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Microsoft Corporation

Microsoft Dynamics 365 for Customer Service

Composite Score

7.9 /10

CX Score

8.1 /10

141 Reviews Write a Review

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.

Company Details

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Awards & Recognition

Microsoft Dynamics 365 for Customer Service won the following awards in the Customer Service - Enterprise category

Filter By

1 Top Rated Capabilities

0 Top Rated Features

Latest Award, 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.

81 Likeliness to Recommend

94 Plan to Renew

1
Since last award

80 Satisfaction of Cost Relative to Value

1
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.

+81 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

10% Neutral

86% Positive

Pros

Respectful
Reliable
Helps Innovate
Continually Improving Product

Feature Ratings

Average 78

Customer Self Service Capabilities

Analytics and Reporting

Customer Service Knowledge Management

Intelligent Search

Agent Collaboration

Contact Center Integration

Customer Service Workflow Management

Customer Community Management

Mobile Customer Care

Multi Channel Support

Agent Scripting

Vendor Capability Ratings

Average 77

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Quality of Features

Ease of IT Administration

Business Value Created

Ease of Implementation

Ease of Customization

Usability and Intuitiveness

Vendor Support

Availability and Quality of Training

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

Amal J.

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

Validated Review

Verified Reviewer

Submitted Jul 2024

Powerful and versatile

Likeliness to Recommend

9 /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 with other Microsoft products, extensive customization options, and powerful AI-driven insights that enhance customer service efficiency and effectiveness.

What is your favorite aspect of this product?

My favorite aspect of Microsoft Dynamics 365 for Customer Service is its quick integration with other Microsoft products, providing a unified and efficient workflow across the entire Microsoft ecosystem.

What do you dislike most about this product?

What I dislike most about Microsoft Dynamics 365 for Customer Service is its complexity, which can make the initial setup and customization process time-consuming and challenging for users without extensive technical knowledge.

What recommendations would you give to someone considering this product?

I would recommend taking advantage of Microsoft's comprehensive training resources and support services, and planning for a thorough onboarding process to fully leverage the customization and integration capabilities of Dynamics 365 for Customer Service.

Pros

Saves Time
Acts with Integrity
Effective Service
Respectful

Cons

Less Friendly Negotiation

Wasiullah W.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2024

The best CRM software there is!

Likeliness to Recommend

9 /10

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

Its adaptability is what differentiates it from other similar products.

What is your favorite aspect of this product?

My favorite aspect of this product is that it is a centralized solution as it is a complete end to end platform.

What do you dislike most about this product?

I don't dislike anything about this product.

What recommendations would you give to someone considering this product?

I would highly recommend this to other people as it is great CRM tool which can set you up for great customer service.

Pros

Helps Innovate
Reliable
Effective Service
Inspires Innovation

Latest Research

Microsoft Dynamics 365 for Customer Service

What is Microsoft Dynamics 365 for Customer Service?

Company Details

Need Assistance?

Awards & Recognition

2022 Emotional Footprint Champion

Microsoft Dynamics 365 for Customer Service Ratings

81 Likeliness to Recommend

94 Plan to Renew

1 Since last award

80 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+81 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.

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

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

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

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

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).

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

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.

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

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

Bincy R.

Powerful tool with great customization

Likeliness to Recommend

Pros

Amal J.

Powerful and versatile

Likeliness to Recommend

Pros

Cons

Wasiullah W.

The best CRM software there is!

Likeliness to Recommend

Pros

Title

1
Since last award

1
Since last award

Feature Ratings

Customer Self Service Capabilities

Analytics and Reporting

Customer Service Knowledge Management

Intelligent Search

Agent Collaboration

Contact Center Integration

Customer Service Workflow Management

Customer Community Management

Mobile Customer Care

Multi Channel Support

Agent Scripting

Vendor Capability Ratings

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Quality of Features

Ease of IT Administration

Business Value Created

Ease of Implementation

Ease of Customization

Usability and Intuitiveness

Vendor Support

Availability and Quality of Training