# Dynamics 365 Customer Service vs Upland Panviva Comparison

| | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 32 | 94 | 
| **Largest Market Segment** | Mid-Market (53.6% of reviews) | Mid-Market (52.2% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## 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)

### Upland Panviva

Pros:
- Accuracy (1 reviews)
- Analytics (1 reviews)

Cons:
- Customization Issues (1 reviews)
- Error Issues (1 reviews)

---
## Ratings Comparison
| Rating | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
  | **Meets Requirements** | 8.5 (20 reviews) | 8.8 (80 reviews) | 
  | **Ease of Use** | 7.9 (20 reviews) | 9.1 (84 reviews) | 
  | **Ease of Setup** | 7.4 (9 reviews) | 8.4 (64 reviews) | 
  | **Ease of Admin** | 7.7 (8 reviews) | 8.3 (62 reviews) | 
  | **Quality of Support** | 8.4 (19 reviews) | 9.2 (81 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.6 (6 reviews) | 9.1 (60 reviews) | 
  | **Product Direction (% positive)** | 8.2 (19 reviews) | 9.0 (82 reviews) | 

---
## Pricing

### Dynamics 365 Customer Service

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Upland Panviva

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.5/10 | 13 |
| **Upland Panviva** | N/A | N/A |

#### Ticket and Case Management

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Ticket creation user experience** | 8.2 (10 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.3 (10 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.8 (10 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.9 (9 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.7 (9 reviews) ✓ Verified | Not enough data | 
| **Attachments/Screencasts** | 8.2 (10 reviews) | Not enough data | 
| **Ticket Collaboration** | 8.7 (9 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.5 (10 reviews) ✓ Verified | Not enough data | 

#### Generative AI

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

#### Agentic AI - Help Desk

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Customer Portal** | 8.3 (10 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.7 (10 reviews) | Not enough data | 
| **Chat/Live Support** | 8.3 (9 reviews) ✓ Verified | Not enough data | 
| **Social Integration** | 8.0 (10 reviews) | Not enough data | 
| **Voice** | 8.5 (10 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Mobile User Support** | 8.3 (6 reviews) | Not enough data | 
| **Customization ** | 8.9 (6 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 9.0 (7 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (7 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.5 (9 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.7 (9 reviews) ✓ Verified | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Upland Panviva** | 8.3/10 | 30 |

#### Administration

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Database Management ** | Not enough data | 8.4 (24 reviews) | 
| **Data Workflows** | Not enough data | 8.4 (24 reviews) | 
| **Issue Management** | Not enough data | 8.5 (24 reviews) | 

#### Knowledge Management

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Knowledge Base** | Not enough data | 9.5 (28 reviews) | 
| **Publishing Workflows** | Not enough data | 8.7 (25 reviews) | 
| **Analytics** | Not enough data | 7.7 (25 reviews) | 

#### Compliance

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.7 (26 reviews) | 
| **Data Governance** | Not enough data | 8.9 (28 reviews) | 
| **Compliance** | Not enough data | 9.0 (26 reviews) | 
| **Auditing** | Not enough data | 8.7 (26 reviews) | 

#### Customer Support

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Intelligent Search** | Not enough data | 8.5 (27 reviews) | 
| **Suggestions** | Not enough data | Feature Not Available | 
| **Decision Trees** | Not enough data | 8.1 (26 reviews) | 

#### Data Security

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 7.9 (26 reviews) | 
| **Data Transport** | Not enough data | 7.7 (25 reviews) | 
| **Access Management** | Not enough data | 8.5 (26 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 6.7 (26 reviews) | 

#### Administration

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Integrations** | Not enough data | 8.0 (24 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.2 (25 reviews) | 
| **Performance and Reliability** | Not enough data | 9.1 (27 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 6.3 (18 reviews) | 

### Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Upland Panviva** | 8.2/10 | 23 |

#### Knowledge Pages

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Templates** | Not enough data | 8.0 (23 reviews) | 
| **In-Content Feedback** | Not enough data | 8.7 (23 reviews) | 
| **Versioning and Version History** | Not enough data | 8.3 (23 reviews) | 
| **Decision Trees** | Not enough data | 7.9 (22 reviews) | 
| **Duplicate Detection** | Not enough data | Feature Not Available | 
| **Content Editor** | Not enough data | 8.2 (21 reviews) | 

