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Microsoft Dynamics 365 Customer Service Reviews

Vendor: Microsoft
4.1 out of 5
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What is Microsoft Dynamics 365 Customer Service?

Microsoft Dynamics 365 Customer Service integrates seamlessly with Microsoft tools, offering cloud-based accessibility that enhances business processes and facilitates decision-making. Its customizable workflows and insightful reporting streamline operations for effective customer relationship management.

Get the Microsoft Dynamics 365 Customer Service Buyer's Guide and find out what your peers are saying about Microsoft Dynamics 365 Customer Service, Zendesk, IQVIA Orchestrated Customer Engagement and more!
Microsoft Dynamics 365 Customer Service is the #12 ranked solution in top CRM solutions. PeerSpot users give Microsoft Dynamics 365 Customer Service an average rating of 8.2 out of 10. Microsoft Dynamics 365 Customer Service is most commonly compared to Zendesk: Microsoft Dynamics 365 Customer Service vs Zendesk.
Buyer's Guide
Microsoft Dynamics 365 Customer Service
May 2025
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Featured Microsoft Dynamics 365 Customer Service reviews

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Microsoft Dynamics 365 Customer Service mindshare

As of May 2025, the mindshare of Microsoft Dynamics 365 Customer Service in the CRM category stands at 0.8%, up from 0.3% 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
CategoryCRMMay 30, 2025Download
ProductReviews, tips, and advice from real usersMay 30, 2025Download
ComparisonMicrosoft Dynamics 365 Customer Service vs Salesforce Sales CloudMay 30, 2025Download
ComparisonMicrosoft Dynamics 365 Customer Service vs Microsoft Dynamics CRMMay 30, 2025Download
ComparisonMicrosoft Dynamics 365 Customer Service vs SAP CRMMay 30, 2025Download
Suggested products
TitleRatingMindshareRecommending
Zendesk4.11.4%93%60 interviewsAdd to research
IQVIA Orchestrated Customer Engagement3.50.5%100%1 interviewAdd to research
 
 
Key learnings from peers

Valuable Features

Microsoft Dynamics 365 Customer Service impresses with customizable workflows, user-friendliness, case management capabilities, and seamless integration with tools like Power Automate and Power BI. Its connectivity feature supports smooth information access and collaboration, while automation enhances efficiency. The platform excels in complaint management, unified communication, and offers built-in connectors for advanced integrations. Its cloud-based nature ensures data accessibility and facilitates decision-making through reporting and customer requirements tracking.
  • "In terms of the overall experience with the customer database, it has probably brought me significant time savings, about 30 percent."
  • "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."
  • "It is easy to integrate with other tools, and the customer service is excellent."

Room for Improvement

Microsoft Dynamics 365 Customer Service requires enhancements in its user interface, customization options, and integration capabilities. Users face challenges with technical support, performance reliability, and licensing clarity. Scalability and ease of implementation demand attention, while data management and duplicate detection complications persist. Visualization tools like charts and dashboards need addition. Improvement is also necessary in engagement features and user experience. The licensing model is confusing and requires better transparency and understanding. Integration with on-premise systems and technical support needs simplification.
  • "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."
  • "The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features."
  • "The interface could be more appealing and attractive for users."

ROI

Several users note they see ROI after three or four years of Microsoft Dynamics 365 Customer Service, yet some haven't fully leveraged all features. Starting with 2-3 people, operations expand well. Automation tools within the platform have led to cost savings while boosting handling efficiency. A ten percent reduction in staffing expenses and a twenty percent rise in customer satisfaction have reduced customer effort significantly. Time savings of about 30 percent with the customer database have been observed.

Pricing

Microsoft Dynamics 365 Customer Service offers a tiered, user-based licensing model, primarily suited for enterprises. Pricing is generally rated between five to eight out of ten, indicating it is moderate yet competitive in comparison to other solutions. The pricing includes a one-time fee and annual maintenance charges. While some find it slightly expensive, others view it as offering fair value given its feature set, though there is potential for improvement.
  • "In terms of cost, the product offers competitive pricing for its feature set."
  • "While it will apply to all employees, not all will utilize it fully. From a cost perspective, it strikes a balance: It's not overly expensive but also not too cheap."
  • "The tool is a bit on the expensive side if we purchase it individually."

