---
description: Learn more about Dynamics 365 Customer Service pricing, benefits, and disadvantages for your business in Canada. Read verified software reviews and find tools that fit your business needs.
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title: Dynamics 365 Customer Service Pricing, Reviews & Features - Capterra Canada 2026
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# Dynamics 365 Customer Service

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> Customer service management solution that helps businesses identify and solve service issues to create personalized buyer experiences.
> 
> Verdict: Rated **4.4/5** by 7 users. Top-rated for **Likelihood to recommend**.

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## Overview

### Who Uses Dynamics 365 Customer Service?

Omnichannel for customer service

## Quick Stats & Ratings

| Metric | Rating | Detail |
| **Overall** | **4.4/5** | 7 Reviews |
| Ease of Use | 4.1/5 | Based on overall reviews |
| Customer Support Software | 4.3/5 | Based on overall reviews |
| Value for Money | 3.8/5 | Based on overall reviews |
| Features | 4.6/5 | Based on overall reviews |
| Recommendation percentage | 90% | (9/10 Likelihood to recommend) |

## About the vendor

- **Company**: Microsoft
- **Location**: Redmond, US
- **Founded**: 1975

## Commercial Context

- **Pricing model**: Per Feature
- **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+
- **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop)
- **Supported Languages**: English
- **Available Countries**: United States

## Features

- Alerts/Escalation
- Call Center Management
- Knowledge Base Management
- Reporting & Statistics

## Support Options

- Email/Help Desk
- Knowledge Base Software
- Phone Support

## Category

- [Customer Service Software](https://www.capterra.ca/directory/22/customer-service/software)

## Alternatives

1. [Freshdesk](https://www.capterra.ca/software/124981/freshdesk) — 4.5/5 (3408 reviews)
2. [Salesforce Sales Cloud](https://www.capterra.ca/software/61368/salesforce) — 4.4/5 (18768 reviews)
3. [Zendesk Suite](https://www.capterra.ca/software/164283/zendesk) — 4.4/5 (4072 reviews)
4. [LiveChat](https://www.capterra.ca/software/62194/livechat) — 4.6/5 (1715 reviews)
5. [LiveAgent](https://www.capterra.ca/software/102188/liveagent) — 4.7/5 (1753 reviews)

## Reviews

### "Robust enterprise-focused customer service software" — 5.0/5

> **Verified Reviewer** | *June 14, 2024* | Warehousing | Recommendation rating: 10.0/10
> 
> **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.

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### "The Very Best" — 5.0/5

> **Bo** | *December 15, 2023* | Banking | Recommendation rating: 10.0/10
> 
> **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.
> 
> Integrated perfectly well with the products within company.

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### "Customer Service Hotspot" — 3.0/5

> **Lynn** | *December 20, 2022* | Biotechnology | Recommendation rating: 5.0/10
> 
> **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.
> 
> I've dealt with worse customer service but this app is a product to give chances to.

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### "D365 for Customer Service" — 5.0/5

> **Verified Reviewer** | *June 27, 2023* | Information Technology & Services | Recommendation rating: 9.0/10
> 
> **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.
> 
> 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.

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### "Good case management features" — 4.0/5

> **Verified Reviewer** | *May 15, 2023* | Computer Software | Recommendation rating: 8.0/10
> 
> **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.

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## Links

- [View on Capterra](https://www.capterra.ca/software/213170/dynamics-365-customer-service)

## This page is available in the following languages

| Locale | URL |
| en | <https://www.capterra.com/p/213170/Dynamics-365-Customer-Service/> |
| en-AE | <https://www.capterra.ae/software/213170/dynamics-365-customer-service> |
| en-AU | <https://www.capterra.com.au/software/213170/dynamics-365-customer-service> |
| en-CA | <https://www.capterra.ca/software/213170/dynamics-365-customer-service> |
| en-GB | <https://www.capterra.co.uk/software/213170/dynamics-365-customer-service> |
| en-IE | <https://www.capterra.ie/software/213170/dynamics-365-customer-service> |
| en-IL | <https://www.capterra.co.il/software/213170/dynamics-365-customer-service> |
| en-IN | <https://www.capterra.in/software/213170/dynamics-365-customer-service> |
| en-NZ | <https://www.capterra.co.nz/software/213170/dynamics-365-customer-service> |
| en-SG | <https://www.capterra.com.sg/software/213170/dynamics-365-customer-service> |
| en-ZA | <https://www.capterra.co.za/software/213170/dynamics-365-customer-service> |

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