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Microsoft Corporation

Microsoft Dynamics 365 for Customer Service

Composite Score

8.5 /10

CX Score

8.7 /10

162 Reviews Write a Review

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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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4 Top Rated Capabilities

2 Top Rated Features

Latest Award, 2025

1 Top Rated Capabilities

0 Top Rated Features

2024

3 Top Rated Capabilities

1 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Product Impact
Conflict Resolution

2022

4 Top Rated Capabilities

0 Top Rated Features

2022

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.

83 Likeliness to Recommend

2
Since last award

94 Plan to Renew

82 Satisfaction of Cost Relative to Value

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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.

+86 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

7% Neutral

89% Positive

Pros

Respectful
Reliable
Trustworthy
Inspires Innovation

Feature Ratings

Average 82

Customer Self Service Capabilities

Analytics and Reporting

Agent Collaboration

Customer Service Knowledge Management

Customer Community Management

Mobile Customer Care

Intelligent Search

Customer Service Workflow Management

Multi Channel Support

Contact Center Integration

Agent Scripting

Vendor Capability Ratings

Average 80

Ease of Data Integration

Breadth of Features

Product Strategy and Rate of Improvement

Quality of Features

Business Value Created

Ease of Customization

Ease of IT Administration

Usability and Intuitiveness

Ease of Implementation

Vendor Support

Availability and Quality of Training

Microsoft Dynamics 365 for Customer Service Reviews

Ali Hamza (.

Role: Sales Marketing
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2024

Fantastic and user friendly

Likeliness to Recommend

9 /10

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

Its smooth and easy to use. very effective.

What is your favorite aspect of this product?

Numerous data available Like the products can be seen which we have on our website

What do you dislike most about this product?

a bit slower

What recommendations would you give to someone considering this product?

needs a strong and high speed internet at all time

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Sai Prakash Reddy A.

Role: Information Technology
Industry: Energy
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2023

Great Customer Service platform with flexibility

Likeliness to Recommend

7 /10

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

The way it integrates into existing Microsoft products and how flexible it is

What is your favorite aspect of this product?

End-to-End solutions for all things Customer. It doesn't need any extra tooling to start working with. As we are in Microsoft ecosystem already, this is a great choice as it easily integrates with Azure environment and Sharepoint as well

What do you dislike most about this product?

Depending on the size of (your) company, the price can be pretty steep to justify!

What recommendations would you give to someone considering this product?

One stop solution for anybody who want to plug and play into the Microsoft's suite of products

Pros

Respectful
Efficient Service
Effective Service
Acts with Integrity

Precious E.

Role: Operations
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2025

The Smart Choice for Connected Services

Likeliness to Recommend

8 /10

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

Microsoft Dynamics 365 for Customer Service primarily differentiates itself through its native, deep integration with the broader Microsoft ecosystem (Office 365, Teams, Azure, Power Platform). This creates an unparalleled unified experience for agents and a seamless flow of data across productivity and business applications. Its robust low-code/no-code extensibility via the Power Platform empowers businesses to rapidly customize and innovate.

What is your favorite aspect of this product?

My favorite aspect is the seamless and deep integration with Microsoft Teams and the Power Platform. This truly transforms agent productivity and collaboration. The ability to consult with experts, manage cases, and automate workflows all within a familiar Microsoft environment, leveraging low-code tools, is a significant enabler for efficient and effective customer service.

What do you dislike most about this product?

What I dislike most is that, despite its excellent usability, the initial implementation and complex customization for very specific enterprise needs can still be resource-intensive and require specialized expertise. While the low-code approach helps, deeply tailoring the system for highly unique, complex business processes still involves a significant commitment of time and a learning curve for administrators and developers.

What recommendations would you give to someone considering this product?

My top recommendations is for you to Assess Your Microsoft Ecosystem Commitment: This product delivers maximum value for organizations already heavily invested in Microsoft 365, Azure, and other Microsoft business applications. The more you use Microsoft, the more value you'll derive from Dynamics 365's integration. and Plan for Phased Implementation: For complex organizations, consider a phased approach to implementation. Start with core functionalities and gradually roll out more advanced features, AI, and deeper integrations.

Pros

Helps Innovate
Continually Improving Product
Enables Productivity
Security Protects

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Microsoft Dynamics 365 for Customer Service

What is Microsoft Dynamics 365 for Customer Service?

Company Details

Book a Free Demo Today!

Awards & Recognition

2022 Emotional Footprint Champion

Microsoft Dynamics 365 for Customer Service Ratings

83 Likeliness to Recommend

2 Since last award

94 Plan to Renew

82 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+86 Net Emotional Footprint

How much do users love Microsoft Dynamics 365 for Customer Service?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Community Management Creation and management of branded and focussed user communities.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Microsoft Dynamics 365 for Customer Service Reviews

Ali Hamza (.

Fantastic and user friendly

Likeliness to Recommend

Pros

Sai Prakash Reddy A.

Great Customer Service platform with flexibility

Likeliness to Recommend

Pros

Precious E.

The Smart Choice for Connected Services

Likeliness to Recommend

Pros

Most Popular Microsoft Dynamics 365 for Customer Service Comparisons

HubSpot Service Hub

Zendesk for Service

Freshdesk

Salesforce Service Cloud

Zoho Desk

Oracle Service

2
Since last award

Feature Ratings

Customer Self Service Capabilities

Analytics and Reporting

Agent Collaboration

Customer Service Knowledge Management

Customer Community Management

Mobile Customer Care

Intelligent Search

Customer Service Workflow Management

Multi Channel Support

Contact Center Integration

Agent Scripting

Vendor Capability Ratings

Ease of Data Integration

Breadth of Features

Product Strategy and Rate of Improvement

Quality of Features

Business Value Created

Ease of Customization

Ease of IT Administration

Usability and Intuitiveness

Ease of Implementation

Vendor Support

Availability and Quality of Training