Chapter 3

Dynamics 365 Modules

In this chapter, you will learn everything you need to know about Microsoft Dynamics 365 Modules and their categories. This will help you further understand Microsoft Dynamics 365 products, what they are, what benefits they bring, and some of the features they include.

dynamics 365 modules

Microsoft Dynamics 365 has so many different modules that one might not be sure which one is the right application to fit their company’s needs and requirements.

So, to help you understand everything you need to know about Dynamics 365 modules we will first divide Microsoft Dynamics 365 modules for:

And after that, we furthermore split these applications into different application categories and those are:

At this point, we will give you an overview of each module within the category. After this article, you will understand each Microsoft Dynamics 365 application and where you need to go next, to learn more about each individual application.

Dynamics 365 Modules Overview

Microsoft Dynamics 365 modules can be separated into two different categories based on the size of the company.

These applications will be generally recommended depending on the size of your organization, but it doesn’t mean you cannot choose based on your needs.

It is only because smaller companies typically need less function and customization and rather prefer automation, integration, and product competitiveness in the marketplace which means less expensive.

However, as I said, if your SMB company needs more advanced features, then choosing modules for enterprises will be more appropriate.

And vice-versa if your medium or large company doesn’t need the advance and customized features, then modules in a business category will be more suitable.

The great thing about Dynamics 365 is that they are made based on your needs, so you don’t have to pay extra for features and capabilities you don’t need.

Dynamics 365 ERP & CRM Business Modules (for Small and Medium)

Dynamics 365 Business modules are typically recommended for businesses with around 250 employees. These modules include:

  • Dynamics 365 Business Central: This is an all-in-one enterprise resource management system for small and medium-sized businesses to manage finance, supply chain, sales, and customer service and operations.
  • Dynamics 365 Sales (Professional): is sales force automation with core Dynamics 365 Sales capabilities and Microsoft 365 integration.
  • Dynamics 365 Customer Service (Professional): This is customer service automation with core Dynamics 365 Customer Service capabilities.

As I said, these applications are typically recommended to fit the needs of SMBs or the need for general features without advanced capabilities.

The benefits of these applications are that they are more affordable for smaller companies as they do not need to pay for features and capabilities that they would not need to use. Also, users can learn faster using such applications enabling shorter adoption time and an increase in productivity.

Also, these applications still come with leading Microsoft AI, Automation, Business Intelligence, and Cloud technology.

Dynamics 365 ERP & CRM Enterprise Modules (for Medium and Large Sized Businesses)

Dynamics 365 ERP & CRM Enterprise modules are more robust applications offering more advanced features and customization for larger businesses. Dynamics 365 Enterprise modules include:

  • Dynamics 365 Finance: This is financial management designed to support large ad complex organizations to maximize financial visibility and profitability.
  • Dynamics 365 Supply Chain Management: Enterprise-scale supply chain solution for operations leaders to transform their manufacturing and supply chain processes.
  • Dynamics 365 Intelligent Order Management: Automates order fulfillment, optimizes inventory using machine learning.
  • Dynamics 365 Sales (Enterprise): Is leading sales force automation with advanced Dynamics 365 Sales capabilities.
  • Dynamics 365 Customer Service (Enterprise): Is leading customer service management with advanced Dynamics 365 Customer Service capabilities.

Later in this article, we will explain in more detail each application and the pricing options and capabilities each module offers. For now, you should have a better understanding of what each application is used for, thus, you can easier find the one that might be appropriate for your needs.

All Size Fit Dynamics 365 ERP & CRM Modules

Microsoft also provides other solutions that are suitable whether you are a small, medium, or large size business. These applications are still affordable for small businesses, yet powerful to fit the needs of large global operations.

Dynamics 365 Modules for all:

  • Dynamics 365 Commerce: This is a retail and e-commerce complete Omni-channel solution that unifies back-office, in-store, and digital experiences to personalize customer engagement, increase employee productivity, optimize operations, and deliver better business outcomes.
  • Dynamics 365 Project Operations: This is a project management solution that connects your sales, resourcing, project management, and finance teams to win more deals, accelerate delivery, empower employees, and maximize profitability.
  • Dynamics 365 Human Resources: This is a human management solution that helps go beyond traditional personnel management to improve organizational agility, optimize HR programs, and transform employee experiences.
  • Dynamics 365 Field Service: Provides complete field Service Management including service agreements, predictive maintenance, preventative maintenance, work order management, resource management, product inventory, scheduling and dispatch, mobility, collaboration, customer billing, and analytics.
  • Dynamics 365 Marketing: This 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.

So now, let’s dive into different business application categories and explain the benefits and features of each application:

Dynamics 365 ERP Modules

Microsoft Dynamics 365 ERP modules are among the top leading ERP applications used by thousands of companies across the world with hundreds of thousands of users.

Microsoft Dynamics 365 has been recognized as a Leader in ERP technology in which they assessed more than twenty Enterprise Resource Planning (ERP) solutions on functionality and usability.

And it is among the top three ERP providers in Malaysia and around the world. Plus Microsoft ensures that all their products are seamlessly connected with a similar unified interface allowing users to quickly get familiar with their tools.

So, let’s discuss the ERP modules developed by Microsoft:

Dynamics 365 Business Central

Microsoft Dynamics 365 Business Central is an all-in-one enterprise resource management solution designed for small-medium business to centralize their operation, automate repetitive tasks, simplify processes, and reduce the number of tools needed to run business operations.


Dynamics 365 Business Central is one of the favorite options by SMBs as it removes usual complications with standalone business applications and disconnected processes and centralizes operations across finance, operations, sales, marketing, and customer service, and provides easy integration with applications such as payroll, banking apps and custom app run business more effectively.

Dynamics 365 Business Central gives you the 360-degree view of your business with easy to create dashboards, built-in business intelligence, and analytics; proactively informing and guiding your employees.

And more benefits of Dynamics 365 Business Central includes:

  • Low Cost of Ownership
  • Seamless Integration with Microsoft 365 and 3rd Party Tools
  • ERP & CRM Capabilities in One System
  • High-level enterprise-level security
  • Flexible and easy to scale


Here is an overview of Microsoft Dynamics 365 Business Central features:

  • Unlimited users
  • Unlimited number of companies
  • Customization and extensibility
  • Multi-environment
  • Finance Management
  • Sales and marketing
  • Sales and delivery
  • Purchasing and payables
  • Inventory
  • Supply planning and availability
  • Project management
  • Service management
  • Warehouse management
  • Manufacturing

Dynamics 365 Finance

Dynamics 365 Finance is financial management solution to monitor financial performance. It empowers business users to control finances, simplify, automates, and centralize global financial operations, maximize financial visibility and profitability. It gives accurate information at any time for financial planning and forecasting, and stay up to date with analytics tools


Because finance is the core of any business, it’s important to be acquainted with the capabilities of Dynamics 365 Finance. It helps Finance helps companies accelerate their business growth and elevate their financial performance.

