What users are saying about
41 Ratings
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Top Rated
563 Ratings
41 Ratings
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Score 5.9 out of 100

Microsoft Dynamics 365

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Top Rated
563 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Kayako

It's without a doubt a great help desk solution. It is perfect for our usage, and have rolled it out company-wide. It's great if you have multiple departments. We have it set up so most items come through a single desk that then hands out tickets to their proper department. There may be cheaper options for smaller organizations but for one that is as service-driven as ours, we really think Kayako is a great fit.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics 365

All told, if it hadn't been for the fact that we were testing it with both employees who knew CRM lingo and those who were new, we wouldn't have found such an issue. The program itself can be very useful for people who already manage CRMs, who know how to use them, who know how to run and manage employees on them, namely because of the "one-stop-shop" concept in data visibility. When it came down to it though, if you have high-turnover, then this product will devolve into only being used for it's base components. Down the middle, we found that the people who'd been in marketing for 4-5 years fell into the product easily because of the way it was written. Everyone before that, with novice experience, thought it was written like a textbook for a graduate class - little to no leeway if you don't happen to know one specific term
Patrick Stephens | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Kayako
6.9
Microsoft Dynamics 365
Organize and prioritize service tickets
Kayako
8.2
Microsoft Dynamics 365
Expert directory
Kayako
5.4
Microsoft Dynamics 365
Subscription-based notifications
Kayako
6.3
Microsoft Dynamics 365
ITSM collaboration and documentation
Kayako
7.0
Microsoft Dynamics 365
Ticket creation and submission
Kayako
8.0
Microsoft Dynamics 365
Ticket response
Kayako
6.7
Microsoft Dynamics 365

Self Help Community

Kayako
5.9
Microsoft Dynamics 365
External knowledge base
Kayako
5.3
Microsoft Dynamics 365
Internal knowledge base
Kayako
6.6
Microsoft Dynamics 365

Multi-Channel Help

Kayako
7.4
Microsoft Dynamics 365
Customer portal
Kayako
7.8
Microsoft Dynamics 365
IVR
Kayako
8.0
Microsoft Dynamics 365
Social integration
Kayako
4.7
Microsoft Dynamics 365
Email support
Kayako
8.7
Microsoft Dynamics 365
Help Desk CRM integration
Kayako
7.8
Microsoft Dynamics 365

Sales Force Automation

Kayako
Microsoft Dynamics 365
8.0
Customer data management / contact management
Kayako
Microsoft Dynamics 365
8.5
Workflow management
Kayako
Microsoft Dynamics 365
7.8
Territory management
Kayako
Microsoft Dynamics 365
8.0
Opportunity management
Kayako
Microsoft Dynamics 365
8.5
Integration with email client (e.g., Outlook or Gmail)
Kayako
Microsoft Dynamics 365
8.0
Contract management
Kayako
Microsoft Dynamics 365
7.5
Quote & order management
Kayako
Microsoft Dynamics 365
7.6
Interaction tracking
Kayako
Microsoft Dynamics 365
8.0
Channel / partner relationship management
Kayako
Microsoft Dynamics 365
7.9

Customer Service & Support

Kayako
Microsoft Dynamics 365
8.3
Case management
Kayako
Microsoft Dynamics 365
8.6
Call center management
Kayako
Microsoft Dynamics 365
7.8
Help desk management
Kayako
Microsoft Dynamics 365
8.4

Marketing Automation

Kayako
Microsoft Dynamics 365
7.9
Lead management
Kayako
Microsoft Dynamics 365
8.2
Email marketing
Kayako
Microsoft Dynamics 365
7.7

CRM Project Management

Kayako
Microsoft Dynamics 365
7.9
Task management
Kayako
Microsoft Dynamics 365
7.8
Billing and invoicing management
Kayako
Microsoft Dynamics 365
8.0
Reporting
Kayako
Microsoft Dynamics 365
7.9

CRM Reporting & Analytics

Kayako
Microsoft Dynamics 365
7.9
Forecasting
Kayako
Microsoft Dynamics 365
7.6
Pipeline visualization
Kayako
Microsoft Dynamics 365
8.5
Customizable reports
Kayako
Microsoft Dynamics 365
7.7

Customization

Kayako
Microsoft Dynamics 365
8.0
Custom fields
Kayako
Microsoft Dynamics 365
8.2
Custom objects
Kayako
Microsoft Dynamics 365
8.1
Scripting environment
Kayako
Microsoft Dynamics 365
7.9
API for custom integration
Kayako
Microsoft Dynamics 365
8.0

Security

Kayako
Microsoft Dynamics 365
8.8
Single sign-on capability
Kayako
Microsoft Dynamics 365
8.8
Role-based user permissions
Kayako
Microsoft Dynamics 365
8.7

