--- title: Dynamics 365 Customer Service Reviews meta_title: 'Dynamics 365 Customer Service Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 32 reviews by the users' company size, role or industry to find out how Dynamics 365 Customer Service works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 32 scale: '5' date_modified: '2026-07-07' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Dynamics 365 Customer Service Reviews **Vendor:** Microsoft **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 32 ## About Dynamics 365 Customer Service Microsoft Dynamics 365 Customer Service is a comprehensive solution designed to empower organizations to deliver exceptional, personalized customer support across multiple channels. By integrating advanced AI capabilities, it streamlines case management, enhances agent productivity, and provides actionable insights to improve customer satisfaction and loyalty. Key Features and Functionality: - Omnichannel Engagement: Facilitates seamless interactions across various platforms, including chat, email, social media, and voice, ensuring a consistent customer experience. - AI-Powered Insights: Utilizes artificial intelligence to offer predictive analytics, sentiment analysis, and recommended actions, enabling proactive and informed decision-making. - Case Management: Automates the case lifecycle, reducing handling times and alleviating manual tasks for service representatives. - Knowledge Management: Maintains an up-to-date repository of knowledge articles, assisting agents in resolving issues efficiently and enabling customer self-service. - Service Level Agreements (SLAs): Allows for the configuration and monitoring of response and resolution times, ensuring adherence to service standards. - Self-Service Portals: Empowers customers to find solutions independently through user-friendly portals, reducing the volume of direct service requests. Primary Value and Solutions Provided: Dynamics 365 Customer Service addresses the critical need for businesses to offer responsive, efficient, and personalized support. By automating routine tasks and providing AI-driven insights, it enables service representatives to focus on complex issues, thereby improving resolution times and customer satisfaction. The platform's omnichannel capabilities ensure that customers receive consistent support regardless of their preferred communication method, fostering loyalty and trust. Additionally, the integration of self-service options and knowledge management reduces operational costs and empowers customers to resolve issues independently. Overall, Dynamics 365 Customer Service enhances the efficiency of support operations, elevates the customer experience, and drives long-term business success. ## Dynamics 365 Customer Service Pros & Cons **What users like:** - Users value the **automation capabilities** of Dynamics 365 Customer Service, enhancing case tracking and workflow management efficiency. (2 reviews) - Users value the **ease of use** of Dynamics 365 Customer Service, streamlining case management and support workflows effectively. (2 reviews) - Users value the **efficiency** of Dynamics 365 Customer Service, which streamlines case tracking and workflow management. (2 reviews) - Users find the **metric charts helpful** for tracking cases and managing workflows effectively in Dynamics 365 Customer Service. (2 reviews) - Users value the **seamless integrations** within Dynamics 365 Customer Service, enhancing workflow and collaboration across systems. (2 reviews) - Case Management (1 reviews) - Users value the **easy integrations** of Dynamics 365 Customer Service, enhancing organization and efficiency in managing customer interactions. (1 reviews) - Easy Management (1 reviews) - Users value the **seamless omnichannel integration** of Dynamics 365 Customer Service, enhancing organization and response efficiency. (1 reviews) - Flexibility (1 reviews) **What users dislike:** - Users face a **limited customization** dilemma in Dynamics 365 Customer Service, affecting efficiency and workspace optimization. (2 reviews) - Users experience a **limited functionality** in Dynamics 365 Customer Service, hindering optimization and efficiency in operations. (2 reviews) - Users find Dynamics 365 Customer Service **not intuitive** , with difficulties in customization and poor performance affecting efficiency. (2 reviews) - Users face a **difficult setup** with Dynamics 365 Customer Service, experiencing issues with customization and integration complexities. (1 reviews) - Users face **inefficiency** due to slow lookup fields, poor integration, and high memory consumption affecting performance. (1 reviews) - Integration Difficulty (1 reviews) - Integration Issues (1 reviews) - Layout Issues (1 reviews) - Users find the **learning curve steep** , with complex features and a cluttered interface hindering easy usage. (1 reviews) - Limitations (1 reviews) ## Dynamics 365 Customer Service Reviews ### 1. AI-Driven Efficiency with Some Performance Hiccups **Rating:** 4.5/5.0 stars **Reviewed by:** SREENITHYA V. | Lead Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** March 25, 2026 **What do you like best about Dynamics 365 Customer Service?** I like how seamlessly Dynamics 365 Customer Service brings AI into everyday workflows, making case handling quicker and more intuitive for agents through predictive insights and automated assistance. Its unified interface provides a complete view of customer interactions, helping deliver more personalized and consistent support. I appreciate the enhanced supervisor tools and AI-driven forecasts that improve decision-making and service quality across the team. **What do you dislike about Dynamics 365 Customer Service?