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Microsoft Dynamics 365 for Customer Service Logo
Microsoft Corporation

Microsoft Dynamics 365 for Customer Service

7.9 /10
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Microsoft Dynamics 365 for Customer Service
7.9 /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.

81 Likeliness to Recommend

94 Plan to Renew

1
Since last award

80 Satisfaction of Cost Relative to Value

1
Since last award


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Emotional Footprint Overview

+81 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
10% Neutral
86% Positive

Pros

  • Respectful
  • Reliable
  • Helps Innovate
  • Continually Improving Product

Feature Ratings

Average 78

Customer Self Service Capabilities

80

Analytics and Reporting

80

Customer Service Knowledge Management

79

Intelligent Search

78

Agent Collaboration

78

Contact Center Integration

78

Customer Service Workflow Management

78

Customer Community Management

77

Mobile Customer Care

77

Multi Channel Support

74

Agent Scripting

74

Vendor Capability Ratings

Average 77

Breadth of Features

79

Ease of Data Integration

79

Product Strategy and Rate of Improvement

79

Quality of Features

78

Ease of IT Administration

78

Business Value Created

77

Ease of Implementation

77

Ease of Customization

77

Usability and Intuitiveness

75

Vendor Support

75

Availability and Quality of Training

73

Microsoft Dynamics 365 for Customer Service Reviews

Megan P.

  • Role: Sales Marketing
  • Industry: Manufacturing
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Sep 2020

Great product for any sales rep!

Likeliness to Recommend

9 /10

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

Its mobile application was very easy to use when out in the field and was easily transitioned to management for reporting purposes

What is your favorite aspect of this product?

The ability to keep such accurate notes and updates for each account while differentiating what type of connection and communication was made

What do you dislike most about this product?

I'm not sure there are enough options for ways to update the client information but that might be something I just haven't played around with enough to know

What recommendations would you give to someone considering this product?

In order for it to be effective you have to use it every day on every quiet or else it just becomes a nuisance and something that is a requirement as opposed to a benefit for sales rep

Pros

  • Helps Innovate
  • Reliable
  • Efficient Service
  • Effective Service

Lori A.

  • Role: Industry Specific Role
  • Industry: Healthcare
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2020

Plenty of options for customization. Great support

Likeliness to Recommend

7 /10

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

Very innovative and customizable. Great support. Great features and easy to use.

What is your favorite aspect of this product?

Ease of use and format.

What do you dislike most about this product?

It can be overwhelming at first.

What recommendations would you give to someone considering this product?

Take classes offering training on features.

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Unique Features