What users are saying about
Microsoft Dynamics 365
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Top Rated
758 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 758 reviews and ratings
438 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.4 out of 100
Based on 438 reviews and ratings
- Feature Set Ratings
- Attribute Ratings
- Likelihood to Recommend
- Pros
- Cons
- Pricing Details
- Likelihood to Renew
- Usability
- Reliability and Availability
- Performance
- Support Rating
- Online Training
- Implementation Rating
- Alternatives Considered
- Contract Terms and Pricing Model
- Scalability
- Professional Services
- Return on Investment
Feature Set Ratings
Sales Force Automation

8.6
Microsoft Dynamics 365
86%

ServiceNow IT Service Management
Feature Set Not Supported
N/A
Microsoft Dynamics 365 ranks higher in 9/9 features
Microsoft Dynamics 365 ranks higher in 9/9 features
Customer data management / contact management

8.2
82%
70 Ratings

N/A
0 Ratings
Workflow management

8.0
80%
69 Ratings

N/A
0 Ratings
Territory management

8.3
83%
53 Ratings

N/A
0 Ratings
Opportunity management

9.0
90%
65 Ratings

N/A
0 Ratings
Integration with email client (e.g., Outlook or Gmail)

9.5
95%
68 Ratings

N/A
0 Ratings
Contract management

8.4
84%
54 Ratings

N/A
0 Ratings
Quote & order management

9.0
90%
50 Ratings

N/A
0 Ratings
Interaction tracking

8.7
87%
62 Ratings

N/A
0 Ratings
Channel / partner relationship management

8.5
85%
53 Ratings

N/A
0 Ratings
Customer Service & Support

7.8
Microsoft Dynamics 365
78%

ServiceNow IT Service Management
Feature Set Not Supported
N/A
Microsoft Dynamics 365 ranks higher in 3/3 features
Microsoft Dynamics 365 ranks higher in 3/3 features
Case management

7.8
78%
53 Ratings

N/A
0 Ratings
Call center management

8.1
81%
46 Ratings

N/A
0 Ratings
Help desk management

7.5
75%
51 Ratings

N/A
0 Ratings
Marketing Automation

8.3
Microsoft Dynamics 365
83%

ServiceNow IT Service Management
Feature Set Not Supported
N/A
Microsoft Dynamics 365 ranks higher in 2/2 features
Microsoft Dynamics 365 ranks higher in 2/2 features
Lead management

8.9
89%
63 Ratings

N/A
0 Ratings
Email marketing

7.7
77%
64 Ratings

N/A
0 Ratings
CRM Project Management

8.4
Microsoft Dynamics 365
84%

ServiceNow IT Service Management
Feature Set Not Supported
N/A
Microsoft Dynamics 365 ranks higher in 3/3 features
Microsoft Dynamics 365 ranks higher in 3/3 features
Task management

8.5
85%
61 Ratings

N/A
0 Ratings
Billing and invoicing management

8.5
85%
45 Ratings

N/A
0 Ratings
Reporting

8.3
83%
55 Ratings

N/A
0 Ratings
CRM Reporting & Analytics

8.6
Microsoft Dynamics 365
86%

ServiceNow IT Service Management
Feature Set Not Supported
N/A
Microsoft Dynamics 365 ranks higher in 3/3 features
Microsoft Dynamics 365 ranks higher in 3/3 features
Forecasting

8.9
89%
57 Ratings

N/A
0 Ratings
Pipeline visualization

8.2
82%
63 Ratings

N/A
0 Ratings
Customizable reports

8.8
88%
65 Ratings

N/A
0 Ratings
Customization

8.1
Microsoft Dynamics 365
81%

ServiceNow IT Service Management
Feature Set Not Supported
N/A
Microsoft Dynamics 365 ranks higher in 4/4 features
Microsoft Dynamics 365 ranks higher in 4/4 features
Custom fields

8.4
84%
68 Ratings

N/A
0 Ratings
Custom objects

8.1
81%
63 Ratings

N/A
0 Ratings
Scripting environment

8.0
80%
50 Ratings

N/A
0 Ratings
API for custom integration

8.0
80%
54 Ratings

N/A
0 Ratings
Security

8.6
Microsoft Dynamics 365
86%

ServiceNow IT Service Management
Feature Set Not Supported
N/A
Microsoft Dynamics 365 ranks higher in 2/2 features
Microsoft Dynamics 365 ranks higher in 2/2 features
Single sign-on capability