Social CRM

Kayako
Microsoft Dynamics 365
7.7
Social data
Kayako
Microsoft Dynamics 365
7.6
Social engagement
Kayako
Microsoft Dynamics 365
7.8

Integrations with 3rd-party Software

Kayako
Microsoft Dynamics 365
8.0
Marketing automation
Kayako
Microsoft Dynamics 365
8.1
Compensation management
Kayako
Microsoft Dynamics 365
7.8

Platform

Kayako
Microsoft Dynamics 365
7.4
Mobile access
Kayako
Microsoft Dynamics 365
7.4

Pros

Kayako

  • Gives a very good report on an individual level of what is being done for a customer or corporate issue.
  • Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
  • Nice dashboard view.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics 365

  • Some useful out-of-the-box features, like mass uploads of Leads from trade shows or when qualifying a Lead, CRM automatically creates the Opportunity, Contact, and Account for you, etc.
  • Really powerful customizations through the user interface to improve user experience. Things like Business Rules, for example, if Field A = 1, then Field B = 2 and Field C = 2, if Field A = 2, then Field B and Field C don't apply, so automatically hide them.
  • Or other functionality that improves user experience, like Business Process Flows. These walk users step by step through our business process, helping them know when certain actions should take place, and at what point other data is now required. We've used this extensively with our Lead to Opportunity to Quote to Order process, helping users understand the business process each step of the way.
  • Customizations built on top of the platform now called model-driven PowerApps. You can have connections to "typical" data, like Accounts, Contacts, or Opportunities, for example, but then connect that data to custom entities, records that only apply to your specific business. This is all done through the user interface and allows you to customize and automate specific line-of-business applications for your specific needs.
  • Behind the scenes, D365 CE is built on SQL. So the data conforms to industry standards and makes it much easier to interact with. Your developers and IT team will thank you.
Anonymous | TrustRadius Reviewer

Cons

Kayako

  • Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing.
  • Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer.
  • Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud.
Joshua Tobiansky | TrustRadius Reviewer

Microsoft Dynamics 365

  • Microsoft Dynamics 365 storage & license cost can prohibit some large deployments or even cost-sensitive small projects from using the platform (although I'm certain most deployments would realize a positive ROI if implemented correctly with process automation).
  • The cost and licensing document for Dynamics 365 is 61 pages and will take a rocket scientist to understand it. It's better to just have your Microsoft help estimate the cost if they are willing to help you that.
  • The documentation on how to first fully understand the Out of the Box default solution and settings is lacking or even non-existing. This has the potential to derail Dynamic 365 launches and implementations from the gitgo. Want to use an out of the box entity?.. well it's probably related to 5 other entities that require configuration and full understanding of it to successful implement. And you ask where is the laymen guide or instructions?... User groups and forums. In Summary, Microsoft can up its game in deployment training and supporting documentation.
  • Microsoft needs to incentivize more external platforms to build app connectors for easy integration, such as ZenDesk, Slack, Tableau, etc. Even the current connector apps such as Salesforce, MailChimp, Docusign are useless or don't work at all.
  • Several limitations inhibit successful Dynamics 365 deployments such as: limited number of Rollup field calculations (summarizing fields on child/related records), limited number rows that can exported to Excel via advanced find, Dynamics 365 files, log and database storage size limit is extremely small and will always require purchasing additional storage (for Online deployments).
  • New user buy-in or acceptance or system platform changes can be difficult if a solid change management plan isn't enacted.
  • Don't expect much help from Microsoft on implementation or solutions unless it's a technical flaw with the platform. Microsoft relies on their MVP partner network to consult for implementations at a hefty cost. Hiring a knowledgeable and savvy Dynamics 365 System Administrator can reduce the need for consultant support; of course, this is dependant upon many many variables.
Justin Pink | TrustRadius Reviewer

Likelihood to Renew

Kayako

Kayako 7.8
Based on 11 answers
  • We are grandfathered in on their old Software-assurance pricing and our continued use costs us only a few hundred dollars a year (excluding hosting expenses)
  • Our team's processes are now heavily ingrained in the system
  • We have not been shown a more compelling option that is more cost-effective while still offering all the features we've come to expect
Nathaniel Bannister | TrustRadius Reviewer

