Microsoft Dynamics 365 Customer Engagement

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Microsoft Dynamics 365 Customer Engagement is a customer relationship management (CRM) business solution that helps you improve marketing capabilities for your business, drive your sales higher, and provide excellent customer service to your users.

Overview of Dynamics 365 Customer Engagement Apps

Dynamics 365 Sales 

Dynamics 365 Sales enables salespeople to build strong relationships with their customers, take actions based on insights, and close sales faster. 

Use Dynamics 365 Sales to keep track of your accounts and contacts, nurture your sales from lead to order, and create sales collateral. It also lets you create marketing lists and campaigns, and even follow service cases associated with specific accounts or opportunities.


Dynamics 365 Marketing

Dynamics 365 Marketing is a marketing automation application that helps turn prospects into business relationships. The app is easy to use, works seamlessly with Dynamics 365 Sales, and has built-in business intelligence. 


Use Dynamics 365 Marketing to:


Create graphical templates for email messages and landing pages to support marketing initiatives.


Create an automated, multi-channel campaign that sends personalized email messages, generates follow-up activities, launches workflows, and more. Track campaigns and analyze results to build profitable long-term relationships.


Set up automated lead-scoring rules that automatically identify your hottest leads based on how they interact with your events and customer journeys. As soon as a lead meets an agreed-on sales-ready score, the system automatically routes it to a salesperson to follow up while the lead is still hot. Route the most promising leads to sales when they reach an agreed-on sales-ready grade.


Use dashboards and reports to track the performance of your marketing initiatives, and to identify your best lead sources and marketing activities. Bring together sales and marketing results to track and increase their impact on your business.


Organize and promote in-person or webinar events, which include an online portal that attendees can use to review the event schedule and speakers, and to register for the event.


Quickly target and connect with the right LinkedIn prospects via direct integration with Dynamics 365.


 Dynamics 365 Customer Service

The customer experience is the heart of Dynamics 365 Customer Service. 

The applcation provides seamless, end-to-end customer service experiences within a single solution built on the Microsoft cloud to deliver consistent, connected support across channels.


Use Dynamics 365 Customer Service to:


Track customer issues through cases and record all interactions related to a case.


Share information in the knowledge base


Create queues and route cases to the right channels


Create and track service levels through service-level agreements (SLAs)


Define service terms through entitlements


Create and schedule services


Participate in chats and manage conversations across channels

  Dynamics 365 Field Service

The Dynamics 365 Field Service business application helps organizations
deliver onsite service to customer locations. The application combines
workflow automation, scheduling algorithms, and mobility to set up
mobile workers for success when they’re onsite with customers fixing

Typical types of organizations that use the application to manage their field service: manufacturing, Utilities, Healthcare, Equipment maintenance


Dynamics 365 Customer Insights (CDP)

Dynamics 365 Customer Insights is a part of Microsoft’s customer data platform (CDP) that helps deliver personalized customer experiences. The platform’s capabilities provide insights into who your customers are and how they engage with your platform. Unify customer data across multiple sources to get a single view of customers.

Dynamics 365 Customer Engagement
Industry Accelerators

Industry Accelerator helps rapidly deploy solutions specific to your industry. Common industry accelerators include:

  • Education
  • Manage the complete student journey that complements any student information system.

  • Financial Services
  • Drive business growth and productivity while delighting your customers.

  • Healthcare
  • Deliver better experiences and care by connecting people, data, and processes.

  • Retail
  • Create rich, connected experiences across the end-to-end buying journey

  • Manufacturing
  • Manufacture a more resilient and sustainable future by driving innovation.

  • Non-Profit
  • Empower not-for-profit and other charitable organizations to achieve their objectives without losing focus on delivering quality service and maintaining strong relations with donors and volunteers who make achieving success possible.


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