Microsoft Dynamics 365 for Customer Service Logo
Microsoft Dynamics 365 for Customer Service Logo
Microsoft Corporation

Microsoft Dynamics 365 for Customer Service

Composite Score
7.8 /10
CX Score
8.0 /10
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Microsoft Dynamics 365 for Customer Service
7.8 /10

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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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

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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

81

Analytics and Reporting

81

Customer Service Knowledge Management

80

Intelligent Search

80

Agent Collaboration

79

Mobile Customer Care

79

Contact Center Integration

79

Customer Community Management

79

Customer Service Workflow Management

79

Multi Channel Support

76

Agent Scripting

76

Vendor Capability Ratings

Average 78

Ease of Data Integration

80

Product Strategy and Rate of Improvement

80

Breadth of Features

80

Ease of IT Administration

79

Quality of Features

79

Ease of Customization

78

Business Value Created

78

Ease of Implementation

78

Vendor Support

76

Usability and Intuitiveness

76

Availability and Quality of Training

75

Microsoft Dynamics 365 for Customer Service Reviews

Amal J.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jul 2024

Powerful and versatile

Likeliness to Recommend

9 /10

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

Microsoft Dynamics 365 for Customer Service stands out with its seamless integration with other Microsoft products, extensive customization options, and powerful AI-driven insights that enhance customer service efficiency and effectiveness.

What is your favorite aspect of this product?

My favorite aspect of Microsoft Dynamics 365 for Customer Service is its quick integration with other Microsoft products, providing a unified and efficient workflow across the entire Microsoft ecosystem.

What do you dislike most about this product?

What I dislike most about Microsoft Dynamics 365 for Customer Service is its complexity, which can make the initial setup and customization process time-consuming and challenging for users without extensive technical knowledge.

What recommendations would you give to someone considering this product?

I would recommend taking advantage of Microsoft's comprehensive training resources and support services, and planning for a thorough onboarding process to fully leverage the customization and integration capabilities of Dynamics 365 for Customer Service.

Pros

  • Saves Time
  • Acts with Integrity
  • Effective Service
  • Respectful

Cons

  • Less Friendly Negotiation

Wasiullah W.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Jul 2024

The best CRM software there is!

Likeliness to Recommend

9 /10

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

Its adaptability is what differentiates it from other similar products.

What is your favorite aspect of this product?

My favorite aspect of this product is that it is a centralized solution as it is a complete end to end platform.

What do you dislike most about this product?

I don't dislike anything about this product.

What recommendations would you give to someone considering this product?

I would highly recommend this to other people as it is great CRM tool which can set you up for great customer service.

Pros

  • Helps Innovate
  • Reliable
  • Effective Service
  • Inspires Innovation
  • Role: Vendor Management
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Anonymous Reviewer

Submitted Mar 2024

Customization is key. Software is easy to use.

Likeliness to Recommend

6 /10

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Effective Service

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