Item: Microsoft Dynamics 365 Customer Service
Rating: 8
Author: Verified User

Overall Satisfaction with Microsoft Dynamics 365 Customer Service

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

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

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.

Alternatives Considered

Oracle CRM On Demand

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.

Key Insights

Do you think Microsoft Dynamics 365 Customer Service delivers good value for the price?

Yes

Are you happy with Microsoft Dynamics 365 Customer Service's feature set?

Yes

Did Microsoft Dynamics 365 Customer Service live up to sales and marketing promises?

Yes

Did implementation of Microsoft Dynamics 365 Customer Service go as expected?

Yes

Would you buy Microsoft Dynamics 365 Customer Service again?

Yes

Other Software Used

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

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

Comments

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Microsoft Dynamics 365 Customer Service: The all-in-one powerhouse for exceptional service.

Software Version

Modules Used