Microsoft Dynamics 365 Customer Service Reviews

Name: Microsoft Dynamics 365 Customer Service
Brand: Microsoft
Rating: 4.0 (18 reviews)

4.0 out of 5

18 reviews
93% willing to recommend

What is Microsoft Dynamics 365 Customer Service?

Microsoft Dynamics 365 Customer Service integrates seamlessly with Microsoft tools, offering cloud-based accessibility that enhances business processes and facilitates decision-making. Its customizable workflows and insightful reporting streamline operations for effective customer relationship management.

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Microsoft Dynamics 365 Customer Service is the #14 ranked solution in top CRM solutions. PeerSpot users give Microsoft Dynamics 365 Customer Service an average rating of 8.0 out of 10. Microsoft Dynamics 365 Customer Service is most commonly compared to Zendesk: Microsoft Dynamics 365 Customer Service vs Zendesk.

Buyer's Guide

Microsoft Dynamics 365 Customer Service

February 2025

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Featured Microsoft Dynamics 365 Customer Service reviews

Akshat Prakash

Consultant at BP

We use Microsoft Dynamics 365 Customer Service for regular office communication, collaboration, and office documentation Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service. The solution could…

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MohammedIdais

Group Information Technology & ERP Manager at Imdad

My clients, spanning industries like manufacturing, construction, retail, healthcare, and government sectors, primarily utilize Dynamics 365 Customer Service for managing complaints, handling inquiries, and supporting operations across departments such as sales, finance, and HR Platform tools…

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Ramon-Lipparoni

Head of IT at Letsema

While Dynamics 365 Customer Service offers robust customization options, complex integrations, and highly bespoke features can be challenging to implement. However, it's a highly reliable and adaptable solution for most mid-sized businesses with typical customer service needs. I rate the solution's scalability a seven and a half out of ten.

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Microsoft Dynamics 365 Customer Service mindshare

As of March 2025, the mindshare of Microsoft Dynamics 365 Customer Service in the CRM category stands at 0.7%, up from 0.3% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM

PeerAnalyst reports based on Microsoft Dynamics 365 Customer Service reviews

Type	Title	Date
Category	CRM	Mar 3, 2025	Download
Product	Reviews, tips, and advice from real users	Mar 3, 2025	Download
Comparison	Microsoft Dynamics 365 Customer Service vs Salesforce Sales Cloud	Mar 3, 2025	Download
Comparison	Microsoft Dynamics 365 Customer Service vs Microsoft Dynamics CRM	Mar 3, 2025	Download
Comparison	Microsoft Dynamics 365 Customer Service vs monday.com	Mar 3, 2025	Download

Title	Rating	Mindshare	Recommending
Zendesk	4.1	1.4%	93%	59 interviews Add to research
IQVIA Orchestrated Customer Engagement	3.5	0.7%	100%	1 interview Add to research

Valuable Features

Microsoft Dynamics 365 Customer Service offers valuable features like seamless integration, advanced customization, and automation. Users appreciate its cloud-based platform for constant availability and connectivity with tools like Power BI and SharePoint. Its user-friendly interface simplifies managing leads and SLAs. It integrates easily with other Microsoft products, offering capabilities in project management and sales. The platform's efficient decision-making insights, web version, and customization options enhance business processes dynamically.

"It is easy to integrate with other tools, and the customer service is excellent."
"I find the advanced case management capabilities and the ability to track the SLAs of the product particularly valuable."
"Dynamics CRM is highly effective for managing customer relationships and improving sales processes."

Room for Improvement

Users identify areas for enhancement in Microsoft Dynamics 365 Customer Service. They suggest improvements in the user interface for better usability and integration with other systems. Customization is deemed time-consuming, and technical support needs more training. Users find the licensing model confusing and note challenges with duplicate detection and performance issues. Simplifying on-premise system integration and making the interface more engaging are recommended. Additionally, users express concerns about high costs and scalability limitations.

"The interface could be more appealing and attractive for users."
"I believe enhancing the user interface to improve user experience and simplifying customization processes would enhance the platform."
"The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial."

