Microsoft Dynamics 365 Customer Service Reviews

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.

We handle after-sales service for the call center, technicians, mobile service center, and authorized service centers.

Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems.

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 like Power Automate have been instrumental in automating processes and significantly reducing response times.

We use the tool for accounting purposes. 

The tool's most valuable feature is its user-friendliness. Being part of the Microsoft 365 suite, it is easy to use and understand, much like Excel.

The Microsoft Dynamics 365 Customer Service's main benefit is the ease of access to all reports and information. Everything is at your fingertips, making it user-friendly to access information.

Our client in the energy retail sector uses Dynamics 365 extensively, particularly Dynamics CRM, for managing customer relationships. This includes lead management, opportunity tracking, and integration with other internal systems like our proprietary software.

The platform's customizable workflows are particularly valuable. They allow our sales teams to manage leads throughout the sales cycle and integrate smoothly with other tools like Power Automate, Power BI, and Teams.

I've managed and helped migrate 11 businesses from on-premise deployments to the cloud-based solution. To achieve this, I partnered with a third-party vendor, acquired Microsoft licenses, implemented Logic 365 in each company, and then migrated data and processes to the Dynamics 365 environment. Additionally, I established a strategic partnership with Microsoft to leverage their expertise and ensure seamless implementation across all eleven companies. This entire process was completed within the past four years.

The solution offers a sales platform and project management. The new project modules are a little bit more advanced. It allowed me to take development apps and customize them. We use the sales to manage inside the ERP platform rather than in the CRM.

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.