Microsoft Dynamics 365

Microsoft Dynamics 365 7.9
Based on 19 answers
CRM has allowed us to keep all of our data in one place that is easy for all users within the company to view. I came into the company after they had been using CRM for about 4 years. They have all said that since we have used this it has helped us control work processes better, it has allowed us to be able to track things so much better, and has been something that has helped unite many processes that used to be all over the place.We are currently using CRM 4.0 and are planning on upgrading in the next 18 months to the 2011 version. Support for 4.0 is almost all but dried up. Understandably so. Some of the customization we have done, and a plugins we use, are now contained within the 2011 version so we are looking forward to that upgrade.We use an email marketing company as well, and they primarily support the 2011 version, but their product connects and is integrated within CRM. This is a great benefit as well so that all of our marketing information can be contained in one location.
Chris Jensen | TrustRadius Reviewer

Usability

Kayako

Kayako 10.0
Based on 1 answer
I did not come from an IT background and I picked this program up quickly
Derrick Green | TrustRadius Reviewer

Microsoft Dynamics 365

Microsoft Dynamics 365 9.0
Based on 8 answers
Things can always be better, but the recent improvements with the Unified Interface have improved both the mobile version and the web application. And effectively making D365 CE customization, formerly known as XRM, part of the Power Platform as a model-driven PowerApp says a lot about the focus for Microsoft. They've vastly modernized the interface for customizers even in the last six months, and with CRM data now being the Common Data Service, this only goes to show that Microsoft will continue to focus on D365 CE functionality and make more and more usability improvements. Microsoft only continues to connect D365 CE to other tools, obviously PowerApps but Flow, SharePoint, Office 365 Groups, OneNote, and Power BI as well, for example, making the tools even more powerful than they are alone. They become both easier to use and can make solving real business problems easier as well.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Kayako

Kayako 7.5
Based on 2 answers
They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.
Marie McCourt | TrustRadius Reviewer

Microsoft Dynamics 365

No score
No answers yet
No answers on this topic

Support Rating

Kayako

Kayako 7.0
Based on 4 answers
  • We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work.
  • Mostly we used their Online KB and step by step instructions to get all of our issues resolved.
Jon Shurtliff | TrustRadius Reviewer

Microsoft Dynamics 365

Microsoft Dynamics 365 10.0
Based on 1 answer
Our partner, Ledgeview Partners has been FANTASTIC to work with. They are always timely in their response and have taken time to understand our business and our specific needs. We've made a lot of advanced customizations and they have been a great help in making those updates.
Todd Jankowski | TrustRadius Reviewer

Implementation Rating

Kayako

Kayako 9.0
Based on 2 answers
Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.
Nathaniel Bannister | TrustRadius Reviewer

Microsoft Dynamics 365

Microsoft Dynamics 365 9.2
Based on 4 answers
We used a data warehouse to house our data, and our IT team and implementation vendor worked diligently ahead of time to construct idea implementation plans. Out of millions of records- we had less than a dozen errors, which is remarkable. My major insight is simply having a group of completely devoted individuals working towards your goal who fully understand the desired outcome. Focused resources for implementation season are critical to success.
Sara Tsoodle | TrustRadius Reviewer

Alternatives Considered

Kayako

We were using Spiceworks for a few years before switching to Kayako but found that it wasn't as customizable or as user friendly for our customers. The SNMP scanning and inventory features with Spiceworks was nice but we needed more of a Help Desk that would allow us to scale our services to more companies.
Jericho Fulgencio | TrustRadius Reviewer

Microsoft Dynamics 365

Salesforce has more desirable functions than Microsoft Dynamics 365, at a competitive price. Its user interface is far more superior, it has more customization, easier customization, and out of the box it is more pleasing to the eye and to the end user. If the client doesn't have a deep-rooted connection with Microsoft I wouldn't leap to Dynamics 365.
Alexander Cooper | TrustRadius Reviewer

Return on Investment

Kayako

  • Tickets were definitely responded to faster once we implemented the audible alarm that would go off when new tickets came into the queue. This was possible because of the API.
  • Since the system was email based we could set our monitoring software up to generate tickets automatically via email for customers when it found something out of the ordinary.
CJ Estel | TrustRadius Reviewer

Microsoft Dynamics 365

  • It is hard to say, the reason why we are using Microsoft Dynamics CRM is because it is provided to us for free.
  • It could be worthwhile to investigate whether an alternative CRM (even though paid) can be used to boost the ROI
Anonymous | TrustRadius Reviewer

Pricing Details

Kayako

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Microsoft Dynamics 365

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Kayako
5.1
Microsoft Dynamics 365
8.3

Likelihood to Renew

Kayako
7.8
Microsoft Dynamics 365
7.9

Usability

Kayako
10.0
Microsoft Dynamics 365
9.0

Reliability and Availability

Kayako
7.5
Microsoft Dynamics 365

Support Rating

Kayako
7.0
Microsoft Dynamics 365
10.0

Online Training

Kayako
Microsoft Dynamics 365
7.5

Implementation Rating

Kayako
9.0
Microsoft Dynamics 365
9.2

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