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Microsoft Dynamics 365 Customer Service

Score7.7 out of 10

26 Reviews and Ratings

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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

Key Features

Learn about the best (and worst!) features Microsoft Dynamics 365 Customer Service has to offer, as determined by TrustRadius' reviewers.
Based on 26 ratings of Microsoft Dynamics 365 Customer Service's features
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Top Performing Features

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 8.7

  • Subscription-based notifications

    Users subscribe to notifications for ticket updates

    Category average: 7.9

  • Ticket creation and submission

    Users and agents can easily enter new support requests.

    Category average: 9

Areas for Improvement

  • IVR

    Includes an interactive voice response system for routing callers to the correct agent or information.

    Category average: 8.2

  • ITSM collaboration and documentation

    Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

    Category average: 7.8

  • External knowledge base

    Customers can self-service by searching through help articles.

    Category average: 8.2

Reviews

What users are saying about Microsoft Dynamics 365 Customer Service.
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Microsoft Dynamics 365 Customer Service: The all-in-one powerhouse for exceptional service.

Verified User
Consultant in Information Technology (501-1000 employees 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

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

Incentivized
Verified User
Representative in Sales (1001-5000 employees 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