Microsoft Dynamics 365 Customer Service: The all-in-one powerhouse for exceptional service.
July 02, 2024

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

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Dynamics 365 Customer Service Enterprise

Modules Used

  • Voice Channel Add-in
  • Chat Add-in
  • Digital Messaging Add-in
  • Digital Messaging and Voice Add-in

Overall Satisfaction with Microsoft Dynamics 365 Customer Service

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

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
  • 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.
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.

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

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

Incident and problem management
8.2
Organize and prioritize service tickets
10
Expert directory
8
ITSM collaboration and documentation
3
Ticket creation and submission
10
Ticket response
10
Self Help Community
5.5
External knowledge base
3
Internal knowledge base
8
Multi-Channel Help
7.8
Customer portal
8
IVR
5
Social integration
8
Email support
10
Help Desk CRM integration
8

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