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鈥檚 powered by data and intelligence, and helps capture new business opportunities. That鈥檚 Microsoft Dynamics 365.
Company Details
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceMicrosoft 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
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?
Pros
- Respectful
- Reliable
- Inspires Innovation
- Fair
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
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
Microsoft Dynamics 365 for Customer Service Reviews
Rushdi A.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Dec 2022
Work as well, if not better, than competition
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?
Ease of use was one of the best things I think that differentiats dynamics 365 even from it's bigger competitors in this industry. Everything just works so well.
What is your favorite aspect of this product?
As an end user this was a particularly easy tool to plot the customer journey without spending too much time tinkering with tools
What do you dislike most about this product?
Lack of integrations, but this is mainly due to the fact that the app is not as mature as the rest of it's competition - I'm sure this will be managed in the future.
What recommendations would you give to someone considering this product?
Microsoft's offering is a great alternative to the larger player in this industry, definitely give them a look into and see if it's the right fit for your organisation
Pros
- Continually Improving Product
- Trustworthy
- Helps Innovate
- Reliable
Cons
- Less Caring
- Vendor Friendly Policies
- Leverages Incumbent Status
Shelli C.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: Business Leader or Manager
Submitted Nov 2022
Easy to use and integrate with our in house system
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?
It provided the features we found most important.
What is your favorite aspect of this product?
Easy to use on a daily basis for our needs.
What do you dislike most about this product?
There is no dislikes. It brought us into the future.
What recommendations would you give to someone considering this product?
Do your comparisons before you decide.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
Dwayne D.
- Role: Operations
- Industry: Education
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2022
The deployment, customization and use is difficult
Likeliness to Recommend
What differentiates Microsoft Dynamics 365 for Customer Service from other similar products?
It promised to do a lot, but doing anything on Dynamics requires a specialist. It is not very intuitive.
What is your favorite aspect of this product?
It has a lot of capabilities, however, you need a specialist and lots of time to take advantage of them.
What do you dislike most about this product?
It is too complicated and technical and slow to customise. You need an expensive Microsoft partner to make any changes.
What recommendations would you give to someone considering this product?
Unless you have someone that is a specialist on this platform it will be a difficult and expensive platform to manage.
Pros
- Respectful
- Reliable
- Security Protects
Cons
- Wastes Time
- Less Effective Service
- Less Caring
