Microsoft Dynamics 365

Microsoft Dynamics 365 is a cloud-based business applications platform that combines components of customer relationship management (CRM) and enterprise resource planning (ERP), along with productivity applications and artificial intelligence tools.


Dynamics 365 launched in 2016, when Microsoft combined Dynamics AX — its ERP application — with its Dynamics CRM application. Microsoft was one of the first major vendors to combine the capabilities of ERP and CRM natively.

Microsoft Dynamics 365 apps and features

The Dynamics 365 suite is available in two editions, Business or Enterprise, each with different levels of features and applications.

Microsoft Dynamics ERP CRM
Microsoft Dynamivs 365 Products

Companies can choose from the following Microsoft Dynamics 365 applications and features:

– Customer Insights

Combines customer data from Dynamics 365, Office 365 and third-party data sources, and helps users find actionable insights from that data. Includes Power BI for analytics and visualization, and artificial intelligence tools to identify customer behaviors and provide predictive scoring.

– Customer Service

Omnichannel customer engagement tools, customer self-service and communities, and tools for support agents.

– Field Service

Scheduling resources, contract management, inventory management, insight into internet of things-connected products and customer communications tools.

– Finance and Operations

Financial management with reporting and analytics; manufacturing tools for project management, production planning, scheduling, and cost management; and warehouse and inventory control tools for supply chain management.

– Project Service Automation

Project planning, resource scheduling, time and expense management, and service analytics.

– Retail

Unified commerce tools, store and employee management, merchandise management and operational insights.

– Sales

Provides intelligence on prospective customers, personalization and customer engagement, sales productivity and performance metrics.

Benefits of Dynamics 365

By combining Dynamics 365 CRM and ERP with Microsoft’s productivity applications, users get a connected view of data intelligence on customer records, transactions, behaviors and preferences, along with information about orders, inventory and shipping, and in addition to predictive insight tools for decision-makers.

The biggest benefit of Dynamics 365 is tight integration with other Microsoft business applications. For companies that rely heavily on Microsoft [Office] 365 and Outlook, or that run operations on Azure, Dynamics 365 provides more beneficial integration with sister products than most CRM systems, which rely on third-party plug-ins. Microsoft is also growing its stable of third-party applications to pair with Dynamics 365 through the AppSource store.

Additional Dynamics 365 benefits include a common User Interface (UI) throughout Microsoft’s suite of business applications, enabling easier training and improved efficiency.