** One area that could be improved in Dynamics 365 Customer Service is its performance, as certain pages can load slowly when dealing with large amounts of data. Some configurations, although generally easy, still require navigating multiple screens, which can be time-consuming. Additionally, complex customizations sometimes rely heavily on developers, reducing the flexibility for non-technical administrators. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** Dynamics 365 Customer Service reduces chaos by centralizing customer interactions, speeding up resolutions, and enhancing efficiency with AI-driven insights and automation. It improves service quality with predictive handling and performance visibility for supervisors. ### 2. Needs Major Improvements Despite Helpful Data Visualization **Rating:** 0.5/5.0 stars **Reviewed by:** Duy B. | Social Media Professional, Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2025 **What do you like best about Dynamics 365 Customer Service?** The metric charts are helpful, that all i feel like **What do you dislike about Dynamics 365 Customer Service?** Form Customization and Screen Real Estate: - There is a frustrating lack of flexibility in adjusting the size of form layouts and data fields. Unnecessary components often consume excessive screen real estate, leading to poor optimization of the workspace and limiting the visibility of fields critical for daily operations. Lookup Field Performance and Functionality: - The performance of lookup fields (selection boxes) is noticeably slower compared to other platforms. More restrictively, the search function requires matching the query from the beginning of the entry (e.g., the exact start of the phrase). Unlike other tools that search for any data that contains the keyword (e.g., typing 'alert' should find a record with '[Received alert for logging-in in another device]'), Dynamics 365 forces us to type the initial characters, which severely impedes efficiency with complex data. Performance and Memory Consumption: - The application's memory usage is extremely high (often consuming 2–3 GB) during work sessions. This severely impacts browser performance (specifically Chrome), leading to significant lag and slow operation. Integration Effectiveness: - In my experience, the integration between the NICE CXOne system and Dynamics 365 Customer Service is not effective or lacks the robustness required for seamless workflow. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** In my perspective, the current system is inefficient, overly manual, and lacks the necessary smart automation to be truly user-friendly. To significantly enhance the User Experience (UX), the platform needs to focus on screen real estate optimization. This means allowing users to customize the size and arrangement of form layouts and components based on their individual workflow needs, and minimizing the display of non-essential elements. The system could benefit greatly by taking inspiration from the operational simplicity and efficiency found in platforms like Zendesk. Furthermore, immediate action is required to improve overall processing speed and optimize memory usage to prevent the severe browser lag that we currently experience ### 3. Comprehensive CRM for Customer Success **Rating:** 4.5/5.0 stars **Reviewed by:** Mandla N. | IT manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 16, 2025 **What do you like best about Dynamics 365 Customer Service?** The platform makes it easy to track cases, manage workflows, and provide timely support **What do you dislike about Dynamics 365 Customer Service?** Some customization features need technical skills, and a few functionalities could be easier to use **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** It simplifies workflows, speeds up response times, and ensures every issue is addressed. ### 4. Very good for emails and tickets **Rating:** 5.0/5.0 stars **Reviewed by:** Alba P. | Advisor, Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2024 **What do you like best about Dynamics 365 Customer Service?** Since I have experience managing customer interactions across platforms like social media and email, this feature makes it incredibly easy to handle everything in one place. I also appreciate how it integrates with tools like Teams and Outlook, which helps me stay organized and respond quickly. **What do you dislike about Dynamics 365 Customer Service?** What I dislike about Dynamics 365 is how complex it can be. There’s a lot to learn, and the interface sometimes feels cluttered.ñ **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** It helps me keep all my customer interactions in one place, whether it’s email, chat, or social media, so I can respond faster and stay organized. ### 5. Customer Service communications made easy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** July 16, 2024 **What do you like best about Dynamics 365 Customer Service?** Dynamics CRM is relatively easy to use and easy to set up with documentation from Microsoft Learn, and if you are stuck, Microsoft Support is easy to approach, all you need is to raise a ticket, we use it every day, and it has numerous excellent features such as SLA's, KPI's. Finally, its easy integration with team chat and calls is great. **What do you dislike about Dynamics 365 Customer Service?** Sometimes, to do some advanced customisation, you need basic Javascript knowledge **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** Easy integration with the power platform for automation and customization ### 6. Best CRM to use in Customer Experience domain **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul S. | Associate Technical Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** September 06, 2023 **What do you like best about Dynamics 365 Customer Service?