Microsoft Dynamics 365 Customer Service Reviews

We use the solution in the internal ticketing system of our managed services. We also provide the product to our clients according to their requirements and provide them with managed services.

We provide our customers with a front-end portal where they log in and log their tickets. They can raise tickets and manage it. It is connected to the CRM. We have three different SLA scenarios for premium customers. According to the SLAs, we set different priorities for each customer and keep track of the KPIs. We have also set up email-to-case conversion rules based on a certain template. We have defined certain workflows based on case scenarios and statuses. There is an automated update to the client.

We recently started the transition of Copilot for a chatbot. We have not yet explored it. It is quite easy to start with. It is easy to set up the tool and integrate it with the database. We can keep building it. The reporting of our MSP tool is integrated with Microsoft Dynamics 365. We also have a separate tool for data.

We get a summarized quarterly analysis of the tickets that crossed the SLA and the users' responses. The tool summarizes it nicely and shows a yearly view of what went wrong and what can be done better. It was a separate tool before. Now, it is integrated with the solution. It is not up to the mark yet, but it's a better version. The insights are quite helpful.

We are facing an issue with the duplicate detection rule. We have set up the rule. However, the solution is quite old, and the data collected is large. We struggle to use the detection rule for complicated records with similar names or email IDs with one or two different letters. We can work around it with customization. Management of data and finding the logs of the changes made by certain users takes quite a time.

When we transitioned to the chatbot, we had to raise a separate ticket to understand it. We can't pitch it to our clients if we are not technically aligned with the enhancement. The things that are needed are not available in the documentation. The knowledge available in Power Pages is quite limited. We still have to contact support to understand more.

I have been using the solution for four to five years.

I rate the tool’s stability an eight out of ten.

We have eight or nine customers who use the solution. We provide maintenance and troubleshooting services to our customers. We have more than ten engineers in our technical team who work on developing and testing the product. We have a separate team for retention. I rate the tool’s scalability an eight out of ten.

The support is helpful sometimes. We get quick responses and relevant responses. One of our clients had a P1 issue related to mailbox settings. The emails were not getting sent. We raised a ticket with Microsoft. It went on for a couple of months with no proper solution. The audit logs were not retained after 30 days, so things went downhill. We didn’t get a proper outcome even after three months of communication.

We get responses for simple scenarios, but it takes the team quite a while for complex scenarios. The technical aspects of complicated issues take time. We are fine with getting responses in a month or two. However, it is unacceptable when we wait for three months, contact multiple engineers from multiple regions, and do not get a response. There were some good interactions and quick responses, though.

Positive

The licensing is confusing. The tool is a bit on the expensive side if we purchase it individually. If we opt for specific plans, it might be within our budget.

We also use the Sales CRM for our internal sales-related workflows for generating leads and opportunities. Integrating the out-of-the-box features was not that difficult. However, based on the different requirements of different customers, we have to customize the tool. Previously, it was a bit tedious, but now it's quite easy. Based on the customer’s needs, the product requires some additional customization from our side. We keep the out-of-the-box features as the base and integrate more if required. 

Overall, I rate the tool an eight out of ten.

We use the product to track and follow up on business proposals. It helps us with customer service and lead opportunity management.

The product’s best feature is connectivity. There are inbuilt connectors to integrate with PowerBI and other applications. It has easy-to-use customization features. Anyone can manage the entities and update them as per business requirements. 

They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate.

We have been using Microsoft Dynamics 365 Customer Service for four years.

I rate the product’s stability a ten out of ten.

Our organization has 12 to 15 Microsoft Dynamics 365 Customer Service users. We encountered some issues while receiving product updates. I rate the scalability a seven out of ten.

The technical support team takes multiple weeks to fix the errors. It should improve the response time.

Neutral

We have used DashOps and Zoho before.

The initial setup process is very simple.

We are a gold partner of the vendors and provide consulting services for customers.

I rate the product’s pricing a seven out of ten. It is a decent price compared to multiple vendors and products available in the market. It is fine if you have a team of 10 to 15 people. However, it is most suited for enterprises that require more stability.

In comparison, Salesforce provides much better functionality but costs more than Microsoft.

I rate Microsoft Dynamics 365 Customer Service an eight out of ten. It has a lot of speed-defined functions.

We have implemented the solution in manufacturing industries. We do everything in each department: automation, flow integration, sales, Business Central for accounts, and Power BI for reports.

Automation is everywhere, and having it in a co-pilot capacity enhances efficiency. It’s safe that upgrades are frequent. When we started, the integration model was in place. Now, it encompasses the entire data set, including Power BI. We need to set up Power BI and gather data from each department based on user activities and other metrics.