Dynamics 365 Finance enables you:

  • Accelerate your business growth: Finance helps businesses adapt quickly to changing market demands and drive rapid business growth by providing unified global financials and operations features to empower people to make fast, informed decisions.
  • Using built-in dashboards: financial leaders can gain insight into their financial data, have 360-degree visibility across all operating units, such as departments and cost centers, and make intelligent decisions to stay competitive in today’s fast and ever-changing global market.
  • Elevate your financial performance: Finance helps companies drive margin revenue growth with a centralized, global financial management solution that delivers robust financial intelligence and embedded analytics in real-time to help increase profitability.
  • Modern, user-friendly interface design: that is flexible enough to run on any device and platform that supports Microsoft technology. Mobile devices are now a part of people’s daily lives, and employees can use their devices to access and use Finance anytime and anywhere in a secure environment.
  • Empowers employees with role-based workspaces: that provide intelligent automation, task prioritization, and integration with Microsoft 365 applications to maximize efficiency for positive business outcomes.
  • Excel seamless integration: Microsoft Excel is the most popular tool among finance users. Employees can open data from any page in Finance in Excel, manipulate data, and publish the data back to Finance.
  • Reduce operation expense: Minimizing operational costs across business geographies with financial process automation, encumbrance, budget planning, budget control, and three-way matching.
  • Streamline asset management: Efficiently track values, and reduce reporting errors with centralized, automated processes for managing your capitalized assets from acquisition through disposal.


Microsoft Dynamics 365 Finance capabilities include:

  • Accounts payable
  • Accounts receivable
  • Asset leasing
  • Budgeting
  • Cash and bank management
  • Cost accounting
  • Expense management
  • Financial reporting
  • Fixed assets
  • Finance insights
  • General ledger and financial reporting
  • Project management and accounting
  • Public sector

Dynamics 365 Supply Chain Management

Dynamics 365 Supply Chain Management is an enterprise-scale supply chain solution for managing manufacturing and supply chain processes such as production, asset, warehouse, procurement, cost inventory, product information, and other management processes.


Dynamics 365 Supply Chain Management enables you:

  • Enhance visibility: Dynamics 365 Supply Chain Management helps you enhance end to end visibility of your supply chain. It helps you resolve top supply & demand issues by prioritizing production priorities with better prediction of the upstream and downstream impact
  • Gain agility: Gain agility so that you can consistently deliver products On-Time by performing supply and production planning in near real-time. This ensures that you will always have the right resources – inventory, people, equipment – at the right place and at the right time.
  • Workforce transformation: Seamlessly integrates with mixed reality applications like Dynamics 365 Guides which offer an interactive holographic experience. This helps Increase workforce efficiency & deliver a faster ROI by training the workforce faster with an interactive learning experience.
  • Optimize cost: Help you reduce costly downtime of business-critical equipment, improve OEE and maximize their longevity by performing predictive maintenance before disruptive failures occur. SCM has an integrated asset management system that can easily surround your legacy ERP as well. You can enrich this with IoT & Mixed reality seamlessly with low code to no code.

As per Mckinsey, a resilient supply chain that can wither any disruptions due to enhanced end to end visibility and planning agility can deliver increased productivity by 20-40%, reduce overall inventory (Raw, FG & WIP) by 10-30%, compress lead times by up to 20% and improve overall equipment effectiveness by up to 30%.


Microsoft Dynamics 365 capabilities include:

  • Asset management
  • Cost accounting
  • Cost management
  • Inventory management
  • IoT Intelligence
  • Master planning
  • Procurement and sourcing
  • Product information management
  • Production control
  • Sales and marketing
  • Service management
  • Transportation management
  • Warehouse management

Dynamics 365 Intelligent Order Management

Dynamics 365 Intelligent Order Management is a feature that is part of the Dynamics 365 enterprise software suite. It uses machine learning to automate and optimize the order fulfillment process and inventory management, increasing efficiency and improving customer satisfaction. It can help businesses to manage the entire order-to-cash process, from order capture, through inventory allocation, and delivery, to invoicing and payment, in a single system.


Dynamics 365 Intelligent Order Management offers several benefits, including:

  • Automation of order fulfillment process: It streamlines the process of order management by automating tasks such as inventory allocation, delivery scheduling, and invoicing.
  • Inventory optimization: It uses machine learning to predict demand and optimize inventory levels, reducing the risk of stockouts and overstocking.
  • Improved customer satisfaction: The system can help businesses to provide accurate delivery dates, reduce delays, and improve order tracking, resulting in a better customer experience.
  • Increased efficiency: The automation and optimization features of Dynamics 365 Intelligent Order Management can help businesses to reduce manual errors and save time, resulting in increased efficiency.
  • Better decision-making: By providing real-time insights into order and inventory data, the system can help businesses to make better-informed decisions.
  • Integration: It can be integrated with other Dynamics 365 applications and other third-party systems, allowing businesses to share data and automate processes across multiple departments and systems.


The Intelligent Order Management solution involves key application areas like order capture, rule-based validation engine, intelligent order orchestration, and integration with distributed order management (DOM)-enabling fulfillment.

  • Order flows to support the key revenue drivers of sell-side, such as order fulfilment and return order flows.
  • Architecture for intake of orders from any e-commerce or electronic order system to orchestrate a touchless order system through data flows to intake and transform a document to a Microsoft Dataverse order.
  • Status tracking and event-based system to allow the customer operations team to understand the status of an order in real time.
  • Orchestration engine build on Power Automate to provide low-code/no-code design of order flows.
  • Intelligence through orchestration flexibility and the incorporation of AI models for fulfilment decisions.
  • Connector and extension capabilities to allow connection to any system required by the customer.
  • Rich partner ecosystem of connectors for accounting or business application, inventory, DOM, fulfilment, delivery providers, tax, denied-party screening, address validation, pricing, freight rating, payment integration, and more.
  • Integration of the inventory service to provide real-time visibility to inventory for order orchestration.
  • Integration with the Commerce DOM service. DOM will be the single point of fulfilment determination that will be incorporated into the order orchestration flows.
  • Integration with the Commerce headless commerce component (order capture) to intake orders into Dataverse. Enable connection to headless commerce to trigger fulfillment through Intelligent Order Management order orchestration.

Dynamics 365 Commerce

Dynamics 365 Commerce is an end-to-end retail and e-commerce solution enabling unified retail processes across all channels to build brand loyalty through personalized customer engagement, increase revenue with employee productivity, optimize operations to reduce costs, and drive supply chain efficiencies, ultimately delivering better business outcomes.


Dynamics 365 Commerce gives you:

  • Everything to build and run digital commerce: Streamline your business and end-to-end commerce solution that scales to your needs across traditional and emerging channels. Built-in web authoring and development tools enable you to create engaging intelligent digital storefronts, while a connected marketing and headless commerce platform enable seamless management of content, assets, promotions, inventory, and pricing across channels.
  • Build loyalty and exceed customer expectations: Use clienteling tools to gain a comprehensive view of your customer and respond to their needs at every level of engagement, based on customer profile, history, and preferences that flow across physical and digital channels. Empower your employees to foster lasting relationships through AI-driven recommendations, customer insights, and loyalty programs that elevate brand appeal.
  • Flexible and intelligent omnichannel experience: Unify physical and digital commerce by providing consistent experiences to customers across cloud search and discovery, product reviews, wish lists, inventory, gift cards, and loyalty. Allow customers to purchase when, how, and where they want, on any device—while providing choice around modern payment methods and product collection or delivery.
  • Streamline operations using AI in the cloud: Drive omnichannel commerce experiences and integrated, optimized back-office operations through ingrained, pervasive, and context-aware cloud intelligence. Use advanced merchandising, inventory management, distributed order management, and pricing and promotion to innovate and stay ahead of the competition. Derive insights by visualizing and analyzing comprehensive and consistent data across all aspects of your business. Use AI-driven technologies to provide accessible websites, protect your business against payment fraud, and efficiently moderate user-generated content like ratings and reviews.


