Microsoft Dynamics 365

Microsoft Dynamics 365

Sales, Service and a whole lot more.

What is Dynamics 365?

Dynamics 365 is the bringing together of Microsoft's Customer Relationship Management platform (Dynamics CRM) and their ERP systems (Dynamics AX and Dynamics NAV). These components sit side-by-side and are accessed via a single consistent User Interface. Data can be sync'd betwen the CRM and ERP systems. Dynamics 365 licensing is modular; you can license your users for just the Apps they need, or via bundled Plans.

Dynamics 365 Apps

Dynamics 365 functionality spans the following Apps:

  • Sales (& Marketing)

  • Customer Service

  • Field Service

  • Project Service Automation

  • Finance & Operations, Business edition

  • Finance & Operations, Enterprise edition

Purchasing Options

You can purchase Dynamics 365 in a number of ways, including:

  • Via the Dynamics 365 cloud service

  • As on-premise software

  • As a Managed Service from a MS Partner

Dynamics 365 for Sales

High level features within Sales include:

  • Lead Management

  • Sales Pipeline Management

  • Relationship Management

  • Product Catalogue

  • Quoting, ordering and invoicing

  • Dashboards & Reports

Dynamics 365 for Customer Service

Customer Service features include:

  • Case/Incident Management

  • Contracts, entitlements and SLAs

  • Service Scheduling & Calendar

  • Dashboards & Reports

Dynamics 365 for Field Service

Field Service includes:

  • Optimized resource scheduling

  • Service agreement capabilities

  • Native mobile field service apps

  • Dashboards & Reports

Dynamics 365 for Finance and Operations

Operations provides extensive ERP functionality, including:

  • Financial Management

  • Human Capital Management

  • Manufacturing, Distribution & Retail

  • Supply Chain Management

  • Production

  • Procurement and Sourcing

Marketing

Within Marketing you can:

  • Plan and execute Marketing Campaigns

  • Manage your Marketing Lists

  • Conduct marketing automation activities

  • Access marketing dashboards & reports

Customizations, Extensions & Integrations

In addition to the out-of-the-box features Dynamics 365 CRM is a highly customizable and extensible platform, that can be integrated with practically anything.

Customizations
Customizations

Capture custom business information with additional fields and record types.


Automate business processes via workflows, dialogs and business process flows.


Present and analyse your Dynamics 365 data using custom dashboards and reports, including in Microsoft Power BI.

Extensions
Extensions & Add-ons

SharePoint integration can be enabled for Document Management. This could be further extended with the implementation of SharePoint folder and permission management plug-ins.


Many Third Party add-ons are available, for example, for Computer-Telephony Integration (CTI), Document Generation and advanced Marketing Automation.

Integrations
Integrations

Dynamics 365 CRM is great on its own, but it really shines when it is integrated with your Line-of-Business applications and website(s). These integrations can be implemented using a range of modern, supportable techniques. Once integrated, Dynamics 365 CRM can essentially become the "Command & Control" system for your business.