--- description: Review of Dynamics 365 Customer Service Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice Ireland. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Dynamics 365 Customer Service | Reviews, Pricing & Demos - SoftwareAdvice IE --- Breadcrumb: [Home](/) > [Customer Service Software](/directory/255/customer-service/software) > [Dynamics 365 Customer Service](/software/28653/dynamics-365-customer-service) # Dynamics 365 Customer Service Canonical: https://www.softwareadvice.ie/software/28653/dynamics-365-customer-service Page: 1 / 2\ Next: [Next page](https://www.softwareadvice.ie/software/28653/dynamics-365-customer-service?page=2) > 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. > > Verdict: Rated **4.4/5** by 7 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.4/5** | 7 Reviews | | Ease of Use | 4.1/5 | Based on overall reviews | | Customer Support | 4.3/5 | Based on overall reviews | | Value for Money | 3.8/5 | Based on overall reviews | | Features | 4.6/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Microsoft - **Location**: Redmond, US - **Founded**: 1975 ## Commercial Context - **Pricing model**: Per Feature - **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop) - **Supported Languages**: English - **Available Countries**: United States ## Features - AI Copilot - Alerts/Escalation - Autoresponders - Call Centre Management - Chatbot - Collaboration Tools - Email Management - Generative AI - IVR - Knowledge Base Management - Live Chat - Multi-Channel Communication - Real-Time Monitoring - Reporting & Statistics - Support Ticket Management - Third-Party Integrations ## Support Options - Email/Help Desk - Knowledge Base - Phone Support ## Category - [Customer Service Software](https://www.softwareadvice.ie/directory/255/customer-service/software) ## Related Categories - [Customer Service Software](https://www.softwareadvice.ie/directory/255/customer-service/software) - [Online Help Desk Software](https://www.softwareadvice.ie/directory/3529/online/software) - [Help Desk Software for Schools](https://www.softwareadvice.ie/directory/3857/schools/software) ## Alternatives 1. [Salesforce Sales Cloud](https://www.softwareadvice.ie/software/2764/salesforce-sales-cloud) — 4.4/5 (18781 reviews) 2. [Zendesk Suite](https://www.softwareadvice.ie/software/26892/zendesk-talk) — 4.4/5 (4079 reviews) 3. [LiveChat](https://www.softwareadvice.ie/software/27068/livechat) — 4.6/5 (1721 reviews) 4. [LiveAgent](https://www.softwareadvice.ie/software/109980/liveagent) — 4.7/5 (1780 reviews) 5. [Freshdesk](https://www.softwareadvice.ie/software/110247/freshdesk) — 4.5/5 (3418 reviews) ## Reviews ### "The Very Best" — 5.0/5 > **Bo** | *15 December 2023* | Banking | Recommendation rating: 10.0/10 > > **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. > > Integrated perfectly well with the products within company. ----- ### "Robust enterprise-focused customer service software" — 5.0/5 > **Verified Reviewer** | *14 June 2024* | Warehousing | Recommendation rating: 10.0/10 > > **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. ----- ### "Customer Service Hotspot" — 3.0/5 > **Lynn** | *20 December 2022* | Biotechnology | Recommendation rating: 5.0/10 > > **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. > > I've dealt with worse customer service but this app is a product to give chances to. ----- ### "D365 for Customer Service" — 5.0/5 > **Verified Reviewer** | *27 June 2023* | Information Technology & Services | Recommendation rating: 9.0/10 > > **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. > > 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. ----- ### "Good case management features" — 4.0/5 > **Verified Reviewer** | *15 May 2023* | Computer Software | Recommendation rating: 8.0/10 > > **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. ----- Page: 1 / 2\ Next: [Next page](https://www.softwareadvice.ie/software/28653/dynamics-365-customer-service?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.ie/software/28653/dynamics-365-customer-service) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data