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

Shelli C.

  • Role: Sales Marketing
  • Industry: Manufacturing
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Nov 2022

Easy to use and integrate with our in house system

Likeliness to Recommend

10 /10

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

It provided the features we found most important.

What is your favorite aspect of this product?

Easy to use on a daily basis for our needs.

What do you dislike most about this product?

There is no dislikes. It brought us into the future.

What recommendations would you give to someone considering this product?

Do your comparisons before you decide.

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Unique Features

Dwayne D.

  • Role: Operations
  • Industry: Education
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Nov 2022

The deployment, customization and use is difficult

Likeliness to Recommend

6 /10

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

It promised to do a lot, but doing anything on Dynamics requires a specialist. It is not very intuitive.

What is your favorite aspect of this product?

It has a lot of capabilities, however, you need a specialist and lots of time to take advantage of them.

What do you dislike most about this product?

It is too complicated and technical and slow to customise. You need an expensive Microsoft partner to make any changes.

What recommendations would you give to someone considering this product?

Unless you have someone that is a specialist on this platform it will be a difficult and expensive platform to manage.

Pros

  • Respectful
  • Reliable
  • Security Protects

Cons

  • Wastes Time
  • Less Effective Service
  • Less Caring

Oliver K.

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

Submitted Oct 2022

A better way to track customer interactions

Likeliness to Recommend

9 /10

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

I love that the admin experience is very easy for me to navigate and customize our tools for the growing need.

What is your favorite aspect of this product?

the technical support is very efficient, responds quickly and is very professional, the integration is fast and easy, especially with other microsoft applications, the use of its chat capacity has increased our ability to help our customers

What do you dislike most about this product?

The cost of support can sometimes be high, I wish there were more options to configure the user interface

What recommendations would you give to someone considering this product?

We've gone from out-of-the-box functionality to a very customer-friendly experience, one that, in many ways, our team has created and tailored on our own.

Pros

  • Trustworthy
  • Effective Service
  • Client Friendly Policies
  • Fair

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