** Efficient customer support , Seamless case management and Comprehensive customer insights. **What do you dislike about Dynamics 365 Customer Service?** Complex setup process and Lack of robust reporting. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** Dynamics 365 Customer Service solves issues related to streamlining customer interactions, improving response times, and enhancing customer satisfaction. It benefits businesses by ensuring better customer retention, efficient problem resolution, and improved overall customer service quality. ### 7. Dynamics 365 **Rating:** 4.0/5.0 stars **Reviewed by:** julija n. | Deputy Team Leader / Community Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 31, 2023 **What do you like best about Dynamics 365 Customer Service?** Raise and get updates about the tickets. We use the system to resolve any issues with clients accounts. **What do you dislike about Dynamics 365 Customer Service?** sometimes a bit complicated to use. If you do not press reply, the ticket won't go to the team to respond/act on it **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** Any issues with client's accounts, responses on NPS ### 8. A compete and flexible software for customer service needs **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Renewables & Environment | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2023 **What do you like best about Dynamics 365 Customer Service?** It's flexibility, it's capacity to use an omnichannel approach, a continue amelioration of the product, it's integration with all other Dynamics models **What do you dislike about Dynamics 365 Customer Service?** The integration with a tear 2 ERP like Business Central **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** A tool that can do sales and customer service on the same time ### 9. Game Changing Software for Our Company **Rating:** 5.0/5.0 stars **Reviewed by:** Lance B. | Human Resources Generalist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2023 **What do you like best about Dynamics 365 Customer Service?** The integration and ease of how all pieces work together has really streamlined things for our company. **What do you dislike about Dynamics 365 Customer Service?** We had a few hiccups with the implementation but that fell on our company more than the platform. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** Our previous platforms and systems were very antiquated and involved a lot of paper processes. Dynamics has allowed all of our processes to work together allowing for a better experience for customers and employees. ### 10. Friendly GUI **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 02, 2022 **What do you like best about Dynamics 365 Customer Service?** This application is literally my bread and butter. I work in customer service support for SQL and this is the best application for maintaining all the records of service request request **What do you dislike about Dynamics 365 Customer Service?** The default view is a bit confusing initially. It takes time and lot to get used to GUI and how to use the tool and customise it accordiñgly. Sometime s the app is very slow **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** I work for a customer service support team and the service request and cases that we receive are well maintained in the dynamics 365 app. It allows you to customise the columns accordingly ### 11. Omnichannel & AI Enabled Service Platform **Rating:** 3.5/5.0 stars **Reviewed by:** Nayan T. | Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2022 **What do you like best about Dynamics 365 Customer Service?** It's has in build capabilities for omnichannel services, AI enable tools like unified routing **What do you dislike about Dynamics 365 Customer Service?** Many Email Mangement tools are not upto mark **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** Centralized & Integrated Customer ervice with enrich customer 360 ### 12. Great CRM! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** June 14, 2022 **What do you like best about Dynamics 365 Customer Service?** We have been implementing Dynamics CE in various offices throughout the County and it has provided a level of transparency and efficiency we previously were not seeing. **What do you dislike about Dynamics 365 Customer Service?** Old features still intermingled with the new. Microsoft needs to get better at how they update the application. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** We are running a Marketing campaign that targets specific industries, which is tracked in CE. Communication with the customer is seamless with the Outlook connector. ### 13. Seamless native integration of Dynamics 365 Customer Voice with Dynamics 365 Customer Service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Warehousing | Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2022 **What do you like best about Dynamics 365 Customer Service?** It is an end-to-end CRM solution giving you a 360 degree view of your customer **What do you dislike about Dynamics 365 Customer Service?** The high license cost of Dynamics 365 Customer Service **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** It is solving the problem of tracking and monitoring our Customer Service SLAs ### 14. Dynamics 365 Review **Rating:** 5.0/5.0 stars **Reviewed by:** Elie S. | Freelance Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** September 29, 2021 **What do you like best about Dynamics 365 Customer Service?** The dynamics 365 support team is Fast and provides an immediate response to all inquiries. The professional team was responding to solving significant problems. Easy integration and out of the box with SharePoint and Azure **What do you dislike about Dynamics 365 Customer Service?