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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

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
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.
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