Dynamics 365 Commerce features include:

  • AI product recommendation
  • Digital commerce
  • Fraud protection integration
  • Pricing B2B & B2C e-commerce
  • Stores management
  • Shift management
  • Omnichannel excellence
  • Dynamics 365 Commerce app marketplace
  • Assortment management
  • Customer segmentation and targeting
  • Product categories
  • Employee management
  • Retail server
  • Call centers
  • Loyalty management
  • Cloud scale unit
  • Cloud POS & Modern POS
  • Replenishment management
  • Online stores
  • Retail HQ
  • Microsoft Teams Integration
  • PayPal payments connector

Dynamics 365 Project Operations

Microsoft Dynamics 365 Project Operations is a project and sales management application that helps project-based companies to manage all aspects of their business from sales, resourcing, project management to finance-related processes.


Microsoft Dynamics 365 Project Operations connects sales, resourcing, project management, and finance teams in a single application to win more deals, accelerate project delivery, and maximize profitability.

  • Leaders get business insights: to increase visibility across all teams, data, and processes, plus AI capabilities for better and faster business decisions.
  • Sales are enabled: to win more deals and accelerate the sales cycle with fast and accurate quotes, flexible pricing, and seamless transitions from estimate to execution.
  • Resourcing is set up to optimize: resource use by aligning the right people, with the right skills, to the right projects. This alignment improves quality and helps to retain top performers.
  • Project managers can accelerate: project delivery with state-of-the-art, built-in project management that uses familiar, easy-to-use Microsoft Project capabilities.
  • Team members can improve productivity:  collaboration, and visibility with integration to Microsoft Teams, and submit time and expenses from anywhere.
  • Finance can simplify project accounting: with time and expense tracking governance, project costing, budgeting, invoicing, revenue recognition, compliance, and visibility into key business health metrics.


Dynamics 365 Project Operations include capabilities such as:

  • Project sales management
  • Project accounting
  • Inventory-based projects
  • Invoice summary page
  • Price list management
  • Microsoft Project integration
  • Billing
  • Project contracts management
  • Requirements management
  • Resource planning
  • Schedule table
  • Offer management
  • Lead management
  • Time and expense management
  • Client management
  • Teams collaboration
  • Comprehensive project operations
  • Upgrade from Dynamics 365 Project Service Automation

Dynamics 365 Human Resources

Microsoft Dynamics 365 Human Resources is a human resource management solution that balances operational excellence, organizational agility, and the employee experience to create a workplace where people and the business succeed. It pairs together with LinkedIn Talent Hub to help you stand out in a competitive marketplace and take control of your recruiting.


Dynamics 365 Human Resources elevate your employee and HR experiences and helps you to manage the biggest asset your company has, your employees:

  • Transform employee experiences: Help employees get the information they need—all on their own—through easy-to-use self-service HR tools.
  • Optimize your HR programs: Simplify and optimize benefits, compensation, leave and absence, certifications and training, and compliance programs.
  • Increase organization agility and discover workforce insights: Be ready to adapt with a secure and scalable HR solution that’s easy to tailor, extend, and connect to your existing systems. Drive better decisions by centralizing your workforce data and using embedded analytics to uncover valuable insights.
  • Streamline and simplify onboarding and other HR processes
  • Enhance productivity by shortening time-to-hire and setting priorities for employees
  • Boost employee morale with effective administration of benefits and appraisals
  • Create a positive and collaborative work environment by building relationships
  • Free up time for HR to work on strategic initiatives via automation of repetitive processes
  • Make informed decisions with a 360-degree view of all employees


Microsoft Dynamics 365 Human Resources  features includes:

  • People management
  • Task management
  • Compensation management
  • Compliance
  • HR programs optimization
  • Alerts management
  • Leave and absence management
  • Employee and manager self-service
  • Employee development
  • Organization and personnel management
  • Employee transfer management
  • Personal management
  • Benefits management
  • Learning
  • Business processes management
  • Performance management
  • LinkedIn integration Skills management

Dynamics 365 CRM Modules

Microsoft is also providing leading customer relationship management applications for companies managing their relationships and interactions with customers and prospects.

Microsoft CRM applications are developed to fulfill different company needs mostly predefined based on department needs like Sales, Marketing, Customer Service, Field Service, etc.

These CRM solutions work like standalone applications that are seamlessly integrated. So, when you subscribe to your first CRM solution, then you can quickly attach another CRM application and seamlessly unify your data without complicated customization or integration process.

This will save you time and money and whenever your company is growing you know that you can always extend your capabilities as you need.

On top of that, both Microsoft Dynamics 365 CRM and ERP applications are seamlessly connected helping companies to transform, unify their data from the back and front office and gain a true 360-degree view of their data truly digitally.

Dynamics 365 Sales

Dynamics 365 Sales is a sales force automation and sales management solution design to help your organization gain a 360-degree view of critical business development processes, analyze sales data, maximize revenue opportunities, maximize sales team performance and effectively connect with prospects, and collaborate across departments.

Go beyond sales force automation to outpace your competition. Dynamics 365 Sales is a modern CRM solution that works together with the tools you use every day, such as Microsoft 365 to boost seller productivity, better understand your customer needs, and win more deals.


Microsoft Dynamics 365 Sales brings many benefits to your company. Having sales management is one of the first solutions companies typically opt-in for when they want to grow their business further.

CRM system with sales management capabilities is essential for you to effectively negotiate, close more deals, and much more. So, let’s have a look at the most profound benefits of Dynamics 365 Sales:

  • Improve conversion and win rates with lead and opportunity scoring.
  • Increase response rates with LinkedIn integration and warm introductions from colleagues who are engaged.
  • Tailor engagements based on contextual insights that recommend personalized talking points and next-best actions.
  • Show sellers when and how customers interact with their emails so they can be more proactive and responsive.
  • Keep relationships on track with signals that reveal relationship health and risks.
  • Minimize routine tasks with prompts that help capture new customer records.
  • Concentrate on selling with sales playbooks that contain repeatable, winning sales techniques and contextual reference materials.
  • Spend less time searching for content with modern sales-enablement capabilities that recommend the most relevant content.
  • Reduce training with a business process UI that provides contextual guidance during every phase of the sales cycle.
  • Streamline workflows with modern mobile apps and familiar tools like Outlook.
  • Easily set up Dynamics 365 Sales in days—not weeks—with minimal training thanks to a familiar Microsoft 365 user experience.
  • Get a seamless, integrated solution with sales capabilities embedded right in Microsoft 365, making it easy to act on opportunities and complete tasks from inside Outlook.
  • Easily adapt the solution to your specific sales process on a flexible and trusted Microsoft Cloud platform. Add additional business applications or advanced AI capabilities when you’re ready.


