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Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service

Overview

What is Microsoft Dynamics 365 Customer Service?

Microsoft Dynamics 365 Customer Service is designed to create positive experiences through any channel and on any device to exceed customer expectations.

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Recent Reviews
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Awards

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Reviewer Pros & Cons

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Verified User
Consultant in Information Technology
Machinery Company, 501-1000 employees
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Pricing

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Dynamics 365 Customer Service Professional

$50

Cloud
per month per user

Add-In - Chat

$60

Cloud
per month per user

Add-In - Voice Channel

$75

Cloud
per month per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://dynamics.microsoft.com/en…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $50 per month per user
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Product Details

What is Microsoft Dynamics 365 Customer Service?

Microsoft Dynamics 365 Customer Service Video

Dynamics 365 Customer Service | Supporting agent productivity with process automation tools

Microsoft Dynamics 365 Customer Service Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(18)

Reviews

(1-2 of 2)
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July 02, 2024

Microsoft Dynamics 365 Customer Service: The all-in-one powerhouse for exceptional service.

Verified User
Consultant in Information Technology
Machinery Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
We used it internally for tracking cases for our different customers for whom we have implemented different modules of Microsoft Dynamics 365 Customer Service. We have different channel configured so that our customer can reach us either through email, chat, voice channel and SMS. We have also used Unified Routing feature of the product to make sure it is routed to the most appropriate customer support employee based on skills and experience.
Pros and Cons
  • Routing
  • Different Channel Support
  • Intuitive user interface
  • Continues improvement in the product
  • Pre built industry specific solutions / accelerator based on the best practices could help.
  • Reporting built-in with Charts / Dashboard restricted to 50K records at times provides challenges to use the OOB features.
  • Predictive analysis for SLA to anticipate potential breach for addressing them quickly
  • 360 degree feedback loop
Likelihood to Recommend
With the constant changes included in the product, we can now use it for all the customer service scenarios / channels, for e.g. earlier for voice, we had to buy 3rd party CTI based tools, but now Voice Channel being available as the part of the product, that solves that thing. Also we see constantly new AI-driven features added to the product that could save lot of time of the agents while working on the cases like case summary, automate email generation, sentiment analysis etc.
Microsoft Dynamics 365 Customer Service Feature Ratings
Incident and problem management (5)
82%
8.2
Organize and prioritize service tickets
100%
10.0
Expert directory
80%
8.0
ITSM collaboration and documentation
30%
3.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
55%
5.5
External knowledge base
30%
3.0
Internal knowledge base
80%
8.0
Multi-Channel Help (5)
78%
7.8
Customer portal
80%
8.0
IVR
50%
5.0
Social integration
80%
8.0
Email support
100%
10.0
Help Desk CRM integration
80%
8.0
Return on Investment
  • It has help us serve our customers better and get Support Contracts from them after we have designed / developed and deployed Microsoft Dynamics 365 Customer Service based solutions for them
  • Ease of Routing it to appropriate customer support agent
  • Because of multiple channel support we now give our customers option to raise a ticket or connect with their preferred communication medium, be it email, SMS, Chat etc.
Usability
10
Microsoft Dynamics 365 Customer Service is generally very user-friendly, especially for those familiar with Microsoft products. The strength of Microsoft Dynamics 365 Customer Service is its integration with Outlook and Microsoft Office products like Word, Excel etc. and it user interface being similar to those products. This makes it easy for user to adopt to any new app.
July 26, 2021

The Platform is extremely nice easy to set up and customize.

Verified User
Representative in Sales
Food & Beverages Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
It is used by our customer support team in certain countries. We've built a digital ecosystem that includes internal employees as well as external vendors. Thanks to Dynamic CS, our employees benefit from a unified help desk experience. Employees can now discover what they are searching for more quickly and get support from agents if more human involvement is required. Thanks to powerful artificial intelligence capabilities and trends of active automation or the development of self-service options. Power automate provides ease of use, rich integration possibilities, and best-in-class automation.
Pros and Cons
  • Dynamic CS allows you to access a wider customer base and gain artificial intelligence-powered insights into numerous client interaction activities.
  • It assists in gaining deep insights into numerous data analyses performed on various customer interaction activities, as well as data visualization and customer satisfaction enhancement.
  • This product has been extremely beneficial to my firm since it allows us to communicate with customers via a variety of channels, including e-mail and social media.
  • Extensible, and Microsoft responds rapidly to market demand with new features. In terms of service, both Microsoft customer success and technical teams collaborate closely to ensure appropriate delivery.
  • A better way to track client interactions is SaaS-based cloud services. This software may also be linked to outlook.
  • It occasionally crashes or slow down, but it usually works great.
  • Costly.
Likelihood to Recommend
The deployment of this software was a lot of pleasure for us as we were able to bring all our customers to one spot. The customer's requirements are considerably easier to satisfy in this way. As Microsoft Dynamic 365 for customer service, we are able to keep our customers in our firm in a long-term position. I highly suggest you use this service in all sorts of organizations as it is a very complete system with everything necessary for a high-grade customer care experience. The software gives several pricing packages that are appropriate for varied usage demands.
Most Important Features
  • The scope of services.
  • Dedicated to the client.
  • Strong consulting collaboration.
Microsoft Dynamics 365 Customer Service Feature Ratings
Incident and problem management (6)
93.33333333333334%
9.3
Organize and prioritize service tickets
90%
9.0
Expert directory
90%
9.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
90%
9.0
Ticket creation and submission
90%
9.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (5)
98%
9.8
Customer portal
100%
10.0
IVR
90%
9.0
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
Return on Investment
  • Creativity way.
  • Foster increase in revenue.
  • Improving decision-making.
  • Culture of good relationship/service.
Alternatives Considered
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