Pricing

Microsoft Dynamics 365 Customer Service pricing is rated average, with typical costs around €200 per license. It's user-based and generally suits larger enterprises needing stable solutions. While cheaper than SAS and Oracle, it is considered moderate in cost. Licensing options vary, and while some find the pricing confusing or expensive when purchased individually, others see value for teams of 10 to 15. Corporate enterprise licenses are available, and annual maintenance charges apply.

"In terms of cost, the product offers competitive pricing for its feature set."
"While it will apply to all employees, not all will utilize it fully. From a cost perspective, it strikes a balance: It's not overly expensive but also not too cheap."
"The tool is a bit on the expensive side if we purchase it individually."

Popular Use Cases

Organizations primarily use Microsoft Dynamics 365 Customer Service for office communication, CRM, and customer service management. It's implemented in diverse industries like manufacturing, energy retail, and IT. Companies leverage it for data integration, sales tracking, after-sales service, ticketing systems, lead management, and accounting. Many migrate from on-premise setups to cloud-based solutions for enhanced collaboration and external access. Integrations with ERP systems and Power BI support varied operational needs and strategic partnerships enhance implementation.

Service and Support

Customer service and support for Microsoft Dynamics 365 Customer Service vary. While some experiences are positive with quick resolutions, others face delays, especially with complex issues. Technical support is helpful at times, yet improvements in response time and effectiveness are needed. Some customers report satisfactory support, although others encounter prolonged problem-solving involving many engineers across regions. An enhancement in the speed of escalation would be beneficial. Despite challenges, some interactions with the team are commendably efficient.

Deployment

The initial setup of Microsoft Dynamics 365 Customer Service varies in complexity. Some find it straightforward and easy, especially with cloud-based deployment, while others encounter challenges integrating with existing systems or due to complex processes. Deployment time can range from days to a year, often influenced by user needs, database size, and technical documentation. Many rate the process positively but note specific areas like dashboards and configuration require improvement.

Scalability

Microsoft Dynamics 365 Customer Service receives mixed ratings for scalability, ranging from seven to ten out of ten. Users appreciate its reliability and adaptability for mid-sized businesses but note challenges with complex integrations and customizations. The cloud-based system supports easy scaling, yet some consider the licensing model restrictive. Many organizations successfully scale to accommodate large user bases, while others face limitations and moderate scaling potential.

Stability

Users report high satisfaction with Microsoft Dynamics 365 Customer Service stability, frequently rating it ten out of ten. They find it stable and reliable, rarely encountering crashes. Some suggest improvements by reducing frequent updates. Occasionally, broader Microsoft outages impact stability. Implementations over the past two years support its stability, though some rate it eight or nine due to basic dashboards needing better data visualization.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Microsoft Dynamics 365 Customer Service Buyer's Guide for additional reliable information.

Compare Microsoft Dynamics 365 Customer Service with alternative products

Learn more about Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service provides an extensive suite of features, including advanced case management, seamless connectivity, and a user-friendly interface. Cloud-based accessibility supports collaboration and automation, while built-in connectors like Power BI simplify data management. Regular updates enhance functionality and improve business processes. Areas for improvement include greater customization flexibility, smoother integration with enterprise systems, and better scalability. Enhanced dashboards and user-friendly components are also desired, alongside improved technical support and licensing clarity.

What are the key features of Microsoft Dynamics 365 Customer Service?

Advanced Case Management: Streamlines processes to effectively manage customer cases.
Integration with Microsoft Tools: Seamless connectivity with Power BI for insights and reporting.
Customizable Workflows: Tailors processes to meet business requirements.
User-Friendly Interface: Simple navigation supports ease of use.
Cloud-Based Accessibility: Ensures secure access anytime, anywhere.

What benefits should users expect from reviews?

Improved Collaboration: Enhances teamwork across departments.
Enhanced Decision-Making: Data-driven insights for strategic actions.
Automation Enhancements: Streamlines repetitive tasks for efficiency.
Case Resolution Efficiency: Faster handling of customer inquiries and support.
Customization Flexibility: Adapts to unique business needs.

In industries like manufacturing, energy retail, and IT, Microsoft Dynamics 365 Customer Service is employed for communication, collaboration, and sales management, supporting lead management, proposal tracking, and ticketing systems. Departments such as sales, finance, and HR leverage its capabilities for complaint management, inquiries, and operational support through secure cloud connections.