# Dynamics 365 Customer Service vs Kustomer Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Kustomer excels in user experience, particularly with its simplified interface that allows for easy team management and ticket assignment. Users appreciate the ability to leave notes on the same thread, enhancing collaboration and communication.
- **According to verified reviews** , Dynamics 365 Customer Service shines in its integration capabilities, especially with tools like Teams and Outlook. Users highlight how this integration streamlines case management across various platforms, making it easier to handle customer interactions in one place.
- **Users say** that Kustomer's initial setup process is notably smooth, with many finding it easy to navigate and configure. This contrasts with some feedback on Dynamics 365, where users have mentioned challenges in matching the software to their specific workflow needs.
- **Reviewers mention** that Dynamics 365 Customer Service leverages AI effectively, providing predictive insights that make case handling quicker and more intuitive for agents. This feature is particularly praised for enhancing productivity in daily operations.
- **G2 reviewers highlight** that Kustomer's knowledge base is a standout feature, helping users navigate their personal knowledge effectively. This resource is seen as a valuable tool for support teams, contributing to a more efficient customer service experience.
- **According to recent user feedback** , Dynamics 365 Customer Service offers robust case tracking and workflow management capabilities, which users find beneficial for providing timely support. However, Kustomer's focus on ticket collaboration and user account management is also noted as a strong point, making it easier for teams to work together.



| | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 32 | 555 | 
| **Largest Market Segment** | Mid-Market (53.6% of reviews) | Mid-Market (66.1% of reviews) | 
| **Entry Level Price** | No pricing available | Contact Us | 

---
## Top Pros & Cons

### Dynamics 365 Customer Service

Pros:
- Automation (2 reviews)
- Ease of Use (2 reviews)

Cons:
- Limited Customization (2 reviews)
- Limited Functionality (2 reviews)

### Kustomer

Pros:
- Ease of Use (56 reviews)
- Features (42 reviews)

Cons:
- Slow Performance (21 reviews)
- Slow Loading (17 reviews)

---
## Ratings Comparison
| Rating | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
  | **Meets Requirements** | 8.5 (20 reviews) | 8.9 (409 reviews) | 
  | **Ease of Use** | 7.9 (20 reviews) | 8.8 (424 reviews) | 
  | **Ease of Setup** | 7.4 (9 reviews) | 8.7 (234 reviews) | 
  | **Ease of Admin** | 7.7 (8 reviews) | 8.2 (154 reviews) | 
  | **Quality of Support** | 8.4 (19 reviews) | 9.0 (390 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.6 (6 reviews) | 8.8 (150 reviews) | 
  | **Product Direction (% positive)** | 8.2 (19 reviews) | 8.8 (395 reviews) | 

---
## Pricing

### Dynamics 365 Customer Service

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Kustomer

#### Entry-Level Pricing

Plan: Kustomer Pricing 

Price: Contact Us

Key Features:
- Kustomer AI 

[Learn more about Kustomer](https://www.g2.com/products/kustomer/reviews)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.5/10 | 13 |
| **Kustomer** | 8.7/10 | 295 |

#### Ticket and Case Management

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Ticket creation user experience** | 8.2 (10 reviews) ✓ Verified | 9.2 (185 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.3 (10 reviews) ✓ Verified | 9.1 (193 reviews) ✓ Verified | 
| **Workflow** | 8.8 (10 reviews) ✓ Verified | 8.9 (197 reviews) ✓ Verified | 
| **Response Automation** | 8.9 (9 reviews) ✓ Verified | 8.9 (188 reviews) ✓ Verified | 
| **SLA Management** | 8.7 (9 reviews) ✓ Verified | 8.9 (165 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.2 (10 reviews) | 8.9 (182 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.7 (9 reviews) ✓ Verified | 9.2 (183 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.5 (10 reviews) ✓ Verified | 9.2 (186 reviews) ✓ Verified | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (53 reviews) | 
| **AI Text Summarization** | Not enough data | 8.4 (51 reviews) | 

#### Agentic AI - Help Desk

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.8 (43 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.9 (43 reviews) | 
| **Proactive Assistance** | Not enough data | 8.1 (43 reviews) | 

#### Communication Channels

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Customer Portal** | 8.3 (10 reviews) ✓ Verified | 8.9 (166 reviews) ✓ Verified | 
| **Email to Case** | 8.7 (10 reviews) | 9.3 (196 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.3 (9 reviews) ✓ Verified | 9.1 (168 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (10 reviews) | 8.5 (166 reviews) ✓ Verified | 
| **Voice** | 8.5 (10 reviews) ✓ Verified | 8.7 (155 reviews) | 

