Compare KANA Enterprise vs Microsoft Dynamics 365 for Customer Service

See this
comparison of KANA Enterprise vs. Microsoft Dynamics 365 for Customer Service
based on data from user reviews. KANA Enterprise rates 3.8/5 stars with 11 reviews. Microsoft Dynamics 365 for Customer Service rates 4.4/5 stars with 12 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Free Trial Unavailable
Free Trial Unavailable
KANA Enterprise
Free Trial Unavailable
Microsoft Dynamics 365 for Customer Service
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.0
8.5
Ease of Use
Ease of Use
8.3
8.3
Ease of Setup
Ease of Setup
6.4
Not enough data available
Ease of Admin
Ease of Admin
6.7
Not enough data available
Quality of Support
Quality of Support
7.5
8.5
Ease of Doing Business With
Ease of Doing Business With
6.7
Not enough data available
Product Direction (% positive)
Product Direction (% positive)
6.8
7.7
Meets Requirements
KANA Enterprise
8.0
Microsoft Dynamics 365 for Customer Service
8.5
Ease of Use
KANA Enterprise
8.3
Microsoft Dynamics 365 for Customer Service
8.3
Ease of Setup
KANA Enterprise
6.4
Microsoft Dynamics 365 for Customer Service
Not enough data available
Ease of Admin
KANA Enterprise
6.7
Microsoft Dynamics 365 for Customer Service
Not enough data available
Quality of Support
KANA Enterprise
7.5
Microsoft Dynamics 365 for Customer Service
8.5
Ease of Doing Business With
KANA Enterprise
6.7
Microsoft Dynamics 365 for Customer Service
Not enough data available
Product Direction (% positive)
KANA Enterprise
6.8
Microsoft Dynamics 365 for Customer Service
7.7

Features

Ticket and Case Management
Ticket creation user experience
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Ticket response user experience
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Workflow
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Response Automation
KANA Enterprise
7.7
Microsoft Dynamics 365 for Customer Service
Not enough data available
SLA Management
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Attachments/Screencasts
KANA Enterprise
8.0
Microsoft Dynamics 365 for Customer Service
Not enough data available
Ticket Collaboration
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Knowledge Share
Knowledge Base
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
8.5
Searchable Articles
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
8.3
Community Forums
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
8.3
Interactive FAQs & Forums
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
7.9
Interaction
Web Portals
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
7.9
Forum to Reponse
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
7.8
Tickets and Tagging
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
8.8
Live Chat
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
9.4
Communication Channels
Customer Portal
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Email to Case
KANA Enterprise
8.3
Microsoft Dynamics 365 for Customer Service
Not enough data available
Chat/Live Support
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Social Integration
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Call Center
Make, Receive, and Record Calls
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Customer and Contacts Database
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Products and Version Tracking
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Call Scripting
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Interactive Voice Response (IVR)
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Self Service/Community
Forums
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Knowledge Base
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Ideas/Feedback
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Q&A
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Reporting & Analytics
Social Monitoring
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Reporting
KANA Enterprise
5.7
Microsoft Dynamics 365 for Customer Service
Not enough data available
Dashboards
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Platform
Mobile User Support
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
ITIL Compliance
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Customization
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
User, Role, and Access Management
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Internationalization
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Performance & Reliability
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available
Integration APIs
KANA Enterprise
Not enough data available
Microsoft Dynamics 365 for Customer Service
Not enough data available

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0%
25.0%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
58.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
16.7%
KANA Enterprise
Small-Business
0%
Mid-Market
10.0%
Enterprise
90.0%
Microsoft Dynamics 365 for Customer Service
Small-Business
25.0%
Mid-Market
58.3%
Enterprise
16.7%

Reviewers' Industry

 
Retail
18.2%
Accounting
16.7%
 
Outsourcing/Offshoring
18.2%
Wholesale
8.3%
 
Information Technology and Services
18.2%
Telecommunications
8.3%
 
Telecommunications
9.1%
Oil & Energy
8.3%
 
Insurance
9.1%
Non-Profit Organization Management
8.3%
 
Other
27.3%
Other
50.0%
KANA Enterprise
Retail
18.2%
Outsourcing/Offshoring
18.2%
Information Technology and Services
18.2%
Telecommunications
9.1%
Insurance
9.1%
Other
27.3%
Microsoft Dynamics 365 for Customer Service
Accounting
16.7%
Wholesale
8.3%
Telecommunications
8.3%
Oil & Energy
8.3%
Non-Profit Organization Management
8.3%
Other
50.0%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Administrator in Banking

I like that it stores all my messages from the customer in one place.

John N.
User in Marketing and Advertising

What I like most about this platform is that it is easy to install and start using. Thus, with little training the user is in a better situation to offer professional reports. The availability of functional features is what keeps our corporation to...

Most Helpful Critical Review
Most Helpful Critical Review
Administrator in Insurance

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

Mark E.
Industry Analyst / Tech Writer

It's not that bad, pretty straight forward. The only thing is that there are a few bugs here and there. I would like it to be more reliable

 
KANA Enterprise
Most Helpful Favorable Review
Administrator in Banking

I like that it stores all my messages from the customer in one place.

Most Helpful Critical Review
Administrator in Insurance

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

Microsoft Dynamics 365 for Customer Service
Most Helpful Favorable Review
John N.
User in Marketing and Advertising

What I like most about this platform is that it is easy to install and start using. Thus, with little training the user is in a better situation to offer professional reports. The availability of functional features is what keeps our corporation to...

Most Helpful Critical Review
Mark E.
Industry Analyst / Tech Writer

It's not that bad, pretty straight forward. The only thing is that there are a few bugs here and there. I would like it to be more reliable

Screenshots

 No screenshots providedNo screenshots provided
KANA Enterprise
No screenshots provided
Microsoft Dynamics 365 for Customer Service
No screenshots provided
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