Microsoft Dynamics 365 CRM Suite
Powering Intelligent Customer-Centric Organizations
Enable a 360° customer view by unifying customer data, interactions, and processes to drive better decisions and superior customer experiences.
Sales
Customer Insights
Customer Service
Contact Center
Commerce
Overview
Dynamic 365 Sales
Close deals faster and improve team productivity with a trusted agentic CRM solution.
- Boost sales outcomes
- Improve customer experiences
- Build winning teams
- Configure for your teams
- Keep users safe
Review open sales tasks, new assignments, and pipeline updates by querying Microsoft Copilot using natural language or prebuilt prompts.
Avoid manual work and save time with autonomous research on incoming leads.
View AI-based scoring models and prioritized work lists for opportunity qualification.
View AI-generated opportunity summaries and meeting preparation notes including customer status, relevant news, and past meeting notes.
Identify leads that have the highest chances to close with AI-powered alerts that follow you no matter where you work in Dynamics 365 Sales.
Get email and call assistance using Copilot-generated email drafts and call summaries that include an analysis of sales KPIs and suggested tasks.
Share automated sales guidance with teams—including agent-identified failure points in the sales sequence.
Predict revenue and track performance against goals with forecasts and charts.
Get insights into forecasts and team metrics like conversion and win rates by querying Copilot using natural language or prebuilt prompts.
Extend agents with external data sources to enhance the research signal strength.
Build custom sales apps, automate business processes, and enrich seller experiences—all tailored to your unique business needs.
Easily configure fields, dashboards, and views to match your organization’s sales methodology.
Keep sales data protected when using Dynamics 365 Sales with the Power Platform Customer Lockbox.
View KPI data on contacts, leads, and opportunities—and export to Excel.
Manage user permissions and data across levels via predefined security roles.
Overview
Dynamics 365 Customer Insights
Create engaging experiences by uniting customer data with real-time journeys on an agentic CRM solution.
Unify transactional, demographic, and behavioral data to create a single source of truth for AI agents to act on.
Enrich profiles with diverse data sources, including proprietary intelligence, and unlock predictions with prebuilt AI models.
Build new segments or discover new audiences with AI recommendations that are continually updated with real-time data.
Add consent data during the unification process using automatic data refresh to ensure that your organization meets privacy and security regulations.
Deliver tailored experiences with the right message at the right time across sales, marketing, and service engagements.
Create real-time customer journeys across channels that are contextually relevant and can be optimized with A/B testing.
Hand off scored, qualified leads to sellers automatically and measure pipeline success with prebuilt analytics dashboards.
Engage customers using prebuilt digital channels including text, email, and push notifications, and then seamlessly add custom channels to the journey.
Discover insights and quickly understand customer attributes with individual profile summaries using Microsoft Copilot.
Describe your target segments to Copilot and quickly build, review, and modify customer segments.
Generate tailored content and headlines, branded emails, and captivating images for any segment with Copilot.
Simplify journey creation with Copilot by defining your business goals, target audience, or desired flows.
Overview
Dynamics 365 Customer Service
Empower service representatives to resolve issues quickly using AI agents. Focus on delivering exceptional service on any channel—while letting agents handle the manual work.
- Meet customers where they are
- Enable self-service
- Optimize service operations
- Lighten service rep workloads
- Show them you know them
Quickly set up phone systems for service representatives to assist customers on a scalable platform built and operated by Microsoft.
Provide faster service to customers on their preferred digital channel, including email, text, social network, or virtual assistant.
Effectively communicate with customers in their chosen language using real-time translation.
Reliably route the customer to the right service representative based on the customer’s emotions and needs.
Resolve customer issues in real time with intelligent, conversational, generative AI-powered bots.
Resolve customer issues quickly through human-like interactions with generative AI-powered, conversational interactive voice response (IVR).
Increase productivity by automating routine tasks as well as complex transactions.
Collaborate, share tips, and gather rich insights from other users and experts in personalized community portals.
Access an omnichannel insights dashboard with AI-driven conversation, channel analytics, and key performance indicators (KPIs) all in one place.
Detect emerging trends and identify improvements across support topics, service representative/customer interactions, and knowledge management.
Eliminate manual processes with more than 1,000 prebuilt flows and add custom data connectors to your ecosystem.
Plan for the right level of staffing based on seasonality, predicted number of cases, and conversational volume with the forecast report feature.
Reduce costs by building on existing capabilities and interoperating with other business applications—all on a single platform.
Save service representatives time by using Copilot in Dynamics 365 Customer Service to help diagnose problems, troubleshoot issues, and draft customer responses.
Empower service representatives with sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.
Increase first-call resolution with AI-based routing that classifies issues, then assigns them to the best-suited service representative.
Bring together experts who resolved similar cases to collaborate in Microsoft Teams for quicker issue resolution.
Easily manage customer requests from any channel while handling multiple sessions at the same time.
Deliver personalized responses with AI that registers customer engagement and understands customer intent in real time.
Gain insights through customer interactions and journeys to personalize offers and recommendations.
Overview
Dynamics 365 Contact Center
Transform your contact center with agents.
Connect via voice, SMS, web, mobile, email, and social channels, while personalizing interactions using CRM data.
Improve containment and reduce call volume with engaging, context-aware chatbots and virtual assistants powered by generative AI.
Provide a modern conversational IVR that recognizes caller intent and complex instructions, powered by Nuance.
Improve resolution rates with intelligent, unified routing that assigns requests in any channel to the best-suited service representative.
Boost service representative productivity with suggested responses, conversation summaries, and a universal knowledge chat interface.
Empower service representatives with a holistic view of each customer, including sentiment analysis, interaction history, topics, and CRM case data.
Give supervisors visibility into ongoing sessions, performance metrics, and tools to provide support when needed.
Use Teams Phone with Dynamics 365 Contact Center to reduce management costs, improve performance, and drive business agility.
Visualize key support metrics and detect emerging trends with real-time dashboards, historical reporting, and Copilot analytics.
Review service representative skills, capacity, allocation, and performance trends in near-real time. Connect with existing WFM solutions.
Reduce data silos and work from a single source of truth for all interactions across the contact center with Microsoft Dataverse.
Connect Copilot to your existing data and business applications to unlock new levels of automation and intelligence.
Overview
Dynamics 365 Field Service
Transform operations, deliver exceptional service, and improve customer experiences with an agentic service solution.
Gain visibility into appointments in real time via the customer portal, built on Microsoft Power Apps.
Keep your customers informed with automated service reminders and notifications via email and text messaging.
Gain customer insights by sending automated, personalized surveys after completing field service calls.
Ask Copilot in Dynamics 365 Field Service to search lengthy product manuals and find relevant answers to resolve issues faster.
Share links to work orders that automatically expand to show key details in Microsoft Teams.
Interact with Copilot to find pertinent information about work orders using natural language.
Use Copilot in Dynamics 365 Field Service to generate a response to customers in Outlook, summarizing key details and next steps.
Create unified financial and inventory data flow between Field Service and Dynamics 365 Business Central.
