Microsoft Dynamics 365 Customer Service Reviews

I have been exposed to Microsoft Dynamics 365 Customer Service for over six years. Our typical client is a hundred-billion-dollar company with 10,000 to 20,000 agents who use Microsoft Dynamics 365 Customer Service as a ticketing system. As you can imagine, nothing involving 10,000 people is easy or something that one person can do. At an enterprise level with 10,000-plus agents or a few thousands of agents, implementation takes approximately six months. All of them have private cloud.

It is very good because you can activate this and integrate it across any channel. Because of its integration, it can seamlessly adapt to any kind of channel up front.

Microsoft Dynamics 365 Customer Service is quite easy to use. It is very well integrated with Microsoft Teams and 365 as an overall platform. You can integrate it easily with AI, Microsoft Copilot and Power Automate. The call logs, the history, the data structures, and the visuals are simple and intuitive enough.

The benefit is the purpose that ticketing serves. All these organizations need ticketing as a functionality with Microsoft Dynamics 365 Customer Service. They need to create tickets or issues that then get tracked through the organization as it flows. Ticketing is used whenever a customer has an issue that you want to take a record of and track through till closure.

The place where you can define the rules is at the back end. That module, where you write the assignment rules or the skill set rules or prioritization rules, has very limited flexibility in these rules engines. More flexible rule-defining back ends that you can customize to your business context more closely than you can right now would be better.

Customization for the information design in Microsoft Dynamics 365 Customer Service is needed. The foundational information that goes into service management comes as foundational information that you need to program into or load into the service management platform. Right now, you need to change the rules to load them in the format that is required, and this should not be happening.

AI capabilities in Microsoft Dynamics 365 Customer Service are more focused on the productivity aspects and the backend aspects. It is not personalizing interactions. The CRM part is more where these kinds of front-end customer personalizations take place.

Implementation is not done by one person. The companies and scale that we are talking about are deployments covering thousands of agents and users. When somebody is doing a ticketing system transition at an enterprise level, it is obviously a complex affair involving hundreds of people and tens of teams at various points in the transition or implementation life cycle.

For a 200-member company with 10 people in customer support, it is probably the same as a Freshworks or ServiceNow. It does not matter what you use.

There is a whole team of specialists to plan for it, deploy, change management, technology, business, and everything.

The choice between Microsoft Dynamics or something else depends on the scale at which you are going to use these tools and the customization with which you need to define your workflows. The pricing of Microsoft Dynamics 365 Customer Service is on par with other enterprise-grade tools. Compared to ServiceNow, Dynamics is priced similarly. Freshworks is on par with Zendesk and slightly less expensive than Dynamics and ServiceNow. Below Freshworks or Zendesk are Zoho and other cheap ticketing tools for small and medium businesses.

There is no challenge specific to Microsoft Dynamics 365 Customer Service as a platform, but any company that is adopting a new ticketing system will have multiple challenges that they face, which is why consultants exist to help them through it. Microsoft Dynamics 365 Customer Service offers standard dashboards that report the number of cases, the number of tickets created, aging analysis, how old each ticket is, how many collaborator hands it has been to, and how many times it has been assigned. You can pull out all of this information or see it easily. It integrates well into Power BI, Microsoft's business intelligence tool, so you can create whatever dashboard you want on Power BI with these data points.

The benefit is the purpose that ticketing serves. If it is a software company, you are paying for their customer support. If it is any kind of company, whether an electronics goods company or a retail company or a consumer goods company that is selling clothes, everybody calls in to get exchanges done, repairs done, or whatever else. It is important to do that work in a structured manner.

Microsoft Dynamics 365 Customer Service is enterprise-grade. If you have 5,000, 10,000, or 20,000 employees who are involved in the business of resolving tickets and providing customer support or who are part of these kinds of processes, that is when Dynamics really shines. I would rate this product a 9 out of 10.

I mainly use Microsoft Dynamics 365 Customer Service for documenting customer interactions across all our different touchpoints: email, voice, chat, social media.

The system is easy to use, especially when logging customer interactions or requests, which flow to the resolution teams. Users can attach documents and easily review past interactions.