Dynamics 365 Sales features include:

  • Client management
  • Engagement platform
  • Contact management
  • Marketing
  • Forecasting and Gamification
  • Digital selling
  • Pipeline manager workspace
  • Order management
  • Proposal management
  • Lead management
  • Product information management
  • Competitors management
  • Microsoft Teams Integration
  • Microsoft Relationship Sales integration
  • Dynamics 365 Sales mobile
  • Business process management

Dynamics 365 Sales Professional (Limited Version) features include:

  • Visual insights
  • Simplified opportunity-to-invoice process
  • Customer 360 view
  • Sales data
  • Business process flow
  • Documents templates
  • Document management
  • Outlook add-in
  • Teams add-in
  • Forms pro support
  • Sharepoint support

Microsoft Relationship Sales (addon) features include:

  • LinkedIn Sales Navigator integration
  • Relationship visualization
  • Contacts analysis
  • Next best action
  • PointDrive integration
  • InMail communications support

Dynamics 365 Marketing

Microsoft Dynamics 365 Marketing is a marketing management solution designed to help your organization unify your customer and prospect information. It provides marketing automation features, lead nurturing, insights and reporting, AI capabilities, event management capabilities and enables create personalize multi-channel customer journey with multi-channel marketing campaigns.


Dynamics 365 offers marketing automation for companies looking to increase demand with personalized buyer journeys across multiple channels. Realize operational advantages and reduced costs when aligning sales and marketing with an integrated solution on the same platform.

Dynamics 365 Marketing offers customer benefits:

  • Orchestrate customer journeys to nurture more sales-ready leads using multi-channel campaigns. Connect to customers with the right message at the right time in the right channel.
  • Align sales and marketing with common customer data and connected automated processes with sales and marketing teams. Use embedded intelligence like dynamic segmentation to target the right audience and multiple lead scoring models to
    prioritize leads.
  • Make informed decisions with interaction insights and relationship analytics. Track and increase sales and marketing performance using configurable dashboards.
  • Grow with an adaptable platform that is easy to tailor, extend, and connect to other apps and services you already use.


Microsoft Dynamics 365 Marketing features include:

  • AI-powered analytics
  • Customer journey
  • Deep personalization experience
  • Event management
  • Client management
  • Digital marketing
  • Marketing campaign management
  • Deeply personalized emails campaigns
  • Layout editor
  • Email A/B testing
  • Support approvals using Microsoft Automate
  • Microsoft Teams for virtual events support
  • Customer journey management
  • Logistic management
  • Customer Insights integration

Dynamics 365 Field Service

Microsoft Dynamics 365 Field Service is a field service management solution design to help your organization deliver proactive onsite service. The application combines workflow automation, scheduling algorithms, and mobility to set up mobile workers for success when they’re onsite with customers fixing issues.


Microsoft Dynamics 365 Field Service is a complete Field Service Management solution that includes the detection of a field service need (through remote monitoring, customer service call or other means, inspection or a customer detecting a fault), field technician scheduling and optimization, dispatching, parts information delivery to the field, and process support of field technician interactions that incorporates knowledge management and service portals for end-to-end customer service.

Field Service is part of the Dynamics 365 family, so it seamlessly integrates with CRM capabilities, IoT, machine learning, mixed reality, and analytics. Our connected field service solution further enhances Field Service with IoT, AI, and Mixed Reality to extend capabilities like remote monitoring, predictive maintenance, remote assist, guides, and advanced data insights.

The Field Service application enables you to:

  • Improve first-time fix rate
  • Complete more service calls per technician per week
  • Manage follow-up work and take advantage of upselling and cross-sell opportunities
  • Reduce travel time, mileage, and vehicle wear and tear
  • Organize and track resolution of customer issues
  • Communicate an accurate arrival time to customers
  • Provide accurate account and equipment history to the field technician
  • Keep customers updated with the status of their service call and when it’s resolved
  • Schedule onsite visits when it’s convenient for the customer
  • Avoid equipment downtime through preventative maintenance


Microsoft Dynamics 365 Field Service Features includes:

  • Connected field service
  • Competence management
  • Resource management
  • Proactive service delivery
  • Resource scheduling dashboard
  • Resource planning
  • Customer assets management
  • Service orders management
  • IoT alert AI-based suggestions
  • Contracts/Offers management
  • Sales
  • Return management
  • Billing
  • Procurement management

Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service is a customer management and customer automation solution designed to streamline customer interactions across channels that enables personalized customer service with a 360-degree customer view and provides visibility into customer service department performance with dashboards and reports.


Use Dynamics 365 Customer Service to:

  • Track customer issues through cases
  • 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
  • Manage performance and productivity through reports and dashboards
  • Create and schedule services
  • Participate in chats
  • Manage conversations across channels


Microsoft Dynamics 365 Customer Service features include:

  • Customer service center
  • Connected customer service
  • AI-suggested cases
  • Queue management
  • Case management
  • Task management
  • Service calendar management
  • Product information management
  • Client management
  • Service management
  • Omnichannel chat & calls
  • Integration with Dynamics 365 Virtual Agent for Customer Service
  • Unified intelligent routing
  • Knowledge management
  • Service scheduling migration tool

Dynamics 365 AI Modules

Microsoft is the leader in AI technology and all the ERP and CRM applications come with a certain level of AI incorporated within. This allows even small businesses to use advanced AI technology to stay competitive in today’s global market.

However, Microsoft also provides AI applications specifically design to helps your employees be more productive, make better decisions, increase profit and save costs and so much more.

Microsoft AI applications bring you powerful capabilities unlocking the true potential of your business and giving you the edge over your competitors.

So, let’s have a look at Microsoft Dynamics 365 AI modules:

Dynamics 365 Customer Insights

Dynamics 365 Customer Insights is a data mediator that joins information from different sources, allowing you to map, match, layer, merge, and enrich customer-based data. … This allows you to see behavior captured from a variety of systems that indicates a customer is a loyal one.


Dynamics 365 Customer Insights allows you to:

  • Gain a holistic view of customers: Bring together all your transactional, observational, and behavioral data for consumers and enterprises by using prebuilt connectors for popular data sources.
  • Unify your data by resolving customer identities with recommendations based on AI and machine learning. Build rich customer profiles by incorporating audience intelligence from Microsoft Graph.
  • Discover insights and take action: Employ quickstart machine learning templates to predict churn or the next best action. Discover new audience segments with AI-driven recommendations or create your own.
  • Embed Customer Insights cards into your Dynamics 365 business application or external applications to drive informed action. Trigger workflows in response to customer signals by using Microsoft Flow.
  • Adapt and extend the solution for your needs: Get started quickly with intuitive, guided experiences. Extend the solution with familiar Azure services and tools and use your own machine learning models.
  • Connect your customer data with Microsoft Power BI to customize dashboards and reports. Build custom apps with embedded customer insights by using Microsoft PowerApps.