8.8
88%
58 Ratings

N/A
0 Ratings
Role-based user permissions

8.4
84%
59 Ratings

N/A
0 Ratings
Social CRM

8.3
Microsoft Dynamics 365
83%

ServiceNow IT Service Management
Feature Set Not Supported
N/A
Microsoft Dynamics 365 ranks higher in 2/2 features
Microsoft Dynamics 365 ranks higher in 2/2 features
Social data

8.3
83%
38 Ratings

N/A
0 Ratings
Social engagement

8.2
82%
39 Ratings

N/A
0 Ratings
Integrations with 3rd-party Software

8.5
Microsoft Dynamics 365
85%

ServiceNow IT Service Management
Feature Set Not Supported
N/A
Microsoft Dynamics 365 ranks higher in 2/2 features
Microsoft Dynamics 365 ranks higher in 2/2 features
Marketing automation

8.6
86%
58 Ratings

N/A
0 Ratings
Compensation management

8.4
84%
31 Ratings

N/A
0 Ratings
Platform

8.1
Microsoft Dynamics 365
81%

ServiceNow IT Service Management
Feature Set Not Supported
N/A
Microsoft Dynamics 365 ranks higher in 1/1 features
Microsoft Dynamics 365 ranks higher in 1/1 features
Mobile access

8.1
81%
50 Ratings

N/A
0 Ratings
Incident and problem management

Microsoft Dynamics 365
Feature Set Not Supported
N/A

8.1
ServiceNow IT Service Management
81%
ServiceNow IT Service Management ranks higher in 7/7 features
ServiceNow IT Service Management ranks higher in 7/7 features
Organize and prioritize service tickets

N/A
0 Ratings

8.9
89%
67 Ratings
Expert directory

N/A
0 Ratings

7.9
79%
51 Ratings
Service restoration

N/A
0 Ratings

7.8
78%
56 Ratings
Self-service tools

N/A
0 Ratings

7.6
76%
65 Ratings
Subscription-based notifications

N/A
0 Ratings

7.4
74%
63 Ratings
ITSM collaboration and documentation

N/A
0 Ratings

8.4
84%
60 Ratings
ITSM reports and dashboards

N/A
0 Ratings

8.4
84%
62 Ratings
ITSM asset management

Microsoft Dynamics 365
Feature Set Not Supported
N/A

7.8
ServiceNow IT Service Management
78%
ServiceNow IT Service Management ranks higher in 3/3 features
ServiceNow IT Service Management ranks higher in 3/3 features
Configuration mangement

N/A
0 Ratings

7.7
77%
60 Ratings
Asset management dashboard

N/A
0 Ratings

8.0
80%
59 Ratings
Policy and contract enforcement

N/A
0 Ratings

7.7
77%
53 Ratings
Change management

Microsoft Dynamics 365
Feature Set Not Supported
N/A

8.1
ServiceNow IT Service Management
81%
ServiceNow IT Service Management ranks higher in 3/3 features
ServiceNow IT Service Management ranks higher in 3/3 features
Change requests repository

N/A
0 Ratings

8.2
82%
61 Ratings
Change calendar

N/A
0 Ratings

7.8
78%
55 Ratings
Service-level management

N/A
0 Ratings

8.2
82%
57 Ratings
Attribute Ratings
- Microsoft Dynamics 365 is rated higher in 3 areas: Usability, Support Rating, Online Training
- ServiceNow IT Service Management is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Implementation Rating
Likelihood to Recommend