#### Platform

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Mobile User Support** | 8.3 (6 reviews) | 8.0 (83 reviews) | 
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 8.8 (173 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.0 (7 reviews) ✓ Verified | 9.2 (124 reviews) ✓ Verified | 
| **Integration** | 8.3 (7 reviews) ✓ Verified | 9.0 (129 reviews) ✓ Verified | 
| **Reporting** | 8.5 (9 reviews) ✓ Verified | 8.4 (164 reviews) ✓ Verified | 
| **Dashboards** | 8.7 (9 reviews) ✓ Verified | 8.5 (159 reviews) ✓ Verified | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Kustomer** | N/A | N/A |

#### Responses

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Natural Language Understanding (NLU)** | Not enough data | Not enough data | 

#### Automation - AI Agents

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Platform

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Conversation Editor** | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | 
| **Human-In-The-Loop** | Not enough data | Not enough data | 

#### Autonomy -  AI Agents

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Kustomer** | 8.9/10 | 226 |

#### Conversational Platform

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Personalization** | Not enough data | 9.0 (187 reviews) | 
| **Omnichannel** | Not enough data | 9.1 (180 reviews) | 
| **Contextual Engagement** | Not enough data | 9.1 (166 reviews) | 
| **Proactive Engagement** | Not enough data | 8.9 (87 reviews) | 

#### Support Automation

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 9.0 (162 reviews) | 
| **Seamless Escalation** | Not enough data | 9.0 (177 reviews) | 
| **Transcripts** | Not enough data | 9.3 (157 reviews) | 
| **Self-Serve Support** | Not enough data | 8.6 (89 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (54 reviews) | 
| **AI Text Summarization** | Not enough data | 8.4 (54 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Kustomer** | 8.4/10 | 254 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.3 (43 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (43 reviews) | 
| **AI Text-to-Speech** | Not enough data | 6.9 (42 reviews) | 

#### Communication

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.9 (156 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.9 (175 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 9.0 (145 reviews) ✓ Verified | 
| **In-App Messaging** | Not enough data | 8.8 (134 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | 8.1 (84 reviews) | 

####  Internal Use

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 8.8 (173 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 9.1 (153 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.2 (90 reviews) | 
| **Knowledge Base** | Not enough data | 8.8 (152 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 9.0 (157 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 9.0 (174 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.4/10 | 17 |
| **Kustomer** | 8.5/10 | 108 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 8.3 (33 reviews) | 

#### Self-Service Experience

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Knowledge Base** | 8.9 (15 reviews) | 8.8 (90 reviews) | 
| **Searchable Articles** | 8.2 (13 reviews) | 8.7 (86 reviews) | 
| **Community Forums** | 8.1 (12 reviews) | 8.6 (67 reviews) | 
| **Mobile Optimization** | 7.8 (6 reviews) | 8.3 (50 reviews) | 
| **Personalization** | 7.8 (6 reviews) | 8.6 (54 reviews) | 

#### Self-Service Platform

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Branding** | 8.9 (6 reviews) | 9.0 (58 reviews) | 
| **Automation** | 9.4 (6 reviews) | 8.9 (59 reviews) | 
| **Artificial Intelligence** | 8.3 (7 reviews) | 8.5 (53 reviews) | 
| **Integrations** | 8.6 (6 reviews) | 9.0 (57 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.8 (20 reviews) | 
| **Multi-step Planning** | Not enough data | 8.3 (20 reviews) | 
| **Cross-system Integration** | Not enough data | 8.4 (20 reviews) | 
| **Adaptive Learning** | Not enough data | 8.3 (20 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (20 reviews) | 
| **Proactive Assistance** | Not enough data | 8.4 (20 reviews) | 
| **Decision Making** | Not enough data | 8.3 (19 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Kustomer** | 9.0/10 | 53 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (24 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (24 reviews) | 

#### Process

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Mentions** | Not enough data | 8.8 (40 reviews) | 
| **Tickets** | Not enough data | 9.2 (45 reviews) | 
| **Macros** | Not enough data | 9.5 (47 reviews) | 

#### Channels

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Email** | Not enough data | 9.6 (46 reviews) | 
| **Social** | Not enough data | 9.1 (43 reviews) | 
| **Live Chat** | Not enough data | 9.3 (43 reviews) | 
| **Phone** | Not enough data | 9.1 (42 reviews) | 
| **Text** | Not enough data | 9.3 (42 reviews) | 

