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Microsoft Dynamics 365 Chat vs Salesforce Service Cloud

Microsoft Dynamics 365 Chat logo

Microsoft Dynamics 365 Chat

Live Chat

Omnichannel chat solution integrated with Microsoft ecosystem

From
On request
Rated
-
Full reviewWebsite
Salesforce Service Cloud logo

Salesforce Service Cloud

Customer Support

Customer service software that powers loyalty

From
$25/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Microsoft Dynamics 365 Chat specific pricing not disclosed on product page; Salesforce Service Cloud the vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers
  • They diverge on capability: Microsoft Dynamics 365 Chat covers Omnichannel messaging, Salesforce Service Cloud covers Case management.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Microsoft Dynamics 365 Chat and Salesforce Service Cloud actually diverge.

Attributes where Microsoft Dynamics 365 Chat and Salesforce Service Cloud differ
AttributeMicrosoft Dynamics 365 ChatSalesforce Service Cloud
Starting priceOn request$25/month
PlatformsWeb, Mobile app, IOS, AndroidWeb, Ios, Android
CategoryLive ChatCustomer Support
Founded19751999

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Microsoft Dynamics 365 Chat

  • Omnichannel messaging
  • Live chat
  • Email support
  • Social media integration
  • Outlook
  • Teams
  • 365
  • Power BI

Only in Salesforce Service Cloud

  • Case management
  • Omnichannel routing
  • AI-powered bots
  • Field service
  • Self-service
  • Analytics
  • Salesforce CRM
  • Slack

Both cover

  • Web support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Microsoft Dynamics 365 Chat

  • Customer service omnichannel communicationnot Salesforce Service Cloud
  • Multi-channel customer engagementnot Salesforce Service Cloud
  • AI-powered customer conversationsnot Salesforce Service Cloud
  • Enterprise customer service automationnot Salesforce Service Cloud

Salesforce Service Cloud

  • Enterprise customer servicenot Microsoft Dynamics 365 Chat
  • Field servicenot Microsoft Dynamics 365 Chat
  • Self-service portalsnot Microsoft Dynamics 365 Chat
  • AI-powered supportnot Microsoft Dynamics 365 Chat

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Microsoft Dynamics 365 Chat

  • Specific pricing not disclosed on product page
  • Directs users to separate pricing overview page for details
  • Requires contacting sales for custom quotes and pricing

Salesforce Service Cloud

  • The vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers

Pricing, plan by plan

Microsoft Dynamics 365 Chat

On request
  • Customer Service Professional$100/month
    • Basic chat
    • Ticketing
  • Customer Service Enterprise$200/month
    • Advanced omnichannel
    • AI integration
  • Premium$undefined/month
    • Custom solutions
    • Dedicated support

Salesforce Service Cloud

$25/month
  • Essentials$25/month
    • Case management
    • Knowledge base
    • Web & email support
  • Professional$80/month
    • CTI
    • Omni-channel routing
    • Custom reports
  • Enterprise$165/month
    • Web API
    • Einstein AI
    • Workflow automation
  • Unlimited$330/month
    • 24/7 support
    • Configuration services
    • Premier success

Which should you pick?

Choose Microsoft Dynamics 365 Chat if

  • You need omnichannel messaging.
  • You work on Web, Mobile app, IOS, Android.
  • You also want live chat.
Microsoft Dynamics 365 Chat review

Choose Salesforce Service Cloud if

  • You need case management.
  • You work on Web, Ios, Android.
  • You also want omnichannel routing.
Salesforce Service Cloud review

Questions people ask

Is Microsoft Dynamics 365 Chat or Salesforce Service Cloud better?
Neither clearly leads. Microsoft Dynamics 365 Chat starts at On request and Salesforce Service Cloud at $25/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Microsoft Dynamics 365 Chat or Salesforce Service Cloud?
Microsoft Dynamics 365 Chat starts at On request and Salesforce Service Cloud at $25/month.
Does Microsoft Dynamics 365 Chat or Salesforce Service Cloud run on more platforms?
Microsoft Dynamics 365 Chat runs on Web, Mobile app, IOS, Android. Salesforce Service Cloud runs on Web, Ios, Android.
What is Microsoft Dynamics 365 Chat best used for?
Microsoft Dynamics 365 Chat is most often used for customer service omnichannel communication, multi-channel customer engagement, ai-powered customer conversations, enterprise customer service automation. Of those, customer service omnichannel communication and multi-channel customer engagement are not what Salesforce Service Cloud is typically brought in for.
What can Microsoft Dynamics 365 Chat do that Salesforce Service Cloud cannot?
Microsoft Dynamics 365 Chat covers Omnichannel messaging, Live chat, Email support, Social media integration. Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Both handle Web support, Android support.

Answered from the vendors’ own pages

Microsoft Dynamics 365 Chat: How much does Microsoft Dynamics 365 Chat cost?

Specific pricing for Dynamics 365 Chat is not published on the product page. Pricing information is available on Microsoft's separate Dynamics 365 pricing overview page, with custom quotes available through sales contact.

Source
Microsoft Dynamics 365 Chat: Is there a free trial for Dynamics 365 Chat?

Microsoft Dynamics 365 offers free trials that users can request directly from the product page. Exact trial duration and terms are determined during the trial request process.

Source
Microsoft Dynamics 365 Chat: Can I compare Dynamics 365 Chat plans and pricing?

Microsoft provides plan and pricing comparison on their dedicated pricing overview page. Users should visit the Dynamics 365 pricing section to see available plans, features, and pricing tiers before contacting sales.

Source
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