Dynamics 365 Customer Service 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
User Reviews

Overview

Dynamics 365 Customer Service

4.4

(7)

Pricing

Pricing available upon request

About Dynamics 365 Customer Service

Microsoft Dynamics 365 provides integrated solutions that allow businesses to better track leads, automate field service, drive sales, and improve operations using mobile, enterprise-ready business apps from the cloud.

The system's business apps, ranging from sales & customer service to financials and operations, are designed to be deployed as a package or independently as companies grow and expand, and all work together as part of a larger software solution.

Microsoft Dynamics 365 offers supporting apps for iOS, Androids, and Windows Phone; they are available offline, so users can work without data connectivity and data will sync automatically once a connection is reestablished.

Seamless integration with Outlook, Lync, SharePoint, OneNote, Word, and other Microsoft applications to save time and minimize double-entry. The system is designed for collaboration; users can interact in Yammer, quickly add colleagues to projects and meetings, and view where others are working in documents in real-time.

Dynamics 365 Customer Service Screenshots

Dynamics 365 Customer Service Pricing and Plans

Starting price: Connect with an advisor for pricing

Free Trial

Free Version

Basic

Pricing available upon request

No plan information available

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Dynamics 365 Customer Service Features

Popular features found in Customer Service
Alerts/Escalation
Automated Routing
Call Center Management
Conversation Intelligence
CRM
Knowledge Base Management
Queue Management
Reporting & Statistics
Surveys & Feedback
More features of Dynamics 365 Customer Service
AI Copilot
Autoresponders
Email Management
Live Chat
Multi-Channel Communication
Real-Time Monitoring
Support Ticket Management
Third-Party Integrations

Dynamics 365 Customer Service User Reviews

Overall Rating

4.4

Ratings Breakdown

57%

29%

14%

Secondary Ratings

Ease of Use

4.1

Value for money

3.8

Customer support

4.3

Functionality

4.6

Have you used Dynamics 365 Customer Service and would like to share your experience with others?

Bo K.

Verified reviewer

Banking

10000+ employees

Used daily for more than 2 years

Review source

Reviewed December 2023

The Very Best

Integrated perfectly well with the products within company.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The product can anticipate customer behavior, and needs or issues and can provide solutions, and this feature is the best when dealing with very large volume of customers, especially focused on an area in a timeline. It can foresee scenarios, create reports to let you see the future of a project if delivered, and can provide many real-time predictions which is very helpful when deciding to go live with a project that would effect the whole company.

Cons:

Cannot say anything bad about the product, maybe only if the first installation could have been faster instead of taking some time.

Verified

Reviewer

Warehousing

51-200 employees

Used daily for less than 2 years

Review source

Reviewed June 2024

Robust enterprise-focused customer service software

Ratings Breakdown

Ease of use

Functionality

Pros:

Dynamics 365 Customer Service is great for its issue tracking and service desk capabilities, including email-to-ticket conversion and live website chat management.

Cons:

Incapability of its to login one account on different windows.

Lynn S.

Verified reviewer

Biotechnology

51-200 employees

Used daily for more than 2 years

Review source

Reviewed December 2022

Customer Service Hotspot

I've dealt with worse customer service but this app is a product to give chances to.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The ability to be able to connect with customer support anytime anywhere to help you out with any product needs is fantastic. They are very friendly and helpful.

Cons:

Depending on the customer service chat, email or phone call, it can be 50/50 as to if your problem will be solved in a timely manner.

Verified

Reviewer

Information Technology and Services

2-10 employees

Used daily for more than 2 years

Review source

Reviewed June 2023

D365 for Customer Service

We have been deploying D365 for various clients, be it in the financial sector (brokers, consulting, tax, banking, wealth management) to retail to property management/development to education to marketing, etc. etc. We are yet to find a scenario where Dynamics was not able to make a positive improvement in the way our clients operate. The most important proviso is that proper consulting takes place - the client and consultant need to understand each other - business vs. product vs. expectation.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Highly configurable, well thought-through. All aspects of customer service functionality in a single, tidy package. And whatever you don't get, you can most likely integrate with. A robust solution with Microsoft backing their product reputation.

Cons:

For smaller to lower-end-mid-tier businesses, the pricing may be steep. However, with proper consultation and guidance, Microsoft should likely find ways to make the solution more affordable. And once the business starts reaping the rewards, the costs are soon justified.

Reasons for choosing Dynamics 365 Customer Service

Best product fit, reputable vendor, comprehensive support.

Verified

Reviewer

Computer Software

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed May 2023

Good case management features

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Allows the creatin and the management of a centralized knowledge base which reduces resolution times.

Cons:

Integration with third-party or legacy systems is a bit harder than integrating with other Microsoft products.

Verified

Reviewer

Insurance

11-50 employees

Used daily for more than 2 years

Review source

Reviewed September 2023

A valuable product for customer service needs

Overall it does what it should and offers key features to assist with customer service needs.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The ease of use and functionality are the key pluses for this product and I would recommend this product.

Cons:

You definitely need a developer to deploy this product and customize if you aren't using out the box functionality.

Victoria C.

Verified reviewer

Telecommunications

10000+ employees

Used weekly for less than 2 years

Review source

Reviewed March 2023

Dynamics 365 Customer Service review

It's a great tool for Customer serviceKeep all customer data in one place.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It is a great tool fr offering customer care to clients and for bringing all clients together in one location so that we can provide support.The Dynamics 365 customer support team responds quickly to all enquiries.

Cons:

The product is decent but a little pricey.

Showing 1 - 7 of 7 Reviews