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.
Company Details
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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
95 Plan to Renew
83 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
- Trustworthy
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
Analytics and Reporting
Customer Self Service Capabilities
Customer Service Workflow Management
Multi Channel Support
Customer Service Knowledge Management
Agent Collaboration
Customer Community Management
Intelligent Search
Contact Center Integration
Mobile Customer Care
Agent Scripting
Vendor Capability Ratings
Ease of Data Integration
Breadth of Features
Business Value Created
Product Strategy and Rate of Improvement
Quality of Features
Ease of Customization
Usability and Intuitiveness
Ease of IT Administration
Ease of Implementation
Vendor Support
Availability and Quality of Training
Microsoft Dynamics 365 Customer Service Reviews
Precious E.
- Role: Operations
- Industry: Technology
- Involvement: End User of Application
Submitted Jul 2025
The Smart Choice for Connected Services
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 Customer Service from other similar products?
Microsoft Dynamics 365 for Customer Service primarily differentiates itself through its native, deep integration with the broader Microsoft ecosystem (Office 365, Teams, Azure, Power Platform). This creates an unparalleled unified experience for agents and a seamless flow of data across productivity and business applications. Its robust low-code/no-code extensibility via the Power Platform empowers businesses to rapidly customize and innovate.
What is your favorite aspect of this product?
My favorite aspect is the seamless and deep integration with Microsoft Teams and the Power Platform. This truly transforms agent productivity and collaboration. The ability to consult with experts, manage cases, and automate workflows all within a familiar Microsoft environment, leveraging low-code tools, is a significant enabler for efficient and effective customer service.
What do you dislike most about this product?
What I dislike most is that, despite its excellent usability, the initial implementation and complex customization for very specific enterprise needs can still be resource-intensive and require specialized expertise. While the low-code approach helps, deeply tailoring the system for highly unique, complex business processes still involves a significant commitment of time and a learning curve for administrators and developers.
What recommendations would you give to someone considering this product?
My top recommendations is for you to Assess Your Microsoft Ecosystem Commitment: This product delivers maximum value for organizations already heavily invested in Microsoft 365, Azure, and other Microsoft business applications. The more you use Microsoft, the more value you'll derive from Dynamics 365's integration. and Plan for Phased Implementation: For complex organizations, consider a phased approach to implementation. Start with core functionalities and gradually roll out more advanced features, AI, and deeper integrations.
Pros
- Helps Innovate
- Continually Improving Product
- Enables Productivity
- Security Protects
saumil s.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2025
Best tool for business managemnet
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 Customer Service from other similar products?
It is easy to use and every flexible to integrate with other software
What is your favorite aspect of this product?
Flexibility
What do you dislike most about this product?
Limited features in mobile app
What recommendations would you give to someone considering this product?
I would recommend it buy
Pros
- Trustworthy
- Effective Service
- Client's Interest First
- Includes Product Enhancements
Purvi s.
- Role: Information Technology
- Industry: Media
- Involvement: End User of Application
Submitted Apr 2025
All under one roof
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 Customer Service from other similar products?
Its trustworthy and has breadth of features and always innovate trying new things and bringing different apps and features
What is your favorite aspect of this product?
It is easy to use and handle all the things at one place, and it is also scalable.
What do you dislike most about this product?
The costing is too high and sometimes customization becomes tough too. Also the ui is not interactive too. they should have offline access some more so that we can easily access offline too
What recommendations would you give to someone considering this product?
they can choose the right module as per there needs. should not over customize at start of application. integrate with ERP software and payment gateways
Pros
- Inspires Innovation
- Helps Innovate
- Continually Improving Product
- Reliable
Cons
- Commodity Features
- Vendor Friendly Policies