The Dynamics 365 Customer Insights include the following features:

  • Data enrichment / Segmentation
  • Customer journey
  • Profile unification
  • Next best interaction
  • Customer cards
  • Profile search & discovery
  • Teams and Power Automate add-in
  • Azure Synapse Analytics integration
  • Segment analysis
  • Synapse workspace
  • Relationship management
  • Next best offer recommendations
  • Engagement insights
  • Audience insights
  • Metrics builder

Dynamics 365 Customer Service Insights

Dynamics 365 Customer Service Insights helps service managers to better understand their support loopholes and identify opportunities to improve. Dynamics 365 Customer Service helps the team improve productivity with innovative AI capabilities.

To turn insight into action, the virtual agent helps make recommendations based on current insights. These releases live agents to focus on more complex service issues.


With Dynamics 365 Customer Service Insights, service teams are able to identify an opportunity & resolve emerging issues way before they impact more customers.

  • Gain comprehensive visibility into customer service interaction
  • Streamline operations with case resolution insights, backlog trends, and historical comparisons
  • Optimizer agent productivity
  • Visualize customer engagement patterns, agent performance, and customer service operations using dashboards with built-in AI

Dynamics 365 Customer Service Insights is available only with Dynamics 365 Customer Service offering. Contact us to know the pricing of Dynamics 365 Customer Service Insights for the Malaysian, Cambodian, and Singaporean regions.


The Dynamics 365 Customer Service Insights include the following features:

  • Automated AI-driven cases grouping
  • Agent suggestions
  • Data proofing capabilities
  • Customer satisfaction dashboard
  • Intelligent workflow
  • Topic details dashboard
  • Case resolution dashboard
  • Virtual agents
  • KPI summary dashboard
  • Incoming cases dashboard
  • Teams and Power Automate add-in
  • Knowledge search historical analytics
  • Natural language support

Dynamics 365 Sales Insights

Sales Insights continuously analyzes the vast collection of customer-interaction data already stored in your Dynamics 365 Sales and Microsoft 365 databases. This helps you to better understand your business relationships, evaluate your activities in relation to previous successes, and choose the best path forward. Also, it enables you to build strong relationships with customers, take actions based on insights, and close opportunities faster.


Sales Insights helps organizations in the following four areas:

  • Guided selling: Guide sellers on their next course of action with timely and actionable insights.
  • Productivity intelligence: Free up sellers’ time by minimizing manual data entry with contextual, real-time suggestions for updating existing records and creating new records, making sure your data is always up to date.
  • Connection insights: Build stronger relationships with customers and move relationships forward with AI-guided selling. Take preemptive steps to mitigate risks with a relationship health score.
  • Predictive models: Increase conversion and win rates by using AI to prioritize leads and opportunities with the highest likelihood to convert and buy.


These Sales Insights features are categorized as standard and premium. The following diagram illustrates the various features available in Sales Insights:

dynamics 365 sales insights features
  • Sales accelerator
  • Notes analysis
  • Natural language support
  • Relationship intelligence
  • Talking points
  • Business data dashboard
  • Predictive lead/ opportunity scoring
  • Assistant studio
  • Conversation intelligence
  • Advanced forecasting and pipeline intelligence
  • Sales Coaching & Call Intelligence

Dynamics 365 Finance Insights

Finance insights provide configurable and extensible models to help you accurately and intelligently predict your company’s cash flow, predict when you will receive payment for outstanding receivables, and generate a budget proposal that can speed up your budgeting process.


These are the main benefits of Dynamics 365 Finance Insights:

  • Run global financial operations more effectively: Improve your cash flow with built-in AI tools that enable proactive collections through payment predictions, easier budget creation using intelligent budget proposals, and more accurate cash flow management using intelligent cash flow forecasting.
  • Increase accuracy of projected cash flow: Monitor cash flow in real-time, predict future trends and make data-driven decisions with an intelligent and customizable cash flow forecasting solution.
  • Adapt quickly with intelligent budget proposals: Reduce the time and effort of budgeting by letting the system perform the tasks for you. Quickly consolidate and analyze years of historical data to forecast your budget.
  • Reliably predict customer payments: Use AI to predict when customers will pay their invoices. Proactively reduce write-offs and improve margin with immediate visibility into the probability of late or at-risk payments.


Dynamics 365 Finance Insights include the following features:

  • Customer payment predictions
  • Forecast bank balance
  • Intelligent budget proposal
  • Treasurer workspace
  • External data for cash flow forecasting

Dynamics 365 Connected Store

Dynamics 365 Connected Store empowers physical retailers to understand and improve the in-store experience by analyzing disparate data captured by video cameras and IoT sensors to provide real-time and predictive insights that help retailers and store assistants make better decisions.


Dynamics 365 Connected Store enables you to:

  • React to environmental triggers: Ensure that customer needs are met effectively and quickly by equipping store managers and employees with actionable alerts triggered by store activity, such as long checkout lines. Access to automated, sensor-driven reporting is standardized and available at the moment for immediate action.
  • Understand and optimize your space: Take advantage of reports that inform you of the status of your space and the change that occurs within it. Optimize staffing and merchandising decisions using AI-driven insights around the shoppers visiting a store on any given day and time. Reports are accessible to employees, managers, and even stakeholders outside of the immediate environment, such as a regional store manager.
  • Empower long-term decision-making: Predict the ideal future behaviors as your environment status changes over time. Make your insights stronger with each passing day.


Dynamics 365 Connected Store include the following features:

  • Triggered real-time alerts
  • Intelligent Command Center
  • Integrated workflows with Microsoft Power Platform
  • Inventory recommendations
  • Venue/Zone management
  • Equipment failures control
  • Daily Summary dashboards
  • Customer acquisition funnel
  • Integration with video camera’s
  • Anomaly detection
  • Shift management recommendations
  • Store analytics
  • Integration with IoT

Dynamics 365 Fraud Protection

Dynamics 365 Fraud Protection is an application designed to effectively protect against fraud and thus improve the experience of both merchants and customers. It offers agility and incorporates capabilities to apply adaptive artificial intelligence and operational research to millions of needed assessments.


By connecting global transaction data and artificial intelligence, Dynamics 365 Fraud Protection reduces revenue losses, improves bank acceptance rates while reducing false positives, and improves your customers’ shopping experience.

  • Help safeguard your customer accounts: Help protect your reputation by defending against bot attacks, fake account creation, account takeover, and fraudulent account access.
  • Boost revenue acceptance, cut payment fraud: Improve transaction acceptance rates with insights that help balance revenue opportunity against fraud loss and checkout friction
  • Help protect revenue from discount and return fraud: Identify anomalies and potential fraud on returns and discounts to quickly act to reduce revenue impact.
  • Decrease false positives: Share information about the risk exposure of a transaction with partner banks and issuers to help them make a more informed assessment during their purchase risk evaluation.
  • Adaptive AI learns from fraud patterns: Flexible decision engine uses the AI score to help you automate real-time actions, customize your protection strategy, and enforce unique business policies.
  • A global view of customer and fraud activity: Built-in device fingerprinting and a connected knowledge graph help you stop more fraud 24/7 while keeping your customers’ privacy intact.


