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.
Head, Customer Experience Business Partnering - Corporate at a financial services firm with 10,001+ employees
Real User
Top 10
Aug 8, 2025
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.
Head of Business Solutions at a pharma/biotech company with 1,001-5,000 employees
Real User
Top 10
Apr 25, 2025
I rate the overall experience with Microsoft Dynamics 365 Customer Service close to nine. Integration is simple and seamless if you are fully on the Microsoft stack.
Every tool needs improvement in the upcoming future. Microsoft should focus on enhancing the interface to make it easier to understand. I'd rate the solution eight out of ten.
Senior Manager - Accounts, Finance & Tax at JFE Engineering India
Real User
Top 10
May 27, 2024
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.
Learn what your peers think about Microsoft Dynamics 365 Customer Service. Get advice and tips from experienced pros sharing their opinions. Updated: January 2026.
I used Dynamics 365 Customer Service for 365 integration, metadata, and deployment. It's a matter of integrating it with other systems. Overall, I rate the solution a 7 out of 10.
If you are familiar with Microsoft platforms, Dynamics is a feasible and cost-effective product compared to many other tools. I rate it a nine out of ten.
It's useful and easy to use, especially for administration center users. I would recommend using the solution. Overall, I would rate the solution a nine out of ten.
I recommend the product. You need to identify your requirements regarding dashboards and reports. It's very flexible. But you need to know what exactly you want to do with it. It needs to be planned. Overall, I rate the solution a perfect ten.
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.
IT Admin at Ostbayerische Technische Hochschule Regensburg
Real User
Aug 1, 2023
It is a good product to maintain for customers. It is a standard tool and provides good support services. It fits in our Microsoft environment, but sometimes customization options require a lot of effort. I rate it a seven out of ten.
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.Microsoft Dynamics 365 Customer Service provides an extensive suite of features, including advanced case management, seamless connectivity, and a user-friendly interface. Cloud-based...
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 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.
I rate the overall experience with Microsoft Dynamics 365 Customer Service close to nine. Integration is simple and seamless if you are fully on the Microsoft stack.
I would recommend Microsoft Dynamics 365 Customer Service without hesitation. I rate the overall solution a nine out of ten.
Every tool needs improvement in the upcoming future. Microsoft should focus on enhancing the interface to make it easier to understand. I'd rate the solution eight out of ten.
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.
Dynamics CRM is highly effective for managing customer relationships and improving sales processes. I would rate it an eight.
I used Dynamics 365 Customer Service for 365 integration, metadata, and deployment. It's a matter of integrating it with other systems. Overall, I rate the solution a 7 out of 10.
Overall, I would rate the solution a seven out of ten.
The solution’s maintenance is easy. We have a support team to guide us. Overall, I rate the solution a nine out of ten.
If you are familiar with Microsoft platforms, Dynamics is a feasible and cost-effective product compared to many other tools. I rate it a nine out of ten.
It's useful and easy to use, especially for administration center users. I would recommend using the solution. Overall, I would rate the solution a nine out of ten.
I recommend the product. You need to identify your requirements regarding dashboards and reports. It's very flexible. But you need to know what exactly you want to do with it. It needs to be planned. Overall, I rate the solution a perfect ten.
Overall, I rate the solution an eight out of ten.
I rate Microsoft Dynamics 365 Customer Service an eight out of ten. It has a lot of speed-defined functions.
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.
It is a good product to maintain for customers. It is a standard tool and provides good support services. It fits in our Microsoft environment, but sometimes customization options require a lot of effort. I rate it a seven out of ten.