--- title: "Dynamics 365 Customer Service Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Dynamics 365 Customer Service Software - reviews, pricing plans, popular comparisons to other Customer Service products and more." source_url: "https://www.capterra.com/p/213170/Dynamics-365-Customer-Service/" page_type: "product" language: "en" --- # Dynamics 365 Customer Service Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on September 16, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) Dynamics 365 Customer Service ## What is Dynamics 365 Customer Service? Microsoft Dynamics 365 Customer Service is an omnichannel customer service management solution that helps businesses identify and solve service issues to create personalized buyer experiences. Quickly create workflows and automate repetitive tasks, leverage artificial intelligence (AI) to deliver proactive service, empower employees with mobile apps on every device, and more. ## What is Dynamics 365 Customer Service used for? [Customer Service](https://www.capterra.com/customer-service-software/)[Live Chat](https://www.capterra.com/live-chat-software/) Top alternative Featured Overall rating Based on 7 user reviews Reviews sentiment Positive \- Neutral \- Negative \- ### Starting price Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Dynamics 365 Customer Service?[Manage this product listing](https://www.g2.com/products/dynamics-365-customer-service/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Dynamics 365 Customer Service 4.4 (7) VS. [4.5 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting Price Contact vendor Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.1 (7) Ease Of Use 4.5 (5,805) Value For Money 3.8 (6) Value For Money 4.4 (4,826) Customer Service 4.3 (6) Customer Service 4.5 (4,856) ## Dynamics 365 Customer Service alternatives [4.6 (798)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars Highest Rated [4.7 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.5 (830)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [4.5 (522)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars ## FAQs about Dynamics 365 Customer Service Overview ### What company size and specific industries is Dynamics 365 Customer Service built for? Dynamics 365 Customer Service is designed for organizations of any size that need omnichannel customer service capabilities. The vendor description does not name specific industries or sectors, so the product appears suited to general customer support teams across a wide range of business types. Features and Usability ### What are the key features of Dynamics 365 Customer Service? Dynamics 365 Customer Service offers support ticket management, case routing, and call center management for handling customer requests. It also includes multi-channel communication through live chat, email management, SMS messaging, IVR, and chatbots, plus a knowledge base, self-service portal, AI Copilot, and reporting and real-time analytics. Integrations ### Which third-party tools and platforms does Dynamics 365 Customer Service integrate with? Dynamics 365 Customer Service integrates with ClickDimensions and RingEX for marketing email and client contact workflows. These integrations connect customer service activity with communication and outreach tools, giving teams a small but focused set of third-party options for handling client interactions and follow-up tasks. Answer based on 1 reviews Getting Started and Support ### What training and onboarding options does Dynamics 365 Customer Service offer? Dynamics 365 Customer Service provides live online training sessions to help teams get started. Live online sessions support guided instruction and allow participants to follow setup steps, ask questions, and review product features in real time. Getting Started and Support ### What customer support options does Dynamics 365 Customer Service offer? Dynamics 365 Customer Service provides email/help desk, a knowledge base, and phone support. With no reviewer feedback available on support experience, the support options can only be described by channel, not by response speed, helpfulness, or common frustrations. ## Features AI summary Based on 5,357 Customer Service reviews Capterra data shows that buyers of Customer Service software rank the following features as their top priorities: - **Support Ticket Management** (**43%** of reviewers rated this feature as critical) - **Call Center Management** (**42%**) - **Multi-Channel Communication** (**39%**) Dynamics 365 Customer Service supports all three of the features reviewers rate most highly: **Support Ticket Management**, **Call Center Management**, and **Multi-Channel Communication**. Together, these capabilities help businesses manage service requests efficiently, coordinate customer interactions across phone and digital channels, and maintain more consistent support operations, allowing teams to respond faster and improve the overall customer experience. Support Ticket Management 4.2 (6) 66.67% of 6 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Multi-Channel Communication 4.1 (7) 71.43% of 7 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Knowledge Base Management 4.1 (7) 71.43% of 7 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Alerts/Escalation System alerts about the need to escalate an issue or request Autoresponders Create and automatically send premade copy in response to customer messages Dynamics 365 Customer Service 18 features ### All Features - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - Alerts/Escalation: System alerts about the need to escalate an issue or request - Autoresponders: Create and automatically send premade copy in response to customer messages - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Contact Management: Manage, organize, and store contact information - Email Management: Manage, store and organize emails within the system or via third-party apps - Generative AI: Use AI to generate content in the form of text, images, videos, etc. - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Live Chat: Ability to chat online in real time - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Support Ticket Management: Allow customers/users to submit support queries and service requests - Third-Party Integrations: Set up connections to third-party platforms to improve business processes --- Get Advice We can help you find the software with the features you need. Features 4.6 (7) 4.6 Based on 7 reviews ## Pricing Value for money 3.8 (6) ### Starting price Free trial not available Value for money 3.8 (6) 3.8 Based on 6 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.3 (6) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.3 (6) 4.3 Based on 6 reviews ## User reviews Overall rating 4.4 Based on 7 reviews Filter by rating 5(4) 4(2) 3(1) 2(0) 1(0) Mentioned topic Sorted by most recent AN Anonymous User Customer Service Representative Warehousing ### "Robust enterprise-focused customer service software" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 10/10 June 14, 2024 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Bo K. Customer Service Ambassador Banking ### "The Very Best" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 December 15, 2023 Integrated perfectly well with the products within company. 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AN Anonymous User IT Administrator Insurance ### "A valuable product for customer service needs" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 September 28, 2023 Overall it does what it should and offers key features to assist with customer service needs. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Ops Director Information Technology and Services ### "D365 for Customer Service" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 June 27, 2023 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. 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AN Anonymous User Computer Engineer Computer Software ### "Good case management features" 4.0 Overall Rating 4.0 4.0 Ease of Use 2.0 2.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 May 15, 2023 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. Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. VC Victoria C. Digital Support Admin Telecommunications ### "Dynamics 365 Customer Service review" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 March 4, 2023 It's a great tool for Customer serviceKeep all customer data in one place. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. LS Lynn S. adminstrative Biotechnology ### "Customer Service Hotspot" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 5/10 December 20, 2022 I've dealt with worse customer service but this app is a product to give chances to. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.