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Microsoft Dynamics 365 Customer Service Logo

Microsoft Dynamics 365 Customer Service pros and cons

Vendor: Microsoft
4.1 out of 5
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Pros & Cons summary

Microsoft Dynamics 365 Customer Service offers stable, scalable performance with easy customization and seamless integration within Microsoft systems, benefiting from advanced case management and SLA tracking. Its cloud-based nature enhances data accessibility, reducing staffing costs and boosting customer satisfaction. However, integration with other enterprise solutions needs improvement, as does technical support. Users report performance issues and inadequate documentation. Additionally, its pricing model could be more competitive for tech buyers.

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Prominent pros & cons

PROS

Microsoft Dynamics 365 Customer Service offers valuable customization features that are easy to use.
Integration is seamless with built-in connectors for Microsoft systems.
The tool enhances customer relationship management and improves sales processes.
Advanced case management capabilities and the ability to track SLAs are particularly valuable.
There is a significant reduction in staffing costs and increased customer satisfaction.

CONS

Microsoft Dynamics 365 Customer Service could improve its integration with other enterprise solutions.
Technical support for Microsoft Dynamics 365 Customer Service should be dramatically improved.
Microsoft Dynamics 365 Customer Service occasionally experiences performance issues.
The documentation for Microsoft Dynamics 365 Customer Service is lacking necessary information.
Microsoft Dynamics 365 Customer Service has a complex initial setup due to specific protocols required for integration with on-premise systems.
 

Microsoft Dynamics 365 Customer Service Pros review quotes

SamikshaShetty - PeerSpot reviewer
Jan 23, 2024
The insights are quite helpful.
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AH
Dec 21, 2023
The data is always available to the users regardless of location because of the tool's cloud-based nature. The solution is highly stable. I rate it a perfect ten. The product is highly scalable Microsoft Dynamics 365 Customer Service stands out due to its rich features, ease of deployment, and straightforward licensing structure.
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Gary Cook - PeerSpot reviewer
Mar 5, 2025
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.
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Buyer's Guide
Microsoft Dynamics 365 Customer Service
April 2025
Free Report: Microsoft Dynamics 365 Customer Service Reviews and More
Learn what your peers think about Microsoft Dynamics 365 Customer Service. Get advice and tips from experienced pros sharing their opinions. Updated: April 2025.
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849,686 professionals have used our research since 2012.
NS
Apr 25, 2025
In terms of the overall experience with the customer database, it has probably brought me significant time savings, about 30 percent.
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Mudit Sharma - PeerSpot reviewer
Oct 23, 2023
It has easy-to-use customization features.
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XZ
Mar 19, 2024
There was a situation where we needed to integrate our system with other platforms quickly. Typically, this process would require using middleware or additional testing tools. However, integration was easy because we were using Microsoft Dynamics 365 Customer Service, which is a Microsoft product. It has built-in connectors that integrate with Microsoft systems, making the process much easier.
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SS
May 27, 2024
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.
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reviewer2335581 - PeerSpot reviewer
Jan 23, 2024
Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems.
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Akshat Prakash - PeerSpot reviewer
Sep 21, 2023
Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service.
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MohammedIdais - PeerSpot reviewer
Jul 4, 2024
I find the advanced case management capabilities and the ability to track the SLAs of the product particularly valuable.
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Show 8 more reviews (out of 18)
 

Microsoft Dynamics 365 Customer Service Cons review quotes

SamikshaShetty - PeerSpot reviewer
Jan 23, 2024
The things that are needed are not available in the documentation.
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AH
Dec 21, 2023
The technical support should be dramatically improved.
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Gary Cook - PeerSpot reviewer
Mar 5, 2025
The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features.
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Buyer's Guide
Microsoft Dynamics 365 Customer Service
April 2025
Free Report: Microsoft Dynamics 365 Customer Service Reviews and More
Learn what your peers think about Microsoft Dynamics 365 Customer Service. Get advice and tips from experienced pros sharing their opinions. Updated: April 2025.
DOWNLOAD NOW
849,686 professionals have used our research since 2012.
NS
Apr 25, 2025
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.
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Mudit Sharma - PeerSpot reviewer
Oct 23, 2023
They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate.
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XZ
Mar 19, 2024
The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard.
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SS
May 27, 2024
I am looking forward to the support function.
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reviewer2335581 - PeerSpot reviewer
Jan 23, 2024
The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex.
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Akshat Prakash - PeerSpot reviewer
Sep 21, 2023
The solution could better integrate with other enterprise solutions.
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MohammedIdais - PeerSpot reviewer
Jul 4, 2024
I believe enhancing the user interface to improve user experience and simplifying customization processes would enhance the platform.
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Show 8 more reviews (out of 18)

Product Categories

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CRM

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Product Categories

Product Categories
CRM

Popular Comparisons

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Zendesk vs Microsoft Dynamics 365 Customer Service Logo
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