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Top Rated
758 Ratings

Microsoft Dynamics 365

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Top Rated
758 Ratings
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Score 7.8 out of 100
438 Ratings
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Score 8.4 out of 100

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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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.
    Anonymous | TrustRadius Reviewer

    ServiceNow 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.
    Anonymous | TrustRadius Reviewer

    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 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.
    Dr Gardiner Jones | 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 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!
    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

    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
    1. 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.
    Chris Jensen | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Usability

    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.
    Mohd Nazish | TrustRadius Reviewer

    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.
    Max Lewenhaupt | TrustRadius Reviewer

    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.
    Michael Sypes | TrustRadius Reviewer

    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.
    Michael Sypes | TrustRadius Reviewer

    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.
    Todd Jankowski | TrustRadius Reviewer

    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.
    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 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.
    Anonymous | TrustRadius Reviewer

    Implementation 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.
    Sara Tsoodle | TrustRadius Reviewer

    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.
    Randall Hodgins | TrustRadius Reviewer

    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
    Patrick Stephens | TrustRadius Reviewer

    ServiceNow IT Service Management

    We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
    Jessica Rich | TrustRadius Reviewer

    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.
    Mst Rahima Khatun | TrustRadius Reviewer

    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.
    Michael Sypes | TrustRadius Reviewer

    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.
    Mst Rahima Khatun | TrustRadius Reviewer

    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.
    Alexander Cooper | TrustRadius Reviewer

    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
    Anonymous | TrustRadius Reviewer

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