Microsoft Dynamics 365 Customer Service Reviews

Name: Microsoft Dynamics 365 Customer Service
Brand: Microsoft
Rating: 4 (14 reviews)

4.0 out of 5

14 reviews
92% willing to recommend

What is Microsoft Dynamics 365 Customer Service?UNIXBusinessApplication
Price:

Provide seamless, end-to-end experiences within a single solution built on the Microsoft Cloud to deliver consistent, connected support across channels.

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 and more!

Microsoft Dynamics 365 Customer Service is the #18 ranked solution in top CRM solutions. PeerSpot users give Microsoft Dynamics 365 Customer Service an average rating of 8.0 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

April 2024

Get the report

Helped 768,857 peers since 2012

Featured reviews

Akshat Prakash

Consultant at BP

Sep 21, 2023

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…

Read full review

Ramon-Lipparoni

Head of IT at Letsema

Dec 12, 2023

I've managed and helped migrate 11 businesses from on-premise deployments to the cloud-based solution. To achieve this, I partnered with a third-party vendor, acquired Microsoft licenses, implemented Logic 365 in each company, and then migrated data and processes to the Dynamics 365 environment…

Read full review

SamikshaShetty

Consultant at Frequency Foundry

Jan 23, 2024

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.

Read full review

Valuable Features

"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."
"Offers integration with hosted solutions."
"Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems."

Room for Improvement

"The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard."
"The product could be serverless."
"The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."

Pricing

"The tool is a bit on the expensive side if we purchase it individually."
"The pricing seems fair."
"The product's licensing is straightforward. It's user-based, so you decide how many users you want to license, and that's it. On the value-for-money scale, it's average. You do get what you pay for, so I wouldn't call it expensive."

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.