Dynamics 365 Customer Service Reviews & Product Details

The metric charts are helpful, that all i feel like Review collected by and hosted on G2.com.

Form Customization and Screen Real Estate:

- There is a frustrating lack of flexibility in adjusting the size of form layouts and data fields. Unnecessary components often consume excessive screen real estate, leading to poor optimization of the workspace and limiting the visibility of fields critical for daily operations.

Lookup Field Performance and Functionality:

- The performance of lookup fields (selection boxes) is noticeably slower compared to other platforms. More restrictively, the search function requires matching the query from the beginning of the entry (e.g., the exact start of the phrase). Unlike other tools that search for any data that contains the keyword (e.g., typing 'alert' should find a record with '[Received alert for logging-in in another device]'), Dynamics 365 forces us to type the initial characters, which severely impedes efficiency with complex data.

Performance and Memory Consumption:

- The application's memory usage is extremely high (often consuming 2–3 GB) during work sessions. This severely impacts browser performance (specifically Chrome), leading to significant lag and slow operation.

Integration Effectiveness:

- In my experience, the integration between the NICE CXOne system and Dynamics 365 Customer Service is not effective or lacks the robustness required for seamless workflow. Review collected by and hosted on G2.com.

The platform makes it easy to track cases, manage workflows, and provide timely support Review collected by and hosted on G2.com.

Some customization features need technical skills, and a few functionalities could be easier to use Review collected by and hosted on G2.com.

Since I have experience managing customer interactions across platforms like social media and email, this feature makes it incredibly easy to handle everything in one place. I also appreciate how it integrates with tools like Teams and Outlook, which helps me stay organized and respond quickly. Review collected by and hosted on G2.com.

What I dislike about Dynamics 365 is how complex it can be. There’s a lot to learn, and the interface sometimes feels cluttered.ñ Review collected by and hosted on G2.com.

Dynamics CRM is relatively easy to use and easy to set up with documentation from Microsoft Learn, and if you are stuck, Microsoft Support is easy to approach, all you need is to raise a ticket, we use it every day, and it has numerous excellent features such as SLA's, KPI's. Finally, its easy integration with team chat and calls is great. Review collected by and hosted on G2.com.

Sometimes, to do some advanced customisation, you need basic Javascript knowledge Review collected by and hosted on G2.com.

Efficient customer support , Seamless case management and Comprehensive customer insights. Review collected by and hosted on G2.com.

Complex setup process and Lack of robust reporting. Review collected by and hosted on G2.com.

Raise and get updates about the tickets. We use the system to resolve any issues with clients accounts. Review collected by and hosted on G2.com.

sometimes a bit complicated to use. If you do not press reply, the ticket won't go to the team to respond/act on it Review collected by and hosted on G2.com.

It's flexibility, it's capacity to use an omnichannel approach, a continue amelioration of the product, it's integration with all other Dynamics models Review collected by and hosted on G2.com.

The integration with a tear 2 ERP like Business Central Review collected by and hosted on G2.com.

The integration and ease of how all pieces work together has really streamlined things for our company. Review collected by and hosted on G2.com.

We had a few hiccups with the implementation but that fell on our company more than the platform. Review collected by and hosted on G2.com.

This application is literally my bread and butter. I work in customer service support for SQL and this is the best application for maintaining all the records of service request request Review collected by and hosted on G2.com.

The default view is a bit confusing initially. It takes time and lot to get used to GUI and how to use the tool and customise it accordiñgly. Sometime s the app is very slow Review collected by and hosted on G2.com.

It's has in build capabilities for omnichannel services, AI enable tools like unified routing Review collected by and hosted on G2.com.

Many Email Mangement tools are not upto mark Review collected by and hosted on G2.com.