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.
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Real user data aggregated to summarize the product performance and customer experience.
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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
Up
1
Since last award
94 Plan to Renew
82 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
- Product Experience:
- 87%
- Negotiation and Contract:
- 82%
- Conflict Resolution:
- 85%
- Strategy & Innovation:
- 86%
- Service Experience:
- 87%
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?
Pros
- Respectful
- Reliable
- Inspires Innovation
- Fair
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
Intelligent Search
Mobile Customer Care
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
Ease of IT Administration
Usability and Intuitiveness
Vendor Support
Availability and Quality of Training
Microsoft Dynamics 365 for Customer Service Reviews
Damilola O.
- Role: Operations
- Industry: Telecommunications
- Involvement: End User of Application
Submitted May 2025
Powerful customer service solution
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?
he platform integrates tightly with other Microsoft products, such as Office 365, Teams, and Power Platform, enhancing productivity and streamlining workflows. Also, it integrates customer service with sales, marketing, and field service, providing a holistic view of customer interactions.
What is your favorite aspect of this product?
It provides a single, 360-degree view of customer interactions, enabling agents to deliver personalized support.
What do you dislike most about this product?
Some users may find the platform's interface and workflows not intuitive, requiring additional training and support to ensure adoption.
What recommendations would you give to someone considering this product?
Conduct thorough testing and validation to ensure Dynamics 365 meets your requirements and works seamlessly with your existing infrastructure.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
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
