What users are saying about
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Top Rated
567 Ratings
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Top Rated
354 Ratings

Microsoft Dynamics 365

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Top Rated
567 Ratings
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Score 7.9 out of 100

ServiceNow

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354 Ratings
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Score 8.2 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

ServiceNow

In very large enterprises. ServiceNow can handle a multitude of operations to help with overall IT management. The downside is two-fold: it can get quite clunky at times, and is expensive. While much of it is not intuitive and can be difficult to figure out and use, it has quite a wide range of reporting capabilities. If set up properly with solid process flows, it can be a tremendous tool for IT consumers, technicians and management.
Dr Gardiner Jones | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

Microsoft Dynamics 365
8.0
ServiceNow
Customer data management / contact management
Microsoft Dynamics 365
8.5
ServiceNow
Workflow management
Microsoft Dynamics 365
7.8
ServiceNow
Territory management
Microsoft Dynamics 365
8.0
ServiceNow
Opportunity management
Microsoft Dynamics 365
8.5
ServiceNow
Integration with email client (e.g., Outlook or Gmail)
Microsoft Dynamics 365
8.0
ServiceNow
Contract management
Microsoft Dynamics 365
7.5
ServiceNow
Quote & order management
Microsoft Dynamics 365
7.5
ServiceNow
Interaction tracking
Microsoft Dynamics 365
8.0
ServiceNow
Channel / partner relationship management
Microsoft Dynamics 365
7.9
ServiceNow

Customer Service & Support

Microsoft Dynamics 365
8.3
ServiceNow
Case management
Microsoft Dynamics 365
8.6
ServiceNow
Call center management
Microsoft Dynamics 365
7.8
ServiceNow
Help desk management
Microsoft Dynamics 365
8.3
ServiceNow

Marketing Automation

Microsoft Dynamics 365
8.0
ServiceNow
Lead management
Microsoft Dynamics 365
8.2
ServiceNow
Email marketing
Microsoft Dynamics 365
7.7
ServiceNow

CRM Project Management

Microsoft Dynamics 365
7.9
ServiceNow
Task management
Microsoft Dynamics 365
7.8
ServiceNow
Billing and invoicing management
Microsoft Dynamics 365
8.0
ServiceNow
Reporting
Microsoft Dynamics 365
7.9
ServiceNow

CRM Reporting & Analytics

Microsoft Dynamics 365
7.9
ServiceNow
Forecasting
Microsoft Dynamics 365
7.6
ServiceNow
Pipeline visualization
Microsoft Dynamics 365
8.5
ServiceNow
Customizable reports
Microsoft Dynamics 365
7.7
ServiceNow

Customization

Microsoft Dynamics 365
8.0
ServiceNow
Custom fields
Microsoft Dynamics 365
8.2
ServiceNow
Custom objects
Microsoft Dynamics 365
8.1
ServiceNow
Scripting environment
Microsoft Dynamics 365
7.9
ServiceNow
API for custom integration
Microsoft Dynamics 365
8.0
ServiceNow

Security

Microsoft Dynamics 365
8.8
ServiceNow
Single sign-on capability
Microsoft Dynamics 365
8.8
ServiceNow
Role-based user permissions
Microsoft Dynamics 365
8.7
ServiceNow

Social CRM

Microsoft Dynamics 365
7.7
ServiceNow
Social data
Microsoft Dynamics 365
7.6
ServiceNow
Social engagement
Microsoft Dynamics 365
7.7
ServiceNow

Integrations with 3rd-party Software

Microsoft Dynamics 365
8.0
ServiceNow
Marketing automation
Microsoft Dynamics 365
8.1
ServiceNow
Compensation management
Microsoft Dynamics 365
7.8
ServiceNow

Platform

Microsoft Dynamics 365
7.4
ServiceNow
Mobile access
Microsoft Dynamics 365
7.4
ServiceNow

Incident and problem management

Microsoft Dynamics 365
ServiceNow
8.4
Organize and prioritize service tickets
Microsoft Dynamics 365
ServiceNow
8.8
Expert directory
Microsoft Dynamics 365
ServiceNow
7.9
Service restoration
Microsoft Dynamics 365
ServiceNow
8.0
Self-service tools
Microsoft Dynamics 365
ServiceNow
8.3
Subscription-based notifications
Microsoft Dynamics 365
ServiceNow
8.2
ITSM collaboration and documentation
Microsoft Dynamics 365
ServiceNow
8.7
ITSM reports and dashboards
Microsoft Dynamics 365
ServiceNow
8.6

