Why Microsoft Dynamics 365 Customer Service?
Microsoft Dynamics 365 Customer Service is a leading platform for delivering seamless, personalized support across channels. It offers:
- Engage across all channels: Connect with customers via chat, email, phone, and social media.
- AI-powered automation: Use Copilot and intelligent routing to reduce resolution time.
- Knowledge management: Empower agents with contextual knowledge and self-service tools.
- Case management: Streamline ticket handling with customizable workflows and automation.
According to Gartner Peer Insights, Dynamics 365 scores 4.3/5 with high marks in workflow automation (9.4), response automation (9.3), and mobile support (9.0).
How does it Compare to ServiceNow?
| Feature |
Dynamics 365 |
ServiceNow |
| Workflow Automation | 9.4 | 8.8 |
| Response Automation | 9.3 | 8.5 |
| Mobile Support | 9.0 | 7.4 |
| Knowledge Base | 9.0 | 8.4 |
| Customization | 9.3 | 8.5 |
| Customer Portal | 8.8 | 8.7 |
Source: G2
TekStack – Your Proven Partner
TekStack is a Microsoft partner purpose-built for B2B tech companies. We help you deploy Dynamics 365 Customer Service with speed and precision using our accelerators:
- Live Agent Enablement: Rapid setup of agent consoles and routing rules.
- Bot Agent Deployment: Integrate AI-powered bots for 24/7 support.
- Customer Portals: Launch branded portals for ticket tracking and self-service.
- Workflow Templates: Pre-built flows for case management, escalations, and SLAs.
TekStack’s platform integrates seamlessly with Power BI, Teams, and Power Apps, recognized leaders by Gartner.
Analyst Validation
- Gartner: Dynamics 365 is a top performer in CRM Customer Engagement, with strong scores in automation, integration, and usability.
- G2: Users rate Dynamics 365 higher than ServiceNow in workflow, mobile support, and customization.
- PeerSpot: Dynamics 365 is preferred for affordability and ease of use, while ServiceNow suits complex enterprise workflows.
TekStack in Action
360-degree customer views
Portal Accelerator
Built-in workflows and email notifications
Expert-led setup
Ongoing support
Frequently Asked Questions (FAQs)
What is Microsoft Dynamics 365 Customer Service?
Microsoft Dynamics 365 Customer Service is a cloud-based platform that helps organizations deliver seamless, personalized support across channels like chat, email, phone, and social media. It features AI-powered automation, knowledge management, and customizable workflows.
How does Dynamics 365 Customer Service compare to ServiceNow?
Dynamics 365 outperforms ServiceNow in workflow automation, response automation, mobile support, knowledge base, and customization, according to G2 feature ratings. Both platforms are highly rated, but Dynamics 365 is preferred for agility and agent mobility.
What are TekStack Accelerators?
TekStack Accelerators are pre-built solutions that speed up the deployment of Dynamics 365 Customer Service. They include live agent enablement, bot agent deployment, branded customer portals, and workflow templates for case management and SLAs.
Can TekStack integrate with other Microsoft products?
Yes! TekStack’s platform integrates seamlessly with Power BI, Teams, and Power Apps: recognized leaders by Gartner in analytics, collaboration, and low-code application development.
How quickly can I deploy Dynamics 365 Customer Service with TekStack?
TekStack offers an accelerated implementation plan, including expert-led setup, built-in workflows, portal accelerators, and ongoing support to help you go live faster.
Is Dynamics 365 Customer Service suitable for mid-market and enterprise organizations?
Yes, Dynamics 365 is ideal for mid-market and enterprise organizations seeking workflow efficiency, customization, and scalability.
