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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

Megan P.

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

Validated Review

Verified Reviewer

Submitted Sep 2020

Great product for any sales rep!

Likeliness to Recommend

9 /10

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

Its mobile application was very easy to use when out in the field and was easily transitioned to management for reporting purposes

What is your favorite aspect of this product?

The ability to keep such accurate notes and updates for each account while differentiating what type of connection and communication was made

What do you dislike most about this product?

I'm not sure there are enough options for ways to update the client information but that might be something I just haven't played around with enough to know

What recommendations would you give to someone considering this product?

In order for it to be effective you have to use it every day on every quiet or else it just becomes a nuisance and something that is a requirement as opposed to a benefit for sales rep

Pros

Helps Innovate
Reliable
Efficient Service
Effective Service

Lori A.

Role: Industry Specific Role
Industry: Healthcare
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2020

Plenty of options for customization. Great support

Likeliness to Recommend

7 /10

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

Very innovative and customizable. Great support. Great features and easy to use.

What is your favorite aspect of this product?

Ease of use and format.

What do you dislike most about this product?

It can be overwhelming at first.

What recommendations would you give to someone considering this product?

Take classes offering training on features.

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

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

Megan P.

Great product for any sales rep!

Likeliness to Recommend

Pros

Lori A.

Plenty of options for customization. Great support

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