Microsoft Dynamics 365 for Customer Service Logo
Microsoft Dynamics 365 for Customer Service Logo
Microsoft Corporation

Microsoft Dynamics 365 for Customer Service

7.6 / 10
Category
Microsoft Dynamics 365 for Customer Service
7.6 / 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.

80 Likeliness to Recommend

1
Since last award

93 Plan to Renew

1
Since last award

79 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?

5% Negative
8% Neutral
87% Positive

Pros

  • Respectful
  • Reliable
  • Continually Improving Product
  • Helps Innovate

Feature Ratings

Average 78

Customer Self Service Capabilities

80

Analytics and Reporting

79

Intelligent Search

79

Customer Service Knowledge Management

78

Agent Collaboration

78

Customer Service Workflow Management

77

Contact Center Integration

77

Customer Community Management

76

Mobile Customer Care

76

Agent Scripting

74

Multi Channel Support

73

Vendor Capability Ratings

Average 77

Ease of IT Administration

93

Product Strategy and Rate of Improvement

87

Quality of Features

86

Ease of Data Integration

85

Breadth of Features

82

Business Value Created

81

Ease of Customization

81

Availability and Quality of Training

80

Ease of Implementation

78

Usability and Intuitiveness

76

Vendor Support

76

Microsoft Dynamics 365 for Customer Service Reviews

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 for 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
  • Role: Vendor Management
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Anonymous Reviewer

Submitted Mar 2024

Customization is key. Software is easy to use.

Likeliness to Recommend

6 / 10

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Effective Service

Ali Hamza (.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Feb 2024

Fantastic and user friendly

Likeliness to Recommend

9 / 10

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

Its smooth and easy to use. very effective.

What is your favorite aspect of this product?

Numerous data available Like the products can be seen which we have on our website

What do you dislike most about this product?

a bit slower

What recommendations would you give to someone considering this product?

needs a strong and high speed internet at all time

Pros

  • Helps Innovate
  • Continually Improving Product
  • Performance Enhancing
  • Enables Productivity