8.0
Microsoft Dynamics 365
80%
91 Ratings

8.7
ServiceNow IT Service Management
87%
79 Ratings
Likelihood to Renew

7.9
Microsoft Dynamics 365
79%
19 Ratings

10.0
ServiceNow IT Service Management
100%
12 Ratings
Usability

8.1
Microsoft Dynamics 365
81%
21 Ratings

6.4
ServiceNow IT Service Management
64%
11 Ratings
Availability

Microsoft Dynamics 365
N/A
0 Ratings

10.0
ServiceNow IT Service Management
100%
2 Ratings
Performance

Microsoft Dynamics 365
N/A
0 Ratings

9.0
ServiceNow IT Service Management
90%
2 Ratings
Support Rating

8.2
Microsoft Dynamics 365
82%
15 Ratings

7.5
ServiceNow IT Service Management
75%
40 Ratings
Online Training

7.5
Microsoft Dynamics 365
75%
2 Ratings

1.0
ServiceNow IT Service Management
10%
1 Rating
Implementation Rating

9.5
Microsoft Dynamics 365
95%
8 Ratings

10.0
ServiceNow IT Service Management
100%
6 Ratings
Contract Terms and Pricing Model

5.7
Microsoft Dynamics 365
57%
4 Ratings

ServiceNow IT Service Management
N/A
0 Ratings
Product Scalability

Microsoft Dynamics 365
N/A
0 Ratings

10.0
ServiceNow IT Service Management
100%
1 Rating
Professional Services

7.5
Microsoft Dynamics 365
75%
2 Ratings

ServiceNow IT Service Management
N/A
0 Ratings
Likelihood to Recommend
Microsoft Dynamics 365
We work in a Cloud environment with Azure where using Microsoft Dynamics 365 as a CRM and ERP application helps us to a great extent. We mostly deal with data projects at the moment and combining/Integrating Microsoft Dynamics 365 with other Microsoft applications is easier that helps us to meet the project objective and our goal.

Verified User
Analyst in Research & Development
Research Company, 501-1000 employeesServiceNow IT Service Management
In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.

Verified User
Engineer in Finance and Accounting
Financial Services Company, 5001-10,000 employeesPros
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.

Verified User
Engineer in Information Technology
Food & Beverages Company, 51-200 employeesServiceNow IT Service Management
- When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
- I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
- Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
- To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
Windows Systems Administrator
DaVita Kidney CareHospital & Health Care, 1001-5000 employees
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.
Systems & Data Manager
APTIMConstruction, 10,001+ employees
ServiceNow IT Service Management
- 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!

Verified User
Project Manager in Information Technology
Banking Company, 10,001+ employeesPricing Details
Microsoft Dynamics 365
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Starting Price
$44 per month
Microsoft Dynamics 365 Editions & Modules
—
Additional Pricing Details
—ServiceNow IT Service Management
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$0 per year
ServiceNow IT Service Management Editions & Modules
Edition
Starting Price | $10,000.001 |
---|
- per year
Additional Pricing Details
—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.
Analyst / CRM Administrator
Partners Rx51-200 employees
ServiceNow IT Service Management
ServiceNow IT Service Management 10.0
Based on 12 answers
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.

Verified User
Analyst in Information Technology
Information Technology and Services Company, 1001-5000 employeesUsability
Microsoft Dynamics 365
Microsoft Dynamics 365 8.1
Based on 21 answers
My review can help others to choose the correct CRM like Microsoft Dynamics 365 CRM. I see lots of great things in Microsoft Dynamics 365 that make your business easy and smooth also MS allows users to customize the software according to their needs. So Thought I should share my experience with others.
Dynamics 365 CE/CRM - Senior Technical Consultant
Binmile Technologies Private Limited (BMT)Computer Software, 51-200 employees
ServiceNow IT Service Management
ServiceNow IT Service Management 6.4
Based on 11 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.
EMEA Enterprise Support Specialist
Discovery Networks InternationalBroadcast Media, 1001-5000 employees
Reliability and Availability
Microsoft Dynamics 365
No score
No answers yet
No answers on this topic
ServiceNow IT Service Management
ServiceNow IT Service Management 10.0
Based on 2 answers
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
Performance
Microsoft Dynamics 365
No score
No answers yet
No answers on this topic
ServiceNow IT Service Management
ServiceNow IT Service Management 9.0
Based on 2 answers
For a massive system, page loads are reasonably quick, including searches.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
Support Rating
Microsoft Dynamics 365
Microsoft Dynamics 365 8.2
Based on 15 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.
Marketing Specialist
ThyssenKrupp Rotek IncorporatedMechanical or Industrial Engineering, 201-500 employees
ServiceNow IT Service Management
ServiceNow IT Service Management 7.5
Based on 40 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.

