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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

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 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

Naveen S.

Role: Consultant
Industry: Engineering
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2024

Great and Easy to Use

Likeliness to Recommend

10 /10

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

The standout aspect of Microsoft Dynamics 365 for Customer Service lies in its seamless integration with the entire suite of Microsoft products. Since transitioning to Microsoft, we've migrated our entire suite of tools, and I'm particularly impressed by how effortlessly Dynamics 365 forms integrate with other Microsoft applications. This seamless integration gives us a significant advantage over using disparate solutions, such as those offered by Google.

What is your favorite aspect of this product?

Forms Pro provides a powerful tool for analyzing responses and uncovering valuable insights by correlating related responses. Its strength lies in integration, seamlessly recording responses in Google Sheets, SharePoint, or Flow. Additionally, it offers push notifications for submitted or approved Cognito responses. This integration capability enhances collaboration and ensures data accessibility across platforms, ultimately enabling more informed decision-making and driving impactful results.

What do you dislike most about this product?

While Microsoft 365 Customer Voice may lack some features found in other insights tracking tools, its integration with the broader Microsoft ecosystem offers significant advantages. With ongoing development, it has the potential to bridge these gaps and become a comprehensive solution for gathering and analyzing customer feedback.

What recommendations would you give to someone considering this product?

Here are recommendations for someone considering Microsoft 365 Customer Voice: Assess your needs and objectives. Explore integration with existing systems. Understand features and limitations. Plan for implementation carefully.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Nnenna A.

Role: Operations
Industry: Banking
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2024

Microsoft Dynamics 365 is very robust, but costly

Likeliness to Recommend

8 /10

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

I can't say because i have only used internally built CRM platforms in my previous organizations

What is your favorite aspect of this product?

Its integration with our core banking database to get the relevant customer information needed to serve our customers

What do you dislike most about this product?

I dislike the way notifications are lined up at the right corner. It is tiny and difficult to review actions taken on cases.

What recommendations would you give to someone considering this product?

Be a fast learner and be open to innovations on the platform.

Pros

Reliable
Enables Productivity
Respectful
Security Protects

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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

Wasiullah W.

The best CRM software there is!

Likeliness to Recommend

Pros

Naveen S.

Great and Easy to Use

Likeliness to Recommend

Pros

Nnenna A.

Microsoft Dynamics 365 is very robust, but costly

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