--- 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: '2026-08-17' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Dynamics 365 Customer Service Reviews & Product Details Claimed ###### Profile Status This profile is currently managed by Dynamics 365 Customer Service but has limited features. Are you part of the Dynamics 365 Customer Service team? [Upgrade your plan](https://sell.g2.com) to enhance your branding and engage with visitors to your profile! 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. * * * Seller [Microsoft](https://www.g2.com/sellers/microsoft) Discussions [Dynamics 365 Customer Service Community](https://www.g2.com/products/dynamics-365-customer-service/discuss) Solution Type All-in-One (All-in-One products consolidate features across multiple business functions into a single unified platform, serving a broad range of workflows within one tool.) Overview by Kyle Teegarden Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 7 months [ View More Pricing Information ](https://www.g2.com/products/dynamics-365-customer-service/pricing) ## Top-Rated Alternatives [ ![Agentforce Service (formerly Salesforce Service Cloud)](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Agentforce Service (formerly Salesforce Service Cloud)") Agentforce Service (formerly Salesforce Service Cloud) 4.4/5(7,359) ](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) [ ![Zendesk for Customer Service](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Zendesk for Customer Service") Zendesk for Customer Service 4.3/5(7,062) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ ![Freshdesk](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Freshdesk") Freshdesk 4.4/5(3,770) ](https://www.g2.com/products/freshdesk/reviews) [ View All Alternatives ](https://www.g2.com/products/dynamics-365-customer-service/competitors/alternatives) ## User Insights Average based on 32 real user reviews. Implementation Time 7 months [Log in to unlock pricing and user insights](/login) ## Dynamics 365 Customer Service Integrations (2) What do users say about integrations? Integration information sourced from real user reviews. ![SREENITHYA V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "SREENITHYA V.") SV SREENITHYA V. Lead Engineer Enterprise (\> 1000 emp.) 3/25/2026 "AI-Driven Efficiency with Some Performance Hiccups" 4.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated Reviewer (Validated through LinkedIn)Incentivized (This reviewer was offered a nominal gift card as thank you for completing this review.)Source: G2 invite (Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.) (Copy Review URL) ![Duy B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Duy B.") DB Duy B. Social Media Professional Mid-Market (51-1000 emp.) 12/2/2025 "Needs Major Improvements Despite Helpful Data Visualization" 0.5/5 What do you like best about Dynamics 365 Customer Service? The metric charts are helpful, that all i feel like Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Current User (The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.)Validated Reviewer (Validated through Google using a business email account)Source: Organic (Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.) (Copy Review URL) MN Mandla N. IT manager Small-Business (50 or fewer emp.) 9/16/2025 "Comprehensive CRM for Customer Success" 4.5/5 What do you like best about Dynamics 365 Customer Service? The platform makes it easy to track cases, manage workflows, and provide timely support Review collected by and hosted on G2.com. What do you dislike about Dynamics 365 Customer Service? Some customization features need technical skills, and a few functionalities could be easier to use Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current User (The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.)Validated Reviewer (Validated through a business email account)Source: G2 invite (Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review.) (Copy Review URL) ![Alba P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Alba P.") AP Alba P. Advisor Mid-Market (51-1000 emp.) 8/19/2024 "Very good for emails and tickets" 5/5 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated Reviewer (Validated through LinkedIn)Source: Organic (Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.) (Copy Review URL) ![Verified User in Telecommunications](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Telecommunications") AT Verified User in Telecommunications (This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture.) Mid-Market (51-1000 emp.) 7/16/2024 "Customer Service communications made easy" 5/5 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. Review collected by and hosted on G2.com. What do you dislike about Dynamics 365 Customer Service? Sometimes, to do some advanced customisation, you need basic Javascript knowledge Review collected by and hosted on G2.com. What problems is Dynamics 365 Customer Service solving and how is that benefiting you? Easy integration with the power platform for automation and customization Review collected by and hosted on G2.com. Show More Current User (The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.)Validated Reviewer (Validated through LinkedIn)Source: Organic (Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.) (Copy Review URL) ![Rahul S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Rahul S.") RS Rahul S. Associate Technical Consultant Enterprise (\> 1000 emp.) 9/6/2023 "Best CRM to use in Customer Experience domain" 5/5 What do you like best about Dynamics 365 Customer Service? Efficient customer support , Seamless case management and Comprehensive customer insights. Review collected by and hosted on G2.com. What do you dislike about Dynamics 365 Customer Service? Complex setup process and Lack of robust reporting. