Microsoft Dynamics 365 Customer Service Reviews

Since I have experience managing customer interactions across platforms like social media and email, this feature makes it incredibly easy to handle everything in one place. I also appreciate how it integrates with tools like Teams and Outlook, which helps me stay organized and respond quickly.

What I dislike about Dynamics 365 is how complex it can be. There’s a lot to learn, and the interface sometimes feels cluttered.ñ

It helps me keep all my customer interactions in one place, whether it’s email, chat, or social media, so I can respond faster and stay organized.

Dynamics CRM is relatively easy to use and easy to set up with documentation from Microsoft Learn, and if you are stuck, Microsoft Support is easy to approach, all you need is to raise a ticket, we use it every day, and it has numerous excellent features such as SLA's, KPI's. Finally, its easy integration with team chat and calls is great.

Sometimes, to do some advanced customisation, you need basic Javascript knowledge

Easy integration with the power platform for automation and customization

.It is an end-to-end CRM solution giving you a 360 degree view of your customer

The high license cost of Dynamics 365 Customer Service

It is solving the problem of tracking and monitoring our

.It's flexibility, it's capacity to use an omnichannel approach, a continue amelioration of the product, it's integration with all other Dynamics models

The integration with a tear 2 ERP like Business Central

A tool that can do sales and customer service on the same time

Efficient customer support , Seamless case management and Comprehensive customer insights.

Complex setup process and Lack of robust reporting.

Dynamics 365 Customer Service solves issues related to streamlining customer interactions, improving response times, and enhancing customer satisfaction. It benefits businesses by ensuring better customer retention, efficient problem resolution, and improved overall customer service quality.

The integration and ease of how all pieces work together has really streamlined things for our company.

We had a few hiccups with the implementation but that fell on our company more than the platform.

Our previous platforms and systems were very antiquated and involved a lot of paper processes. Dynamics has allowed all of our processes to work together allowing for a better experience for customers and employees.

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.

Old features still intermingled with the new. Microsoft needs to get better at how they update the application.

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.

This application is literally my bread and butter. I work in customer service support for SQL and this is the best application for maintaining all the records of service request request

The default view is a bit confusing initially. It takes time and lot to get used to GUI and how to use the tool and customise it accordiñgly. Sometime s the app is very slow

I work for a customer service support team and the service request and cases that we receive are well maintained in the dynamics 365 app.

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

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.

Project

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.

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.

Faster Turn Around Time, Better Reporting, Ease of use for the agents are some of the critical areas that we are addressing.