Microsoft Dynamics 365 for Customer Service
What is Microsoft Dynamics 365 for 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
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.
+85 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 for Customer Service?
Pros
- Respectful
- Reliable
- Enables Productivity
- 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
Customer Self Service Capabilities
Analytics and Reporting
Customer Service Knowledge Management
Agent Collaboration
Multi Channel Support
Customer Service Workflow Management
Intelligent Search
Customer Community Management
Mobile Customer Care
Contact Center Integration
Agent Scripting
Vendor Capability Ratings
Ease of Data Integration
Breadth of Features
Quality of Features
Product Strategy and Rate of Improvement
Business Value Created
Ease of Customization
Usability and Intuitiveness
Ease of IT Administration
Ease of Implementation
Vendor Support
Availability and Quality of Training
Microsoft Dynamics 365 for Customer Service Reviews
Shelli C.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: Business Leader or Manager
Submitted Nov 2022
Easy to use and integrate with our in house system
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?
It provided the features we found most important.
What is your favorite aspect of this product?
Easy to use on a daily basis for our needs.
What do you dislike most about this product?
There is no dislikes. It brought us into the future.
What recommendations would you give to someone considering this product?
Do your comparisons before you decide.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
Dwayne D.
- Role: Operations
- Industry: Education
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2022
The deployment, customization and use is difficult
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?
It promised to do a lot, but doing anything on Dynamics requires a specialist. It is not very intuitive.
What is your favorite aspect of this product?
It has a lot of capabilities, however, you need a specialist and lots of time to take advantage of them.
What do you dislike most about this product?
It is too complicated and technical and slow to customise. You need an expensive Microsoft partner to make any changes.
What recommendations would you give to someone considering this product?
Unless you have someone that is a specialist on this platform it will be a difficult and expensive platform to manage.
Pros
- Respectful
- Reliable
- Security Protects
Cons
- Wastes Time
- Less Effective Service
- Less Caring
Oliver K.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Oct 2022
A better way to track customer interactions
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?
I love that the admin experience is very easy for me to navigate and customize our tools for the growing need.
What is your favorite aspect of this product?
the technical support is very efficient, responds quickly and is very professional, the integration is fast and easy, especially with other microsoft applications, the use of its chat capacity has increased our ability to help our customers
What do you dislike most about this product?
The cost of support can sometimes be high, I wish there were more options to configure the user interface
What recommendations would you give to someone considering this product?
We've gone from out-of-the-box functionality to a very customer-friendly experience, one that, in many ways, our team has created and tailored on our own.
Pros
- Trustworthy
- Effective Service
- Client Friendly Policies
- Fair