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current User (The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.)Validated Reviewer (Validated through LinkedIn)Incentivized (This reviewer was offered a nominal incentive as thanks for completing this review.)Source: G2 invite (Invitation from G2. This reviewer was offered a nominal incentive as thanks for completing this review.) (Copy Review URL) ![julija n.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "julija n.") JN julija n. Deputy Team Leader / Community Manager Enterprise (\> 1000 emp.) 8/31/2023 "Dynamics 365" 4/5 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. What problems is Dynamics 365 Customer Service solving and how is that benefiting you? Any issues with client's accounts, responses on NPS Review collected by and hosted on G2.com. Show More Current User (The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.)Validated Reviewer (Validated through a business email account)Source: Organic (Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.) (Copy Review URL) ![Verified User in Renewables & Environment](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Renewables & Environment") IR Verified User in Renewables & Environment (This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture.) Mid-Market (51-1000 emp.) 11/19/2023 "A compete and flexible software for customer service needs" 4.5/5 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 Review collected by and hosted on G2.com. What do you dislike about Dynamics 365 Customer Service? The integration with a tear 2 ERP like Business Central Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Current User (The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.)Validated Reviewer (Validated through LinkedIn)Incentivized (This reviewer was offered a nominal gift card as thank you for completing this review.)Source: G2 invite (Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.) (Copy Review URL) LB Lance B. Human Resources Generalist Mid-Market (51-1000 emp.) 4/20/2023 "Game Changing Software for Our Company" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated Reviewer (Validated through a business email account)Incentivized (This reviewer was offered a nominal gift card as thank you for completing this review.)Source: G2 invite (Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.) (Copy Review URL) ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") UI Verified User in Information Technology and Services (This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture.) Enterprise (\> 1000 emp.) 6/2/2022 "Friendly GUI" 4.5/5 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 Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Current User (The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.)Validated Reviewer (Validated through LinkedIn)Incentivized (This reviewer was offered a nominal gift card as thank you for completing this review.)Source: G2 invite (Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.) (Copy Review URL) ##### Pricing Pricing details for this product isn’t currently available. Visit the vendor’s website to learn more. [ View More Pricing Information ](https://www.g2.com/products/dynamics-365-customer-service/pricing) Dynamics 365 Customer Service Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b4de3f87b12321882f19b7a93f94109c/zendesk-for-customer-service.png "Product Avatar Image") Zendesk for Customer Service 4.3/5(7,062) [ Compare Now ](https://www.g2.com/compare/dynamics-365-customer-service-vs-zendesk-for-customer-service) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e63eb2d0ef10e2df421befaed80bed3c/agentforce-service-formerly-salesforce-service-cloud.jpg "Product Avatar Image") Agentforce Service... 4.4/5(7,359) [ Compare Now ](https://www.g2.com/compare/agentforce-service-formerly-salesforce-service-cloud-vs-dynamics-365-customer-service) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_da836c06c61c98d4a0795c7cfc3a9a5a/servicenow-it-service-management.jpg "Product Avatar Image") ServiceNow IT Service... 4.5/5(1,956) [ Compare Now ](https://www.g2.com/compare/dynamics-365-customer-service-vs-servicenow-it-service-management) ##### ##### Dynamics 365 Customer Service Features Ticket and Case Management Ticket Creation User Experience Ticket Response User Experience Workflow Communication Channels Customer Portal Email to Case Social Media Integration Self-Service Experience Knowledge Base Searchable Articles Community Forums [ View More Features ](https://www.g2.com/products/dynamics-365-customer-service/features) ##### Categories on G2 [Live Chat](https://www.g2.com/categories/live-chat)[Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Help Desk](https://www.g2.com/categories/help-desk) [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms) [Show MoreShow Less](javascript:void(0);) ##### Explore More [What is the cheapest yard management software for a small trucking yard that still provides the basics of trailer tracking and dock scheduling reliably?](https://www.g2.com/discussions/y111z-digital-marketing-agency-what-is-the-cheapest-yard-management-software-for-a-small-trucking-yard-that-still-provides-the-basic)[What note-taking software supports multimedia attachments?](https://www.g2.com/discussions/what-note-taking-software-supports-multimedia-attachments)[Best platforms for integrating knowledge bases with chatbots](https://www.g2.com/discussions/best-platforms-for-integrating-knowledge-bases-with-chatbots) [Which social media listening platforms are good at picking up sentiment shifts around product launches or campaign announcements before they become a problem?](https://www.g2.com/discussions/which-social-media-listening-platforms-are-good-at-picking-up-sentiment-shifts-around-product-launches-or-campaign-announcements-before-they-become-a-problem)[What is the highest-rated feature management software for product teams running controlled rollouts and beta tests?](https://www.g2.com/discussions/what-is-the-highest-rated-feature-management-software-for-product-teams-running-controlled-rollouts-and-beta-tests)[Pros and Cons Details](https://www.g2.com/products/dynamics-365-customer-service/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)