The licensing model is confusing, especially for partners and customers. Many customers are limited to the basic 365 package, with additional add-on options available for users. Transparency is crucial for explanation. Microsoft provides documentation detailing the features of each license. There is less clarity or discussion around this issue.

I have been using Microsoft Dynamics 365 Customer Service for 15 years, including four years in India.

We have done more than three implementations in the last two years. We feel the solution is stable.

The solution is easy to scale. We work with both SMBs and enterprise solutions.

The support is good. We try to generate a ticket. Most tickets are resolved quickly, but a few tickets take some time.

Positive

The initial setup is easy, but Kubernetes depends on the technical documentation. Depending on their requirements, It will take one to two days, subject to documents. We have around five people to deploy the solution.

We only started with 2-3 people, but it's growing good.

The product comes with a yearly license.

The solution’s maintenance is easy. We have a support team to guide us.

Overall, I rate the solution a nine out of ten.

We are trying to implement the solution in the manufacturing industry. Vendors and ERP teams sit at our office, and we are testing whether these products are suitable or if I need to check for more. Currently, we are evolving the user stories and testing the system to see if it suits our industry.

I liked the solution's web version and user interface.

I didn't like the solution very much because its functionality is a bit typical and old-fashioned, and the entire system needs upgrading.

The solution's technical support didn't support me at all.

Neutral

The solution's initial setup is very, very complex. As a user, the solution's setup was a terrible experience for me.

It would be great if the solution provided a user manual for users about standard functionality.

Overall, I rate the solution a five out of ten.

I am a market researcher for my organization, and I research different technologies to see what they are doing and what is happening around the world. I have experience with Microsoft Dynamics 365 CRM and use it primarily for CRM storage, cloud storage, and helping other organizations integrate with Microsoft ERP solutions.

It is easy to use and understand, and no special tutors are required for Microsoft Dynamics 365. If people have worked with CRM systems like Salesforce or HubSpot, they can easily understand Microsoft Dynamics CRM.

It is easy to integrate with other tools, and the customer service is excellent. The automation features, especially for exporting or importing files from different sources, are very efficient.

The interface could be more appealing and attractive for users. Microsoft should work on making the interface easier to understand and connect different departments more efficiently. Additionally, sometimes we face glitches, but customer support helps resolve these issues.

It has been around two years.

The customer service is excellent. They are ready to help us at any time.

Positive

I have researched other CRM systems like Salesforce and HubSpot.

Every tool needs improvement in the upcoming future. Microsoft should focus on enhancing the interface to make it easier to understand.

I'd rate the solution eight out of ten.

I mainly do customer management, setting records, and things like that. 

We use the Internet Facing Deployment (IDF) configuration for this CRM system,  which allows external access through a secure connection.

It's easy to administer, and the UI is lag-free.

There are some occasional performance issues. It wouldn't be a dealbreaker for most, but a strong internet connection and some specific configurations are crucial for optimal performance.

I have been using it for three years. I handle high-level design and project delivery.

It's good for medium and maybe large companies. It can handle medium workloads.

Management tools vary depending on the client. Currently, I'm focusing on Microsoft security solutions like Exchange Online and related gateways.

Overall, the pricing seems fair. I would rate the pricing a seven out of ten if one is the cheapest possible and ten is expensive. It is neither cheap nor overpriced. 

It's useful and easy to use, especially for administration center users. I would recommend using the solution. 

Overall, I would rate the solution a nine out of ten. 

Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions.

The platform’s UI could be better. There could be more customization options.

We have been using Microsoft Dynamics 365 Customer Service since 2017. At present, we are using the latest version.

I rate the product’s stability a ten out of ten.

We have 40 Microsoft Dynamics 365 Customer Service customers. I rate the product’s scalability a seven out of ten. We can’t use it for many people. The license model is restrictive. We have to purchase a separate license for each user.

I rate the product’s initial setup an eight out of ten. It requires two executives for deployment.

I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten. We pay €200 per license. There are no additional costs involved.

It is a good product to maintain for customers. It is a standard tool and provides good support services. It fits in our Microsoft environment, but sometimes customization options require a lot of effort.

I rate it a seven out of ten.

It is an overall good product and has many essential features.

The product doesn’t meet standard functionality. There should be enough features included in it.

We have been using Microsoft Dynamics 365 Customer Service for more than 15 years.

It is a stable product.

We have an enterprise business as a customer for Microsoft Dynamics 365 Customer Service.

We refer to standard options in the product’s technical documentation in case of any issues.

We have used Business Central.

The initial setup is simple, as I have prior experience working with more complex setups. The deployment time depends on the users and database size.

I rate Microsoft Dynamics 365 Customer Service an eight out of ten.