360 Score: 3.36
For Vendors


  • Washington, USA
  • 1975
  • More than $100 BN
Company Overview
Dynamics 365 Customer Service helps develop brand affinity and customer loyalty. Empower teams with the streamlined data and integrated technology they need to deliver smooth, customized experiences.


360-degree customer views
  • Deliver value at every touchpoint and personalise every interaction.
  • Interact with customers on their preferred channel—from chat and SMS to email and phone to Facebook Messenger.
  • Create a single, consistent service experience through a threaded view of the customer experience.
  • Quickly offer the most relevant knowledge articles to deliver more accurate results.
Improve productivity
  • Optimise agent performance and improve customer engagement by analysing operations and agent interactions
  • Empower agents to be more productive and avoid escalations. Make smarter suggestions with agent-facing bots that use contextual data about customers and business.
  • Resolve cases faster with cross-company collaboration and easily connect agents with subject matter experts.
  • Intelligently route cases by topic or channel to the best-fit agent.
  • Learn from customers based on their feedback submitted through surveys.
Unify technology
  • Build a single source of truth and make better business decisions with Common Data Service.
  • Use the Common Data Model to ensure customer service agents are referencing the same customer data as other departments in company, across all business processes and apps.
  • Reveal insights from your data with AI when you compile all data in a single and secure location.

Dynamics 365 is the next generation of CRM and ERP applications which accelerates the growth of the business. Dynamics 365 transforms CRM and ERP by employing intelligence to all forms of data. This allows organisations to grow from reactive business decisions to proactive insights that empower employees to speed up business results. Dynamics 365 is the world’s connected business cloud intended to help better recognize business and act tactically to be successful.

Evaluated against 128 key buying criteria
  • Cloud
  • On-Premise
  • Consulting
  • Live Support Chat
  • Maintenance & Troubleshoot
  • System Integration
  • Ticketing
  • CRM Integration
  • Data ImpEx Tools
  • Email Tracking/Automation
  • Mobile User Support
  • Social Collaboration Features
  • Task Management
  • Contact Management
  • Opportunity Management
  • Quote Management
  • Track Customer Feedback
  • Email Marketing
  • Marketing Campaigns
  • User tracking capabilities
  • Hybrid
  • Calls and Voice
  • Partner Applications
  • Social Network Integration
  • Contract Management
  • Forecastig & Tracking
  • Product & Pricing Management
  • Campaign Management
  • Call Scripting
  • Knowledge Portal
  • Make, Receive, and Record Calls
  • Products and Version Tracking
  • APIs
  • Internationalization
  • Performance Management
  • Revenue Analytics
  • ROI Analytics
  • Test Environments
  • Workflow Capability
  • Content Management
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#1 Sales Automation / Quote Management
#2 Sales Automation / Opportunity Management
#3 Sales Automation / Track Customer Feedback
#4 Marketing Automation / User tracking capabilities
#5 Marketing Automation / Marketing Campaigns


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