What is it?
Dynamics 365 is an application platform that combines elements of customer relationship management (CRM) and enterprise resource planning (ERP), as well as productivity applications and AI tools.
Dynamics 365 was launched in 2016 when Microsoft combined the AX platform (the ERP solution) with CRM Dynamics, Microsoft’s CRM solution.
Dynamics 365 apps and features.
D365 has two major versions – Business, Enterprise – each of which contains features and applications at different levels.
Customer Insights — Integrates 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 analysis and visualization, and artificial intelligence tools for identifying costumer behavior and providing predictive scoring.
Customer Services – tools for managing customers in a multi-channel model, self-service and customer communities, and tools for support agents.
Field Services – resource scheduling, contract management, inventory management, IOT insight and customer communication tools.
Finance and Operations – financial management with reporting and analysis; Production tools for project management, production planning, scheduling, and cost management; and warehouse and inventory control tools for supply chain management.
Marketing — Connects Dynamics CRM to the cloud and social networks to provide targeted and personalized campaign management and marketing tools.
Project Service Automation – project planning, resource scheduling, time and expense management and service analysis.
Retail – unified trading tools, store and employee management, merchandise management and operational insights.
Sales – provides information on leads, personalization and customer engagement, sales productivity, and performance metrics.
Talent – HR cloud services are connected to LinkedIn to manage all areas of HR, from placement, recruitment, and onboarding to managing HR programs.
The Benefits of Dynamics 365
By integrating Dynamics 365 CRM and ERP with Microsoft’s productivity applications, organizations and system users get a connected view of data intelligence on customer records, transactions, behaviors, and preferences, along with information on orders, inventory, and shipping, as well as insights and forecasting tools.
The biggest advantage of Dynamics 365 is its tight integration with other Microsoft business applications. For companies that rely heavily on Office 365 and Outlook, or run operations on Azure, Dynamics 365 provides more beneficial integration with Microsoft products than most CRM systems, which rely on third-party plug-ins. Microsoft is also increasing the stability of its third-party applications for compatibility with Dynamics 365 through the AppSource store.
Additional benefits of Dynamics 365 include a common user interface across Microsoft’s suite of business applications, enabling easier training and improved efficiency.
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