# 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/pricing

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# 

 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.

[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

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## 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 (18,765)](https://www.capterra.com/p/61368/Salesforce/reviews/)

Starting Price

Contact vendor

Starting Price

$25

Per User, Per Month

Free Trial

Free Version

Pricing Options

Free Trial

Free Version

Ease Of Use

4.1 (7)

Ease Of Use

4.0 (18,100)

Value For Money

3.8 (6)

Value For Money

4.0 (12,789)

Customer Service

4.3 (6)

Customer Service

4.1 (14,021)

## Dynamics 365 Customer Service alternatives

[4.6 (1,713)](https://www.capterra.com/p/62194/LiveChat/reviews/)

Starting price

$25.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

95%

of reviewers

rated it above 4 stars

[4.4 (4,070)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Starting price

$39.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

89%

of reviewers

rated it above 4 stars

Highest Rated

[4.7 (1,753)](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 (3,407)](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

[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

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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

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## 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.

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