Dynamics 365 Fraud Protection include the following features:

  • Adaptive AI technology
  • Fraud protection network
  • Loss prevention scale motion
  • Transaction acceptance booster
  • Behavioral and mobile fingerprinting
  • Test and verify rules
  • Risk decisioning dashboard
  • Customer escalation support tool
  • Loss prevention

Microsoft Customer Data Platform

Widely recognized as the next step in marketing technology, a customer data platform (CDP) is the solution to the problem of disconnected customer data systems. A CDP is the key to delivering the right engagement for the right person at the right time and personalizing every customer touchpoint from marketing to sales to service.


A CDP can deliver numerous benefits to your organization in addition to the ones listed above:

  • Flexibility and agility: A CDP gives you greater flexibility to respond to consumer behavior and technology trends, which are always changing. You can build a technology stack on a solid data foundation that works seamlessly with the other systems you use.
  • AI and machine learning: Unless you have a dedicated team of AI experts in-house, advanced AI and machine learning capabilities such as natural language processing, predictive recommendations, and intelligent insights are cost-prohibitive to develop and implement yourself. These capabilities are built into some CDPs and provide the added advantage of more accurate predictions and insights that would otherwise be impossible to spot.
  • Greater efficiency: A CDP easily integrates the data from disparate sources, is more reliable than custom systems, and is easier to update. Whereas a proprietary system is resource-intensive and requires constant maintenance and troubleshooting, a CDP centralizes audiences and business rules so they can be applied across all the tools you use. This saves time and requires a less ongoing effort from IT to maintain and update the solution.
  • Data accessibility: A CDP provides a central, accessible, and useful source of customer data that can be utilized by multiple departments to help grow your business. From marketing to sales, customer service, and business intelligence, a CDP provides the single, accurate source of truth you need to drive growth.


Microsoft Customer Data Platform includes the following features:

  • Marketing customer profile
  • Sales customer profile
  • Customer service profile
  • Multi-source data analysis
  • Predefined connectors

Dynamics 365 Modular Applications

Microsoft Dynamics 365 modular applications are addon solutions that offer a suite of capabilities that extend the power of Dynamics 365 apps to enable organizations to customize their solutions.

Some of these solutions are paid or free of charge and can be easily installed on your current application.

So, let’s go through these applications to furthermore explain what they are, how they work, and the features they provide:

Dynamics 365 Omnichannel for Customer Service

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels.


Dynamics 365 Omnichannel for Customer Service enables your agents to connect with customers thru different channels.

Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat and SMS.

Omnichannel for Customer Service also provides a modern, customizable, high-productivity app that allows agents to engage with customers across different channels. The application offers contextual customer identification, real-time notification, integrated communication, and agent productivity tools like KB integration, search, and case creation to ensure agents are effective.

Supervisors get real-time and historical visibility and insights into the operational efficiency of agents and their utilization across various channels.

The enterprise-grade routing and work distribution engine allows customers to configure agent presence, availability, and routing rules, thus ensuring agents are working on the most relevant engagements.

You can enable the following channels in your organization with Omnichannel for Customer Service.

  • Live Chat & Chat Bot: Chat is an engagement channel that enables your agents to connect with customers in real-time. The Chat channel is generally available now.
  • SMS: SMS is an engagement channel that supports an asynchronous mode of communication, and allows your organization to connect to customers by using text messages. The SMS channel is generally available now.
  • Social Media Channels: Social channels such as Facebook, LINE, Twitter, and WeChat give you an incredible opportunity to capitalize on the social media trend and engage with your customers in a seamless and personalized experience. In addition to popular social channels, you can create your own custom messaging channel.


Dynamics 365 Omnichannel for Customer Service features include:

  • Communication panel management
  • Next best action
  • Single interface
  • Agent configurator
  • Agent dashboard/work items
  • Video/audio calls support
  • Multi customer conversations
  • Conversation history
  • Configurable templates
  • Knowledge base search
  • AI real-time customer sentiment analysis
  • Trending historical performance, sentiment data, and other insights

Dynamics 365 Customer Voice

Microsoft Dynamics 365 Customer Voice (previously known as Microsoft Forms Pro) is an enterprise feedback and survey management application to track customer metrics creating surveys and feeding real-time survey data into customer records. It enables creating surveys and generating actionable insights based on customer feedback with minimal setup time.


With Dynamics 365 Customer Voice you can use to easily keep track of the customer metrics that matter the most to your business.

With deep integration from the Dynamics 365 line-of-business applications and built on Microsoft Forms, Dynamics 365 Customer Voice adds rich insights by feeding real-time survey data into customer records.

It helps you to keep a pulse on what customers value and how they view your products and services, so you can rest assured that your data is supported by Microsoft security and compliance policies.

Dynamics 365 Customer Voice introduces project management capabilities. A project contains multiple surveys that share common metrics and settings to simplify survey management.

Feedback management apps such as Microsoft Dynamics 365 Customer Voice can help organizations build stronger relationships with customers by:

  • Empowering companies to solicit feedback from key customers across multiple channels, easily and proactively
  • Centrally collect both requested and unsolicited feedback
  • Analyze structured and unstructured feedback
  • Share insights across the organization and close the loop with customers
  • Act quickly on insights and monitor progress continuously


Microsoft Dynamics 365 Customer Voice features include:

  • Personalized surveys
  • Question builder
  • Integrated customer data platform
  • Partial response
  • Pause and resume survey
  • Personalize survey
  • Real-time insights
  • Feedback solution templates
  • Multichannel survey distribution
  • Capture feedback instantly across channels
  • Integration with dynamics 365 customer records
  • Built-in ai for deeper analysis
  • Integration with power automate for follow-ups
  • Use power bi to visualize feedback
  • Integrate with customer insights for 360 degrees

Customer Portal for Dynamics 365 Supply Chain Management

Customer Portal for Dynamics 365 Supply Chain Management is a Power Apps portals template designed to help companies create an externally facing business-to-business (B2B) website for scenarios that are related to sales order processing. The template can easily be modified to represent the company’s brand, add increased functionality, and change the user experience. All the functionality that the template offers out of the box can be modified as desired.


Some of the benefits of Customer Portal for Dynamics 365 Supply Chain Management include:

  • Improve customer service– A portal helps customers know exactly where to go to find information and enter support cases.
  • Facilitate customer engagement– Improve engagement by empowering customers to interact with your company when and where it’s convenient for them.
  • Reduce labor cost– Free up your service center by providing an alternative source for customers to contact your business.
  • Prioritize critical customer needs– A workflow engine can also automatically alert your team about critical incidents.
  • Streamline service processes– Customers can view shipping statuses, track account information, or access important documents on their own. This eliminates hassles for both you and your customer while fostering self-service.
  • Support your sales– Integrate CPQ software, such as guided selling, to enable self-service quoting, ordering, and buying.


Customer Portal for Dynamics 365 Supply Chain Management features include:

  • Authentication and authorization
  • Invitation process for customers to use the website
  • Ability to view order history
  • Ability to create orders
  • Ability to view account information
  • Pre-configured user roles and entity permissions

Finance and Operations Mobile App

The mobile app enables your organization to make its business processes available on mobile devices. After your IT admin enables the mobile workspaces for your organization, users can sign in to the app and immediately begin to run business processes from their mobile devices.

