What users are saying about
Top Rated
598 Ratings
174 Ratings
Top Rated
598 Ratings
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Score 7.9 out of 100
174 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Microsoft Dynamics 365

All told, if it hadn't been for the fact that we were testing it with both employees who knew CRM lingo and those who were new, we wouldn't have found such an issue. The program itself can be very useful for people who already manage CRMs, who know how to use them, who know how to run and manage employees on them, namely because of the "one-stop-shop" concept in data visibility. When it came down to it though, if you have high-turnover, then this product will devolve into only being used for it's base components. Down the middle, we found that the people who'd been in marketing for 4-5 years fell into the product easily because of the way it was written. Everyone before that, with novice experience, thought it was written like a textbook for a graduate class - little to no leeway if you don't happen to know one specific term
Patrick Stephens | TrustRadius Reviewer

Pega Platform

Pega is great for corporate web apps when a certain work flow or process can be improved through automation or a more stream lined process. It can handle forms and documents really well, integrates well with many different services (including other Pega apps), can handle very complex work flows and logic to basic things like user permissions and notifications. I would say it is less suited for small business needs. I would also say it is not that great at handling media or very interactive screens such as video (something I have personally never seen done).
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

Microsoft Dynamics 365
7.9
Pega Platform
Customer data management / contact management
Microsoft Dynamics 365
8.5
Pega Platform
Workflow management
Microsoft Dynamics 365
7.8
Pega Platform
Territory management
Microsoft Dynamics 365
8.0
Pega Platform
Opportunity management
Microsoft Dynamics 365
8.6
Pega Platform
Integration with email client (e.g., Outlook or Gmail)
Microsoft Dynamics 365
8.0
Pega Platform
Contract management
Microsoft Dynamics 365
7.4
Pega Platform
Quote & order management
Microsoft Dynamics 365
7.4
Pega Platform
Interaction tracking
Microsoft Dynamics 365
7.9
Pega Platform
Channel / partner relationship management
Microsoft Dynamics 365
7.9
Pega Platform

Customer Service & Support

Microsoft Dynamics 365
8.3
Pega Platform
Case management
Microsoft Dynamics 365
8.6
Pega Platform
Call center management
Microsoft Dynamics 365
7.9
Pega Platform
Help desk management
Microsoft Dynamics 365
8.4
Pega Platform

Marketing Automation

Microsoft Dynamics 365
7.9
Pega Platform
Lead management
Microsoft Dynamics 365
8.2
Pega Platform
Email marketing
Microsoft Dynamics 365
7.6
Pega Platform

CRM Project Management

Microsoft Dynamics 365
8.0
Pega Platform
Task management
Microsoft Dynamics 365
8.1
Pega Platform
Billing and invoicing management
Microsoft Dynamics 365
8.1
Pega Platform
Reporting
Microsoft Dynamics 365
7.7
Pega Platform

CRM Reporting & Analytics

Microsoft Dynamics 365
8.1
Pega Platform
Forecasting
Microsoft Dynamics 365
7.9
Pega Platform
Pipeline visualization
Microsoft Dynamics 365
8.5
Pega Platform
Customizable reports
Microsoft Dynamics 365
7.8
Pega Platform

Customization

Microsoft Dynamics 365
8.1
Pega Platform
Custom fields
Microsoft Dynamics 365
8.3
Pega Platform
Custom objects
Microsoft Dynamics 365
8.1
Pega Platform
Scripting environment
Microsoft Dynamics 365
8.1
Pega Platform
API for custom integration
Microsoft Dynamics 365
8.0
Pega Platform

Security

Microsoft Dynamics 365
8.9
Pega Platform
Single sign-on capability
Microsoft Dynamics 365
9.0
Pega Platform
Role-based user permissions
Microsoft Dynamics 365
8.8
Pega Platform

Social CRM

Microsoft Dynamics 365
7.6
Pega Platform
Social data
Microsoft Dynamics 365
7.5
Pega Platform
Social engagement
Microsoft Dynamics 365
7.7
Pega Platform

