

Read 10 Pega CRM reviews

1,276 Views
957 Comparison Views

100% willing to recommend

Microsoft Dynamics 365 Cust...

Pega CRM

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Executive SummaryUpdated on Dec 19, 2024

Pega CRM and Microsoft Dynamics 365 Customer Service compete in the customer relationship management category. Microsoft Dynamics 365 Customer Service holds the advantage with its comprehensive features, despite higher pricing compared to Pega CRM.

Features: Pega CRM is notable for robust process automation, AI-driven decision-making, and customizable workflows. Microsoft Dynamics 365 Customer Service excels in integration with Microsoft products, advanced case management, and extensive reporting tools.

Room for Improvement: Pega CRM could benefit from easier deployment and broader integration options. It may also enhance support services. Microsoft Dynamics 365 Customer Service can improve user interface design and lower ongoing costs. It could also enhance customization flexibility outside the Microsoft ecosystem.

Ease of Deployment and Customer Service: Dynamics 365 offers seamless cloud deployment and strong support, ideal for businesses using Microsoft’s suite. Pega CRM requires a more tailored and complex deployment process but offers a personalized experience with comprehensive onboarding services.

Pricing and ROI: Pega CRM has higher initial setup costs, delivering strong ROI through tailored automation efficiencies. Microsoft Dynamics 365, with its higher ongoing costs, justifies its investment by offering consistently integrated enhancements and applicability across Microsoft's infrastructure.

To learn more, read our detailed Microsoft Dynamics 365 Customer Service vs. Pega CRM Report (Updated: December 2025).

Buyer's Guide

Microsoft Dynamics 365 Customer Service vs. Pega CRM

December 2025

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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 365 Cust...

Ranking in CRM

13th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Pega CRM

Ranking in CRM

21st

Average Rating

8.0

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th)

Mindshare comparison

As of January 2026, in the CRM category, the mindshare of Microsoft Dynamics 365 Customer Service is 0.6%, down from 0.6% compared to the previous year. The mindshare of Pega CRM is 0.8%, down from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Microsoft Dynamics 365 Customer Service	0.6%
Pega CRM	0.8%
Other	98.6%

CRM

Featured Reviews

reviewer2245296

Sr. Manager, Tmt Business Consulting (Focused On B2 B Tech Product Cos.) at a security firm with 11-50 employees

Enterprise ticketing has streamlined high-volume customer issues and provides unified analytics

The place where you can define the rules is at the back end. That module, where you write the assignment rules or the skill set rules or prioritization rules, has very limited flexibility in these rules engines. More flexible rule-defining back ends that you can customize to your business context more closely than you can right now would be better. Customization for the information design in Microsoft Dynamics 365 Customer Service is needed. The foundational information that goes into service management comes as foundational information that you need to program into or load into the service management platform. Right now, you need to change the rules to load them in the format that is required, and this should not be happening. AI capabilities in Microsoft Dynamics 365 Customer Service are more focused on the productivity aspects and the backend aspects. It is not personalizing interactions. The CRM part is more where these kinds of front-end customer personalizations take place.

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Srinivas Ganisetti

AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees

Case management feature is valuable but the pricing is expensive

I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.

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Quotes from Members

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

Pros

"Offers integration with hosted solutions."

"Dynamics CRM is highly effective for managing customer relationships and improving sales processes."

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

"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."

"Microsoft Dynamics 365 Customer Service is enterprise-grade, and if you have 5,000, 10,000, or 20,000 employees who are involved in the business of resolving tickets and providing customer support or who are part of these kinds of processes, that is when Dynamics really shines."

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

"In terms of the overall experience with the customer database, it has probably brought me significant time savings, about 30 percent."

"The insights are quite helpful."

More Microsoft Dynamics 365 Customer Service pros

"It also reduces the duration per call, and it ensures a first time resolution of the issue."

"The product's deployment phase was easy."

"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"The case management feature is really valuable."

"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

More Pega CRM pros

Cons

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

"There are some occasional performance issues."

"The product could be serverless."

"The place where you can define the rules is at the back end. That module, where you write the assignment rules or the skill set rules or prioritization rules, has very limited flexibility in these rules engines."

"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."

"The platform’s UI could be better."

"I am looking forward to the support function."

"The things that are needed are not available in the documentation."

More Microsoft Dynamics 365 Customer Service cons

"The UI is lagging and needs to be improved."

"The solution has room for improvement around decisional and real-time data analysis."

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"The UI should be improved."

"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

"They should enable the data-driven streaming feature inside it."

More Pega CRM cons

Pricing and Cost Advice

"The pricing seems fair."

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

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

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

"It is more expensive than other vendors."

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

"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 a decent price compared to multiple vendors and products available in the market."

More Microsoft Dynamics 365 Customer Service pricing and cost advice

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."

"The pricing is on the higher side."

"It is expensive."

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Top Industries

By visitors reading reviews

Manufacturing Company

13%

Financial Services Firm

12%

Government

Computer Software Company

Financial Services Firm

26%

Computer Software Company

Manufacturing Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	12
Midsize Enterprise	3
Large Enterprise	7

By reviewers
Company Size	Count
Midsize Enterprise	2
Large Enterprise	8

Questions from the Community

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

Offers integration with hosted solutions.

See all answers

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

The pricing is within the market range, but there is room for improvement. I have annual subscriptions.

See all answers

What needs improvement with Microsoft Dynamics 365 Customer Service?

With the integration of AI, it has become a game changer. Currently, we do not look forward to any new features, as we are satisfied at the moment. However, it is possible we might develop other re...

See all answers

What do you like most about Pega CRM?

The product's deployment phase was easy.

See all answers

What needs improvement with Pega CRM?

The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...

See all answers

What is your primary use case for Pega CRM?

Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...

See all answers

Comparisons

Zendesk vs Microsoft Dynamics 365 Customer Service

Compared 36% of the time

Pega Customer Service vs Microsoft Dynamics 365 Customer Service

Compared 24% of the time

Dynamics 365 Sales vs Microsoft Dynamics 365 Customer Service

Compared 18% of the time

IQVIA Orchestrated Customer Engagement vs Microsoft Dynamics 365 Customer Service

Compared 11% of the time

More Microsoft Dynamics 365 Customer Service Competitors

Microsoft Dynamics CRM vs Pega CRM

Compared 16% of the time

Salesforce Sales Cloud vs Pega CRM

Compared 13% of the time

Salesforce Service Cloud vs Pega CRM

Compared 10% of the time

Genesys Cloud CX vs Pega CRM

Compared 10% of the time

More Pega CRM Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics 365 Customer Service

January 2026

Microsoft Dynamics 365 Customer Service report

Download Microsoft Dynamics 365 Customer Service product report

Buyer's Guide

Pega CRM

January 2026

Download Pega CRM product report

Also Known As

No data available

Chordiant

Overview

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

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

Pega

Sample Customers

Information Not Available

The State of Maine, Aegis, Aegon, AIG Japan, ING

Buyer's Guide

Microsoft Dynamics 365 Customer Service vs. Pega CRM

December 2025

Free Report: Microsoft Dynamics 365 Customer Service vs. Pega CRM

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