** The cost of support can sometimes be high considering the problem faced. Sometimes when it comes to customization issues, the support is referring us back to developers. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** Project Management, Accounting, Support and incidents management, time management, and payrolls ### 15. Dynamics 365 Customer Service is the most feature rich cloud solution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** May 20, 2021 **What do you like best about Dynamics 365 Customer Service?** Customer Service has now become the topmost priority for any organization for its success and growth. Dynamics 365 Customer Service is one such application that enables an organization to quickly set up / configure/customize it as per their unique needs and start serving the customers in no time. Customer Service Hub, Omnichannel, Customer Service Insights, Power Virtual Agent, etc. all these related solutions can be combined with Dynamics 365 Customer Service seamlessly to fulfill all the requirements of an organization, be it analysis, different communication channels, bot needs, etc. **What do you dislike about Dynamics 365 Customer Service?** The voice channel was missing in the application when it was introduced, but now with recent announcements, voice-related features are being added. I wish it were there from the very beginning instead of relying on 3rd party tools earlier. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** Faster Turn Around Time, Better Reporting, Ease of use for the agents are some of the critical areas that we are addressing. ### 16. Integration of CRM with Office 365 flows **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** August 23, 2021 **What do you like best about Dynamics 365 Customer Service?** The most valuable aspect of this CRM is that you can have all the data centralized in one application. This helps us to program automated flows from the CRM to any application you need in conjunction with Flow. **What do you dislike about Dynamics 365 Customer Service?** The only downside we could see with this application is that for it to be profitable, you need to have a Microsoft ecosystem. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** Connect all CRM data and audit logs to a Power BI dashboard and flows to send data to an API ### 17. MS Dynamics CS for right for you **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2020 **What do you like best about Dynamics 365 Customer Service?** This is a great database to keep customer records. It's easy to use, and administrate. **What do you dislike about Dynamics 365 Customer Service?** If you want to do huge customization of the system, you need to know how to write code and use the Plugin registration tool. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** A single place where customer data resides. With this one place of truth we have a 365 degree of the customer. ### 18. Good customer service is all about bringing customers back **Rating:** 4.5/5.0 stars **Reviewed by:** Sachin M. | Assistant Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2019 **What do you like best about Dynamics 365 Customer Service?** It has Omnichannel Capabilities for Improved Customer Service. Today's customers expect a unified experience regardless of which channel they are using to interact with your business. Agent Enablement:- With the right information, our agents will provide consistent answers to customer questions across channels. Dynamics 365 for Customer Services produces a dynamic interface optimized to drive the next best action contextually serves up tools, guidance, and data to agents throughout the interaction, including information or assets from third-party applications. Self-Service Capabilities:- Our busy customers should be able to access their account information and find answers to their questions on their own through a branded, personalized experience. A self-service portal with a searchable knowledge base and online community space will provide expert care and peer-to-peer options. If this is not enough, make it easy for customers to transition to assisted support. **What do you dislike about Dynamics 365 Customer Service?** Nothing as such. Product was good and yes bit expensive. **Recommendations to others considering Dynamics 365 Customer Service:** At least try it once. I am sure you guys gonna love it **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** There are some challenges which Dynamics are facing like:- 1. Poor Customer Service:- Failure to meet customer expectations is one of the threats to building long-term customer relationships. 2. Poor Communication:- Information breakdown between your marketing department and sales individuals poses a challenge to the achievement of your company objectives. Microsoft Dynamics 365 for Sales offers the necessary tools to promote collaboration between marketing and sales individuals which results in enhanced productivity. It also ensures your departments have a single source of insight to customer data and interaction history, creating the opportunity to provide informed and personalized customer service. ### 19. Microsoft dynamic 365 customer service for customer support. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2019 **What do you like best about Dynamics 365 Customer Service?** It is good tool to providing the customer support to customer and integrate all the customers one place and we can able to support them. **What do you dislike about Dynamics 365 Customer Service?