--- 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 Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users appreciate the **automation capabilities** of Dynamics 365 Customer Service, enhancing efficiency in managing workflows and support. [(2 mentions)](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=2167153&qs=pros-and-cons#reviews) Users appreciate the **ease of use** in Dynamics 365 Customer Service, streamlining case tracking and support management. [(2 mentions)](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=1465245&qs=pros-and-cons#reviews) Users value the **efficiency** of Dynamics 365 Customer Service for streamlining case tracking and support workflows. [(2 mentions)](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=1464820&qs=pros-and-cons#reviews) Users find the **helpful metric charts** effective for tracking cases, managing workflows, and delivering timely support. [(2 mentions)](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=2283019&qs=pros-and-cons#reviews) Users appreciate the **seamless integration** with other Dynamics models, enhancing efficiency and streamlining operations. [(2 mentions)](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=1465204&qs=pros-and-cons#reviews) Users experience a **frustrating lack of customization** in Dynamics 365, hindering workspace optimization and efficiency. [(2 mentions)](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=1465143&qs=pros-and-cons#reviews) Users experience **limited functionality** with Dynamics 365 due to layout inflexibility and inefficient lookup processes. [(2 mentions)](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=2282981&qs=pros-and-cons#reviews) Users find the interface of Dynamics 365 Customer Service **not intuitive** , hindering effective utilization of key features. [(2 mentions)](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=1464935&qs=pros-and-cons#reviews) Users struggle with the **difficult setup** of Dynamics 365 Customer Service, facing issues with form layout and performance. [(1 mentions)](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=2424749&qs=pros-and-cons#reviews) Users experience **inefficiency** due to slow lookup fields and high memory consumption, hindering overall productivity. [(1 mentions)](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=2424713&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Dynamics 365 Customer Service ##### 1. Automation Users appreciate the **automation capabilities** of Dynamics 365 Customer Service, enhancing efficiency in managing workflows and support. [ See 2 mentions ](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=2167153&qs=pros-and-cons#reviews) See Related User Reviews MN Mandla N. Small-Business (50 or fewer emp.) 4.5/5 "Comprehensive CRM for Customer Success" What do you like about Dynamics 365 Customer Service? The platform makes it easy to track cases, manage workflows, and provide timely support ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") I Verified User Mid-Market (51-1000 emp.) 4.5/5 "A compete and flexible software for customer service needs" What do you like 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 model ##### 2. Ease of Use Users appreciate the **ease of use** in Dynamics 365 Customer Service, streamlining case tracking and support management. [ See 2 mentions ](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=1465245&qs=pros-and-cons#reviews) See Related User Reviews MN Mandla N. Small-Business (50 or fewer emp.) 4.5/5 "Comprehensive CRM for Customer Success" What do you like about Dynamics 365 Customer Service? The platform makes it easy to track cases, manage workflows, and provide timely support LB Lance B. Mid-Market (51-1000 emp.) 5.0/5 "Game Changing Software for Our Company" What do you like about Dynamics 365 Customer Service? The integration and ease of how all pieces work together has really streamlined things for our company. ##### 3. Efficiency Users value the **efficiency** of Dynamics 365 Customer Service for streamlining case tracking and support workflows. [ See 2 mentions ](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=1464820&qs=pros-and-cons#reviews) See Related User Reviews MN Mandla N. Small-Business (50 or fewer emp.) 4.5/5 "Comprehensive CRM for Customer Success" What do you like about Dynamics 365 Customer Service? The platform makes it easy to track cases, manage workflows, and provide timely support LB Lance B. Mid-Market (51-1000 emp.) 5.0/5 "Game Changing Software for Our Company" What do you like about Dynamics 365 Customer Service? The integration and ease of how all pieces work together has really streamlined things for our company. ##### 4. Helpful Users find the **helpful metric charts** effective for tracking cases, managing workflows, and delivering timely support. [ See 2 mentions ](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=2283019&qs=pros-and-cons#reviews) See Related User Reviews ![Duy B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Duy B.") DB Duy B. Mid-Market (51-1000 emp.) 0.5/5 "Needs Major Improvements Despite Helpful Data Visualization" What do you like about Dynamics 365 Customer Service? The metric charts are helpful, that all i feel like MN Mandla N. Small-Business (50 or fewer emp.) 4.5/5 "Comprehensive CRM for Customer Success" What do you like about Dynamics 365 Customer Service? The platform makes it easy to track cases, manage workflows, and provide timely support ##### 5. Integrations Users appreciate the **seamless integration** with other Dynamics models, enhancing efficiency and streamlining operations. [ See 2 mentions ](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=1465204&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") I Verified User Mid-Market (51-1000 emp.) 4.5/5 "A compete and flexible software for customer service needs" What do you like 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 model LB Lance B. Mid-Market (51-1000 emp.) 5.0/5 "Game Changing Software for Our Company" What do you like about Dynamics 365 Customer Service? The integration and ease of how all pieces work together has really streamlined things for our company. ### 5 Cons or Disadvantages of Dynamics 365 Customer Service ##### 1. Limited Customization Users experience a **frustrating lack of customization** in Dynamics 365, hindering workspace optimization and efficiency. [ See 2 mentions ](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=1465143&qs=pros-and-cons#reviews) See Related User Reviews ![Duy B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Duy B.") DB Duy B. Mid-Market (51-1000 emp.) 0.5/5 "Needs Major Improvements Despite Helpful Data Visualization" 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. Unnece MN Mandla N. Small-Business (50 or fewer emp.) 4.5/5 "Comprehensive CRM for Customer Success" What do you dislike about Dynamics 365 Customer Service? Some customization features need technical skills, and a few functionalities could be easier to use ##### 2. Limited Functionality Users experience **limited functionality** with Dynamics 365 due to layout inflexibility and inefficient lookup processes. [ See 2 mentions ](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=2282981&qs=pros-and-cons#reviews) See Related User Reviews ![Duy B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Duy B.") DB Duy B. Mid-Market (51-1000 emp.) 0.5/5 "Needs Major Improvements Despite Helpful Data Visualization" 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. Unnece MN Mandla N. Small-Business (50 or fewer emp.) 4.5/5 "Comprehensive CRM for Customer Success" What do you dislike about Dynamics 365 Customer Service? Some customization features need technical skills, and a few functionalities could be easier to use ##### 3. Not Intuitive Users find the interface of Dynamics 365 Customer Service **not intuitive** , hindering effective utilization of key features. [ See 2 mentions ](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=1464935&qs=pros-and-cons#reviews) See Related User Reviews ![Duy B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Duy B.") DB Duy B. Mid-Market (51-1000 emp.) 0.5/5 "Needs Major Improvements Despite Helpful Data Visualization" 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. Unnece MN Mandla N. Small-Business (50 or fewer emp.) 4.5/5 "Comprehensive CRM for Customer Success" What do you dislike about Dynamics 365 Customer Service? Some customization features need technical skills, and a few functionalities could be easier to use ##### 4. Difficult Setup Users struggle with the **difficult setup** of Dynamics 365 Customer Service, facing issues with form layout and performance. [ See 1 mentions ](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=2424749&qs=pros-and-cons#reviews) See Related User Reviews ![Duy B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Duy B.") DB Duy B. Mid-Market (51-1000 emp.) 0.5/5 "Needs Major Improvements Despite Helpful Data Visualization" 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. Unnece ##### 5. Inefficiency Users experience **inefficiency** due to slow lookup fields and high memory consumption, hindering overall productivity. [ See 1 mentions ](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=2424713&qs=pros-and-cons#reviews) See Related User Reviews ![Duy B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Duy B.") DB Duy B. Mid-Market (51-1000 emp.) 0.5/5 "Needs Major Improvements Despite Helpful Data Visualization" 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. 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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. 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