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
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
- Inspires Innovation
- Fair
- Reliable
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
Multi Channel Support
Customer Service Workflow Management
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
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
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