Popular Use Cases

Organizations use Microsoft Dynamics 365 Customer Service for communication, collaboration, documentation, manufacturing implementation, data management, and CRM functionalities. It supports lead management, customer relationships, and integration with various systems. Companies leverage its cloud-based architecture for financial, sales, HR, and IT tasks without requiring on-premises resources. Users benefit from features tailored for multiple industries, offering dashboard functionalities, ERP integration, ticketing systems, and business intelligence. It enhances customer care, success, and experience across departments.

Service and Support

Microsoft Dynamics 365 Customer Service receives mixed feedback. Technical support is generally good, yet response times for complex issues require improvement. Some users highlight quick resolutions, though others faced delays in complex scenarios. Customer service is often praised for its helpfulness and readiness. While satisfactory for most, improvements are needed in escalation and critical response. Partner collaboration and local support can vary, impacting overall satisfaction.

Deployment

Many found Microsoft Dynamics 365 Customer Service's initial setup straightforward and quick, due to its web-based and cloud nature. Some described it as easy or completed in a day, but complexity increased with configurations or integration with existing systems. Deployment size and experience also influenced setup ease, with some requiring technical teams. Despite some complexities and stability issues, especially with integrations, proactive support was highlighted. Deployment could require varying resources depending on specific needs.

Scalability

Microsoft Dynamics 365 Customer Service users rank its scalability between seven and ten out of ten. Many highlight its cloud-based architecture supporting easy scaling for enterprises and SMBs, though licensing and complex integrations pose challenges. Companies with thousands of users find it highly scalable, while others note limitations for medium workloads. The tool's adaptability meets varied business needs, handling peak demands during high-traffic periods and providing robust customization for diverse user bases.

Stability

Microsoft Dynamics 365 Customer Service is rated highly for stability, frequently earning scores of nine or ten. Users often describe it as stable and reliable, with some noting the need to address frequent updates to enhance stability. Occasional issues are typically related to broader Microsoft outages. Implementations over several years report consistent stability, with no major failures. However, some users suggest improvements in data visualization capabilities.
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
Download our Microsoft Dynamics 365 Customer Service Buyer's Guide for additional reliable information.

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Learn more about Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service provides an extensive suite of features, including advanced case management, seamless connectivity, and a user-friendly interface. Cloud-based accessibility supports collaboration and automation, while built-in connectors like Power BI simplify data management. Regular updates enhance functionality and improve business processes. Areas for improvement include greater customization flexibility, smoother integration with enterprise systems, and better scalability. Enhanced dashboards and user-friendly components are also desired, alongside improved technical support and licensing clarity.

What are the key features of Microsoft Dynamics 365 Customer Service?
  • Advanced Case Management: Streamlines processes to effectively manage customer cases.
  • Integration with Microsoft Tools: Seamless connectivity with Power BI for insights and reporting.
  • Customizable Workflows: Tailors processes to meet business requirements.
  • User-Friendly Interface: Simple navigation supports ease of use.
  • Cloud-Based Accessibility: Ensures secure access anytime, anywhere.
What benefits should users expect from reviews?
  • Improved Collaboration: Enhances teamwork across departments.
  • Enhanced Decision-Making: Data-driven insights for strategic actions.
  • Automation Enhancements: Streamlines repetitive tasks for efficiency.
  • Case Resolution Efficiency: Faster handling of customer inquiries and support.
  • Customization Flexibility: Adapts to unique business needs.

In industries like manufacturing, energy retail, and IT, Microsoft Dynamics 365 Customer Service is employed for communication, collaboration, and sales management, supporting lead management, proposal tracking, and ticketing systems. Departments such as sales, finance, and HR leverage its capabilities for complaint management, inquiries, and operational support through secure cloud connections.

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Microsoft Dynamics 365 Customer Service reviews

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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."