Verified User
Administrator in Information Technology
Law Practice Company, 1001-5000 employeesOnline Training
Microsoft Dynamics 365
Microsoft Dynamics 365 7.5
Based on 2 answers
No answer on this topic is available.
ServiceNow IT Service Management
ServiceNow IT Service Management 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.

Verified User
Engineer in Information Technology
Consumer Goods Company, 5001-10,000 employeesImplementation Rating
Microsoft Dynamics 365
Microsoft Dynamics 365 9.5
Based on 8 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.
Marketing Director
TriNet (Accord Human Resources)Retail, 201-500 employees
ServiceNow IT Service Management
ServiceNow IT Service Management 10.0
Based on 6 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.
Senior ITSM Solutions Architect
JIT Resources & Solutions (J.I.T.)Information Technology and Services, 11-50 employees
Alternatives Considered
Microsoft Dynamics 365
Microsoft Dynamics was part of a system overhaul for a local school, and we looked at many products. If we had used it for a company with low turnover, then it might have been more feasible. They needed something a new person could learn quickly, someone who might also be learning marketing terms at the same time - especially if there is nobody to train the individual now expected to know the system. Similar issues occurred with all of these programs (we called it being too big for their britches), and one of the bigger things we liked was that it is more compatible with MS Office products in both technical and visual appeal. If you have a steady employees who use a CRM consistently, low turnover, and those who are very familiar with Office products, Dynamics would be the smartest option for you. Unfortunately, this was just not true for the school environment
Director Of Communications
Freelance/ConsultationEducation Management, 51-200 employees
ServiceNow IT Service Management
Project manager
IndeedInformation Technology & Services, 10,001+ employees
Contract Terms and Pricing Model
Microsoft Dynamics 365
Microsoft Dynamics 365 5.7
Based on 4 answers
On our purchase, I'd been interrogated about our usage. Our needs are met by Microsoft Dynamics 365, which is simple to use. With so much data and information available, we must ensure that it is presented correctly to managers. Due to a lack of use, we don't have to spend as much money on Salesforce.
Marketing Product Management
ClopsmithInformation Technology & Services, 11-50 employees
ServiceNow IT Service Management
No score
No answers yet
No answers on this topic
Scalability
Microsoft Dynamics 365
No score
No answers yet
No answers on this topic
ServiceNow IT Service Management
ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
Professional Services
Microsoft Dynamics 365
Microsoft Dynamics 365 7.5
Based on 2 answers
My company's preferred program right now is Microsoft Dynamics 365. We use it to keep track of customers and important sales metrics in a streamlined manner. Anyone familiar with CRMs will find the tool extremely useful. Considering that we have a good turnover, this product will be used for its basic segments. As a result, there are few chances of error with Microsoft dynamics because it is so easy to use. Many options for recording data on these leads are available. It meets our needs and pays off.
Marketing Product Management
ClopsmithInformation Technology & Services, 11-50 employees
ServiceNow IT Service Management
No score
No answers yet
No answers on this topic
Return on Investment
Microsoft Dynamics 365
- For those without a centralized, all in one solution for major HR, Finance and other departments, Microsoft Dynamics 365 has vastly improved employee time utilization and profit.
- Migrating clients from on-premise to the cloud has reaped benefits including better security, no unscheduled downtime and frequent updates to functionality.
- Those transferring from cheaper solutions have lost money in the aim to be better integrated with other Microsoft products and AI they don't really utilize.
Applications Consultant
Fujitsu UKComputer Software, 10,001+ employees
ServiceNow IT Service Management
- ServiceNow has helped majorly in removing the in-house development effort for the ticketing tool and now we can focus on using the ticketing system and rest is managed by service now
- ServiceNow have had a great impact in Incident reporting and management through its subscription models and a powerful dashboard
- With machine learning feature available within service now, we are able to analyze the incident patterns and root cause and reduce the production outages

Verified User
Engineer in Information Technology
Banking Company, 1001-5000 employees