--- 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: '2026-08-07' 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 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(7,358) ](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(7,019) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ ![Freshdesk](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Freshdesk") Freshdesk 4.4/5(3,758) ](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. [ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Teams ](https://www.g2.com/products/microsoft-teams/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") NICE CXone ](https://www.g2.com/products/nice-cxone/reviews) Show More ![Nayan T.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nayan T.") NT Nayan T. Sales Manager Mid-Market (51-1000 emp.) 8/15/2022 "Omnichannel & AI Enabled Service Platform" 3.5/5 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 Review collected by and hosted on G2.com. What do you dislike about Dynamics 365 Customer Service? Many Email Mangement tools are not upto mark Review collected by and hosted on G2.com. What problems is Dynamics 365 Customer Service solving and how is that benefiting you? Centralized & Integrated Customer ervice with enrich customer 360 Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Government Administration](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Government Administration") AG Verified User in Government Administration Enterprise (\> 1000 emp.) 6/14/2022 "Great CRM!" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Warehousing](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Warehousing") EW Verified User in Warehousing Mid-Market (51-1000 emp.) 7/26/2022 "Seamless native integration of Dynamics 365 Customer Voice with Dynamics 365 Customer Service" 4.5/5 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 Review collected by and hosted on G2.com. What do you dislike about Dynamics 365 Customer Service? The high license cost of Dynamics 365 Customer Service Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 Icon 3/7/2024 Validated ReviewerIncentivizedSource: G2 invite ![Elie S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Elie S.") ES Elie S. Freelance Consultant Small-Business (50 or fewer emp.) 9/29/2021 Business partner of the seller or seller's competitor, not included in G2 scores. "Dynamics 365 Review" 5/5 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 Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Banking](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Banking") CB Verified User in Banking Enterprise (\> 1000 emp.) 5/20/2021 "Dynamics 365 Customer Service is the most feature rich cloud solution" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Banking](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Banking") IB Verified User in Banking Enterprise (\> 1000 emp.) 8/23/2021 "Integration of CRM with Office 365 flows" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 inviteAI Translated ![Verified User in Consumer Electronics](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Consumer Electronics") AC Verified User in Consumer Electronics Mid-Market (51-1000 emp.) 7/10/2020 "MS Dynamics CS for right for you" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Sachin M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sachin M.") SM Sachin M. Assistant Manager Mid-Market (51-1000 emp.) 5/24/2019 "Good customer service is all about bringing customers back" 4.5/5 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. Review collected by and hosted on G2.com. What do you dislike about Dynamics 365 Customer Service? Nothing as such. Product was good and yes bit expensive. Review collected by and hosted on G2.com. Recommendations to others considering Dynamics 365 Customer Service: At least try it once. I am sure you guys gonna love it Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![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 Mid-Market (51-1000 emp.) 10/8/2019 "Microsoft dynamic 365 customer service for customer support. " 5/5 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. Review collected by and hosted on G2.com. What do you dislike about Dynamics 365 Customer Service? Sometime it seems to be little slow but most of the time it works fine. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![John N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "John N.") JN John N. Manager of Sales Mid-Market (51-1000 emp.) 8/10/2018 "Microsoft Dynamics 365 for customer service is the best platform for creating custom reports" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ##### Pricing Pricing details for this product isn’t currently available. Visit the vendor’s website to learn more. 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