What is our primary use case?

I use Microsoft Dynamics 365 Customer Service as a usual CRM. It helps me manage relationships with customers by planning communication, scheduling activities, reviewing my database, and rearranging customer information.

How has it helped my organization?

In terms of the overall experience with the customer database, it has probably brought me significant time savings, about 30 percent.
*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (480 words)
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."

What is our primary use case?

We use Microsoft Dynamics 365 Customer Service for customer care, customer success, and customer experience. We are very active with it, and it has made a massive difference in providing a fantastic impact on our customers.

What is most valuable?

Microsoft Dynamics 365 Customer Service stands out for its superb product functionality, price performance, flexibility, and integration with other Microsoft products like Office. I especially value the complaint management feature, which allows for much more unified communication. It has a workflow feature and offers excellent automation capabilities that streamline our customer service.
*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (483 words)
Buyer's Guide
Microsoft Dynamics 365 Customer Service
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Find out what your peers are saying about Microsoft Dynamics 365 Customer Service. Updated May 2025
853,682 professionals have used our research since 2012.
SS
Senior Manager - Accounts, Finance & Tax at JFE Engineering India
Verified user of Microsoft Dynamics 365 Customer Service
May 30, 2024
An user-friendly solution that helps to access information easily

Pros

"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. "

Cons

"I am looking forward to the support function. "

What is our primary use case?

We use the tool for accounting purposes. 

What is most valuable?

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.

The Microsoft Dynamics 365 Customer Service's main benefit is the ease of access to all reports and information. Everything is at your fingertips, making it user-friendly to access information.

*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (320 words)
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."

What is our primary use case?

We use Microsoft Dynamics 365 Customer Service for regular office communication, collaboration, and office documentation.

What is most valuable?

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

*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (303 words)
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. "

What is our primary use case?

Our client in the energy retail sector uses Dynamics 365 extensively, particularly Dynamics CRM, for managing customer relationships. This includes lead management, opportunity tracking, and integration with other internal systems like our proprietary software.

What is most valuable?

The platform's customizable workflows are particularly valuable. They allow our sales teams to manage leads throughout the sales cycle and integrate smoothly with other tools like Power Automate, Power BI, and Teams.

*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (281 words)
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. "

What is our primary use case?

My clients, spanning industries like manufacturing, construction, retail, healthcare, and government sectors, primarily utilize Dynamics 365 Customer Service for managing complaints, handling inquiries, and supporting operations across departments such as sales, finance, and HR.

How has it helped my organization?

Platform tools like Power Automate have been instrumental in automating processes and significantly reducing response times.

*Disclosure: My company has a business relationship with this vendor other than being a customer:
Read full review (300 words)
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."

What is our primary use case?

We handle after-sales service for the call center, technicians, mobile service center, and authorized service centers.

What is most valuable?

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

*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (319 words)
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."

What is our primary use case?

We use the solution in the internal ticketing system of our managed services. We also provide the product to our clients according to their requirements and provide them with managed services.

What is most valuable?

We provide our customers with a front-end portal where they log in and log their tickets. They can raise tickets and manage it. It is connected to the CRM. We have three different SLA scenarios for premium customers. According to the SLAs, we set different priorities for each customer and keep track of the KPIs. We have also set up email-to-case conversion rules based on a certain template. We have defined certain workflows based on case scenarios and statuses. There is an automated update to the client.

We recently started the transition of Copilot for a chatbot. We have not yet explored it. It is quite easy to start with. It is easy to set up the tool and integrate it with the database. We can keep building it. The reporting of our MSP tool is integrated with Microsoft Dynamics 365. We also have a separate tool for data.

We get a summarized quarterly analysis of the tickets that crossed the SLA and the users' responses. The tool summarizes it nicely and shows a yearly view of what went wrong and what can be done better. It was a separate tool before. Now, it is integrated with the solution. It is not up to the mark yet, but it's a better version. The insights are quite helpful.

*Disclosure: My company has a business relationship with this vendor other than being a customer: Managed Service Provider
Read full review (814 words)