Microsoft Dynamics 365 Customer Service streamlines operations in my customer support department.

The automation feature in Microsoft Dynamics 365 Customer Service impacts workflows positively by making work easier. When logging customer cases, they automatically flow to the resolution team instead of sending an email. Cases can be easily logged, and feedback can be checked in the same application without sending emails or calling the resolution team.

The analytics and reporting tools work perfectly for improving service delivery. We can see full interactions, number of interactions, and how often customers reach out before resolutions, among other metrics.

Since implementing the AI feature, our CS scores, customer effort scores, and customer satisfaction scores have improved tremendously.

AI has several use cases where it responds to issues immediately and offers the best-case scenario for handling such cases, reducing human impact compared to manually processing complaints before resolution.

The main benefit from using Microsoft Dynamics 365 Customer Service is the great improvement compared to the past manual method of escalating issues to the resolution team. Now, information is collected and logged, flowing to the resolution team, which has significantly improved turnaround times compared to the days it previously took to resolve customer complaints.

With the integration of AI, it has become a game changer. Currently, we do not look forward to any new features, as we are satisfied at the moment. However, it is possible we might develop other requests in the future.

I would appreciate seeing more AI features included. The technological space is ever evolving, and AI has come to stay, so incorporating more ways in which AI can help improve efficiency would be beneficial.

I have been working with it for over six years now.

Starting to work with it had its challenges. As soon as issues were raised, the team addressed them.

The challenges I faced included cases not routing to the appropriate team.

We have not integrated it with any other Microsoft products or third-party solutions yet.

I would evaluate Microsoft tech support as an eight out of ten, as they are quite responsive.

Positive

There are no disadvantages of Microsoft compared to the Siebel product. Microsoft Dynamics 365 Customer Service is significantly better.

I was not involved in the initial setup or the deployment process of Microsoft Dynamics 365 Customer Service.

I would encourage other users who are looking into implementing Microsoft Dynamics 365 Customer Service to consider it to improve their operational efficiency, particularly in customer satisfaction scores and NPS, the Net Promoter Score. It is efficient, easy to use, and provides notifications of your case along with a case ID for tracking. This simplifies the everyday complaint management process, so I would recommend it. I rate this solution nine out of ten.

Neutral

Positive

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.

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.

The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial.

The platform has been stable, with occasional issues mostly related to broader Microsoft product outages. I rate the stability an eight or nine. 

We have over 100 users across sales, operations, business analysts, and IT roles for Microsoft Dynamics 365 Customer Service. The product has been able to handle peak demands during high-traffic periods. I rate the scalability an eight. 

We had a custom in-house solution before adopting Dynamics CRM.

I rate the product's initial setup process a five. The integration with our existing systems made it a bit complex. It's deployed on-premise and in the Azure cloud, with some systems still running on our company's data centers.

Dynamics CRM is highly effective for managing customer relationships and improving sales processes. I would rate it an eight.

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 better integrate with other enterprise solutions. They already have a lot of integrations, and they could keep building integrations with newer products coming in.

Changes go through a very exhausting process, and it takes time if specific changes are requested.

I have been using Microsoft Dynamics 365 Customer Service for a long time.

Microsoft Dynamics 365 Customer Service is quite a stable solution.

I rate Microsoft Dynamics 365 Customer Service ten out of ten for stability.

More than 10,000 users use Microsoft Dynamics 365 Customer Service in our organization.

I rate Microsoft Dynamics 365 Customer Service ten out of ten for scalability.

The solution's technical support team is great.

The solution's implementation is straightforward. Since it's a set of web-based applications, no setup is required on a personal desktop.

The solution's deployment is instantaneous.

The solution has a corporate enterprise license, which large corporations sign. There are different tiers of licenses.

We have a whole company team and staff from Microsoft available to support the solution.

Overall, I rate Microsoft Dynamics 365 Customer Service a nine out of ten.

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

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

I believe enhancing the user interface to improve user experience and simplifying customization processes would enhance the platform.

I have been using Microsoft Dynamics 365 Customer Service for four years. 

The platform is reliable. 

The product scalability is moderate. 

Technical support has generally been good, though responsiveness during critical issues could be improved.

