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
Samantha J.
- Role: Operations
- Industry: Telecommunications
- Involvement: Business Leader or Manager
Submitted Sep 2025
Microsoft Dynamics Lifesaver for Business
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?
The integrations are much easier and there are many systems that it integrates with. Microsoft Dynamics is very user friendly compared to other platforms. The business intelligence that we are able to gain from the data, analytics, and reporting is amazing.
What is your favorite aspect of this product?
I love the reports that we are able to pull and the ease of pulling them.
What do you dislike most about this product?
Nothing that I can think of.
What recommendations would you give to someone considering this product?
I would recommend that they implement with the vendor and do training on the system.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy
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 for 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 for 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
