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Microsoft Dynamics 365 Customer Service Reviews

Vendor: Microsoft
4.1 out of 5

What is Microsoft Dynamics 365 Customer Service?

Featured Microsoft Dynamics 365 Customer Service reviews

Microsoft Dynamics 365 Customer Service mindshare

As of July 2025, the mindshare of Microsoft Dynamics 365 Customer Service in the CRM category stands at 0.9%, up from 0.4% compared to the previous year, according to calculations based on PeerSpot user engagement data.
CRM

PeerResearch reports based on Microsoft Dynamics 365 Customer Service reviews

TypeTitleDate
CategoryCRMJul 26, 2025Download
ProductReviews, tips, and advice from real usersJul 26, 2025Download
ComparisonMicrosoft Dynamics 365 Customer Service vs Microsoft Dynamics CRMJul 26, 2025Download
ComparisonMicrosoft Dynamics 365 Customer Service vs Salesforce Sales CloudJul 26, 2025Download
ComparisonMicrosoft Dynamics 365 Customer Service vs SAP CRMJul 26, 2025Download
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Key learnings from peers

Valuable Features

Room for Improvement

ROI

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

By reviewers
By visitors reading reviews

Top industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
13%
Government
9%
Healthcare Company
9%
Computer Software Company
6%
University
6%
Media Company
5%
Renewables & Environment Company
5%
Construction Company
5%
Comms Service Provider
3%
Educational Organization
3%
Non Profit
3%
Performing Arts
3%
Outsourcing Company
2%
Wholesaler/Distributor
2%
Real Estate/Law Firm
2%
Recreational Facilities/Services Company
2%
Logistics Company
2%
Retailer
2%
Legal Firm
2%
Transportation Company
2%
Marketing Services Firm
2%
Energy/Utilities Company
2%

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Microsoft Dynamics 365 Customer Service reviews

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NS
Head of Business Solutions at a pharma/biotech company with 1,001-5,000 employees
Verified user of Microsoft Dynamics 365 Customer Service
Apr 25, 2025
Transforms customer relationship management with customizable features and seamless integration

Pros

"In terms of the overall experience with the customer database, it has probably brought me significant time savings, about 30 percent."

Cons

"The main area for improvement is the pricing model. While it is competitive within the market, there is room for improvement, as is the case with most software vendors."
Gary Cook - PeerSpot user
Executive at Empowered Analytics
Verified user of Microsoft Dynamics 365 Customer Service
Mar 5, 2025
Enables seamless customer communication and improves satisfaction

Pros

"We have observed a savings of about ten percent on staffing costs and a twenty percent increase in customer satisfaction, highlighting a significant reduction in customer effort."

Cons

"The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features."
Find out what your peers are saying about Microsoft Dynamics 365 Customer Service. Updated July 2025
863,641 professionals have used our research since 2012.
Akshat Prakash - PeerSpot user
Consultant at BP
Verified user of Microsoft Dynamics 365 Customer Service
Oct 1, 2023
A stable solution that can be used for regular office communication, collaboration, and office documentation

Pros

"Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service."

Cons

"The solution could better integrate with other enterprise solutions."
JO
Tech Manager at Globant
Verified user of Microsoft Dynamics 365 Customer Service
Jul 8, 2024
Provides customizable workflows and improves sales processes

Pros

"Dynamics CRM is highly effective for managing customer relationships and improving sales processes. "

Cons

"The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial. "
MohammedIdais - PeerSpot user
Senior Operations and Group Information Technology Manager at a computer software company with 201-500 employees
Verified user of Microsoft Dynamics 365 Customer Service
Jul 14, 2024
Reliable platform with valuable advanced case management capabilities

Pros

"I find the advanced case management capabilities and the ability to track the SLAs of the product particularly valuable. "

Cons

"I believe enhancing the user interface to improve user experience and simplifying customization processes would enhance the platform. "
PeerSpot user
Modern Channels Head at a manufacturing company with 10,001+ employees
Verified user of Microsoft Dynamics 365 Customer Service
Feb 8, 2024
Offers good integration but a bit complex setup

Pros

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

Cons

"The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."
SamikshaShetty - PeerSpot user
Consultant at Frequency Foundry
Verified user of Microsoft Dynamics 365 Customer Service
Jan 31, 2024
A stable and customizable product that provides excellent reports and insights

Pros

"The insights are quite helpful."

Cons

"The things that are needed are not available in the documentation."
Ramon-Lipparoni - PeerSpot user
Head of IT at Letsema
Verified user of Microsoft Dynamics 365 Customer Service
Jan 16, 2024
Enables us to take development apps and customize them