Microsoft Dynamics 365 Customer Service is designed to create positive experiences through any channel and on any device to exceed customer expectations.
$50
per month per user
Pricing
Microsoft Dynamics 365 Customer Service
Editions & Modules
Dynamics 365 Customer Service Professional
$50
per month per user
Add-In - Chat
$60
per month per user
Dynamics 365 Customer Service Enterprise
$105
per month per user
Dynamics 365 Customer Service Premium
$195
per month per user
Offerings
Pricing Offerings
Microsoft Dynamics 365 Customer Service
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup Fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
Microsoft Dynamics 365 Customer Service
Considered Both Products
Microsoft
Verified User
Chose Microsoft Dynamics 365 Customer Service
It's a slightly slower platform, but it is much more robust at capturing all the details we need. We've also augmented base functionality with custom spin-off entities and processes for things like creating design documents, resourcing, and managing SLAs and notifications. …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Microsoft Dynamics 365 Customer Service
I have worked with Oracle CRM On Demand earlier, mainly for case management and basic customer support workflows. Oracle CRM was stable and worked fine for standard use cases, but customization was limited and changes usually required more effort and time. Integrations with …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Key User Insights
Would buy again
No answers on this topic
Delivers good value for the price
No answers on this topic
Happy with the feature set
No answers on this topic
Lived up to sales and marketing promises
No answers on this topic
Implementation went as expected
No answers on this topic
Features
Microsoft Dynamics 365 Customer Service
Incident and problem management
Comparison of Incident and problem management features of Microsoft Dynamics 365 Customer Service
Feature
Microsoft Dynamics 365 Customer Service
7.4
3 Ratings
10% below category average
Organize and prioritize service tickets
9.13 Ratings
Expert directory
1.43 Ratings
Subscription-based notifications
7.02 Ratings
ITSM collaboration and documentation
6.83 Ratings
Ticket creation and submission
10.03 Ratings
Ticket response
10.03 Ratings
Self Help Community
Comparison of Self Help Community features of Microsoft Dynamics 365 Customer Service
Feature
Microsoft Dynamics 365 Customer Service
4.6
3 Ratings
54% below category average
External knowledge base
4.93 Ratings
Internal knowledge base
4.23 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Microsoft Dynamics 365 Customer Service
Suitable for ticketing that might also require routing to 'queues' and capturing communication timelines. Not as suitable for heavily credentials-management-type organizations or organizations that are not on the Microsoft stack. Also, not as suitable for organizations that have very high needs for knowledge base management or organizations that do not have resources or a partner to help extend the capabilities.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It's not as simple as some of the other offerings, but it is fairly intuitive. The design philosophy is a little more bloated, but it can be streamlined by customizing views and forms (pages) to be organized for end users. Once it is set up, though, assuming your UI choices and design are intuitive, it is simple for end users to use.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I have worked with Oracle CRM On Demand earlier, mainly for case management and basic customer support workflows. Oracle CRM was stable and worked fine for standard use cases, but customization was limited and changes usually required more effort and time. Integrations with other systems were also not very flexible. Microsoft Dynamics 365 Customer Service is much stronger in terms of flexibility and scalability. The biggest advantage is tight integration with the Microsoft ecosystem like Outlook, Teams, Power Automate, and Power Apps, which makes automation and productivity much better. Case management, SLAs, queues, and omnichannel features are more advanced and easier to configure.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
