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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 excels in customer relationship management and sales process enhancement. It features seamless integration with systems via built-in connectors, offering user-friendliness and customization within the Microsoft 365 suite. Advanced case management and SLA tracking improve customer management, reducing staffing costs and boosting satisfaction. However, integration with enterprise solutions, occasional performance issues, complex setup, technical support, and the pricing model require improvement.

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Prominent pros & cons

PROS

Microsoft Dynamics 365 Customer Service provides excellent stability and scalability, making it a reliable choice for businesses.
It excels in integration capabilities, allowing seamless connectivity with Microsoft systems due to its built-in connectors.
The user-friendly nature of Microsoft Dynamics 365 Customer Service, part of the Microsoft 365 suite, makes it easy to use and understand.
Advanced case management capabilities and the ability to track SLAs are particularly valuable.
Users have observed significant operational efficiencies, such as reduced staffing costs and increased customer satisfaction, showcasing its impact on reducing customer effort.

CONS

Integration with other enterprise solutions could be improved.
Technical support should be dramatically improved.
Occasional performance issues have been reported.
Initial setup can be complex, particularly when assigning new processes.
Integration with on-premise systems is challenging due to specific protocols.
 

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
August 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: August 2025.
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865,295 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
August 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: August 2025.
DOWNLOAD NOW
865,295 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)

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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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