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Compare Dynamics 365 Customer Service and Salesforce Service Cloud Software 
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At a Glance
Market Segments
Mid-Market (55.6% of reviews)
Mid-Market (42.7% of reviews)
Entry-Level Pricing
No pricing available
Starting at $25.00 1 User Per Month
Dynamics 365 Customer Service
Star Rating
(31)4.4 out of 5
Market Segments
Mid-Market (55.6% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Dynamics 365 Customer ServiceSalesforce Service Cloud
Star Rating
(7,164)4.4 out of 5
Market Segments
Mid-Market (42.7% 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.
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
8.5
20
8.6
2,751
Ease of Use
7.9
20
8.4
5,326
Ease of Setup
7.4
9
7.9
4,086
Ease of Admin
7.7
8
8.2
1,524
Quality of Support
8.4
19
8.3
2,533
Has the product been a good partner in doing business?
8.6
6
8.7
1,505
Product Direction (% positive)
8.2
19
8.2
2,712
Features by Category
Ticket and Case Management
8.2
10
|
Verified
8.5
1199
|
Verified
8.3
10
|
Verified
8.4
1197
|
Verified
8.8
10
|
Verified
8.3
1225
|
Verified
8.9
9
|
Verified
8.3
1149
|
Verified
8.7
9
|
Verified
8.1
975
8.2
10
7.9
1163
|
Verified
8.7
9
|
Verified
8.3
1145
|
Verified
8.5
10
|
Verified
8.5
1022
|
Verified
Generative AI
Not enough data
7.6
173
Not enough data
7.6
172
Agentic AI - Help Desk
Not enough data
8.0
49
Not enough data
8.2
50
Not enough data
8.1
50
Communication Channels
8.3
10
|
Verified
8.4
1016
|
Verified
8.7
10
8.6
1199
|
Verified
8.3
9
|
Verified
8.1
840
8.0
10
8.0
800
|
Verified
8.5
10
|
Verified
8.0
760
Platform
8.3
6
7.8
552
|
Verified
8.9
6
|
Verified
8.3
816
|
Verified
9.0
7
|
Verified
8.6
691
|
Verified
8.3
7
|
Verified
8.3
608
|
Verified
8.5
9
|
Verified
8.2
1143
|
Verified
8.7
9
|
Verified
8.2
1162
|
Verified
Customer Information
Not enough data
8.1
206
Not enough data
8.3
205
Not enough data
8.4
203
Not enough data
7.7
201
Not enough data
7.9
204
Not enough data
8.1
200
Not enough data
7.8
204
Predictions
Not enough data
7.3
197
Not enough data
7.7
198
Not enough data
8.2
196
Not enough data
7.4
194
Platform
Not enough data
8.5
204
Not enough data
8.3
203
Not enough data
8.4
200
Not enough data
8.5
200
Not enough data
8.2
201
Not enough data
8.7
197
Not enough data
8.8
201
Not enough data
9.0
198
Not enough data
8.8
196
Not enough data
8.9
197
Generative AI
Not enough data
7.3
169
Not enough data
7.3
167
Agentic AI - Customer Success
Not enough data
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Administration
Not enough data
8.8
227
Not enough data
8.7
226
Not enough data
8.6
223
Knowledge Management
Not enough data
8.7
218
Not enough data
8.5
210
Not enough data
8.4
208
Compliance
Not enough data
8.7
226
Not enough data
8.7
223
Not enough data
8.6
223
Not enough data
8.6
220
Customer Support
Not enough data
8.1
209
Not enough data
8.1
202
Not enough data
8.0
191
Data Security
Not enough data
8.6
215
Not enough data
8.7
216
Not enough data
9.0
217
Not enough data
9.1
217
Administration
Not enough data
8.6
207
Not enough data
8.8
209
Not enough data
8.9
212
Generative AI
Not enough data
7.5
147
Channels
Not enough data
8.5
119
Not enough data
8.3
117
Not enough data
7.5
116
Design
Not enough data
8.4
113
Not enough data
7.9
114
Not enough data
8.2
116
Not enough data
8.4
116
Not enough data
8.5
113
Generative AI
Not enough data
7.4
110
Not enough data
7.5
109
Usability
Not enough data
8.6
203
Not enough data
8.6
206
Not enough data
8.7
204
Reporting
Not enough data
8.7
203
Not enough data
8.3
197
Not enough data
8.6
200
Generative AI
Not enough data
7.6
178
Not enough data
7.6
179
Quality Assurance
Not enough data
8.7
68
Not enough data
8.7
65
Not enough data
8.7
67
Engagement
Not enough data
8.8
66
Not enough data
8.8
66
Not enough data
8.7
66
Performance
