Microsoft Dynamics vs Salesforce: Comparing Leading CRM Solutions

Just like Coca-cola and Pepsi in the market of carbonated soft drinks, Microsoft Dynamics and Salesforce have been the most famous representatives of the solutions for the customer relationship management industry for almost two decades. However, we are not going to answer the question of whether one of these CRM solutions is better than the other. What we want is to tell you more about these powerful tools and let you pick the one that fits your business best.

What are Salesforce and Microsoft Dynamics?

Salesforce is a CRM platform that offers an array of marketing, commerce, sales, and other tools to empower companies’ relationships with customers. The Salesforce CRM platform was officially launched in 2000 and, since then, the company has been introducing new solutions within the platform to meet their customers’ needs across different industries.


Microsoft Dynamics is a set of CRM and ERP solutions aimed to enable and improve key company’s business activities. The first version of the CRM platform was introduced by Microsoft in 2003. The platform was known as “Microsoft Business Solutions Customer Relationship Management 1.0” at that time. MS Dynamics suite is now focused on various aspects of business and offers numerous products to its customers.

Microsoft CRM vs Salesforce: Features

Salesforce Features

Salesforce is a cloud-based solution consisting of individual modules. Business owners can choose which one of these modules to implement for their particular case or if they need to take them all. These modules offer basic Salesforce functionality as well as specific features and capabilities tailored to the needs of businesses across various industries. Let’s have a look at each module separately.

Sales Cloud

Sales Cloud is one of the Salesforce cloud-based applications designed to automate sales processes and operations across the organization. Sales Cloud features include all of the basic features of a CRM and specific sales tools for sales forecasting, sales cycle automation, and more. Sales managers and executives use this module to efficiently manage sales operations, close more deals, and get meaningful and powerful insights into their company’s financial performance.

Service Cloud

Service Cloud is a cloud-based service platform that helps organizations establish and maintain stronger relationships with their customers and partners. Sales Cloud provides various tools aimed to increase engagement with customers such as customer support solutions, business process automation tools, call center management, and more. The platform can be integrated with different channels used for customer engagement such as chatbots, social media, your website, or application allowing your customer service team to provide support for your clients across all of the channels they use. 


Service Cloud also improves communication inside the organization. For instance, the platform extension for field service helps to assign workers to the right projects and prioritize these tasks if necessary. It also allows managing safety protocols and accessing any data needed for field workers remotely by using any mobile device.

Marketing Cloud

Marketing Cloud is a cloud-based application aimed to power your marketing teams with the latest digital marketing tools. The platform includes everything from marketing automation and digital advertising to powerful email marketing and data management solutions. With the help of Marketing Cloud, marketers can create personalized email marketing campaigns, advertising, get insights into customer behavior, as well as segment and analyze customer data. 

Commerce Cloud

Commerce Cloud is the ultimate Salesforce solution for online retail business. The platform features different modules such as B2C Commerce, B2B Commerce, Order Management addressing various challenges met by ecommerce. Check out our complete Commerce Cloud overview to learn more. 


Besides the above-mentioned modules, Salesforce offers many other solutions tailored to specific business needs. For instance, Community Cloud can be used to create communities within a platform for getting clients’ feedback, training, providing customer support, etc. Salesforce Einstein introduces Artificial Intelligence aimed to eliminate the need to manually analyze customer’s data collected by the platform. These and other solutions can be simply added to the basic Salesforce functionality. Third-party solutions to integrate with the Salesforce platform can be found via the Salesforce AppExchange marketplace.

Microsoft Dynamics 365 Features

Microsoft Dynamics platform also includes individual modules tailored to various business needs. These modules can be added to the basic Dynamics functionality when you need them. There are eight modules in total:


  • Finance aimed to simplify financial operations across the organization.
  • Operations is used to automate and streamline various operations and tasks across all departments.
  • Sales was created for sales automation and aimed to improve the performance of the sales teams.
  • Customer Service helps customer support teams to resolve customer’s issues more efficiently and faster.
  • Field Service solution created to connect field service workers and their managers.
  • Marketing tool for creating compelling and high-performing marketing campaigns.
  • Commerce module aimed to simplify the online retail processes and operations.
  • Human Resources is used for finding new talents and keeping existing employees satisfied with their working environment.

Check out our MS Dynamics module overview for more details.


There are many other Microsoft solutions available for integration with the basic CRM platform. For instance, you can connect your MS Dynamics with Power Apps, a suite of applications and services aimed to help developers build custom business applications. Office 365 is one of the most popular solutions by Microsoft that features all of the tools a business needs. The company also has its own app marketplace called Microsoft AppSource where you can find third-party solutions to integrate with the CRM, thus getting new functionality tailored to your specific needs.


You can check out our latest MS Dynamics overview to get deeper into the platform’s functionality.

Salesforce & Microsoft Dynamics CRMs: Points of Interest


  • Cloud-based solution
    In comparison to on-premise software cloud-based solutions are more cost-effective and accessible. Cloud deployment eliminates the need to buy additional hardware, hire in-house dev teams. Besides, it can be accessed via any mobile device that has an internet connection.
  • Simple customization
    Salesforce introduces simple customization capabilities to let you make your workspace as convenient and tailored to your needs as possible. From custom templates and dashboard within a few clicks to more precise code customization.
  • Easy to integrate with the existing IT infrastructure
    Salesforce CRM can be integrated with numerous third-party systems which makes it easy to introduce to the company’s existing IT environment. For basic functionalities, no additional technical support is required.
  • Quick start
    Salesforce is based in a cloud which means that you can start managing your business using this CRM soon after you get your subscription. This is a great advantage for companies that want to start their business quickly or enterprises that can not stop their business processes while migrating to a different platform.



  • Accessible for small business
    With the help of MS Dynamics, small businesses can streamline their key processes and drive their business growth. A variety of solutions offered within MS Dynamics allows small businesses to pick only features that they really need and can afford.
  • Seamless integration with numerous MS products
    Microsoft has a great variety of products tailored to specific needs that can be easily integrated with MS Dynamics. Since all of these solutions are designed by the same company, they all deliver a similar user experience, meaning that it will be easier for MS Dynamics users to use other MS products.
  • Available on-premise
    Even though the cloud solution has its own benefits, it is good when you have an option to settle an on-premise version. Unlike cloud-based MS Dynamics, on-premise software provides full access to its features that are also available even when you do not have internet access.
  • Extensive pricing model
    Microsoft offers an extensive pricing model that allows companies of all sizes and industries to pick the option that fits their needs best. You can pay for a specific app, or pick one of the ready-to-use plans packed with various solutions.

What Are the Benefits of Using CRM?

No matter which of the two solutions you choose, introducing a CRM platform to your current business environment is one of the best decisions a company can make. The following benefits leveraged by business with the CRM on board apply both to Salesforce and MS Dynamics:


  • Flexibility
  • Scalability
  • Cost-Effective
  • Improved Performance
  • Valuable Insights
  • Data-Driven Decision-Making

What to Choose: Salesforce or Microsoft Dynamics?

It is up to you to choose which of the two leading CRM platforms fits your company best. Both solutions offer similar functionalities and are willing to meet various constantly changing market and business requirements. If you want to learn more about Salesforce and MS Dynamics solutions, reach out to the OMI specialists. Our team will be happy to provide you with more details about each CRM and help you pick the right one to cover your business needs and goals.