#### Knowledge Dissemination

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Page Analytics** | Not enough data | 7.8 (22 reviews) | 
| **Permissions** | Not enough data | 8.6 (22 reviews) | 
| **Knowledge Sharing** | Not enough data | 8.9 (22 reviews) | 
| **Notifications** | Not enough data | 8.3 (22 reviews) | 
| **Advanced Search** | Not enough data | Feature Not Available | 
| **Browser Extension** | Not enough data | Feature Not Available | 
| **Organization** | Not enough data | 8.8 (21 reviews) | 
| **Other Integrations** | Not enough data | 6.7 (19 reviews) | 
| **Knowledge Integrations** | Not enough data | 8.1 (21 reviews) | 

#### Agentic AI - Knowledge Base

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **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 | 

### Live Chat

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

#### Generative AI

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Communication

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Pop-up Chat** | Not enough data | Not enough data | 
| **Notifications** | Not enough data | Not enough data | 
| **Targeted Emails** | Not enough data | Not enough data | 
| **In-App Messaging** | Not enough data | Not enough data | 
| **Co-Browsing** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Customization ** | 8.9 (6 reviews) ✓ Verified | Not enough data | 
| **Conversation Archiving** | Not enough data | Not enough data | 
| **Lead Development** | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | 
| **Team Inbox ** | Not enough data | Not enough data | 
| **Customer Profiles** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.4/10 | 17 |
| **Upland Panviva** | 8.7/10 | 15 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Knowledge Base** | 8.9 (15 reviews) | 9.0 (14 reviews) | 
| **Searchable Articles** | 8.2 (13 reviews) | 8.2 (12 reviews) | 
| **Community Forums** | 8.1 (12 reviews) | 8.3 (10 reviews) | 
| **Mobile Optimization** | 7.8 (6 reviews) | 8.2 (10 reviews) | 
| **Personalization** | 7.8 (6 reviews) | 9.5 (10 reviews) | 

#### Self-Service Platform

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Branding** | 8.9 (6 reviews) | 8.7 (10 reviews) | 
| **Automation** | 9.4 (6 reviews) | Feature Not Available | 
| **Artificial Intelligence** | 8.3 (7 reviews) | Feature Not Available | 
| **Integrations** | 8.6 (6 reviews) | 9.0 (10 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **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 | 

### Digital Customer Service Platforms

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

#### Generative AI

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

### Genesys AppFoundry Marketplace

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

#### Agentic AI - Genesys AppFoundry Marketplace

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Autonomous Task Execution** | 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 | 

### Knowledge Management

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

#### Knowledge Base

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Q & A** | Not enough data | Not enough data | 
| **Link Sharing** | Not enough data | Not enough data | 
| **Searchable** | Not enough data | Not enough data | 

#### Security

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Verification** | Not enough data | Not enough data | 
| **Role-Based Permission** | Not enough data | Not enough data | 
| **Public vs Private** | Not enough data | Not enough data | 

#### Content

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Trackable Analytics** | Not enough data | Not enough data | 
| **Import** | Not enough data | Not enough data | 
| **File Viewing** | Not enough data | Not enough data | 
| **Update Notifications** | Not enough data | Not enough data | 

#### Communication

| Feature | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Social Features** | Not enough data | Not enough data | 
| **Tagging ** | Not enough data | Not enough data | 
| **Upload ** | Not enough data | Not enough data | 
| **Comments** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Dynamics 365 Customer Service (3):** [Help Desk Software](https://www.g2.com/categories/help-desk), [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 Upland Panviva (3):** [Knowledge Base Software](https://www.g2.com/categories/knowledge-base-software), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Genesys AppFoundry Marketplace](https://www.g2.com/categories/genesys-appfoundry-marketplace)


---
## Reviewer Demographics

### By Company Size

| Segment | Dynamics 365 Customer Service | Upland Panviva | 
|---|---|---|
| **Small-Business** | 14.3% | 6.5% | 
| **Mid-Market** | 53.6% | 52.2% | 
| **Enterprise** | 32.1% | 41.3% | 

### 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%

#### Upland Panviva

- **Hospital & Health Care:** 32.6%
- **Insurance:** 14.1%
- **Telecommunications:** 7.6%
- **Medical Practice:** 6.5%
- **Medical Devices:** 6.5%
- **Financial Services:** 6.5%
- **Banking:** 4.3%
- **Human Resources:** 4.3%
- **Automotive:** 3.3%
- **Health, Wellness and Fitness:** 3.3%
- **Other:** 10.9%

---
## 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 (7358 reviews)
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- [Stack Overflow Internal](https://www.g2.com/products/stack-overflow-internal/reviews) — 4.5/5 stars (793 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6996 reviews)

---
## Top Discussions

### Dynamics 365 Customer Service

No discussions available for this product.

### Upland Panviva

No discussions available for this product.

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