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

Bincy R.

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

Submitted Sep 2024

Powerful tool with great customization

Likeliness to Recommend

7 /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 across the entire Microsoft ecosystem, offering robust customization options tailored to specific business needs. Its AI-driven insights and automation capabilities enhance customer service efficiency, making it a powerful tool for both IT and business users.

What is your favorite aspect of this product?

My favorite aspect of Microsoft Dynamics 365 for Customer Service is its extensive customization options, allowing for tailored solutions that meet specific business requirements.

What do you dislike most about this product?

The steep learning curve and complexity of some advanced features can be challenging for new users.

What recommendations would you give to someone considering this product?

I recommend investing time in thorough training to fully leverage the platform's capabilities and considering working with a consultant for initial setup to ensure it aligns with your business needs

Pros

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

Priyanshi G.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Apr 2024

"Friendly GUI"

Likeliness to Recommend

10 /10

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

Microsoft Dynamics 365 for Customer Service stands out because it fits well with other Microsoft tools and uses smart technology to understand customers better, offering personalized help through different ways like chat and email.

What is your favorite aspect of this product?

What I like most about this platform is that it is easy to install and start using. Thus, with little training the user is in a better situation to offer professional reports. The availability of functional features is what keeps our corporation to interact with customers. For that reason, we are better off to suit the needs of your clients.

What do you dislike most about this product?

The cost of support can sometimes be high considering the problem faced. Sometimes when it comes to customization issues, the support is referring us back to developers.

What recommendations would you give to someone considering this product?

At least try it once. I am sure you guys gonna love it.

Pros

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

Praveen B.

  • Role: Operations
  • Industry: Media
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2024

Scalability to Support Growth

Likeliness to Recommend

8 /10

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

It easily monitor your customer base with the customizable and easy to use Microsoft Dynamics CRM, available cloud.

What is your favorite aspect of this product?

Dynamics 365 provides one platform for all CRM, ERP, and SCM activities. It enables companies to automate their processes.

What do you dislike most about this product?

The complexity of the software can lead to confusion, mistakes, and difficulties in using the system to its full potential, which can ultimately impact business performance.

What recommendations would you give to someone considering this product?

It's very easy to navigate and if you need help, the help box is right there. If you need live help, you can always contact a rep to help.

Pros

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

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