Not enough data
8.6
66
Not enough data
8.8
66
Generative AI
Not enough data
7.7
57
Not enough data
7.9
58
Channels
Not enough data
7.4
274
Not enough data
7.3
268
Not enough data
7.9
272
Not enough data
7.3
265
Not enough data
8.7
279
Generative AI
Not enough data
7.0
216
Functions
Not enough data
7.9
268
Not enough data
8.0
265
Not enough data
7.6
257
Not enough data
7.2
253
Not enough data
7.2
255
Not enough data
7.2
258
Not enough data
7.7
258
Not enough data
8.0
257
Agentic AI - Contact Center
Not enough data
9.0
5
Not enough data
9.3
5
Not enough data
8.3
5
Not enough data
9.0
5
Administrative
Not enough data
7.9
254
Not enough data
8.5
259
Not enough data
8.5
257
Not enough data
7.7
246
Not enough data
7.6
251
Workforce Management
Not enough data
7.8
55
Not enough data
7.8
55
Not enough data
7.3
54
Not enough data
7.7
54
Not enough data
7.6
54
Administration
Not enough data
8.2
55
Not enough data
8.3
54
Not enough data
8.4
54
Not enough data
7.6
53
Not enough data
7.6
53
Conversational Platform
Not enough data
8.5
100
Not enough data
8.6
99
Not enough data
8.0
98
Not enough data
8.2
101
Support Automation
Not enough data
8.1
99
Not enough data
8.1
98
Not enough data
8.0
99
Not enough data
7.9
96
Generative AI
Not enough data
7.4
94
Not enough data
7.4
93
Customer Support
Not enough data
8.3
141
Not enough data
7.9
136
Not enough data
8.2
136
Automation
Not enough data
8.2
139
Not enough data
8.2
140
Not enough data
8.1
139
Artificial Intelligence
Not enough data
7.6
134
Not enough data
7.6
134
Not enough data
7.3
131
Generative AI
Not enough data
7.7
107
Not enough data
7.7
106
Not enough data
7.7
107
Communication
Not enough data
8.5
309
|
Verified
Not enough data
8.6
328
|
Verified
Not enough data
8.4
274
|
Verified
Not enough data
8.5
276
|
Verified
Not enough data
7.8
159
Internal Use
8.9
6
|
Verified
8.3
816
|
Verified
Not enough data
8.3
295
|
Verified
Not enough data
8.5
287
|
Verified
Not enough data
8.4
317
|
Verified
Not enough data
8.5
288
|
Verified
Not enough data
8.7
321
|
Verified
Generative AI
Not enough data
7.2
126
Self-Service Experience
8.9
15
8.6
591
8.2
13
8.3
578
8.1
12
8.3
527
7.8
6
7.9
213
7.8
6
8.4
223
Self-Service Platform
8.9
6
8.4
222
9.4
6
8.6
227
8.3
7
7.6
198
8.6
6
8.5
214
Agentic AI - Customer Self-Service
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
8.9
6
Not enough data
8.6
6
Generative AI
Not enough data
7.9(won by default)
52
Not enough data
7.9(won by default)
52
Process
Not enough data
8.6(won by default)
242
Not enough data
8.6(won by default)
262
Not enough data
8.3(won by default)
223
Channels
Not enough data
8.8(won by default)
271
Not enough data
8.4(won by default)
246
Not enough data
8.5(won by default)
229
Not enough data
8.6(won by default)
230
Not enough data
8.6(won by default)
212
Insight
Not enough data
8.6(won by default)
228
Not enough data
8.8(won by default)
263
Not enough data
8.5(won by default)
202
Not enough data
8.7(won by default)
250
Generative AI
Not enough data
8.0
79
Not enough data
7.9
80
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Process Management
Not enough data
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
System Management
Not enough data
9.1
30
Not enough data
8.7
29
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 Customer Service Automation, Contact Center Quality Assurance, Conversational Support, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Customer Success, Contact Center Workforce, Enterprise Feedback Management, and Contact Center
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
14.8%
Telecommunications
11.1%
Computer Software
11.1%
Banking
7.4%
Wholesale
3.7%
Other
51.9%
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.7%
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Discussions
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