Software · head to head
Microsoft Dynamics 365 Chat vs Salesforce Service Cloud Chat
Microsoft Dynamics 365 Chat
Software
Omnichannel chat solution integrated with Microsoft ecosystem
- From
- On request
- Rated
- -
Salesforce Service Cloud Chat
Software
Live chat integrated with Salesforce Service Cloud
- From
- $25/month
- Rated
- -
The short version
- Each has a real cost: Microsoft Dynamics 365 Chat digital messaging and omnichannel chat capability is not included in the base Customer Service plans and requires separately purchased Copilot Credits through Copilot Studio; Salesforce Service Cloud Chat entry-level pricing of $25 per user per month is relatively expensive for small businesses
- They diverge on capability: Microsoft Dynamics 365 Chat covers Omnichannel messaging, Salesforce Service Cloud Chat covers Live chat messaging.
Where they differ
Only the attributes on which Microsoft Dynamics 365 Chat and Salesforce Service Cloud Chat actually diverge.
| Attribute | Microsoft Dynamics 365 Chat | Salesforce Service Cloud Chat |
|---|---|---|
| Starting price | On request | $25/month |
| Pricing model | subscription | Unknown |
| Platforms | Web, Mobile app, IOS, Android | Web, Mobile apps |
| Founded | 1975 | 1999 |
Identical on both: free tier (No), user rating (Not yet rated), category (Unknown).
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 Chat
- Live chat messaging
- CRM integration
- Agent desktop integration
- Visitor tracking
- Salesforce ecosystem
- Slack
- Gmail
- Microsoft Teams
Both cover
- Web support
- Mobile app support
- IOS support
- Android support
What people use each for
The jobs each tool is most often brought in to do.
Microsoft Dynamics 365 Chat
- Enterprises already on Dynamics 365 wanting chat integrated with case management, willing to buy Copilot Credits separatelynot Salesforce Service Cloud Chat
Salesforce Service Cloud Chat
- Customer engagementnot Microsoft Dynamics 365 Chat
- Lead generationnot Microsoft Dynamics 365 Chat
- Customer supportnot Microsoft Dynamics 365 Chat
- Sales automationnot 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
- Digital messaging and omnichannel chat capability is not included in the base Customer Service plans and requires separately purchased Copilot Credits through Copilot Studio
- Base Customer Service plans are priced per user per month at $50, $105 and $195, rising steeply between the Professional and Premium tiers
Salesforce Service Cloud Chat
- Entry-level pricing of $25 per user per month is relatively expensive for small businesses
- Requires Salesforce CRM setup and integration for full functionality
- Limited standalone capability outside of Salesforce ecosystem
- Complex configuration required for advanced features
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 Chat
$25/monthNo published plan breakdown. See the Salesforce Service Cloud Chat review.
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.
Choose Salesforce Service Cloud Chat if
- You need live chat messaging.
- You work on Web, Mobile apps.
- You also want crm integration.
Questions people ask
- Is Microsoft Dynamics 365 Chat or Salesforce Service Cloud Chat better?
- Neither clearly leads. Microsoft Dynamics 365 Chat starts at On request and Salesforce Service Cloud Chat 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 Chat?
- Microsoft Dynamics 365 Chat starts at On request and Salesforce Service Cloud Chat at $25/month.
- Does Microsoft Dynamics 365 Chat or Salesforce Service Cloud Chat run on more platforms?
- Microsoft Dynamics 365 Chat runs on Web, Mobile app, IOS, Android. Salesforce Service Cloud Chat runs on Web, Mobile apps.
- What is Microsoft Dynamics 365 Chat best used for?
- Microsoft Dynamics 365 Chat is most often used for enterprises already on dynamics 365 wanting chat integrated with case management, willing to buy copilot credits separately. Of those, enterprises already on dynamics 365 wanting chat integrated with case management, willing to buy copilot credits separately is not what Salesforce Service Cloud Chat is typically brought in for.
- What can Microsoft Dynamics 365 Chat do that Salesforce Service Cloud Chat cannot?
- Microsoft Dynamics 365 Chat covers Omnichannel messaging, Live chat, Email support, Social media integration. Salesforce Service Cloud Chat covers Live chat messaging, CRM integration, Agent desktop integration, Visitor tracking. Both handle Web support, Mobile app support, IOS support, Android support.
Answered from the vendors’ own pages
Salesforce Service Cloud Chat: What is Salesforce Service Cloud Chat?
Salesforce Chat is a real-time customer engagement tool enabling businesses to connect with customers through personalized live chat interactions embedded in apps and on websites, with AI-powered chatbot support.
SourceSalesforce Service Cloud Chat: What is the pricing for Salesforce Service Cloud Chat?
Salesforce Service Cloud entry-level pricing starts at $25 per user per month, with multiple tiers available and add-ons ranging from $50 to $75 depending on required features.
Source