Write a review temporarily disabled. Our system flagged this request as potentially automated and has disabled form submission for security reasons. If you believe this is a mistake, please contact us. We’ll be happy to help resolve the issue.

Microsoft Corporation

Microsoft Dynamics 365 Customer Service

Composite Score

8.5 /10

CX Score

8.8 /10

173 Reviews Write a Review

Get Demo

In Partnership With SelectHub

Claim Software

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.

Company Details

Book a Free Demo Today!

See it in action with a free demo.

Click below to sign up on our partner's website.

Get Demo

In Partnership With SelectHub

Awards & Recognition

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

Filter By

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

{y}

{name}

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

Louis R.

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

Validated Review

Verified Reviewer

Submitted Dec 2022

A great tool for managing customers.

Likeliness to Recommend

10 /10

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

Microsoft Dynamics Business Central's user-friendly interface and practical, adaptable capabilities make it a desirable tool. The ability to construct processes customized to our specific needs without any programming makes this cloud-based automation solution stand out as an all-rounder in managing almost all corporate operations.

What is your favorite aspect of this product?

We like the solution because we sell software. Dynamics 365 provides all the features we need to maintain our pipelines and has a user-friendly interface. Dynamics 365 Sales comes with many capabilities that can help users stay organized. Its components are all excellent. It offers a real-time broadcast or live stream of all operations and necessary interactions with employers. Even better, doing the task only by pressing one button.

What do you dislike most about this product?

It is a fact that the application may be used in so many various ways. Given that so many different functions exist to understand, its versatility may need to be revised. I'd like to see more tutorials and instructions to make getting started here simpler. Even though your code will succeed in testing when you build an email, if you copy it from a template, it won't function.

What recommendations would you give to someone considering this product?

Dynamics makes organizing and identifying products simple, so we don't lose any potential customers. With this user-friendly software, users can easily monitor their sales progress in real time by incorporating the Power platform and Apps for Office 365. The integration of Microsoft's other products is an important step.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Rushdi A.

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

Validated Review

Verified Reviewer

Submitted Dec 2022

Work as well, if not better, than competition

Likeliness to Recommend

8 /10

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

Ease of use was one of the best things I think that differentiats dynamics 365 even from it's bigger competitors in this industry. Everything just works so well.

What is your favorite aspect of this product?

As an end user this was a particularly easy tool to plot the customer journey without spending too much time tinkering with tools

What do you dislike most about this product?

Lack of integrations, but this is mainly due to the fact that the app is not as mature as the rest of it's competition - I'm sure this will be managed in the future.

What recommendations would you give to someone considering this product?

Microsoft's offering is a great alternative to the larger player in this industry, definitely give them a look into and see if it's the right fit for your organisation

Pros

Continually Improving Product
Trustworthy
Helps Innovate
Reliable

Cons

Less Caring
Vendor Friendly Policies
Leverages Incumbent Status

Shelli C.

Role: Sales Marketing
Industry: Manufacturing
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2022

Easy to use and integrate with our in house system

Likeliness to Recommend

10 /10

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

It provided the features we found most important.

What is your favorite aspect of this product?

Easy to use on a daily basis for our needs.

What do you dislike most about this product?

There is no dislikes. It brought us into the future.

What recommendations would you give to someone considering this product?

Do your comparisons before you decide.

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Most Popular Microsoft Dynamics 365 Customer Service Comparisons

HubSpot Service Hub
Compare
Zendesk for Service
Compare
Freshdesk
Compare
Salesforce Agentforce Service
Compare
Zoho Desk
Compare
Oracle Service
Compare

See All Alternatives

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

Louis R.

A great tool for managing customers.

Likeliness to Recommend

Pros

Rushdi A.

Work as well, if not better, than competition

Likeliness to Recommend

Pros

Cons

Shelli C.

Easy to use and integrate with our in house system

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