Some initial setup complexities and occasional stability issues during updates have posed challenges. However, proactive support from Microsoft has helped mitigate these issues effectively.

Implementing automation tools within Dynamics 365 Customer Service has resulted in notable cost savings by streamlining processes and improving the efficiency of handling customer inquiries and complaints.

In terms of cost, the product offers competitive pricing for its feature set.

I strongly recommend choosing an experienced implementation partner to ensure a smooth deployment and ongoing support aligned with your business needs and industry requirements.

I rate Microsoft Dynamics 365 Customer Service nine. 

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

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

Microsoft could improve its scalability, technical support, and ease of implementation.

UI is not the best. So, there is room for improvement in the user interface.  It's not difficult, but it's not the best.

I have been using it for seven years now. I use the latest version. 

It is a stable solution. 

We have around 1,000 users, but about 15 people were involved in the implementation itself.

We plan to increase the further usage as long as my capacities are increasing.

It is not very scalable. I would rate the scalability a seven out of ten. 

The customer service and support are good. The escalation metrics goes to the product team after a very long time.

Positive

I work with SAP.

The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex.

The entire implementation took a year for us. 

There were around 15 people involved in the process. We have around 25 administrators taking care of the maintenance. 

I evaluated Salesforce. I opted for Micorsoft because the partner infrastructure was not great in Egypt for Salesforce.

Overall, I would rate the solution a seven out of ten. 

We use the tool for accounting purposes. 

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.

I am looking forward to the support function.

I have been working with the product for six to seven years. 

Throughout my experience, I have not encountered any instances where the system crashed or failed to work due to system updates or other issues. It has been 100% stable. 

Microsoft Dynamics 365 Customer Service is scalable. My company has eight full-time users and ten part-time users. 

Microsoft's technical support is generally good, but there's room for improvement, especially when dealing with local partners.

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.

You have to pay a one-time licensing fee along with annual maintenance charges. 

I rate the overall product a nine out of ten. If you're considering starting to use it, I highly recommend it. It's a great product that serves its purpose well, especially considering its price compared to other options in the market.

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.

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.

We are facing an issue with the duplicate detection rule. We have set up the rule. However, the solution is quite old, and the data collected is large. We struggle to use the detection rule for complicated records with similar names or email IDs with one or two different letters. We can work around it with customization. Management of data and finding the logs of the changes made by certain users takes quite a time.

When we transitioned to the chatbot, we had to raise a separate ticket to understand it. We can't pitch it to our clients if we are not technically aligned with the enhancement. The things that are needed are not available in the documentation. The knowledge available in Power Pages is quite limited. We still have to contact support to understand more.

I have been using the solution for four to five years.

I rate the tool’s stability an eight out of ten.

We have eight or nine customers who use the solution. We provide maintenance and troubleshooting services to our customers. We have more than ten engineers in our technical team who work on developing and testing the product. We have a separate team for retention. I rate the tool’s scalability an eight out of ten.

The support is helpful sometimes. We get quick responses and relevant responses. One of our clients had a P1 issue related to mailbox settings. The emails were not getting sent. We raised a ticket with Microsoft. It went on for a couple of months with no proper solution. The audit logs were not retained after 30 days, so things went downhill. We didn’t get a proper outcome even after three months of communication.

We get responses for simple scenarios, but it takes the team quite a while for complex scenarios. The technical aspects of complicated issues take time. We are fine with getting responses in a month or two. However, it is unacceptable when we wait for three months, contact multiple engineers from multiple regions, and do not get a response. There were some good interactions and quick responses, though.

Positive

The licensing is confusing. The tool is a bit on the expensive side if we purchase it individually. If we opt for specific plans, it might be within our budget.

We also use the Sales CRM for our internal sales-related workflows for generating leads and opportunities. Integrating the out-of-the-box features was not that difficult. However, based on the different requirements of different customers, we have to customize the tool. Previously, it was a bit tedious, but now it's quite easy. Based on the customer’s needs, the product requires some additional customization from our side. We keep the out-of-the-box features as the base and integrate more if required. 

Overall, I rate the tool an eight out of ten.