--- 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. Unnece ## Top-Rated Alternatives [ ![Agentforce Service (formerly Salesforce Service Cloud)](https://images.g2crowd.com/uploads/product/hd_favicon/e2170cb2fb1e97e4b23447ad004fa376/agentforce-service-formerly-salesforce-service-cloud.svg "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](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") Zendesk for Customer Service 4.3/5(7,019) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "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) ![Karan P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Karan P.") KP Karan P. Application Team Lead Information Technology and Services Mid-Market (51-1000 emp.) 4/22/2019 "Cloud ERP with 360 degree view" 4.5/5 What do you like best about Dynamics 365 Customer Service? unified business application platform providing wholesome view to customer data Review collected by and hosted on G2.com. What do you dislike about Dynamics 365 Customer Service? form loading errors , browser compatibility issues, on hold time fro case management Review collected by and hosted on G2.com. 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). Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Financial Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Financial Services") UF Verified User in Financial Services Small-Business (50 or fewer emp.) 11/14/2018 "Great for organization" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Christopher I.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Christopher I.") CI Christopher I. Sales Development Representative Computer Software Small-Business (50 or fewer emp.) 7/12/2018 "Encompassing CRM for Customer Service" 4/5 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. Review collected by and hosted on G2.com. What do you dislike about Dynamics 365 Customer Service? There is a lot of architecture design needed to get up and running effectively. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite MC Meagan C. Community Development Manager Mid-Market (51-1000 emp.) 11/14/2018 "Microsoft Dynamics for CS" 5/5 What do you like best about Dynamics 365 Customer Service? The easy navigation of the software, makes it great for any level of experience. Review collected by and hosted on G2.com. What do you dislike about Dynamics 365 Customer Service? It seems to be a little bit slower installation time, than previous software programs. Review collected by and hosted on G2.com. Recommendations to others considering Dynamics 365 Customer Service: The installation process can be daunting. By improving this, you may bring in more customers. Review collected by and hosted on G2.com. What problems is Dynamics 365 Customer Service solving and how is that benefiting you? Navigating everyday work applications, has become easier. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Telecommunications](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Telecommunications") AT Verified User in Telecommunications Mid-Market (51-1000 emp.) 7/10/2018 "Using of Microsoft Dynamics CRM" 4.5/5 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. Review collected by and hosted on G2.com. What do you dislike about Dynamics 365 Customer Service? I do not have any issue when using Dynamics CRM so far. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite LF Leslie F. Enterprise (\> 1000 emp.) 7/30/2018 "Good program - lots of bugs" 2.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. What problems is Dynamics 365 Customer Service solving and how is that benefiting you? Following and tracking quotes Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Government Relations](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Government Relations") EG Verified User in Government Relations Small-Business (50 or fewer emp.) 11/15/2018 Business partner of the seller or seller's competitor, not included in G2 scores. "Microsoft provides powerful tools for businesses" 4/5 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 Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ME Mark E. Mr Enterprise (\> 1000 emp.) 8/10/2018 Business partner of the seller or seller's competitor, not included in G2 scores. "It is not bad" 3/5 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Seller invite ![Verified User in Fine Art](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Fine Art") UF Verified User in Fine Art Mid-Market (51-1000 emp.) 8/10/2018 "Impossible To Succeed Without It" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") CI Verified User in Information Technology and Services Small-Business (50 or fewer emp.) 4/11/2018 Business partner of the seller or seller's competitor, not included in G2 scores. "DynamicsCRM" 5/5 What do you like best about Dynamics 365 Customer Service? The ease of navigating around the CRM System. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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