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Microsoft Corporation

Microsoft Dynamics 365 Customer Service

Composite Score

8.5 /10

CX Score

8.8 /10

174 Reviews Write a Review

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

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4 Top Rated Capabilities

2 Top Rated Features

2025

1 Top Rated Capabilities

0 Top Rated Features

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 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 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.

83 Likeliness to Recommend

94 Plan to Renew

1
Since last award

82 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.

+86 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 Customer Service?

4% Negative

6% Neutral

90% Positive

Pros

Respectful
Fair
Reliable
Enables Productivity

Feature Ratings

Average 82

Multi Channel Support

Customer Self Service Capabilities

Customer Community Management

Analytics and Reporting

Customer Service Workflow Management

Agent Collaboration

Customer Service Knowledge Management

Intelligent Search

Contact Center Integration

Mobile Customer Care

Agent Scripting

Vendor Capability Ratings

Average 79

Ease of Data Integration

Breadth of Features

Business Value Created

Product Strategy and Rate of Improvement

Ease of Customization

Quality of Features

Usability and Intuitiveness

Ease of Implementation

Ease of IT Administration

Vendor Support

Availability and Quality of Training

Microsoft Dynamics 365 Customer Service Reviews

Joel K.

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

Validated Review

Verified Reviewer

Submitted Dec 2024

Impressive product, very efficient and reliable

Likeliness to Recommend

8 /10

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

Streamlines my workflow so it enables me to work more efficiently and effectively.

What is your favorite aspect of this product?

Ease of use, the layout is straightforward and simple so you don't spend too much time having to learn the ins and outs.

What do you dislike most about this product?

Don't have any dislikes with this product, it gets the job done for the most part.

What recommendations would you give to someone considering this product?

If you are already using related Microsoft products I would recommend it.

Pros

Performance Enhancing
Saves Time
Includes Product Enhancements
Appreciates Incumbent Status

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 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

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

Validated Review

Anonymous Reviewer

Submitted Feb 2026

Review for D365 CRM

Likeliness to Recommend

8 /10

Pros

Reliable
Performance Enhancing
Enables Productivity
Caring

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Microsoft Dynamics 365 Customer Service

What is Microsoft Dynamics 365 Customer Service?

Company Details

Book a Free Demo Today!

Awards & Recognition

2022 Emotional Footprint Champion

Microsoft Dynamics 365 Customer Service Ratings

83 Likeliness to Recommend

94 Plan to Renew

1 Since last award

82 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+86 Net Emotional Footprint

How much do users love Microsoft Dynamics 365 Customer Service?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

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

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Customer Community Management Creation and management of branded and focussed user communities.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

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

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

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.

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

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

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

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

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.

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.

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.

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.

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.

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.

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

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 Customer Service Reviews

Joel K.

Impressive product, very efficient and reliable

Likeliness to Recommend

Pros

Bincy R.

Powerful tool with great customization

Likeliness to Recommend

Pros

Review for D365 CRM

Likeliness to Recommend

Pros

Most Popular Microsoft Dynamics 365 Customer Service Comparisons

HubSpot Service Hub

Zendesk for Service

Freshdesk

Salesforce Agentforce Service

Zoho Desk

Oracle Service

1
Since last award

1
Since last award

Feature Ratings

Multi Channel Support

Customer Self Service Capabilities

Customer Community Management

Analytics and Reporting

Customer Service Workflow Management

Agent Collaboration

Customer Service Knowledge Management

Intelligent Search

Contact Center Integration

Mobile Customer Care

Agent Scripting

Vendor Capability Ratings

Ease of Data Integration

Breadth of Features

Business Value Created

Product Strategy and Rate of Improvement

Ease of Customization

Quality of Features

Usability and Intuitiveness

Ease of Implementation

Ease of IT Administration

Vendor Support

Availability and Quality of Training