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Microsoft Corporation

Microsoft Dynamics 365 for Customer Service

Composite Score

8.5 /10

CX Score

8.8 /10

169 Reviews Write a Review

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

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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.

83 Likeliness to Recommend

2
Since last award

95 Plan to Renew

1
Since last award

83 Satisfaction of Cost Relative to Value

1
Since last award

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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?

4% Negative

7% Neutral

89% Positive

Pros

Respectful
Reliable
Inspires Innovation
Enables Productivity

Feature Ratings

Average 82

Customer Self Service Capabilities

Analytics and Reporting

Customer Service Knowledge Management

Agent Collaboration

Multi Channel Support

Customer Service Workflow Management

Customer Community Management

Intelligent Search

Mobile Customer Care

Contact Center Integration

Agent Scripting

Vendor Capability Ratings

Average 80

Ease of Data Integration

Breadth of Features

Quality of Features

Product Strategy and Rate of Improvement

Business Value Created

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

OYINDAMOLA I.

Role: Sales Marketing
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2025

I highly recommend this product.

Likeliness to Recommend

10 /10

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

It has an intelligent routing system that sends case to an agent best suited for that case.

What is your favorite aspect of this product?

It's intelligent routing system.

What do you dislike most about this product?

Nothing to dislike.

What recommendations would you give to someone considering this product?

I would recommend that it is a great product to use for seamless customer support.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

John S.

Role: Operations
Industry: Engineering
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2025

Integrated Ecosystem

Likeliness to Recommend

9 /10

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

it is deep, native integration with the broader Microsoft ecosystem.

What do you dislike most about this product?

Unified Business Application Platform

What recommendations would you give to someone considering this product?

Microsoft ecosystem.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Role: Information Technology
Industry: Government
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Sep 2025

Powerful suite of tools but many are not needed

Likeliness to Recommend

8 /10

Pros

Respectful
Helps Innovate
Continually Improving Product
Reliable

Cons

Vendor Friendly Policies
Vendor's Interest First
Less Generous

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Microsoft Dynamics 365 for Customer Service

What is Microsoft Dynamics 365 for Customer Service?

Company Details

Book a Free Demo Today!

Awards & Recognition

2022 Emotional Footprint Champion

Microsoft Dynamics 365 for Customer Service Ratings

83 Likeliness to Recommend

2 Since last award

95 Plan to Renew

1 Since last award

83 Satisfaction of Cost Relative to Value

1 Since last award

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.

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

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

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

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

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

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

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

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.

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.

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.

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

OYINDAMOLA I.

I highly recommend this product.

Likeliness to Recommend

Pros

John S.

Integrated Ecosystem

Likeliness to Recommend

Pros

Powerful suite of tools but many are not needed

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

2
Since last award

1
Since last award

1
Since last award

Feature Ratings

Customer Self Service Capabilities

Analytics and Reporting

Customer Service Knowledge Management

Agent Collaboration

Multi Channel Support

Customer Service Workflow Management

Customer Community Management

Intelligent Search

Mobile Customer Care

Contact Center Integration

Agent Scripting

Vendor Capability Ratings

Ease of Data Integration

Breadth of Features

Quality of Features

Product Strategy and Rate of Improvement

Business Value Created

Ease of Customization

Usability and Intuitiveness

Ease of Implementation

Ease of IT Administration

Vendor Support

Availability and Quality of Training