Microsoft Dynamics 365 for Customer Service
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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceMicrosoft 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
93 Plan to Renew
Down
1
Since last award
82 Satisfaction of Cost Relative to Value
Up
2
Since last award
Emotional Footprint Overview
- Product Experience:
- 87%
- Negotiation and Contract:
- 81%
- Conflict Resolution:
- 83%
- Strategy & Innovation:
- 85%
- Service Experience:
- 86%
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.
+84 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?
Pros
- Respectful
- Reliable
- Performance Enhancing
- Inspires Innovation
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Self Service Capabilities
Analytics and Reporting
Customer Service Knowledge Management
Agent Collaboration
Customer Service Workflow Management
Intelligent Search
Mobile Customer Care
Customer Community Management
Contact Center Integration
Multi Channel Support
Agent Scripting
Vendor Capability Ratings
Ease of Data Integration
Breadth of Features
Product Strategy and Rate of Improvement
Quality of Features
Ease of Customization
Ease of IT Administration
Ease of Implementation
Business Value Created
Usability and Intuitiveness
Vendor Support
Availability and Quality of Training
Microsoft Dynamics 365 for Customer Service Reviews
Vivian K.
- Role: Information Technology
- Industry: Communications
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2025
Microsoft Dynamic 365 for Customer Service
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?
It allows extensive customisation to fit business needs, from workflows to dashboard.
What is your favorite aspect of this product?
Teams can easily share information and collaborate on customer issues without switching different applications.
What do you dislike most about this product?
The license fee is significant
What recommendations would you give to someone considering this product?
Clearly define your organisation needs.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Trustworthy
Edwin G.
- Role: Sales Marketing
- Industry: Healthcare
- Involvement: End User of Application
Submitted Dec 2024
Comprehensive CRM with AI-powered insights.
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?
The major differentiator is the AI-powered insight and analytics in Dynamics 365, which automates processes to deliver actionable insights, enabling businesses to make effective data-driven decisions and maintain a competitive edge.
What is your favorite aspect of this product?
Scalability and integration are lovely, providing a basis on which to expand organizations in their choice of modules to meet needs for growth and promoting collaboration across departments, thus helping them arrive at better decisions.
What do you dislike most about this product?
Performance issues, such as slow processing times and dependence on approvals, disrupt productivity, particularly for users working in a lower managerial positions
What recommendations would you give to someone considering this product?
My piece of advice would be exploring the free trial versions of it or run a dummy program before making the final purchases. Discussion with the teams aware them about the tool performance and learning about their needs which can be fulfilled with the help of this product. Make a wise decision and I would suggest that one should give it a try as its filled with functions and features to fill all your organizational needs.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Wyatt C.
- Role: Operations
- Industry: Not for Profit
- Involvement: End User of Application
Submitted Dec 2024
Powerful Business Suite with Integration Challenge
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?
With Microsoft Dynamics 365, smooth integration with the Microsoft ecosystem allows for extended workflows with Office 365, Teams and Power BI. Native integration means a consistent workflow and extends the use of known tools with advanced functions in Dynamics 365.
What is your favorite aspect of this product?
The standout feature of Microsoft Dynamics 365 is indeed its modular and comprehensive build-up. It covers a wide span of functions, from selling and marketing to finance, putting in one place an integrated operation overview that simplifies the processes of any organization.
What do you dislike most about this product?
The steep learning curve and complexity of Microsoft Dynamics 365 present challenges for new users, with extensive features often requiring dedicated IT support and training, which can be resource-intensive.
What recommendations would you give to someone considering this product?
I would personally advice to start with training your teams and getting them familiarized with the Microsoft ecosystem so it will be much easier for them to gain the most of this suite. Definitely aligning your organizing functionality and its need with this tool can improve your use of this tool. Get your IT team to install it for you or hire a certified Microsoft partner if you want to use it without any sort of headache.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
