Microsoft Dynamics 365 Customer Service vs. SAP Service Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Microsoft Dynamics 365 Customer Service
Score 8.1 out of 10
N/A
Microsoft Dynamics 365 Customer Service is designed to create positive experiences through any channel and on any device to exceed customer expectations.
$50
per month per user
SAP Service Cloud
Score 8.7 out of 10
N/A
SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.N/A
Pricing
Microsoft Dynamics 365 Customer ServiceSAP Service Cloud
Editions & Modules
Dynamics 365 Customer Service Professional
$50
per month per user
Add-In - Chat
$60
per month per user
Add-In - Voice Channel
$75
per month per user
Add-In - Digital Messaging
$75
per month per user
Add-In - Digital Messaging and Voice
$90
per month per user
Dynamics 365 Customer Service Enterprise
$95
per month per user
No answers on this topic
Offerings
Pricing Offerings
Microsoft Dynamics 365 Customer ServiceSAP Service Cloud
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Microsoft Dynamics 365 Customer ServiceSAP Service Cloud
Considered Both Products
Microsoft Dynamics 365 Customer Service

No answer on this topic

SAP Service Cloud
Chose SAP Service Cloud
AI features are behind what Microsoft offers in its Dynamics 365 Customer Service, but as we already had other SAP products, the integration was easier with SAP Service Cloud. Implementation time was a key aspect of our project.
Chose SAP Service Cloud
I have evaluated several products apart from SAP Service Cloud. there are others that maybe are cheaper , and others that are more expensive.
however I chose SAP Service cloud because it has lots of possibilities and it is adaptable to the new requirements in the future. Also it …
Top Pros
Top Cons
Features
Microsoft Dynamics 365 Customer ServiceSAP Service Cloud
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Microsoft Dynamics 365 Customer Service
9.3
1 Ratings
16% above category average
SAP Service Cloud
-
Ratings
Organize and prioritize service tickets9.01 Ratings00 Ratings
Expert directory9.01 Ratings00 Ratings
Subscription-based notifications10.01 Ratings00 Ratings
ITSM collaboration and documentation9.01 Ratings00 Ratings
Ticket creation and submission9.01 Ratings00 Ratings
Ticket response10.01 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Microsoft Dynamics 365 Customer Service
10.0
1 Ratings
25% above category average
SAP Service Cloud
-
Ratings
External knowledge base10.01 Ratings00 Ratings
Internal knowledge base10.01 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Microsoft Dynamics 365 Customer Service
9.8
1 Ratings
24% above category average
SAP Service Cloud
-
Ratings
Customer portal10.01 Ratings00 Ratings
IVR9.01 Ratings00 Ratings
Social integration10.01 Ratings00 Ratings
Email support10.01 Ratings00 Ratings
Help Desk CRM integration10.01 Ratings00 Ratings
Best Alternatives
Microsoft Dynamics 365 Customer ServiceSAP Service Cloud
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Conversica
Conversica
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Microsoft Dynamics 365 Customer ServiceSAP Service Cloud
Likelihood to Recommend
10.0
(1 ratings)
8.6
(71 ratings)
Likelihood to Renew
-
(0 ratings)
8.2
(2 ratings)
Support Rating
-
(0 ratings)
5.5
(1 ratings)
Ease of integration
-
(0 ratings)
7.5
(41 ratings)
User Testimonials
Microsoft Dynamics 365 Customer ServiceSAP Service Cloud
Likelihood to Recommend
Microsoft
The deployment of this software was a lot of pleasure for us as we were able to bring all our customers to one spot. The customer's requirements are considerably easier to satisfy in this way. As Microsoft Dynamic 365 for customer service, we are able to keep our customers in our firm in a long-term position. I highly suggest you use this service in all sorts of organizations as it is a very complete system with everything necessary for a high-grade customer care experience. The software gives several pricing packages that are appropriate for varied usage demands.
Read full review
SAP
It is well suited for Analytics, Customer Relationship Efficiency Engagement, and best suited to help decrease Infrastructure maintenance costs for Organizations. Learning for new bees is a little difficult to grasp with the features/functionalities. The Software is a little complex from the setup and configuration point of view. Reporting capability can be improved as it is a highly effective CRM.
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Pros
Microsoft
  • Dynamic CS allows you to access a wider customer base and gain artificial intelligence-powered insights into numerous client interaction activities.
  • It assists in gaining deep insights into numerous data analyses performed on various customer interaction activities, as well as data visualization and customer satisfaction enhancement.
  • This product has been extremely beneficial to my firm since it allows us to communicate with customers via a variety of channels, including e-mail and social media.
  • Extensible, and Microsoft responds rapidly to market demand with new features. In terms of service, both Microsoft customer success and technical teams collaborate closely to ensure appropriate delivery.
  • A better way to track client interactions is SaaS-based cloud services. This software may also be linked to outlook.
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SAP
  • SAP Service Cloud pulls together messages from different channels - emails, calls, social sites - into one dashboard. This means we can quickly see and respond to any customer question or concern without jumping between different tools.
  • It streamlines our workload by automatically categorizing and prioritizing customer issues. This ensures that urgent banking matters are addressed immediately and no query is left unanswered.
  • The built-in knowledge base is a lifesaver. When a customer has a common question or issue, we can quickly reference or direct them to pre-existing solutions, speeding up the resolution process.
Read full review
Cons
Microsoft
  • It occasionally crashes or slow down, but it usually works great.
  • Costly.
Read full review
SAP
  • Integrating SAP Service Cloud with non-SAP systems can be challenging, i faced some hurdles when my IT team took 3 months to integrate the billing data from some other vendor and the system would run slow if you try to pull billing data
  • Slow loading of the pages as compared to other consumer tech softwares we use
  • Implementation costs and complexity of implementation makes it an option only for large enterprises with huge IT teams (and it can take a few months to implement)
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Likelihood to Renew
Microsoft
No answers on this topic
SAP
Now all our critical processes are streamlined & would like to explore the new feature to have user friendly experiences
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Support Rating
Microsoft
No answers on this topic
SAP
I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there.
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Alternatives Considered
Microsoft
Read full review
SAP
We went with SAP Service Cloud instead of Oracle Cloud Platform because it is like a custom-made tool for big companies, seamlessly working with our other systems. It helps us manage complex tasks and customer interactions better, making everything smoother and more efficient. It just fits well with how we do things.
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Return on Investment
Microsoft
  • Creativity way.
  • Foster increase in revenue.
  • Improving decision-making.
  • Culture of good relationship/service.
Read full review
SAP
  • positive impact: Enhanced Productivity: The platform's automation and knowledge management capabilities can boost agent productivity. Agents can handle more cases in less time, leading to cost savings and potentially higher revenue through increased sales opportunities.
  • negative impact: Complexity: If not properly configured or if it doesn't align with an organization's specific needs, SAP Service Cloud's complexity can hinder user adoption, leading to inefficiencies and potentially negative ROI.
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ScreenShots