Microsoft Dynamics 365 Reviews

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Score 7.5 out of 101

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Justin Pink profile photo
Score 9 out of 10
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My organization is using Dynamics 365 Online (currently Version 9.1.0.5826 April 2019 release) in three small to mid-size projects delivering professional services for 3 large company clients. We have Customer Engagement licences that include Sales, Customer Service, Project Service, Field Service, Voice of the Customer Surveying, Retail, and a Portal. Along with delivering our professional services to customers on behalf of our clients, we utilize Dynamics 365 as a standalone XRM database to thoroughly and accurately record and house data.

While a spreadsheet can easily house data, the Dynamics 365 platform is streamlining data entry, ensuring projects and other record types move along a rigid process for consistency and predictability, and providing unrivaled data insights to making decision and ultimately serve our client better. We are currently using the Project Service Automation app to manage thousands of construction projects that are applying for grant and incentive money. We easily imported more than a million of the clients customers records from their database to be able to understand the customer base and better serve them for our client.

We will eventually take advantage of the Voice of the Customer Surveying Portal for external partner access, as well Field Service for scheduling field work.
  • Provisioning and initial deployment are a breeze and completed within a day or less after receiving the licences.
  • Customizations and configuring the database instances is extremely simple as long as changes and enhancements are implemented cautiously and with purpose.
  • Integration with other Microsoft applications is one of the top selling points, such as Outlook for tracking email to Dynamics 35, data connections to Excel for refreshing data exports, PowerBI, Flow, & PowerApps
  • Advanced Find querying is one of the easiest tools to quickly get and save data accessed regularly.
  • The native Microsoft mobile tablet and phone app can be implemented with minimal extra work or configurations.
  • Ability to 100% fully implement (and integrate with other Microsoft platforms) with no code whatsoever (100% no code SaaS!) saving time any money for quick deployments.
  • The Dynamics 365 community is massive for forum support and user group networks.
  • Microsoft Dynamics 365 storage & license cost can prohibit some large deployments or even cost-sensitive small projects from using the platform (although I'm certain most deployments would realize a positive ROI if implemented correctly with process automation).
  • The cost and licensing document for Dynamics 365 is 61 pages and will take a rocket scientist to understand it. It's better to just have your Microsoft help estimate the cost if they are willing to help you that.
  • The documentation on how to first fully understand the Out of the Box default solution and settings is lacking or even non-existing. This has the potential to derail Dynamic 365 launches and implementations from the gitgo. Want to use an out of the box entity?.. well it's probably related to 5 other entities that require configuration and full understanding of it to successful implement. And you ask where is the laymen guide or instructions?... User groups and forums. In Summary, Microsoft can up its game in deployment training and supporting documentation.
  • Microsoft needs to incentivize more external platforms to build app connectors for easy integration, such as ZenDesk, Slack, Tableau, etc. Even the current connector apps such as Salesforce, MailChimp, Docusign are useless or don't work at all.
  • Several limitations inhibit successful Dynamics 365 deployments such as: limited number of Rollup field calculations (summarizing fields on child/related records), limited number rows that can exported to Excel via advanced find, Dynamics 365 files, log and database storage size limit is extremely small and will always require purchasing additional storage (for Online deployments).
  • New user buy-in or acceptance or system platform changes can be difficult if a solid change management plan isn't enacted.
  • Don't expect much help from Microsoft on implementation or solutions unless it's a technical flaw with the platform. Microsoft relies on their MVP partner network to consult for implementations at a hefty cost. Hiring a knowledgeable and savvy Dynamics 365 System Administrator can reduce the need for consultant support; of course, this is dependant upon many many variables.
Scenarios that are well suited for Microsoft Dynamics 365 deployments are:
  • ones with rapid deployment requirements, ones favoring low/no code solutions,
  • needing process automation (such as automated emails or workflows),
  • existing Office 365 platform enterprises,
  • those needing to standardize manual data entry for error elimination and enhance consistency,
  • those looking to utilize a third party consultant or Microsoft Partner for implementation.

