Microsoft Dynamics 365 for Customer Service Customer Reviews 2025

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Microsoft Corporation

Microsoft Dynamics 365 for Customer Service

Composite Score

8.5 /10

CX Score

8.7 /10

160 Reviews

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鈥檚 powered by data and intelligence, and helps capture new business opportunities. That鈥檚 Microsoft Dynamics 365.

Company Details

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Awards & Recognition

Microsoft Dynamics 365 for Customer Service won the following awards in the Customer Service - Enterprise category

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4 Top Rated Capabilities

2 Top Rated Features

Latest Award, 2025

1 Top Rated Capabilities

0 Top Rated Features

2024

3 Top Rated Capabilities

1 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Product Impact
Conflict Resolution

2022

4 Top Rated Capabilities

0 Top Rated Features

2022

Microsoft Dynamics 365 for Customer Service Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Microsoft Dynamics 365 for Customer Service.

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.

82 Likeliness to Recommend

1
Since last award

94 Plan to Renew

82 Satisfaction of Cost Relative to Value

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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.

+86 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?

5% Negative

6% Neutral

89% Positive

Pros

Respectful
Reliable
Inspires Innovation
Fair

Feature Ratings

Average 81

Customer Self Service Capabilities

Analytics and Reporting

Customer Service Knowledge Management

Agent Collaboration

Mobile Customer Care

Intelligent Search

Customer Community Management

Customer Service Workflow Management

Multi Channel Support

Contact Center Integration

Agent Scripting

Vendor Capability Ratings

Average 79

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Business Value Created

Quality of Features

Ease of Customization

Usability and Intuitiveness

Ease of Implementation

Ease of IT Administration

Vendor Support

Availability and Quality of Training

Microsoft Dynamics 365 for Customer Service Reviews

Purvi s.

Role: Information Technology
Industry: Media
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2025

All under one roof

Likeliness to Recommend

8 /10

What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?

Its trustworthy and has breadth of features and always innovate trying new things and bringing different apps and features

What is your favorite aspect of this product?

It is easy to use and handle all the things at one place, and it is also scalable.

What do you dislike most about this product?

The costing is too high and sometimes customization becomes tough too. Also the ui is not interactive too. they should have offline access some more so that we can easily access offline too

What recommendations would you give to someone considering this product?

they can choose the right module as per there needs. should not over customize at start of application. integrate with ERP software and payment gateways

Pros

Inspires Innovation
Helps Innovate
Continually Improving Product
Reliable

Cons

Commodity Features
Vendor Friendly Policies

Nkiruka Bethel P.

Role: Operations
Industry: Other
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2025

Satisfied User

Likeliness to Recommend

9 /10

What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?

It's Diversified approach in solving user issues

What is your favorite aspect of this product?

Customer Service

What do you dislike most about this product?

Nothing specifically

What recommendations would you give to someone considering this product?

To use this and other Microsoft products

Pros

Trustworthy
Efficient Service
Effective Service
Inspires Innovation

faith c.

Role: Finance
Industry: Banking
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Mar 2025

It is good for start up businesses

Likeliness to Recommend

10 /10

What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?

It has so many apps for different purposes

What is your favorite aspect of this product?

Versatility and user friendly

What do you dislike most about this product?

Cumbersome and wide

What recommendations would you give to someone considering this product?

Good for a business setting

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Cons

Inhibits Innovation
Slower Product Innovation

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Microsoft Dynamics 365 for Customer Service

What is Microsoft Dynamics 365 for Customer Service?

Company Details

Need Assistance?

Awards & Recognition

2022 Emotional Footprint Champion

Microsoft Dynamics 365 for Customer Service Ratings

82 Likeliness to Recommend

1 Since last award

94 Plan to Renew

82 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+86 Net Emotional Footprint

How much do users love Microsoft Dynamics 365 for Customer Service?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Microsoft Dynamics 365 for Customer Service Reviews

Purvi s.

All under one roof

Likeliness to Recommend

Pros

Cons

Nkiruka Bethel P.

Satisfied User

Likeliness to Recommend

Pros

faith c.

It is good for start up businesses

Likeliness to Recommend

Pros

Cons

Most Popular Microsoft Dynamics 365 for Customer Service Comparisons

HubSpot Service Hub

Zendesk for Service

Freshdesk

Salesforce Service Cloud

Zoho Desk

Oracle Service

Title

1
Since last award

Feature Ratings

Customer Self Service Capabilities

Analytics and Reporting

Customer Service Knowledge Management

Agent Collaboration

Mobile Customer Care

Intelligent Search

Customer Community Management

Customer Service Workflow Management

Multi Channel Support

Contact Center Integration

Agent Scripting

Vendor Capability Ratings

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Business Value Created

Quality of Features

Ease of Customization

Usability and Intuitiveness

Ease of Implementation

Ease of IT Administration

Vendor Support

Availability and Quality of Training