#### Insight

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Surveys** | Not enough data | 9.1 (43 reviews) | 
| **Reporting** | Not enough data | 8.7 (46 reviews) | 
| **Visitor Activity** | Not enough data | 8.4 (40 reviews) | 
| **Help Desk** | Not enough data | 8.7 (43 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Kustomer** | 8.3/10 | 38 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.1 (36 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (36 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Kustomer** | 8.4/10 | 10 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.1 (8 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.1 (8 reviews) | 
| **Sentiment Analysis** | Not enough data | 7.7 (8 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.3 (8 reviews) | 
| **Multilingual Support** | Not enough data | 7.9 (7 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.1 (7 reviews) | 
| **Feedback Collection** | Not enough data | 8.1 (7 reviews) | 
| **Escalation Handling** | Not enough data | 8.3 (8 reviews) | 
| **Workflow Optimization** | Not enough data | 8.7 (9 reviews) | 

#### Automation

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.8 (8 reviews) | 
| **Feedback Collection** | Not enough data | 8.5 (8 reviews) | 
| **Document Processing** | Not enough data | 8.8 (7 reviews) | 

#### Autonomy

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 8.8 (7 reviews) | 
| **Adaptive Responses** | Not enough data | 9.2 (8 reviews) | 
| **Task Execution** | Not enough data | 8.6 (7 reviews) | 
| **Problem Solving** | Not enough data | 8.3 (8 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Kustomer** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (4):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)


**Unique to Kustomer (4):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)


---
## Reviewer Demographics

### By Company Size

| Segment | Dynamics 365 Customer Service | Kustomer | 
|---|---|---|
| **Small-Business** | 14.3% | 21.2% | 
| **Mid-Market** | 53.6% | 66.1% | 
| **Enterprise** | 32.1% | 12.7% | 

### By Industry

#### Dynamics 365 Customer Service

- **Information Technology and Services:** 14.8%
- **Telecommunications:** 11.1%
- **Computer Software:** 11.1%
- **Banking:** 7.4%
- **Accounting:** 3.7%
- **Consumer Electronics:** 3.7%
- **Consumer Services:** 3.7%
- **Financial Services:** 3.7%
- **Fine Art:** 3.7%
- **Food Production:** 3.7%
- **Other:** 33.3%

#### Kustomer

- **Consumer Services:** 13.7%
- **Retail:** 11.2%
- **Health, Wellness and Fitness:** 5.8%
- **Apparel & Fashion:** 5.8%
- **Food & Beverages:** 5.4%
- **Consumer Goods:** 5.0%
- **Information Technology and Services:** 4.2%
- **Transportation/Trucking/Railroad:** 3.0%
- **Computer Software:** 2.8%
- **Financial Services:** 2.6%
- **Other:** 40.4%

---
## Alternatives

### Alternatives to Dynamics 365 Customer Service

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7329 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6937 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3745 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (430 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7603 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3854 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)

### Alternatives to Kustomer

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6937 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3854 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3745 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1111 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7329 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2465 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7603 reviews)

---
## Top Discussions

### Dynamics 365 Customer Service

No discussions available for this product.

### Kustomer

- Title: [How can I post a note with out it closing](https://www.g2.com/discussions/34616-how-can-i-post-a-note-with-out-it-closing) — 1 comment
  > **Top comment:** "You can add internal note by clicking on note and it will be visible only for the users of your company :) "
- Title: [Is there a way currently follow a customer in different ways such as a label so you can sort your follows by sales, shipping issues, parts replacement, follow up order. Not to be confused with the (labeling of a interaction) but current interactions that I need to go back to as a agent to check on my customer for a specific reason.](https://www.g2.com/discussions/34159-is-there-a-way-currently-follow-a-customer-in-different-ways-such-as-a-label-so-you-can-sort-your-follows-by-sales-shipping-issues-parts-replacement-follow-up-order-not-to-be-confused-with-the-labeling-of-a-interaction-but-current-interactions-that-) — 1 comment, 1 upvote
  > **Top comment:** "All the conversations are in your search field and they are shown in the timeline. "
- Title: [How can we get a ticket ID ?](https://www.g2.com/discussions/34157-how-can-we-get-a-ticket-id) — 1 comment, 1 upvote
  > **Top comment:** "The ticket ID is the string of characters in the URL after the "events" portion. For example, if you have a ticket open, you will..."
- Title: [Is there a way for us to hear recordings of the voicemails? Or can we have a detailed view of the ticket's history like who merged tickets and such?](https://www.g2.com/discussions/30387-is-there-a-way-for-us-to-hear-recordings-of-the-voicemails-or-can-we-have-a-detailed-view-of-the-ticket-s-history-like-who-merged-tickets-and-such) — 1 comment
  > **Top comment:** "VM should be able to be heard once you pull up the customer's record. All emails, calls, and chats from that one person should pop up. "
- Title: [Will my pricing increase if I add additional agents?](https://www.g2.com/discussions/will-my-pricing-increase-if-i-add-additional-agents) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "No. You can add as many team members as you want and your pricing per agent will stay the same."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/dynamics-365-customer-service-vs-kustomer)