Microsoft Dynamics 365 Customer Service Features, Reviews & Pricing (July 2025)

About Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service empowers representatives with AI-driven tools and automation to deliver exceptional support. With Copilot, agents can quickly diagnose, troubleshoot, and draft responses, saving time. AI features like sentiment analysis, knowledge article recommendations, real-time translations, and transcriptions ensure agents are well-prepared for every interaction. Intelligent routing matches cases to the best agents, improving first-call resolutions, while Microsoft Teams integration enables seamless collaboration with experts. Generative AI-powered bots and IVR systems deliver real-time, human-like interactions, and automation simplifies routine tasks. Personalized community portals connect users and experts, fostering collaboration and insights. AI-driven forecasting helps businesses plan staffing based on trends and case volumes. With support across email, social media, and virtual assistants, businesses meet customers where they are. Real-time translation, intent recognition, and tailored recommendations enhance engagement. Microsoft Dynamics 365 transforms customer service into an intelligent, efficient, and customer-focused operation for a superior experience.

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Pricing

Free Trial Available
Starts at $50.0.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%
Reviews

71%
Momentum

68%
Popularity

67%

Platforms Supported

Browser Based (Cloud)

Organization Types Supported

All (Small, Medium, Large)

API Support

NA

Modes of Support

Business Hours, Online

Microsoft Dynamics 365 Customer Service Features

Show Feature Explanation

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Help Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%

Unique Features

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Multi-language Support

Available in multiple languages to support global customers

Standard Features

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

IT Asset Management

Helps to automate the full IT lifecycle of software and hardware assets on a single platform

Microsoft Dynamics 365 Customer Service Pricing

Free Trial

Available

No Credit Card Required, Get Started for Free

Pricing Options

Premium Plans ( Subscription )

Pricing Plans

Dynamics 365 Customer Service Professional $50.00 $50.00 per user / month

Get core customer service capabilities to get started with basic resources for self-service, case management, and knowledge management.

Features

Case management
Knowledge management (including knowledge authoring)
Microsoft 365 interoperation
Unlimited named users
Leads (creation only)
Microsoft Power BI2

Note:

[1] Discount pricing available when purchased with Dynamics 365 Customer Service Enterprise.

[2] Customer Service application subscriptions include an option to embed Power BI content. A separate Power BI license may be required to configure access to the content.

[3] For more information, see the Dynamics 365 Licensing Guide.

[4] Applies to custom applications within the same environment as the Dynamics 365 application.

[5] Applies to workflows that map to the context of the Dynamics 365 application.

[6] Purchase capacity for digital messaging with Microsoft Copilot Studio.

[7] Dynamics 365 Contact Center voice capabilities are powered by Azure Communication Services and priced separately. Existing carriers and calling plans are supported by Azure Direct Routing.

Dynamics 365 Customer Service Enterprise $105.00 $105.00 per user / month

Get advanced customer service capabilities for a personalized experience, improved service representative productivity, and optimized operations.

Features

Includes features of Dynamics 365 Customer Service Professional plan, plus
Microsoft Teams integration
Copilot in Dynamics 365 Customer Service
Embedded intelligence
Multisession support
Unified routing3
Analytics and KPI reporting
Forecasting and scheduling
Portals
Custom applications (Microsoft Power Apps)4
Workflow automation (Microsoft Power Automate)5

Dynamics 365 Customer Service Premium $195.00 $195.00 per user / month

Transform customer engagement with an integrated contact center and CRM service solution—all powered by generative AI.

Features

Includes features of Dynamics 365 Customer Service Enterprise plan, plus
Self-service chatbots and IVR6
Live and persistent chat on messaging and social channels
Voice channel with inbound routing, conversation summarization and outbound calling7

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Disclaimer: The pricing details were last updated on 26/02/2025 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Microsoft Dynamics 365 Customer Service Pricing