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Microsoft Corporation

Microsoft Dynamics 365 Customer Service

Composite Score

8.5 /10

CX Score

8.8 /10

173 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

96 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 83

Analytics and Reporting

Customer Self Service Capabilities

Multi Channel Support

Customer Service Workflow Management

Agent Collaboration

Customer Service Knowledge Management

Customer Community Management

Intelligent Search

Mobile Customer Care

Contact Center Integration

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 IT Administration

Ease of Implementation

Vendor Support

Availability and Quality of Training

Microsoft Dynamics 365 Customer Service Reviews

Praveen B.

Role: Operations
Industry: Media
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2024

Scalability to Support Growth

Likeliness to Recommend

8 /10

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

It easily monitor your customer base with the customizable and easy to use Microsoft Dynamics CRM, available cloud.

What is your favorite aspect of this product?

Dynamics 365 provides one platform for all CRM, ERP, and SCM activities. It enables companies to automate their processes.

What do you dislike most about this product?

The complexity of the software can lead to confusion, mistakes, and difficulties in using the system to its full potential, which can ultimately impact business performance.

What recommendations would you give to someone considering this product?

It's very easy to navigate and if you need help, the help box is right there. If you need live help, you can always contact a rep to help.

Pros

Continually Improving Product
Helps Innovate
Performance Enhancing
Trustworthy

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

Ashanda E.

Role: Human Resources
Industry: Communications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2025

Helps Me Stay on Top of Customer Needs

Likeliness to Recommend

9 /10

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

Microsoft Dynamics 365 Customer Service stands out because it brings all customer information and interactions into one system. I can see past cases, live chats, and customer details without switching tools. The integration with other Microsoft products, like Teams and Outlook, makes collaboration and follow-ups much smoother. That connected workflow is what really sets it apart for me.

What is your favorite aspect of this product?

My favorite aspect is how everything is connected in one place. I can track customer issues, view their history, and see team updates all at once. It makes my work more organized, helps me respond faster, and reduces the stress of juggling multiple tools.

What do you dislike most about this product?

“What I dislike most is that the interface can feel a bit overwhelming at first. There are many features and menus, so it takes time to get used to everything. Once you understand it, it’s great—but the initial learning curve can be frustrating.”

What recommendations would you give to someone considering this product?

I’d recommend taking the time to explore the system slowly. Start with the basics like tracking cases and customer info before diving into advanced features. If you’re already using Microsoft tools, the integration makes it even more useful, so it’s definitely worth trying for organized customer management.

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

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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

96 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

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

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

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

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.

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

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

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

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

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

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.

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

Praveen B.

Scalability to Support Growth

Likeliness to Recommend

Pros

Review for D365 CRM

Likeliness to Recommend

Pros

Ashanda E.

Helps Me Stay on Top of Customer Needs

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

Analytics and Reporting

Customer Self Service Capabilities

Multi Channel Support

Customer Service Workflow Management

Agent Collaboration

Customer Service Knowledge Management

Customer Community Management

Intelligent Search

Mobile Customer Care

Contact Center Integration

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 IT Administration

Ease of Implementation

Vendor Support

Availability and Quality of Training