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
2
Since last award
95 Plan to Renew
1
Since last award
83 Satisfaction of Cost Relative to Value
1
Since last award
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
- Reliable
- Inspires Innovation
- Fair
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 Knowledge Management
Agent Collaboration
Multi Channel Support
Customer Service Workflow Management
Customer Community Management
Intelligent Search
Contact Center Integration
Mobile Customer Care
Agent Scripting
Vendor Capability Ratings
Ease of Data Integration
Breadth of Features
Product Strategy and Rate of Improvement
Business Value Created
Quality of Features
Ease of Customization
Usability and Intuitiveness
Ease of Implementation
Ease of IT Administration
Vendor Support
Availability and Quality of Training
Microsoft Dynamics 365 Customer Service Reviews
Sai Prakash Reddy A.
- Role: Information Technology
- Industry: Energy
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2023
Great Customer Service platform with flexibility
Likeliness to Recommend
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
Somtochukwu T.
- Role: Information Technology
- Industry: Communications
- Involvement: IT Development, Integration, and Administration
Submitted Oct 2025
Microsoft the all in one productive app
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 Customer Service from other similar products?
It stands out because it is all in one like an ecosystem
What is your favorite aspect of this product?
A simplified interface for new users and better integration with third-party project management tools would also be helpful and also it updates immediately which makes communication easier.
What do you dislike most about this product?
Some apps can be heavy and take time to load, especially on lower end devices. Managing multiple logins or permissions can also get confusing at times.
What recommendations would you give to someone considering this product?
Microsoft 365 is great for seamless collaboration and productivity across email, files, and meetings.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity
Cons
- Less Effective Service
Shivani T.
- Role: Sales Marketing
- Industry: Consulting
- Involvement: Vendor Management and Renewal
Submitted Sep 2025
Comprehensive Solution Delivering Strong Business
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 Customer Service from other similar products?
Seamlessly connects with Microsoft 365 apps. Offers extensive customization options Supports multiple communication channels (email, chat, social media, voice, SMS) in a single platform Backed by Microsoft’s commitment to continuous product improvement with regular updates,
What is your favorite aspect of this product?
Favourite aspect is deep integration with the Microsoft ecosystem. It really empowers organizations to deliver personalized, efficient customer service while keeping everything connected.
What do you dislike most about this product?
Complexity during setup and customization. A steep learning curve can slow down adoption nd make initial implementation challenging
What recommendations would you give to someone considering this product?
Make sure the features and scalability match your current and future customer service requirements. Allocate enough time and budget for a thorough setup, customization, and training Microsoft continuously improves the platform, so stay informed about new releases and enhancements to maximize ROI.
Pros
- Performance Enhancing
- Enables Productivity
- Efficient Service
- Respectful