Integrations with 3rd-party Software

Microsoft Dynamics 365
8.1
Pega Platform
Marketing automation
Microsoft Dynamics 365
8.1
Pega Platform
Compensation management
Microsoft Dynamics 365
8.0
Pega Platform

Platform

Microsoft Dynamics 365
7.1
Pega Platform
Mobile access
Microsoft Dynamics 365
7.1
Pega Platform

Reporting & Analytics

Microsoft Dynamics 365
Pega Platform
7.8
Dashboards
Microsoft Dynamics 365
Pega Platform
7.5
Standard reports
Microsoft Dynamics 365
Pega Platform
8.1
Custom reports
Microsoft Dynamics 365
Pega Platform
7.9

Process Engine

Microsoft Dynamics 365
Pega Platform
8.0
Process designer
Microsoft Dynamics 365
Pega Platform
8.8
Process simulation
Microsoft Dynamics 365
Pega Platform
8.6
Business rules engine
Microsoft Dynamics 365
Pega Platform
8.5
SOA support
Microsoft Dynamics 365
Pega Platform
9.0
Process player
Microsoft Dynamics 365
Pega Platform
7.2
Support for modeling languages
Microsoft Dynamics 365
Pega Platform
5.4
Form builder
Microsoft Dynamics 365
Pega Platform
8.2
Model execution
Microsoft Dynamics 365
Pega Platform
8.6

Collaboration

Microsoft Dynamics 365
Pega Platform
8.8
Social collaboration tools
Microsoft Dynamics 365
Pega Platform
8.8

Content Management Capabilties

Microsoft Dynamics 365
Pega Platform
4.4
Content management
Microsoft Dynamics 365
Pega Platform
4.4

Pros

Microsoft Dynamics 365

  • Some useful out-of-the-box features, like mass uploads of Leads from trade shows or when qualifying a Lead, CRM automatically creates the Opportunity, Contact, and Account for you, etc.
  • Really powerful customizations through the user interface to improve user experience. Things like Business Rules, for example, if Field A = 1, then Field B = 2 and Field C = 2, if Field A = 2, then Field B and Field C don't apply, so automatically hide them.
  • Or other functionality that improves user experience, like Business Process Flows. These walk users step by step through our business process, helping them know when certain actions should take place, and at what point other data is now required. We've used this extensively with our Lead to Opportunity to Quote to Order process, helping users understand the business process each step of the way.
  • Customizations built on top of the platform now called model-driven PowerApps. You can have connections to "typical" data, like Accounts, Contacts, or Opportunities, for example, but then connect that data to custom entities, records that only apply to your specific business. This is all done through the user interface and allows you to customize and automate specific line-of-business applications for your specific needs.
  • Behind the scenes, D365 CE is built on SQL. So the data conforms to industry standards and makes it much easier to interact with. Your developers and IT team will thank you.
Anonymous | TrustRadius Reviewer

Pega Platform

  • Reusability
  • Pega’s Situational layer cake architecture is capable of organizing application to suit enterprise needs. An enterprise can have a complex organization structure located around the globe. Because of Situational layer cake architecture reusing common policies and procedures is easy while allowing for differences between products, regions, channels and customer segments.Whereas with some application development platforms, separate copies of the application should be created to suite different business context.
  • Faster application delivery
  • With Pega developers can reuse common policies and procedures, replicate functions and industry specific frameworks and utilize pega UI elements to develop applications. IT is easy to deploy.Therefore developers are capable of delivering application earlier compared to some application development platforms. Pega reduces time taken to deliver an outcome.
  • Pega upgrades
  • Pega platform is upddated to adapt and work with latest technologies.
  • Proprietary users support and maintain Pega platform continuously. Pega customer support is always willing to enhance product support.
Anonymous | TrustRadius Reviewer

