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Dynamics 365 CRM FAQ
Microsoft Dynamics CRM is an integrated Customer Relationship Management (CRM) system designed to help businesses increase productivity and customer satisfaction. It quickly and effectively helps you stay ahead of the competition with seamless integrations between Dynamics 365 and lead management applications.Key Features
Microsoft Dynamics 365 CRM is a cloud-based customer relationship management solution that helps organizations manage sales, customer service, marketing, and field service operations.
Licensing is per user per month with options like:
- Dynamics 365 Sales Professional
- Dynamics 365 Sales Enterprise
- Customer Service Professional/Enterprise
- Marketing is licensed based on the number of contacts.
Yes, it integrates with Microsoft 365, Power Platform (Power BI, Power Apps, Power Automate), and third-party applications using APIs and connectors.
In Microsoft Dataverse, hosted in Microsoft’s secure cloud (Azure). You can choose data residency in specific regions.
Microsoft releases two major updates per year (Wave 1 & Wave 2) and monthly service updates.
Sales Professional has core features; Enterprise adds advanced features like forecasting, LinkedIn Sales Navigator, and AI insights.
Yes, features like Sales Insights, Customer Service Insights, and AI Builder for predictive analytics and sentiment analysis.
For basic out-of-the-box setup: 2–4 weeks. For full customization and integration: 3–6 months depending on complexity.
Core modules include:
- Sales – Manages leads, opportunities, and sales processes
- Customer Service – Handles cases, SLAs, and customer support
- Marketing – Campaigns, lead nurturing, customer journeys
- Field Service – Work orders, scheduling, asset management
- Project Service Automation – Project planning and resource management
Yes, called Dynamics 365 Customer Engagement (on-premises), but Microsoft is focusing on cloud-first deployments.
Highly customizable using Power Apps, custom entities, workflows, business rules, and JavaScript.
Dynamics 365 provides role-based security, field-level security, encryption, and compliance with GDPR, ISO, and other standards.
Yes, with Dynamics 365 mobile app in offline mode for Sales and Field Service.
Yes, it supports email marketing campaigns, customer journeys, and integrates with Dynamics 365 Customer Insights.
Yes, using Power Automate and built-in business process flows.
Data migration complexity, user adoption, customization scope creep, and integration issues.
Other FAQs
CRM focuses on customer engagement, ERP on business operations.
Yes, but Microsoft recommends the cloud version.
Yes, and also supports other compliance standards.
Twice a year with major updates (Wave 1 & Wave 2).
Yes, using Power Apps and Dataverse.
On Microsoft Azure cloud.
Yes, using APIs and connectors.
Yes, across modules with AI Builder and insights.
Dynamics 365 provYes, seamless integration with Outlook, Teams, SharePoint.ides role-based security, field-level security, encryption, and compliance with GDPR, ISO, and other standards.
Yes, out-of-the-box.
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