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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

Rushdi A.

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

Validated Review

Verified Reviewer

Submitted Dec 2022

Work as well, if not better, than competition

Likeliness to Recommend

8 /10

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

Ease of use was one of the best things I think that differentiats dynamics 365 even from it's bigger competitors in this industry. Everything just works so well.

What is your favorite aspect of this product?

As an end user this was a particularly easy tool to plot the customer journey without spending too much time tinkering with tools

What do you dislike most about this product?

Lack of integrations, but this is mainly due to the fact that the app is not as mature as the rest of it's competition - I'm sure this will be managed in the future.

What recommendations would you give to someone considering this product?

Microsoft's offering is a great alternative to the larger player in this industry, definitely give them a look into and see if it's the right fit for your organisation

Pros

Continually Improving Product
Trustworthy
Helps Innovate
Reliable

Cons

Less Caring
Vendor Friendly Policies
Leverages Incumbent Status

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

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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

Rushdi A.

Work as well, if not better, than competition

Likeliness to Recommend

Pros

Cons

Shelli C.

Easy to use and integrate with our in house system

Likeliness to Recommend

Pros

Dwayne D.

The deployment, customization and use is difficult

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

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