Cons

Microsoft Dynamics 365

  • Microsoft Dynamics 365 storage & license cost can prohibit some large deployments or even cost-sensitive small projects from using the platform (although I'm certain most deployments would realize a positive ROI if implemented correctly with process automation).
  • The cost and licensing document for Dynamics 365 is 61 pages and will take a rocket scientist to understand it. It's better to just have your Microsoft help estimate the cost if they are willing to help you that.
  • The documentation on how to first fully understand the Out of the Box default solution and settings is lacking or even non-existing. This has the potential to derail Dynamic 365 launches and implementations from the gitgo. Want to use an out of the box entity?.. well it's probably related to 5 other entities that require configuration and full understanding of it to successful implement. And you ask where is the laymen guide or instructions?... User groups and forums. In Summary, Microsoft can up its game in deployment training and supporting documentation.
  • Microsoft needs to incentivize more external platforms to build app connectors for easy integration, such as ZenDesk, Slack, Tableau, etc. Even the current connector apps such as Salesforce, MailChimp, Docusign are useless or don't work at all.
  • Several limitations inhibit successful Dynamics 365 deployments such as: limited number of Rollup field calculations (summarizing fields on child/related records), limited number rows that can exported to Excel via advanced find, Dynamics 365 files, log and database storage size limit is extremely small and will always require purchasing additional storage (for Online deployments).
  • New user buy-in or acceptance or system platform changes can be difficult if a solid change management plan isn't enacted.
  • Don't expect much help from Microsoft on implementation or solutions unless it's a technical flaw with the platform. Microsoft relies on their MVP partner network to consult for implementations at a hefty cost. Hiring a knowledgeable and savvy Dynamics 365 System Administrator can reduce the need for consultant support; of course, this is dependant upon many many variables.
Justin Pink | TrustRadius Reviewer

Pega Platform

  • Pega’s Strategic Apps, Cobrowse and OpenSpan offerings appeal to midmarket customers, but Pega is not aggressively promoting Pega 7 and Pega Express as stand-alone iBPMS platforms to the midmarket.
  • Pega doesn't support powerful data or process modeling capabilities as compared to the other tools.
  • Pega doesn't support full extraction, transformation and loading capabilities as offered by other industry-leading tools. Pega support doesn't solve tickets correctly on-time.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Microsoft Dynamics 365

Microsoft Dynamics 365 7.9
Based on 19 answers
CRM has allowed us to keep all of our data in one place that is easy for all users within the company to view. I came into the company after they had been using CRM for about 4 years. They have all said that since we have used this it has helped us control work processes better, it has allowed us to be able to track things so much better, and has been something that has helped unite many processes that used to be all over the place.We are currently using CRM 4.0 and are planning on upgrading in the next 18 months to the 2011 version. Support for 4.0 is almost all but dried up. Understandably so. Some of the customization we have done, and a plugins we use, are now contained within the 2011 version so we are looking forward to that upgrade.We use an email marketing company as well, and they primarily support the 2011 version, but their product connects and is integrated within CRM. This is a great benefit as well so that all of our marketing information can be contained in one location.
Chris Jensen | TrustRadius Reviewer

Pega Platform

Pega Platform 10.0
Based on 6 answers
Pegasystems has continued to demonstrate a strong partnership with our organization and investment in their product that aligns with our overall vision and need. Pegasystems has engaged us at every level, with the assistance of minor defects to the overall roadmap planning and alignment of our goals
Anonymous | TrustRadius Reviewer

Usability

Microsoft Dynamics 365

Microsoft Dynamics 365 8.1
Based on 10 answers
The application handles well in terms of maintaining your master data about customers and it provides you with the steps to form a lead to an actual order. Navigation is fairly easy and you can easily export data to Excel or call out a small graph if needed. The dashboard functionality provides some well-customized overviews for each business area so this a well-used tool for the business.
Anonymous | TrustRadius Reviewer

