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Microsoft Dynamics 365 for Customer Service Logo
Microsoft Corporation

Microsoft Dynamics 365 for Customer Service

7.9 /10
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Microsoft Dynamics 365 for Customer Service
7.9 /10

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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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.

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

+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

80

Analytics and Reporting

80

Customer Service Knowledge Management

79

Intelligent Search

78

Agent Collaboration

78

Contact Center Integration

78

Customer Service Workflow Management

78

Customer Community Management

77

Mobile Customer Care

77

Multi Channel Support

74

Agent Scripting

74

Vendor Capability Ratings

Average 77

Breadth of Features

79

Ease of Data Integration

79

Product Strategy and Rate of Improvement

79

Quality of Features

78

Ease of IT Administration

78

Business Value Created

77

Ease of Implementation

77

Ease of Customization

77

Usability and Intuitiveness

75

Vendor Support

75

Availability and Quality of Training

73

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