What I like most about Dynamics 365 is how it centralizes customer cases and the agent UX in one place. It automates routing, tracks SLAs and KPIs, and provides strong reports on PBI. We can see ROI in 12 months, and it also integrates smoothly with the broader Microsoft ecosystem. Review collected by and hosted on G2.com.

Dynamics 365 can be complex to configure, particularly when it comes to integrations outside the Microsoft ecosystem and other advanced features. It also depends heavily on strong data quality and solid governance to deliver the best results. In my experience, support is better if you pay for the premium option. Review collected by and hosted on G2.com.