Pega Platform

No score
No answers yet
No answers on this topic

Support Rating

Microsoft Dynamics 365

Microsoft Dynamics 365 9.0
Based on 3 answers
Our partner, Ledgeview Partners has been FANTASTIC to work with. They are always timely in their response and have taken time to understand our business and our specific needs. We've made a lot of advanced customizations and they have been a great help in making those updates.
Todd Jankowski | TrustRadius Reviewer

Pega Platform

Pega Platform 6.9
Based on 6 answers
It’s very slow sometimes, but that may be our servers. Also the Knowledge Library needs some work - again, not sure if it’s our setup or what- but I’m unable to search the body of an article for content, so I have to be very intentional with tagging, but it’s not ideal.
Anonymous | TrustRadius Reviewer

Online Training

Microsoft Dynamics 365

Microsoft Dynamics 365 7.5
Based on 2 answers
No answer on this topic is available.

Pega Platform

Pega Platform 8.0
Based on 1 answer
The online training is an excellent one, but still it is missing hands on development.
Anonymous | TrustRadius Reviewer

Implementation Rating

Microsoft Dynamics 365

Microsoft Dynamics 365 9.2
Based on 4 answers
We used a data warehouse to house our data, and our IT team and implementation vendor worked diligently ahead of time to construct idea implementation plans. Out of millions of records- we had less than a dozen errors, which is remarkable. My major insight is simply having a group of completely devoted individuals working towards your goal who fully understand the desired outcome. Focused resources for implementation season are critical to success.
Sara Tsoodle | TrustRadius Reviewer

Pega Platform

No score
No answers yet
No answers on this topic

Alternatives Considered

Microsoft Dynamics 365

Salesforce has more desirable functions than Microsoft Dynamics 365, at a competitive price. Its user interface is far more superior, it has more customization, easier customization, and out of the box it is more pleasing to the eye and to the end user. If the client doesn't have a deep-rooted connection with Microsoft I wouldn't leap to Dynamics 365.
Alexander Cooper | TrustRadius Reviewer

Pega Platform

Pega offers a business-friendly toolkit for defining applications. Unlike traditional BPM tools, there is much fewer complications, the technical syntax to handle in modeling processes and hardly any hard-coded programming. A well-trained business user can be trusted to create a business application from the Pegasystems BPM framework if desired. Pega also provides "Case Life cycle Management" - which allows any business user to capture and process the full scope of work in their operations, be it document handling, approvals, decision making, etc. These tasks can all be built into a process flow to automate as much as possible. The usage of design-once, the deploy-anywhere user interface has helped in saving a lot of effort.
Anonymous | TrustRadius Reviewer

Return on Investment

Microsoft Dynamics 365

  • It is hard to say, the reason why we are using Microsoft Dynamics CRM is because it is provided to us for free.
  • It could be worthwhile to investigate whether an alternative CRM (even though paid) can be used to boost the ROI
Anonymous | TrustRadius Reviewer

Pega Platform

  • With our framework, we have been able to build new applications in 10% of the time/cost. Example, we built an application that took 8 months and 1.2 million k in a traditional .net environment and was able to build a similar application in 60 days for about 100k
  • Collaboration with the designer shaves weeks off the requirements gathering
  • Standard reporting is a launchpad that allows the users to accept the system without waiting for MIS reports to follow application build which often would usually delay use for 60 to 90, but not with Pega
Chuck Kelly | TrustRadius Reviewer

Screenshots

Microsoft Dynamics 365

Pega Platform

Pricing Details

Microsoft Dynamics 365

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Pega Platform

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Microsoft Dynamics 365
8.4
Pega Platform
7.9

Likelihood to Renew

Microsoft Dynamics 365
7.9
Pega Platform
10.0

Usability

Microsoft Dynamics 365
8.1
Pega Platform

Support Rating

Microsoft Dynamics 365
9.0
Pega Platform
6.9

Online Training

Microsoft Dynamics 365
7.5
Pega Platform
8.0

Implementation Rating

Microsoft Dynamics 365
9.2
Pega Platform

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