Microsoft Corporation

Microsoft Dynamics 365 for Customer Service

Composite Score

8.5 /10

CX Score

8.7 /10

159 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.

82 Likeliness to Recommend

1
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.

+85 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?

5% Negative

6% Neutral

89% Positive

Pros

Respectful
Reliable
Inspires Innovation
Fair

Feature Ratings

Average 81

Customer Self Service Capabilities

Analytics and Reporting

Customer Service Knowledge Management

Agent Collaboration

Mobile Customer Care

Intelligent Search

Customer Community Management

Customer Service Workflow Management

Multi Channel Support

Contact Center Integration

Agent Scripting

Vendor Capability Ratings

Average 79

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Quality of Features

Business Value Created

Ease of Implementation

Ease of Customization

Usability and Intuitiveness

Ease of IT Administration

Vendor Support

Availability and Quality of Training

Microsoft Dynamics 365 for Customer Service Reviews

Gabriella S.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2023

Features disappoint, very slow, not very efference

Likeliness to Recommend

3 /10

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

Title: Extremely Dissatisfied with the Lackluster Question Rating: ★☆☆☆☆ I am utterly disappointed with the quality of the question, "What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?" It's almost as if the person who posed this question didn't even bother to put in the minimal effort required to formulate a thoughtful inquiry. First and foremost, the question reeks of laziness. It's a prime example of a shallow and vague inquiry that lacks any depth or specificity. The lack of creativity is astounding. Did the asker even take a moment to consider what aspects they wanted to compare?

What is your favorite aspect of this product?

Well, I must say that after careful consideration, I find myself unable to pinpoint any aspect of this product that I could genuinely appreciate or like. My examination of the product has left me underwhelmed and devoid of any positive sentiments. From my perspective, there seems to be little to nothing that would spark any admiration or fondness on my part.

What do you dislike most about this product?

Inefficiency: The lack of efficiency in this product is disappointing. It seems to require more effort and time than it should to accomplish tasks, which can hinder productivity and user satisfaction. Limited Helpful Features: It's disappointing to find that the product doesn't offer many helpful features. This can severely impact its usefulness and make it less appealing compared to other solutions on the market. Expensive Licensing: The high cost of the product's license is a significant drawback. It's disheartening to invest a significant amount of money only to encounter various shortcomings and limitations.

What recommendations would you give to someone considering this product?

Look for alternative software.

Pros

Helps Innovate
Continually Improving Product
Caring
Respectful

Cons

Wastes Time

saumil s.

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

Validated Review

Verified Reviewer

Submitted Apr 2025

Best tool for business managemnet

Likeliness to Recommend

8 /10

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

It is easy to use and every flexible to integrate with other software

What is your favorite aspect of this product?

Flexibility

What do you dislike most about this product?

Limited features in mobile app

What recommendations would you give to someone considering this product?

I would recommend it buy

Pros

Trustworthy
Effective Service
Client's Interest First
Includes Product Enhancements

Purvi s.

Role: Information Technology
Industry: Media
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2025

All under one roof

Likeliness to Recommend

8 /10

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

Its trustworthy and has breadth of features and always innovate trying new things and bringing different apps and features

What is your favorite aspect of this product?

It is easy to use and handle all the things at one place, and it is also scalable.

What do you dislike most about this product?

The costing is too high and sometimes customization becomes tough too. Also the ui is not interactive too. they should have offline access some more so that we can easily access offline too

What recommendations would you give to someone considering this product?

they can choose the right module as per there needs. should not over customize at start of application. integrate with ERP software and payment gateways

Pros

Inspires Innovation
Helps Innovate
Continually Improving Product
Reliable

Cons

Commodity Features
Vendor Friendly Policies

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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

82 Likeliness to Recommend

1 Since last award

94 Plan to Renew

82 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+85 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.

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.

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

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

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

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.

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

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 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.

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.

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

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

Gabriella S.

Features disappoint, very slow, not very efference

Likeliness to Recommend

Pros

Cons

saumil s.

Best tool for business managemnet

Likeliness to Recommend

Pros

Purvi s.

All under one roof

Likeliness to Recommend

Pros

Cons

Most Popular Microsoft Dynamics 365 for Customer Service Comparisons

HubSpot Service Hub

Zendesk for Service

Freshdesk

Salesforce Service Cloud

Zoho Desk

Oracle Service

1
Since last award

Feature Ratings

Customer Self Service Capabilities

Analytics and Reporting

Customer Service Knowledge Management

Agent Collaboration

Mobile Customer Care

Intelligent Search

Customer Community Management

Customer Service Workflow Management

Multi Channel Support

Contact Center Integration

Agent Scripting

Vendor Capability Ratings

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Quality of Features

Business Value Created

Ease of Implementation

Ease of Customization

Usability and Intuitiveness

Ease of IT Administration

Vendor Support

Availability and Quality of Training