Microsoft Dynamics 365 Customer Service

Score8 out of 10

26 Reviews and Ratings

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.

Categories & Use Cases

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Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 8.9
Ticket response
Agents can easily follow up with customers.
Category average: 8.7
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.7

External knowledge base
Customers can self-service by searching through help articles.
Category average: 8.2
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.2
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.5

Most Frequent Users

Top 3 industries using Microsoft Dynamics 365 Customer Service.

Based on HG Insights installation data

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#1 most frequent

Professional, Scientific, and Technical Services

24.3%

538 installations of 2,212

#2 most frequent

Manufacturing

12.4%

275 installations of 2,212

#3 most frequent

Finance and Insurance

8.3%

183 installations of 2,212

Verified User

Professional in Professional Services (51-200 employees)

Use Cases and Deployment Scope

D365 Customer Service is, as with the entire Dynamics 365 suite, not just software but a platform. The Customer Service module is a comprehensive platform that handles cases, SLAs, escalations, queues/routing, communication, and automation like a champ. Beyond just having the capabilities to extend the product via Power Apps (the whole solution is essentially a model-driven app), you can also augment it with Power Automate for workflows/notifications/etc., as well as Power BI for reporting and analytics. It also has native integration with things like Outlook and Microsoft Teams (connected chats are a huge bonus). Being a platform naturally means you can tailor your Customer Service needs to your business, so you can fine-tune it for your purposes.

Pros

Relationships
Communication
Portal
Extendibility/customizations.
Process management.

Cons

Expansion of Teams integration.
Multiple communication channel timelines (internal, external, 'swarm' capabilities).

Return on Investment

Simplified consolidated reporting.
Simplified customer surveys (Microsoft Voice).
Centralized notes on client environments and connection details.

Usability

Alternatives Considered

ConnectWise PSA and CloudBlue PSA

Other Software Used

Microsoft Dynamics 365 Business Central, Microsoft Power BI, Microsoft Power Automate

Verified User

Consultant in Information Technology (501-1000 employees)

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

Routing
Different Channel Support
Intuitive user interface
Continues improvement in the product
Integration with other Microsoft services and products

Cons

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

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

Alternatives Considered

Oracle CRM On Demand

Other Software Used

Microsoft Dynamics 365 Field Service (FieldOne), Microsoft Dynamics 365 Marketing, Microsoft Dynamics 365 Finance

Verified User

Representative in Sales (1001-5000 employees)

Pros

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.

Cons

It occasionally crashes or slow down, but it usually works great.
Costly.

Most Important Features

The scope of services.
Dedicated to the client.
Strong consulting collaboration.

Return on Investment

Creativity way.
Foster increase in revenue.
Improving decision-making.
Culture of good relationship/service.

Alternatives Considered

Salesforce Service Cloud

Microsoft Dynamics 365 Customer Service

What is Microsoft Dynamics 365 Customer Service?

Categories & Use Cases

Videos