What is Dynamics 365?

What is Dynamics 365?

Dynamics 365 is a set of intelligent business applications from Microsoft that helps you run your entire business and deliver greater results through predictive, AI-driven insights. Moreover, Dynamics 365 unifies your Customer Relationship Management (CRM) and Enterprise Relationship Planning (ERP) using a range of purpose-built apps.

Each app has been created to help manage core business functions such as Sales, Marketing, Customer Service, Project Service Automation, Finance and Operations, Talent (HCM), Customer Insight and Field Service. With Dynamics 365, you can license the apps you need to improve business efficiency. Apps can be added to each user at any time. The system works hand-in-hand with Office 365 apps and their integration is getting tighter and tighter with each release. 

Microsoft Dynamics 365

Microsoft Dynamics 365 CRM Apps?    

There are 5 different apps within Dynamics 365 that provides a CRM system. They support Sales and Marketing processes as well as Customer Service and Filed Service.   

  • Dynamics 365 Sales: This is the most used by sales teams and sales managers. It allows leads to be managed into opportunities. Keeps track of interactions with customers. The system allows sales teams to be measured against sales goals, and enables sales leaders to manage their forecast.

TOP Tip 
Enhances this capability with its Sales Add-ons.

  • Dynamics 365 Marketing: Marketing processes are supported with this app. Capabilities such as email and social marketing, nurture campaigns, lead scoring, provide information for next actions to acquire and retain customers.

There are many other options to use, some have been around longer and prove really good value for money.
Check out our Click Dimensions pages.

  • Dynamics 365 Customer Service:  Customer service teams can use the system to add and track issue progress. Knowledge management systems can be used by customers via a service portal or internally by agents to help resolve issues quicker. Larger implementations are supported by case routing and service queues. Agreed SLAs can be tracked and pre-paid support entitlements can be deprecated as the service desk is used.
  • Dynamics 365 Project Service Automation: Manage your professional services team with this app. From quote > order > delivery, project financials are managed. The system allows resources be managed and scheduled, there is functionality to allow users to add time sheets and expenses.

The system is great for very large organisations, smaller organisation are better served by a simpler project solution see our project service solution page.

What are the Dynamics 365 ERP Solutions? 

Dynamics 365 ERP solutions are focussed on your core accounting, manufacturing, and distribution needs, but extend to much more. Overall, their value to your business is to increase your automation, efficiency, control, and scalability. At the highest level, there are two main Dynamics 365 ERP solutions to choose from:  Business Central and  Finance & Operations.

  • Dynamics 365 Business Central: This suits small and medium-sized businesses. Previously Dynamics 365 Business Central was called NAV or Navision.

Top tip: Business Central Dynamics 365 for Sales (CRM) can easily be integrated into Xero or Sage or any other ERP / Finance system. See our CPQ / Quote Solution.

  • Dynamics 365 Finance & Operations: Is ERP for large companies with complex needs e.g. multiple lines of business, international operations, or discrete & process manufacturing needs. Dynamics 365 Finance & Operations was called AX or Axapta. Within Finance & Operations there are two different apps:
            1. Dynamics 365 Finance: Includes budgeting, project management, financials, and accounting for large, international companies.
            2. Dynamics 365 Supply Chain Management: Includes engineering, manufacturing, warehousing, and distribution. Excels at multi-level warehousing and complex discrete & process manufacturing.

Dynamics 365 “Common Data Service” what does that mean? 

Making an organisation’s system talk to each other has tremendous benefits, it helps information flow around the organisation speeding up business processes. For instance, the ability to close a quote as WON and then see the data appearing in the finance system ready to invoice provides tremendous benefits to the quote to cash process.

To make this example work, products databases, company and contact data plus order details and payments statuses need to be synchronised. To help with this problem as well as many others, Microsoft solutions use a  common data service; in effect, it’s a common way in which data can be transferred between systems.

The common data model works across apps, such as Office 365  or any other business app with a standardised API – Microsoft Office 365, Power BI, Microsoft Power Automate and many more.  Partners can build solutions using this platform to improve integration.


Microsoft is adding more and more capability to its platform of business branded Dynamics 365 apps. The capabilities of these apps can support your business needs, but it would be wise to get some help and guidance on how the app can be best used. Some apps might on the face of it provide what you need but the devil is in the detail. Sometimes other third-party apps can be used to get a better result.

CRM Dynamics Ltd has been applying this type of capability for 20 years and can give you a free investigation into your requirements and guide you to how to get the most from the platform.

Contact us if you require assistance.

Thea Selvaggi
[email protected]