Those that may shy away are
  • ones with extremely complex integrations with other systems and with little resources/capital,
  • those with datasets that are so large requiring a lot of extra GB storage and thus becoming costly.
Read Justin Pink's full review
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Score 9 out of 10
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Dynamics 365 Customer Engagement (CRM) is used by Sales, Customer Service, Marketing, Purchasing, our Creative Labs, our Quality Control Labs, Shipping, and Regulatory. Besides the out-of-the-box functionality we use, typical customer relationship management, we also have built on top of its custom, line-of-business applications. Traditionally, this was called XRM, but now the proper term would be model-driven PowerApps. Without these tools, we could not function.
  • Some useful out-of-the-box features, like mass uploads of Leads from trade shows or when qualifying a Lead, CRM automatically creates the Opportunity, Contact, and Account for you, etc.
  • Really powerful customizations through the user interface to improve user experience. Things like Business Rules, for example, if Field A = 1, then Field B = 2 and Field C = 2, if Field A = 2, then Field B and Field C don't apply, so automatically hide them.
  • Or other functionality that improves user experience, like Business Process Flows. These walk users step by step through our business process, helping them know when certain actions should take place, and at what point other data is now required. We've used this extensively with our Lead to Opportunity to Quote to Order process, helping users understand the business process each step of the way.
  • Customizations built on top of the platform now called model-driven PowerApps. You can have connections to "typical" data, like Accounts, Contacts, or Opportunities, for example, but then connect that data to custom entities, records that only apply to your specific business. This is all done through the user interface and allows you to customize and automate specific line-of-business applications for your specific needs.
  • Behind the scenes, D365 CE is built on SQL. So the data conforms to industry standards and makes it much easier to interact with. Your developers and IT team will thank you.
  • Small learning curve, obviously. You won't figure this out in a day, a week, or even a month. But given time, you can learn to be an expert. Or you can always get a consultant or hire in somebody. But learning the tool isn't out of the questions by any means.
  • Licensing can be confusing at times and isn't cheap, but it is cheaper than Salesforce. Plus no additional fees for data calls to better integrate your D365 CE data with other systems.
  • The Classic user interface left a bit to be desired, but now with the much-improved Unified Interface, the web client and the mobile client look the same, much more modern, and have more flexibility and power behind them for customizers as well.
Typical customer relationship management is great. Accounts, Contacts, Leads, Opportunities, etc. Those are obvious. But where it really shines is in the customization and integration with other Microsoft tools. Outlook connection for painless contact creation or tracking email communication. SharePoint and Office 365 Group connection to store documents related to a client and allow others to collaborate on overlapping data without additional D365 licenses (or at least get the much more cost-effective Team Member licenses to read data but make only limited edits). Or, full-on model-driven PowerApps, allowing quick development of custom line-of-business applications whose data can be related to other "standard" business records, like the "normal" CRM records. And the connection to Flow allows for hundreds of other systems to be connected to D365 and allows you to automate business process. Or, other third-party tools, such as Tibco Scribe, can be used to pass data back and forth between systems.
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Score 9 out of 10
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We use Dynamics 365 as our main CRM platform with our company. Dynamics is used by all departments within our organization. We utilize Dynamics for marketing, support tickets, sales, accounting. CRM and HR. Basically our entire business runs off of Dynamics. We have been able to streamline processes across all departments as a result of implementing Dynamics 365.
  • Dynamics 365 being in the cloud is great since it reduced maintenance and is accessible throughout the world
  • Dynamics is very customizable and can be tailored to your companies exact needs
  • Great support for third party software providers that integrate into Dynamics 365
  • Great automation features
  • Would be great if you didn't have to have a staff member dedicated to just administrating Dynamics and
  • Can be a pain to fix if something breaks since Dynamics can get extremely complicated
  • The Reporting could use some improvements
  • Wish it was cheaper
Dynamics is great for mid to enterprise customers. Since it can perform almost every backend business function that is required to run a mid to enterprise size corporation. Dynamics is less well suited and can be overwhelming for smaller business under 100 users and can get expensive fast with consultants and dedicated staff members to just administer the platform.
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Score 10 out of 10
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We use Microsoft Dynamics 365 Online to track customer information, coordinate with our marketing automation systems, use it as a source of inspiration for content creation, and take it on the road with us via its mobile capabilities as marketers and salespeople. It is very effective and functional for our organization and its diverse needs among individuals and teams. Though I've only been using it about 2 years, our organization has thrived with its evolution for over 10.
  • Mobile Functionality Provides Modern Efficiencies that Allow us to Thrive
  • Multi-Departmental Functionality Improves Process Effectiveness
  • It's a natural segment of our business use and product/services models
  • As a marketer myself, I think Microsoft Dynamics 365 could do better at providing a Trailhead-style source for users
  • Community engagement is lacking - Microsoft could become more socially fluid and fun
  • Microsoft Dynamics 365 should extend its marketing team to create a more comprehensive and fun library of resources and tools for users
I would recommend Microsoft Dynamics 365 V9.0 Online, especially. Microsoft does a good job with upgrades and evolving to meet marketplace demands. Users should take advantage of the benefits of using it Online. On-Premises doesn't seem nearly as effective or sensical once you've upgraded to the Online version. Whether you're a small or large business, it makes sense to have CRM. It's how the world runs, and Microsoft Dynamics 365 is a front-runner.
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Score 10 out of 10