Finance and Operations Mobile App interface


Finance and Operations mobile app includes the following benefits that can help increase productivity:

  • Users can view, edit, and act on business data, even if they have intermittent network connectivity or their mobile devices are completely offline. When a device reestablishes a network connection, offline data operations are automatically synchronized.
  • IT admins or developers can build and publish mobile workspaces that have been tailored to their organization. The app uses your existing code assets. Therefore, you don’t have to re-implement your validation procedures, business logic, or security configuration.
  • IT admins or developers can easily design mobile workspaces by using the point-and-click workspace designer that is included with the web client.
  • IT admins or developers can optionally optimize the offline capabilities of workspaces by using the Business logic extensibility framework. Because data continues to be processed while a device is offline, your mobile scenarios remain rich and fluid, even if devices don’t have constant network connectivity.


The mobile app includes the following features that can help increase productivity:

  • Predefined workspaces
  • Custom workspaces designer
  • Built-in integration with Dynamics 365
  • Optimization tool for offline capabilities

Field Service Mobile App

The Field Service (Dynamics 365) mobile app lets technicians view Dynamics 365 Field Service work orders, customer assets, accounts, and contacts. This mobile app is built on Microsoft Power Platform as a model-driven app. It’s customizable to your business needs with the same admin console as all Dynamics 365 business apps.

Field Service Mobile App includes the following benefits:

  • Less Confusion Between Dispatchers and Techs
  • Improved Customer Experience
  • Sync Data to the Cloud
  • Instant Access to New Information
  • Team and Resource Tracking
  • Access to the Full Range of Smartphone Capabilities
  • Increased Field Team Efficiency


Dynamics 365 Field Service Mobile App offers technicians many features such as:

  • A calendar view of assigned jobs.
  • Support for a picture, video, and asset barcode scanning.
  • Customer signature capture.
  • Offline capabilities so technicians can continue viewing and recording work in areas without internet
  • Server data in real-time
  • Email integration
  • Push notifications
  • Access documents

Dynamics 365 Warehouse Management Mobile App

Warehouse Management Mobile App empowers warehouse workers in your organization to complete tasks in a warehouse by using mobile devices. It enables material handling, receiving, picking, putting, cycle counting, and production processes with your Dynamics 365 for Finance and Operations subscription.

Benefits & Features

This feature empowers organizations to improve overall warehouse operating efficiency. The Warehouse Management mobile application includes a fresh, contemporary design that is intuitive, easy to use, and supported by robust enhancements to core warehouse management logic that streamline processing. The new design concepts are based on extensive usability studies including a broad worker population. The solution is designed to help workers be more efficient, productive, and better able to complete work accurately.

Dynamics 365 Warehouse Management Mobile App provides the following benefits:

  • Improved worker efficiency:
    • Large input controls to quickly dial in quantities.
    • The most important information made easiest to see and set in a large font.
    • Saved worker preferences and device-specific settings that can be managed centrally.
  • Improved ergonomics:
    • Large touch targets and other features that make the app easy to use with gloves.
    • A high-contrast design that provides clear text on dirty screens.
    • Custom button locations to match each worker’s grip, device, and handedness.
  • A faster ramp-up of new workers:
    • Clear titles and illustrations for each step.
    • Full-screen photos to verify product selections.
  • Alignment with Fluent Design Systemguidelines for visual style and interaction.
  • Expanded support for B-grade accessibility standards with a focus on situational disabilities, as defined by the WCAG guidelines.
  • A tailored interface designed for fast warehouse scanning
  • Support over 40 different warehouse processes
  • Custom-built on-screen numeric keypad for you to hit numbers easily
  • A simple calculator for you to enter and calculate quantities in a breeze
  • Possibility to adjust font size and width of input fields on any device

Dynamics 365 Universal Resource Scheduling

You can enable scheduling for any entity in Dynamics 365 Sales, Field Service, Customer Service, and Project Service Automation, including custom entities.

For organizations that use:

  • Dynamics 365 Field Service, you can use scheduling tools to assign work orders to the closest field technicians in the area. More information: Dynamics 365 Field Service Help
  • Dynamics 365 Customer Service, you can use scheduling tools to bookcases to customer service reps in the right department and time zone.
  • Dynamics 365 Project Service Automation, you can use scheduling tools to staff projects with consultants who have availability and the appropriate skill set. More information: Dynamics 365 Project Service Automation Help


Dynamics 365 Universal Resource Scheduling features include:

  • multi-resource scheduling
  • Facility scheduling
  • Resource pools
  • Fulfillment preferences
  • Schedule board tab
  • Resource crew scheduling

Dynamics 365 Unified Service Desk

Dynamics 365 Unified Service Desk provides a configurable framework for quickly building applications for call centers so that agents can get a unified view of the customer data stored in Microsoft Dataverse.

Dynamics 365 Unified Service Desk how it works


Some of the value propositions of Unified Service Desk are:

  • Empower agents with unified access to customer information: Unified Service Desk provides agents with a single service interface for accessing customer information in Dataverse, which helps them deliver fast and accurate customer service.
  • Configuration-based framework for quickly building agent applications: Quickly configure a highly customized agent application per your organization’s requirements without using code. This significantly reduces the time and cost to build and customize agent applications.
  • Centrally configure and manage from within Dataverse: You can centrally configure and manage your agent applications by using the familiar interface of Dataverse.
  • Session-management capabilities: Your agents can simultaneously handle multiple customer sessions and the application provides you with the ability to preserve contextual information in each session.
  • Secure access to data based on security in Dataverse: Unified Service Desk uses Dataverse security model to govern access to the entities and configuration data. Moreover, you can create configurations in the Unified Service Desk to group entities, and assign them to users to ensure that they can access only the entities within the assigned configuration.
  • Reduce operational complexity through agent scripts: Organizations can provide guidance to their contact center agents through standard instructions (called agent scripts) about what tasks to perform and how to do them, while also handling complex processes during customer interactions. This ensures reduced complexity for contact center agents and a consistent experience for customers, which results in higher customer satisfaction.
  • Support for computer telephony integration (CTI): Unified Service Desk provides a framework for the CTI adapters that can be used within the agent applications to handle screen popping, call routing, softphone control, and other CTI functionalities – provided you follow certain rules while developing these CTI adapters.


Dynamics 365 Unified Service Desk features include:

  • Note capturing
  • Agent scripting
  • Application integration
  • Configurable toolbars
  • Audit trails
  • Session management
  • Configurability
  • UX themes

Dynamics 365 App for Outlook

Use Dynamics 365 App for Outlook and tap the power of Dynamics 365 apps while using Outlook on the desktop, web, or mobile. You can view information about an email or appointment or link it to an opportunity, account, or case in your app.


With Dynamics 365 App for Outlook, you can:

  • Link email messages, meetings, and appointments to a row in your app. For example, link an email message to a specific account, opportunity, or case.
  • View information in the context of an email message, meeting, or appointment.
  • Synchronize contacts and related information so that Exchange and your app are always up to date.
  • Add email templates, knowledge articles, and sales literature when you create an email message or set up a meeting.