ITSM asset management

Microsoft Dynamics 365
ServiceNow
8.0
Configuration mangement
Microsoft Dynamics 365
ServiceNow
8.2
Asset management dashboard
Microsoft Dynamics 365
ServiceNow
8.1
Policy and contract enforcement
Microsoft Dynamics 365
ServiceNow
7.6

Change management

Microsoft Dynamics 365
ServiceNow
8.7
Change requests repository
Microsoft Dynamics 365
ServiceNow
8.9
Change calendar
Microsoft Dynamics 365
ServiceNow
8.5
Service-level management
Microsoft Dynamics 365
ServiceNow
8.6

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

ServiceNow

  • Web based GUI where we can have drag and drop feature enabled for handling the items
  • Integrates well with third party platforms using REST APIs like monitoring tools to create tickets or Alerting tools to create alarms in case of an event
  • Available as a SAAS solution by ServiceNow hence users needn't worry about the backend infrastructure
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

ServiceNow

  • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
  • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
  • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
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

ServiceNow

ServiceNow 10.0
Based on 12 answers
At the moment, ServiceNow provides the best offering in the space and our customers are very happy with their current portals. We recently conducted an ROI review of the ServiceNow product with a client that was very favorable to the product. We keep our options open, but as of right now, we don't see a reason to change.
Akil Franklin | TrustRadius Reviewer

Usability

Microsoft Dynamics 365

Microsoft Dynamics 365 9.0
Based on 8 answers
Things can always be better, but the recent improvements with the Unified Interface have improved both the mobile version and the web application. And effectively making D365 CE customization, formerly known as XRM, part of the Power Platform as a model-driven PowerApp says a lot about the focus for Microsoft. They've vastly modernized the interface for customizers even in the last six months, and with CRM data now being the Common Data Service, this only goes to show that Microsoft will continue to focus on D365 CE functionality and make more and more usability improvements. Microsoft only continues to connect D365 CE to other tools, obviously PowerApps but Flow, SharePoint, Office 365 Groups, OneNote, and Power BI as well, for example, making the tools even more powerful than they are alone. They become both easier to use and can make solving real business problems easier as well.
Anonymous | TrustRadius Reviewer

ServiceNow

ServiceNow 10.0
Based on 7 answers
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
Max Lewenhaupt | TrustRadius Reviewer

Reliability and Availability

Microsoft Dynamics 365

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 10.0
Based on 1 answer
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes | TrustRadius Reviewer

Performance

Microsoft Dynamics 365

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Support Rating

Microsoft Dynamics 365

Microsoft Dynamics 365 10.0
Based on 1 answer
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

ServiceNow

ServiceNow 8.3
Based on 18 answers
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
Anonymous | TrustRadius Reviewer

Online Training

Microsoft Dynamics 365

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

ServiceNow

ServiceNow 1.0
Based on 1 answer
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
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

ServiceNow

ServiceNow 10.0
Based on 3 answers
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Randall Hodgins | TrustRadius Reviewer

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

ServiceNow

ServiceNow seems to be able to scale as large as you would like it to and outpaces the competition as far as ease of licenses and growth. While it is clunky it really allows you to drill down to the smallest workflow or permissions to really allow the system to build around your environment. Other products seem to want to push you towards templates or more of the "wizard" style set up.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Scalability

Microsoft Dynamics 365

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | 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

ServiceNow

  • ServiceNow has positively impacted ROI as it has improved the efficiency of request handling.
  • It has had the positive impact of allowing our organization to standardize on one ticketing tool eliminating a number of others.
  • A negative impact on ROI has been the licensing cost of ServiceNow. Being the premier ticket management system, it definitely has the price tag to match.
Anonymous | TrustRadius Reviewer

Pricing Details

Microsoft Dynamics 365

General

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

ServiceNow

General

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

Rating Summary

Likelihood to Recommend

Microsoft Dynamics 365
8.3
ServiceNow
8.4

Likelihood to Renew

Microsoft Dynamics 365
7.9
ServiceNow
10.0

Usability

Microsoft Dynamics 365
9.0
ServiceNow
10.0

Reliability and Availability

Microsoft Dynamics 365
ServiceNow
10.0

Performance

Microsoft Dynamics 365
ServiceNow
9.0

Support Rating

Microsoft Dynamics 365
10.0
ServiceNow
8.3

Online Training

Microsoft Dynamics 365
7.5
ServiceNow
1.0

Implementation Rating

Microsoft Dynamics 365
9.2
ServiceNow
10.0

Scalability

Microsoft Dynamics 365
ServiceNow
10.0

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