Microsoft Dynamics 365 Customer Service
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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Real user data aggregated to summarize the product performance and customer experience.
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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
82 Satisfaction of Cost Relative to Value
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?
Pros
- Respectful
- Fair
- Reliable
- Enables Productivity
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Multi-Channel Support
Customer Self Service Capabilities
Customer Community Management
Customer Service Workflow Management
Analytics and Reporting
Agent Collaboration
Customer Service Knowledge Management
Intelligent Search
Contact Center Integration
Mobile Customer Care
Agent Scripting
Vendor Capability Ratings
Ease of Data Integration
Business Value Created
Breadth of Features
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
Submitted Dec 2024
Impressive product, very efficient and reliable
Likeliness to Recommend
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
- Role: Information Technology
- Industry: Electronics
- Involvement: IT Development, Integration, and Administration
Submitted Feb 2026
Review for D365 CRM
Likeliness to Recommend
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Caring
Ashanda E.
- Role: Human Resources
- Industry: Communications
- Involvement: End User of Application
Submitted Dec 2025
Helps Me Stay on Top of Customer Needs
Likeliness to Recommend
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