Dynamics 365 App for Outlook features include:

  • Contacts and leads management
  • Link emails to contacts
  • Relationship assistant
  • Email templates
  • Global search
  • Phone calls and tasks

Dynamics 365 Connector for LinkedIn

Dynamics 365 Connector for LinkedIn Lead Gen Forms enables seamless synchronization of LinkedIn leads to Dynamics 365 apps. LinkedIn members can drive leads from Sponsored Content campaigns, based on a variety of calls to action. The LinkedIn Connector lets campaign managers sync the leads from LinkedIn’s Lead Gen forms to a Dynamics 365 instance for further nurturing. If a lead is already known in a Dynamics 365 app, the data for that lead will be updated by using the information provided from LinkedIn; otherwise, a new lead record is created.


The Microsoft Dynamics 365 Connector for LinkedIn Lead Gen Forms allows you to automatically sync leads captured on LinkedIn using Sponsored Content with Dynamics 365 (online). Enable your sales and marketing teams to develop and nurture these leads.

  • Support for multiple LinkedIn member accounts: Sync leads from campaigns run by multiple employees using different LinkedIn member profiles.
  • Customizable lead creation and matching: Configure how to lead submissions captured on LinkedIn are handled in Dynamics 365 (online) with matching strategies and field mappings.
  • Analyze lead performance across sources: Track and analyze the performance of leads captured on LinkedIn and compare it to sources.

You benefit from this connector when you use Sponsored Content, Sponsored InMail, or Dynamic Ads that support LinkedIn Lead Gen Forms in your advertising campaigns on LinkedIn.


Microsoft Dynamics 365 Connector for LinkedIn Lead Gen Forms features include:

  • LinkedIn authentication
  • Matching strategy management

Lifecycle Services

Lifecycle Services (LCS) for Microsoft Dynamics is a collaboration portal that provides an environment and a set of regularly updated services that can help you manage the application lifecycle of your implementations of the Dynamics 365 Finance and Operations apps.


Let’s look at some of the benefits of LCS that are strengthening Finance and Operations Apps implementations:

  • Increase Predictability of Finance and Operations Apps Implementations
  • Proactively Monitor Implementations
  • Promote Collaboration
  • Simulate Real-Life Business Requirements
  • Estimate Finance and Operations Apps Implementation Usage
  • Assess Infrastructure Required
  • Check Status of Incidents
  • Efficiently Manage Projects
  • Monitor System Health
  • Simply Deployment


The Lifecycle Services portal includes the following features:

  • Environment management
  • Business process library
  • Updates management
  • Implementation process control
  • User management
  • System diagnostic

Dynamics 365 Mixed Reality Modules

Microsoft also provides Mixed Reality modules for the Dynamics 365 business applications.

Mixed Reality involves the combination of Augmented Reality and Virtual Reality.

Mixed Reality allows you to work with people and objects as if they were really there. You can learn, teach, design, build, repair and experiment in a completely new way.

For example, with a little configuration, field resources could access a calendar service, view products and equipment, launch interactive guides, and provide remote support assistance.

With that let us introduce you to Microsoft Dynamics 365 Mixed Reality modules:

Dynamics 365 Product Visualize

Dynamics 365 Product Visualize empowers salespersons to showcase large and highly customizable products in a real-world environment. This helps create a shared understanding between buyer and seller to accelerate complex sales processes.


Dynamics 365 Product Visualize create a shared understanding between buyer and seller to accelerate complex sales processes and build buyer confidence early.

It enables you to:

  • Build buyer confidence in your products: Create a shared understanding between buyer and seller to accelerate complex sales processes and build buyer confidence early.
  • Accelerate your sales cycle: Help customers evaluate products faster by enabling sellers to show them in 3D.
  • Integrate with your sales processes: Help customers evaluate products faster by enabling sellers to show them in 3D.
  • Complete planning before work begins: Help customers evaluate products faster by enabling sellers to show them in 3D.


The Dynamics 365 Product Visualize include the following features:

  • Predefined integration with Dynamics 365 for Sales
  • 3D animation
  • View product in context
  • Share key sales details
  • Notes support
  • Mobile support
  • Predefined integration with Teams

Dynamics 365 Remote Assist

Microsoft Dynamics 365 Remote Assist enables organizations with Microsoft Teams (video turned on) to share the view of one technician with another. The on-site technician wears a HoloLens mixed reality headset or uses a mobile device to capture a camera view of the equipment at hand.


Dynamics 365 Remote Assist allows technicians to:

  • Collaborate and work side-by-side with experts in remote locations and get a step-by-step walkthrough of the problem at hand.
  • Share real-time views of what they’re seeing with experts in an instant and get the help they need – when they need it.
  • Bring critical work order information into view in the form of schematics and diagrams from Dynamics 365 for Field Service and other applications.
  • Combine video, screenshots, and annotations for seamless troubleshooting while reducing the costs of physical inspections.
  • Troubleshoot issues in real-time, repair components using expert advice, and perform with confidence and speed.
  • Pull critical real-time information through a head-on display to stay focused on the task at hand and use their hands to solve the issue.


The Dynamics 365 Remote Assist includes the following features:

  • HoloLens-based
  • Knowledge and service insights
  • Video calling
  • File sharing
  • Service and repairs
  • Surveys and walkthroughs
  • Remote cooperative work
  • Asset Capture
  • Mobile support
  • Integration with Teams

Dynamics 365 Guides

Microsoft Dynamics 365 Guides is a mixed-reality application for Microsoft HoloLens that helps operators learn during the flow of work by providing holographic instructions when and where they’re needed.


Dynamics 365 Guide allows you to:

  • Adapt at the speed of change: Enhance learning and standardize processes with step-by-step instructions that show employees how to use tools and parts in real work situations.
  • Reduce errors and help increase safety: Guide employees through procedures, whether it’s their first time or a recurring task, by using holographic step-by-step instructions where the work is done.
  • Accelerate time to value: Create step-by-step directions for training or day-to-day processes easily, with no programming or 3D skills necessary.
  • Transform existing processes: Incorporate Guides with existing workflows to view and save data using powerful services like Microsoft Power Apps and Microsoft Power Automate.
  • Maximize operational effectiveness: Use data and process insights from Guides to maximize operational effectiveness across your organization.
  • Out-of-the-box authoring: Easily create content with ready-to-use holograms from the 3D toolkit to demonstrate task steps in the physical space.
  • Powerful and adaptive workflows: With spatial triggers and voice commands, operators can navigate to different steps across process flows, depending on their real-world actions.
    Democratize data across your operations: Works seamlessly with Dynamics 365 Supply Chain Management or Dynamics 365 Field Service for an enterprise-grade Guides experience.


Microsoft Dynamics 365 Guides includes the following features:

  • Capture work processes tool
  • 3D models scaling
  • Non-linear (branching) workflows
  • Guides constructor
  • Attachments support
  • Step by step instructions
  • Instructor cards management
  • Spatial Triggers
  • Productivity dashboards


Some of Dynamics 365 capabilities might not be available in your region. To learn more, contact your local vendor. If you are in Malaysia or Cambodia, please contact us for personalized information regarding Dynamics 365 products.

We continually update the information provided here. However, we always recommend getting in touch with your local partner to get up-to-date localized information.

This web page is for information purposes only, we do not guarantee any of the results written here.

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