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

zebron O.

  • Role: Operations
  • Industry: Consulting
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Oct 2022

Always meeting my needs

Likeliness to Recommend

10 /10

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

Unlike other similar products this one is a bit pricey but affordable

What is your favorite aspect of this product?

Customer community management is a great feature that improves interaction with clients and thus one can learn them in order to manage them effectively

What do you dislike most about this product?

Everything about this product is fantastic

What recommendations would you give to someone considering this product?

This product can be used by anyone with an aim of improving their interactions with the customers

Pros

  • Helps Innovate
  • Reliable
  • Enables Productivity
  • Trustworthy

Oscar B.

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

Submitted Aug 2022

Thanks to O365 the possibilities are endless

Likeliness to Recommend

10 /10

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

It's O365 that makes the difference, had we not already purchased the O365 licenses, I don't think we would have picked Dynamics but by having the licenses already, in the end it became a no brainer. The ability to integrate all the different applications and pull information from one to the other, actually saved us money by being able to drop other tools. The road is not easy though, as out of the box the application is not brilliant but after some work with your IT Team, the tools will truly shine.

What is your favorite aspect of this product?

The ability to customize and have it do exactly what you are looking for the tool to do. The backend allows for huge possibilities.

What do you dislike most about this product?

The look and feel is quite dull for most end users and although can be customized and improved, the out of box options should be much better.

What recommendations would you give to someone considering this product?

If you have O365 licenses for those using the tool, then this is a no brainer. If you don't, then I would really weigh up the cost of this over salesforce.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Richard G.

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

Submitted Mar 2022

Fantastic product, essential to help your customer

Likeliness to Recommend

9 /10

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

Fits seamlessly into the Microsoftt ecosystem

What is your favorite aspect of this product?

Ease of use

What do you dislike most about this product?

Sometimes visually it can appear a bit clunky to competitors, but this is improving over time

What recommendations would you give to someone considering this product?

A worthwhile investment and best in class product

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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