This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
+1-888-670-8889 (US/CAN) or
+1-703-340-1171 (International)

Microsoft Corporation

Microsoft Dynamics 365 Customer Service

Composite Score

8.5 /10

CX Score

8.8 /10

171 Reviews Write a Review

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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

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

95 Plan to Renew

83 Satisfaction of Cost Relative to Value

{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

7% Neutral

89% Positive

Pros

Respectful
Fair
Reliable
Trustworthy

Feature Ratings

Average 82

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

Average 79

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

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

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

Sai Prakash Reddy A.

Role: Information Technology
Industry: Energy
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2023

Great Customer Service platform with flexibility

Likeliness to Recommend

7 /10

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

The way it integrates into existing Microsoft products and how flexible it is

What is your favorite aspect of this product?

End-to-End solutions for all things Customer. It doesn't need any extra tooling to start working with. As we are in Microsoft ecosystem already, this is a great choice as it easily integrates with Azure environment and Sharepoint as well

What do you dislike most about this product?

Depending on the size of (your) company, the price can be pretty steep to justify!

What recommendations would you give to someone considering this product?

One stop solution for anybody who want to plug and play into the Microsoft's suite of products

Pros

Respectful
Efficient Service
Effective Service
Acts with Integrity

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

Latest Research

Microsoft Dynamics 365 Customer Service

What is Microsoft Dynamics 365 Customer Service?

Company Details

Need Assistance?

Awards & Recognition

2022 Emotional Footprint Champion

Microsoft Dynamics 365 Customer Service Ratings

83 Likeliness to Recommend

95 Plan to Renew

83 Satisfaction of Cost Relative to Value

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.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

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.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

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.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

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.

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.

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.

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

Customization is key. Software is easy to use.

Likeliness to Recommend

Pros

Sai Prakash Reddy A.

Great Customer Service platform with flexibility

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

Title

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