** Sometime it seems to be little slow but most of the time it works fine. **Recommendations to others considering Dynamics 365 Customer Service:** This tool is very useful to reduce the cost and increase the production, if you want to get more customer integration to your application go with this tool. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** Customer support and created a case regarding the issues and routing to correct queues. ### 20. Microsoft Dynamics 365 for customer service is the best platform for creating custom reports **Rating:** 5.0/5.0 stars **Reviewed by:** John N. | Manager of Sales, Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2018 **What do you like best about Dynamics 365 Customer Service?** 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 interact with customers. For that reason, we are better off to suit the needs of your clients. **What do you dislike about Dynamics 365 Customer Service?** So far Microsoft Dynamics 365 for customer service is the best system that we incorporate for CRM, but it would be much better if the support would reduce the subscription fee of getting a genuine Microsoft Dynamics 365 for customer service. **Recommendations to others considering Dynamics 365 Customer Service:** I would highly recommend this platform to those businesspersons who are looking for a Microsoft bundle that will offer the best custom reports and integrate with other Microsoft services at the same time such as SharePoint, Publisher, Excel, and OneNote **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** We have enjoyed a lot with the implementation of this software since we have been able to integrate all our customers in one place. That way, it is much easier to accomplish the requirements of the customers. In the long run, we are able to maintain the clients in our corporation because Microsoft Dynamics 365 for customer service help us to meet their expectations. ### 21. Cloud ERP with 360 degree view **Rating:** 4.5/5.0 stars **Reviewed by:** Karan P. | Application Team Lead, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2019 **What do you like best about Dynamics 365 Customer Service?** unified business application platform providing wholesome view to customer data **What do you dislike about Dynamics 365 Customer Service?** form loading errors , browser compatibility issues, on hold time fro case management **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** better visibility to customer data across enterprise (sales, marketing, product and technical support). ### 22. Great for organization **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 14, 2018 **What do you like best about Dynamics 365 Customer Service?** I like how Dynamics allows me to be extremely organized and keep all information in one spot. **What do you dislike about Dynamics 365 Customer Service?** It does take some time to figure out how to work all the application of Dynamics, and when updating different forms/view it is not a quick change and it seems to take a couple days for new items to go live. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** This has allowed us to keep all client information in a secure spot for ease of use for navigating which products our clients have and when they bought the product. ### 23. Encompassing CRM for Customer Service **Rating:** 4.0/5.0 stars **Reviewed by:** Christopher I. | Sales Development Representative, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** July 12, 2018 **What do you like best about Dynamics 365 Customer Service?** It has all the ability of a great CRM and allows custom entities, fields, etc. **What do you dislike about Dynamics 365 Customer Service?** There is a lot of architecture design needed to get up and running effectively. **Recommendations to others considering Dynamics 365 Customer Service:** This is a great tool but you need to know company goals and you need to hire a CRM architect or designer. Otherwise you will waste precious time and resources. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** Solving all customer service data tracking necessities. we track orders, complaints, outbound and inbound customer service and any workflows that help our reps keep up to date with things. ### 24. Microsoft Dynamics for CS **Rating:** 5.0/5.0 stars **Reviewed by:** Meagan C. | Community Development Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2018 **What do you like best about Dynamics 365 Customer Service?** The easy navigation of the software, makes it great for any level of experience. **What do you dislike about Dynamics 365 Customer Service?** It seems to be a little bit slower installation time, than previous software programs. **Recommendations to others considering Dynamics 365 Customer Service:** The installation process can be daunting. By improving this, you may bring in more customers. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** Navigating everyday work applications, has become easier. ### 25. Using of Microsoft Dynamics CRM **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Dynamics 365 Customer Service?** I like Dynamics CRM because after implementing it in our company, we could integrate all our clients in one place and we are able to give quick answers to them. This makes easier for our support agents to meet our clients expectations. **What do you dislike about Dynamics 365 Customer Service?** I do not have any issue when using Dynamics CRM so far. **Recommendations to others considering Dynamics 365 Customer Service:** Dynamics CRM allows you to improve your business with a great tool to get better results with customer support and meet their expectations by using intelligent processes. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** When implementing Dynamics CRM in our company, we could integrate all our clients in one place and we are able to give quick answers to them. This makes easier for our support agents to meet our clients expectations. It is a big step for our clients to keep them in the business. ### 26. Good program - lots of bugs **Rating:** 2.5/5.0 stars **Reviewed by:** Leslie F. | Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2018 **What do you like best about Dynamics 365 Customer Service?** It's a good tool to track quotes and sales. We can update and close the quotes when won or lost. **What do you dislike about Dynamics 365 Customer Service?** There are a lot of bugs - we have a lot of issues each time we use it. Bugs when opening and during use. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** Following and tracking quotes ### 27. Microsoft provides powerful tools for businesses **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Relations | Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2018 **What do you like best about Dynamics 365 Customer Service?** I like best that Microsoft makes this tool for companies to help each other in a collaboration environment **What do you dislike about Dynamics 365 Customer Service?** I don't like the fact that it is not very customizable and not very easy to use sometimes, but it's still very helpful. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** The problems we've solved is the lack of communication between our stakeholders and the benefits we have realized is less time for products in the testing environment. ### 28. It is not bad **Rating:** 3.0/5.0 stars **Reviewed by:** Mark E. | Mr, Enterprise (> 1000 emp.) **Reviewed Date:** August 10, 2018 **What do you like best about Dynamics 365 Customer Service?** It's very simple to use as long as you know what you're doing. **What do you dislike about Dynamics 365 Customer Service?** 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 **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** It's easier to have the licences required and the access. Easy to manage and easy to find what your are looking for ### 29. Impossible To Succeed Without It **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Fine Art | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2018 **What do you like best about Dynamics 365 Customer Service?** It has everything you need right there. It is a modern form of progression. It works amazing for business especially retail. **What do you dislike about Dynamics 365 Customer Service?** I honestly don’t dislike anything. Microsoft has always been apart of the businesses I’ve been apart of. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** It keeps all the information I need together. It’s easy to navigate and hasn’t let me down yet. ### 30. DynamicsCRM **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 11, 2018 **What do you like best about Dynamics 365 Customer Service?** The ease of navigating around the CRM System. **What do you dislike about Dynamics 365 Customer Service?** If you have never seen CRM before, creating custom reports and views may be quite difficult. **Recommendations to others considering Dynamics 365 Customer Service:** I recommend using Dynamics CRM, especially if you're are using other microosft office 365 services, such as sharepoint, OneNote as they are all integratable. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** We are able to run our helpdesk from Dynamics CRM, we log all cases and progress using the system. ### 31. Alma **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** August 10, 2018 **What do you like best about Dynamics 365 Customer Service?** It has some loopholes but very approachable after all **What do you dislike about Dynamics 365 Customer Service?** Sometimes crushes or slows down, but most of the time works fine **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** Accessibility and customer support very efficient ### 32. Microsoft Dynamic experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 28, 2017 **What do you like best about Dynamics 365 Customer Service?** Brand recognition aided in my company purchasing this software. **What do you dislike about Dynamics 365 Customer Service?** Update request turn around time is a bit slow. **What problems is Dynamics 365 Customer Service solving and how is that benefiting you?** This ad helped us becuase we use both the ERP and CRM so the seamless integration is helpful ## Dynamics 365 Customer Service Discussions - [What are the services available in Dynamics 365?](https://www.g2.com/discussions/what-are-the-services-available-in-dynamics-365) - [What does Microsoft Dynamics 365 customer engagement include?](https://www.g2.com/discussions/what-does-microsoft-dynamics-365-customer-engagement-include) - [What are the features of Microsoft Dynamics 365?](https://www.g2.com/discussions/dynamics-365-customer-service-what-are-the-features-of-microsoft-dynamics-365) - [What is Dynamics 365 customer service module?](https://www.g2.com/discussions/what-is-dynamics-365-customer-service-module) - [View Dynamics 365 Customer Service pricing details and edition comparison](https://www.g2.com/products/dynamics-365-customer-service/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-10+16%3A12%3A46+-0500&secure%5Bsession_id%5D=8d88d775-6ea0-4d5f-8d1d-0221c4c904cd&secure%5Btoken%5D=a880e7302006fe3fd18000f615a17f64d14813f7124128c09bc81e5110a9bc23&format=llm_user) ## Dynamics 365 Customer Service Integrations - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) ## Dynamics 365 Customer Service Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Dynamics 365 Customer Service Alternatives - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,969 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,647 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,676 reviews)