Microsoft Corporation

Microsoft Dynamics 365 for Customer Service

Composite Score

7.8 /10

CX Score

8.0 /10

144 Reviews Write a Review

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What is Microsoft Dynamics 365 for Customer Service?

To accelerate your digital transformation, you need a new type of business application. One that breaks down the silos between CRM and ERP, that’s powered by data and intelligence, and helps capture new business opportunities. That’s Microsoft Dynamics 365.

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Awards & Recognition

Microsoft Dynamics 365 for Customer Service won the following awards in the Customer Service - Enterprise category

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1 Top Rated Capabilities

0 Top Rated Features

2024

3 Top Rated Capabilities

1 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Product Impact
Conflict Resolution

2022

4 Top Rated Capabilities

0 Top Rated Features

2022

Microsoft Dynamics 365 for Customer Service Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Microsoft Dynamics 365 for Customer Service.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

81 Likeliness to Recommend

94 Plan to Renew

81 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+83 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Microsoft Dynamics 365 for Customer Service?

4% Negative

9% Neutral

87% Positive

Pros

Respectful
Reliable
Continually Improving Product
Helps Innovate

Feature Ratings

Average 80

Customer Self Service Capabilities

Analytics and Reporting

Customer Service Knowledge Management

Intelligent Search

Agent Collaboration

Mobile Customer Care

Contact Center Integration

Customer Community Management

Customer Service Workflow Management

Multi Channel Support

Agent Scripting

Vendor Capability Ratings

Average 78

Ease of Data Integration

Product Strategy and Rate of Improvement

Breadth of Features

Ease of IT Administration

Quality of Features

Ease of Customization

Business Value Created

Ease of Implementation

Vendor Support

Usability and Intuitiveness

Availability and Quality of Training

Microsoft Dynamics 365 for Customer Service Reviews

Naveen S.

Role: Consultant
Industry: Engineering
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2024

Great and Easy to Use

Likeliness to Recommend

10 /10

What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?

The standout aspect of Microsoft Dynamics 365 for Customer Service lies in its seamless integration with the entire suite of Microsoft products. Since transitioning to Microsoft, we've migrated our entire suite of tools, and I'm particularly impressed by how effortlessly Dynamics 365 forms integrate with other Microsoft applications. This seamless integration gives us a significant advantage over using disparate solutions, such as those offered by Google.

What is your favorite aspect of this product?

Forms Pro provides a powerful tool for analyzing responses and uncovering valuable insights by correlating related responses. Its strength lies in integration, seamlessly recording responses in Google Sheets, SharePoint, or Flow. Additionally, it offers push notifications for submitted or approved Cognito responses. This integration capability enhances collaboration and ensures data accessibility across platforms, ultimately enabling more informed decision-making and driving impactful results.

What do you dislike most about this product?

While Microsoft 365 Customer Voice may lack some features found in other insights tracking tools, its integration with the broader Microsoft ecosystem offers significant advantages. With ongoing development, it has the potential to bridge these gaps and become a comprehensive solution for gathering and analyzing customer feedback.

What recommendations would you give to someone considering this product?

Here are recommendations for someone considering Microsoft 365 Customer Voice: Assess your needs and objectives. Explore integration with existing systems. Understand features and limitations. Plan for implementation carefully.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Ali Hamza (.

Role: Sales Marketing
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2024

Fantastic and user friendly

Likeliness to Recommend

9 /10

What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?

Its smooth and easy to use. very effective.

What is your favorite aspect of this product?

Numerous data available Like the products can be seen which we have on our website

What do you dislike most about this product?

a bit slower

What recommendations would you give to someone considering this product?

needs a strong and high speed internet at all time

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Sai Prakash Reddy A.

Role: Information Technology
Industry: Energy
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2023

Great Customer Service platform with flexibility

Likeliness to Recommend

7 /10

What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?

The way it integrates into existing Microsoft products and how flexible it is

What is your favorite aspect of this product?

End-to-End solutions for all things Customer. It doesn't need any extra tooling to start working with. As we are in Microsoft ecosystem already, this is a great choice as it easily integrates with Azure environment and Sharepoint as well

What do you dislike most about this product?

Depending on the size of (your) company, the price can be pretty steep to justify!

What recommendations would you give to someone considering this product?

One stop solution for anybody who want to plug and play into the Microsoft's suite of products

Pros

Respectful
Efficient Service
Effective Service
Acts with Integrity

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Microsoft Dynamics 365 for Customer Service

What is Microsoft Dynamics 365 for Customer Service?

Company Details

Book a Free Demo Today!

Awards & Recognition

2022 Emotional Footprint Champion

Microsoft Dynamics 365 for Customer Service Ratings

81 Likeliness to Recommend

94 Plan to Renew

81 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+83 Net Emotional Footprint

How much do users love Microsoft Dynamics 365 for Customer Service?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Microsoft Dynamics 365 for Customer Service Reviews

Naveen S.

Great and Easy to Use

Likeliness to Recommend

Pros

Ali Hamza (.

Fantastic and user friendly

Likeliness to Recommend

Pros

Sai Prakash Reddy A.

Great Customer Service platform with flexibility

Likeliness to Recommend

Pros

Most Popular Microsoft Dynamics 365 for Customer Service Comparisons

HubSpot Service Hub

Zendesk for Service

Salesforce Service Cloud

Freshdesk

Zoho Desk

Oracle Service

1
Since last award

Feature Ratings

Customer Self Service Capabilities

Analytics and Reporting

Customer Service Knowledge Management

Intelligent Search

Agent Collaboration

Mobile Customer Care

Contact Center Integration

Customer Community Management

Customer Service Workflow Management

Multi Channel Support

Agent Scripting

Vendor Capability Ratings

Ease of Data Integration

Product Strategy and Rate of Improvement

Breadth of Features

Ease of IT Administration

Quality of Features

Ease of Customization

Business Value Created

Ease of Implementation

Vendor Support

Usability and Intuitiveness

Availability and Quality of Training