Microsoft Dynamics 365 Customer Service Reviews

Name: Microsoft Dynamics 365 Customer Service
Brand: Microsoft
Rating: 4.1 (20 reviews)

4.1 out of 5

20 reviews
94% willing to recommend

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.

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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. Microsoft Dynamics 365 Customer Service is popular among the large enterprise segment, accounting for 57% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a manufacturing company, accounting for 15% of all views.

Buyer's Guide

Microsoft Dynamics 365 Customer Service

June 2025

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Featured Microsoft Dynamics 365 Customer Service reviews

Gary Cook

Executive at Empowered Analytics

Microsoft Dynamics 365 Customer Service ( /products/microsoft-dynamics-365-customer-service-reviews ) 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.

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Akshat Prakash

Consultant at BP

We use Microsoft Dynamics 365 Customer Service for regular office communication, collaboration, and office documentation Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service. The solution could…

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MohammedIdais

Senior Operations and Group Information Technology Manager at a computer software company with 201-500 employees

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 Platform tools…

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Microsoft Dynamics 365 Customer Service mindshare

As of June 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

Type	Title	Date
Category	CRM	Jun 28, 2025	Download
Product	Reviews, tips, and advice from real users	Jun 28, 2025	Download
Comparison	Microsoft Dynamics 365 Customer Service vs Salesforce Sales Cloud	Jun 28, 2025	Download
Comparison	Microsoft Dynamics 365 Customer Service vs Microsoft Dynamics CRM	Jun 28, 2025	Download
Comparison	Microsoft Dynamics 365 Customer Service vs SAP CRM	Jun 28, 2025	Download

Title	Rating	Mindshare	Recommending
Zendesk	4.1	1.4%	93%	60 interviews Add to research
IQVIA Orchestrated Customer Engagement	3.5	0.4%	100%	1 interview Add to research

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.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Manufacturing Company

15%

Healthcare Company

11%

Government

Financial Services Firm

Media Company

University

Computer Software Company

Renewables & Environment Company

Construction Company

Comms Service Provider

Non Profit

Wholesaler/Distributor

Outsourcing Company

Performing Arts

Real Estate/Law Firm

Logistics Company

Retailer

Legal Firm

Transportation Company

Energy/Utilities Company

Marketing Services Firm

Compare Microsoft Dynamics 365 Customer Service with alternative products

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.