# Dynamics 365 Customer Service Software Pricing, Alternatives & More 2026 | Capterra > 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: https://www.capterra.com/p/213170/Dynamics-365-Customer-Service --- # Dynamics 365 Customer Service Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on March 15, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. 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[Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[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/) Top alternative Featured Overall rating Based on 7 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Contact vendor for pricing 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://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.microsoft.com&name=Dynamics 365 Customer Service) ## 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. [4.4 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price Contact vendor Starting Price $39 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.1 (7) Ease Of Use 4.3 (3,603) Value For Money 3.8 (6) Value For Money 4.2 (2,657) Customer Service 4.3 (6) Customer Service 4.3 (2,766) ## Dynamics 365 Customer Service alternatives [4.5 (824)](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 (1,133)](https://www.capterra.com/p/134347/Intercom/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars Highest Rated [4.5 (3,415)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.4 (18,781)](https://www.capterra.com/p/61368/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/213170/Dynamics-365-Customer-Service/alternatives/) ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. 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 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. 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 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 16 features A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users System alerts about the need to escalate an issue or request Create and automatically send premade copy in response to customer messages Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. AI-based platform which conducts a conversation via auditory or textual methods Provides a channel for team members to share media files, communicate, and work together Manage, store and organize emails within the system or via third-party apps Use AI to generate content in the form of text, images, videos, etc. Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Ability to chat online in real time Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Active monitoring of systems, applications, or networks Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Allow customers/users to submit support queries and service requests 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 Contact vendor for pricing 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 AU 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. AU 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. AU 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. AU 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. Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)