---
title: Dynamics 365 Customer Service Insights Reviews
meta_title: 'Dynamics 365 Customer Service Insights Reviews 2026: Details, Pricing,
  & Features | G2'
meta_description: Filter 12 reviews by the users' company size, role or industry to
  find out how Dynamics 365 Customer Service Insights works for a business like yours.
aggregate_rating:
  rating_value: 4.1
  review_count: 12
  scale: '5'
date_modified: '2026-08-07'
parent_category:
  name: Call & Contact Center
  url: https://www.g2.com/categories/call-contact-center
---


# Dynamics 365 Customer Service Insights Reviews
**Vendor:** Microsoft  
**Category:** [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base)  
**Average Rating:** 4.1/5.0  
**Total Reviews:** 12
## About Dynamics 365 Customer Service Insights
Make better decisions and proactively improve customer satisfaction with AI-driven insights.




## Dynamics 365 Customer Service Insights Reviews
  ### 1. Not User friendly

**Rating:** 1.5/5.0 stars

**Reviewed by:** Melody S. | Customer Care Supervisor , Enterprise (> 1000 emp.)

**Reviewed Date:** November 03, 2021

**What do you like best about Dynamics 365 Customer Service Insights?**

It can import data and analyze it in the simplest terms for you.

**What do you dislike about Dynamics 365 Customer Service Insights?**

Not user friendly, I had to click around to figure it out

**What problems is Dynamics 365 Customer Service Insights solving and how is that benefiting you?**

None- about to expire December 2021, will continue to use one drive.

  ### 2. Help for Service Desk

**Rating:** 2.0/5.0 stars

**Reviewed by:** Jenny G. | IT Service Supervisor, Mid-Market (51-1000 emp.)

**Reviewed Date:** August 26, 2021

**What do you like best about Dynamics 365 Customer Service Insights?**

The ability to customize with Microsoft Platform,  Consolidate customer data into a single pageview, Built-in automation options.

**What do you dislike about Dynamics 365 Customer Service Insights?**

Setting up customer profiles or editing an existing profile is difficult. The steep learning curve for beginners, not as intuitive as Salesforce product

**What problems is Dynamics 365 Customer Service Insights solving and how is that benefiting you?**

Combining customer data from multiple sources into a single view. Insights and analytics


## Dynamics 365 Customer Service Insights Discussions
  - [What are the new features in d365 CRM?](https://www.g2.com/discussions/dynamics-365-customer-service-insights-what-are-the-new-features-in-d365-crm)
  - [What are the features of Microsoft Dynamics 365?](https://www.g2.com/discussions/dynamics-365-customer-service-insights-what-are-the-features-of-microsoft-dynamics-365)
  - [What is Dynamics customer insight?](https://www.g2.com/discussions/what-is-dynamics-customer-insight)
  - [What is Dynamics 365 customer service insights?](https://www.g2.com/discussions/what-is-dynamics-365-customer-service-insights)
  - [Can they give me clarification of an RFA?](https://www.g2.com/discussions/can-they-give-me-clarification-of-an-rfa) - 1 upvote

- [View Dynamics 365 Customer Service Insights pricing details and edition comparison](https://www.g2.com/products/dynamics-365-customer-service-insights/reviews?filters%5Bnps_score%5D%5B%5D=2&section=pricing&secure%5Bexpires_at%5D=2026-08-14+07%3A54%3A21+-0500&secure%5Bsession_id%5D=f471f1fd-1618-47a5-844a-cbdee66f2e0e&secure%5Btoken%5D=0456adb6abe1cc4ae47a2336bcd188ddf9a9ab8ef5374a9ae4138bc9d6774ca7&format=llm_user)

## Dynamics 365 Customer Service Insights Features
**Additional Functionality**
- Call Reporting
- Automatic Call Distribution
- Call Whispering
- Callback Scheduling
- CRM
- Call Tagging
- Dashboard
- Call Recording
- Alerts/Escalation
- AI Copilot
- Call Transcription
- Queue Management
- Manual Dialer
- Call Tracking
- Auto-Dialer
- Call Monitoring
- Activity Tracking
- Multi-Channel Communication
- Contact Management
- Sentiment Analysis
- Progressive Dialer
- Voice Recognition
- Reporting/Analytics
- Monitoring
- IVR
- Call Logging
- Chatbot
- Third-Party Integrations
- Outbound Call Center
- Interaction Tracking
- Voice Mail
- Call Routing
- Automated Responses
- API
- Call Transfer
- AI Summarization
- Call Center Management
- Inbound Call Center
- Surveys & Feedback
- Chat/Messaging
- Predictive Dialer
- Blended Call Center
- Caller ID
- Generative AI
- Performance Management
- Computer Telephony Integration
- Call Scripting

**Administration**
- Database Management 
- Data Workflows
- Issue Management

**Knowledge Management**
- Knowledge Base
- Publishing Workflows
- Analytics

**Compliance**
- Policies and Controls
- Data Governance
- Compliance
- Auditing

**Customer Support**
- Intelligent Search
- Suggestions
- Decision Trees

**Data Security**
- Risk Data Attributes
- Data Transport
- Access Management
- Multi-Factor Authentication

**Administration**
- Integrations
- User, Role, and Access Management
- Performance and Reliability

**Generative AI**
- AI Text Summarization

## Top Dynamics 365 Customer Service Insights Alternatives
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