Intro
Dynamics 365 is a cloud-first SaaS subscription that brings customer relationship management (CRM) and enterprise resource planning (ERP) capabilities onto one platform. It connects natively to the Microsoft tools your team already uses, including Outlook, Excel, and SharePoint, along with several other applications.
Dynamics 365 is delivered cloud-first, similar to Salesforce. The Customer Engagement apps also offer an on-premises option, but most teams run it in the cloud.
Moreover, Dynamics 365 has native integration with Power Apps, Power BI, Power Automate, and Microsoft 365.
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CRM and ERP Apps In One Platform
Dynamics 365 is modular. You license only the applications that deliver value for your business, and you add more as you grow. The whole family is built for flexibility and extensibility.
The apps span both ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management), plus add-ons that extend each side. The CRM side, also called the Customer Engagement or Business Applications side, runs the customer-facing work: sales, service, field operations, and marketing. The ERP side runs core operations: finance, supply chain, and commerce.
Dynamics 365 (D365) adapts to fit almost any organization because of this flexibility.
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Dynamics 365 apps and features
Dynamics 365 is modular, so you pick the apps that fit your needs. Pricing is driven by which apps you license and how many users need each one.
Dynamics 365 Sales
Dynamics 365 Sales includes tools that help you increase the productivity of your sales people. The module allows you to streamline the whole process of creating quotes, leads, and opportunities, as well as manage your customer relationships, schedule appointments, and track sales activities. You will also be able to boost sales performance with the CRM tool's built-in sales analytics capabilities, such as the ability to track monthly or quarterly sales goals, manage sales rep performance, and forecast sales.
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Microsoft Dynamics 365 Customer Service
Dynamics 365 Customer Service helps support teams resolve issues fast and keep satisfaction high. It pulls every inquiry, from phone, email, chat, and self-service, into one organized queue, so no request slips through. Case management, knowledge articles, and Copilot-assisted responses give agents what they need to answer quickly and consistently.
Dynamics 365 Field Service
Dynamics 365 Field Service is an established Dynamics 365 app. It helps the field service sector with their business process and workflow. The product is designed to help track down issues and organize knowledge workers who are in the field to deal with issues at the customer site. For field service companies making customer satisfaction a top priority at all times, Dynamics 365 Field Service is the solution that helps them to manage customer interactions and keep their customers happier.
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Dynamics 365 Finance and Supply Chain Management
Microsoft split the former Finance and Operations application into two: Dynamics 365 Finance and Dynamics 365 Supply Chain Management. Finance manages accounting, the general ledger, budgeting, and financial reporting across multi-company and multi-currency scenarios. Supply Chain Management handles inventory, warehousing, production planning, and logistics. These ERP apps sit outside Twelverays' Customer Engagement delivery focus.
Dynamics 365 Commerce
Dynamics 365 Commerce provides multiple ways to create a digital shopping experience for users of all kinds, from your own website to social media to e-commerce marketplaces such as Amazon.com and eBay.com.
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Dynamics 365 Customer Insights
Microsoft's marketing and customer-data app is now Dynamics 365 Customer Insights. It has two parts. Customer Insights - Journeys, formerly Dynamics 365 Marketing, builds and automates real-time customer journeys across email, events, and other channels. Customer Insights - Data unifies customer data into a single profile that the rest of Dynamics 365 can act on. The combined offering became generally available in September 2023, and new deployments lead with real-time journeys rather than the legacy outbound module.
Dynamics 365 Business Central
Dynamics 365 Business Central is Microsoft's established all-in-one ERP for small and mid-sized businesses. It combines finance, sales, service, and operations in a single app, taking day-to-day work out of small business management. It sits on the ERP side of the platform, outside Twelverays' Customer Engagement delivery focus.
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Dynamics 365 Project Operations
Dynamics 365 Project Operations allows you to manage all the aspects of a project within the application, rather than having to rely on a separate resource for project management. This includes cost management, work management, and resource management. It also includes an interactive Gantt chart that allows you to track the progress of your project, as well as providing up-to-date reports that can provide you with all the relevant information you need to keep your project moving along.
Dynamics 365 Human Resources
Microsoft launched Dynamics 365 on November 1, 2016, combining CRM, ERP, and the cloud into a single integrated platform with built-in intelligence. Microsoft's HR capabilities now live in Dynamics 365 Human Resources, which has been folded into the Finance and Operations infrastructure. The earlier Dynamics 365 for Talent apps were retired, and recruiting moved to LinkedIn Talent Hub. HR is part of the broader platform, not part of Twelverays' practice.