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Dynamics 365 is being used to manage our direct customer base as well as that of our wholesalers and resellers globally. It is what drives sales, service, support, invoicing, and reporting, as well as wholesale/resale web portals and customer web portals. Dynamics 365 is at the center of our business and drives the delivery, management, and support of our product to our customers.
  • Works out of the box.
  • Supports a wide variety of customization to support any business.
  • Easy to customize and integrate.
  • Reliable performance that does not require a lot of IT resources even with an on-premise deployment.
  • On-premise versus online deployment options.
  • Internet-facing deployment is available.
  • Strong ecosystem of apps and support.
  • Reporting: built-in reports are not user-friendly. We do our reporting from Power BI to give us that flexibility.
  • Email: does not thread email conversations.
  • Email editors/text editors are weak and don't allow for the rich text editing supported by most email clients.
Dynamics 365 is well suited for all customer-centric businesses where an XRM system is needed whether it's small or extra-large. It is capable of handling your sales, customer service, support, field service, etc. Essentially all of your customer management will be in one place with a little or as much customization as you want to invest in. It will is also able to integrate with your other systems.
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Alexander Cooper profile photo
Score 7 out of 10
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Microsoft Dynamics 365 is being implemented to clients aided through our consulting services. We have multiple clients using Microsoft Dynamics to focus data in Sales, Finance, and Marketing primarily. We are keen to migrate clients to the cloud, as the benefits of Microsoft Dynamics 365 in the cloud are greater than on-premise solutions. However, we consult in both areas.
  • Having options for both cloud and on-premise solutions. Some clients, especially government contracts do not allow cloud-based solutions and must have on-premise. However, for most the cloud is the better option.
  • Multiple versions, such as enterprise and business edition, are not completely dissimilar. As a user of the business edition, it was easy to pick up the enterprise edition. Both are available for clients that may require different scales of solutions.
  • Microsoft's AI suite is among the best in the world and its integration with Microsoft Dynamics is very desirable for clients, and offers exciting advantages for sales.
  • Customization is tricky with Microsoft Dynamics 365. Javascript is primarily used, and due to this most business edition users keep their solution as "out of the box" as possible to save time and cost.
  • The out of the box interface is clunky, and those who do not want to customize the interface will lose time figuring out and navigating through the complex interface.
  • To get the most out of Microsoft Dynamics 365, you need integrations with the rest of Microsoft's suite, which incurs more cost and can make it so you're putting all your "eggs in one basket".
Microsoft Dynamics 365 is well suited when you already have existing Microsoft products ready to be integrated, and skilled Javascript developers to aid in the customization. Microsoft's different levels of Dynamics 365 make it appealing to different sized clients. The ability to manage sales, HR, finance, integrated with artificial intelligence and other Microsoft solutions makes it a great choice. However, its use of MS SQL primarily is annoying, as the clients I dealt with were migrating from Oracle solutions using MySQL, so these clients required a large and long-winded data migration.
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Madelin Jaen profile photo
Score 10 out of 10
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Microsoft Dynamics is used across the company for the purpose of recruiting, managing applicants, completing onboarding and retaining up to date information on screening processes and candidate status. It allows for a seamless transition from applicant to new hire, and allows us to collect candidate information online to streamline the onboarding process.
  • Microsoft Dynamics is extremely robust, allowing for customization to a degree that I haven't found in other products.
  • The wide spread access enables employees from across the company to access the same up to date information constantly.
  • I am able to have all my relevant work information in one consolidated system. I can access Microsoft Dynamics at any time, which gives me the freedom to complete work wherever I may be.
  • The largely robust system can make for a tricky learning process. There are many things that can't be learned through training, just by time spent working in the system. This can make for a difficult transition for those who have never worked with the system.
  • Microsoft Dynamics can be slow at times, due to how much data it contains. This is a minor inconvenience at best, but it can be frustrating.
Microsoft Dynamics works best for large organizations that require a system to handle a lot of data input and collection. If you have a large number of employees that need consistent access to the same information, this is a good fit. I find it especially useful in onboarding and screening potential applicants. It would not be as well suited to smaller companies with minimal data management or low hiring standards.
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Felix Tapia profile photo
Score 10 out of 10
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Currently, the commercial commodity sales, residential commodity, and equipment sales side of our business are using the product. We're using it as two tenants integrating with our backbone ERP for real-time data.

It addresses the sales side of our organization and provides data on opportunities, in addition to prospect and customer communication.
  • Opportunity sales funnel view at a glance.
  • Task management for appointments, email tracking, and notes.
  • Outbound email communication using ClickDimensions and reporting on those pushes.
  • Web traffic data reporting.
  • User display enhancements. Mainly aesthetics.
  • Navigation control by security level.
  • Greater control of the iPhone app.
Allows for Microsoft Dynamics 365 to be the HUB for your business and provides a birds-eye view of staff.

Our sales team can find resources within Microsoft Dynamics such as brochures, literature, and templates and use them accordingly.

Our team can also view if their contact has acted upon an email sent, i.e. opened, clicked or completed a form.

Leads from external sources such as trade-shows and web-forms can be transferred and acted upon correctly.
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Lukasz Kokot profile photo
Score 7 out of 10
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Microsoft Dynamics 365 is being used across the whole Americas Division in our organization by several departments. It's being used by our customer service, sales, and marketing departments. It addressed the issue we previously had with managing our customer service tickets. Prior to implementing Dynamics in our organization, we weren't able to track our tickets or even know how many tickets each rep dealt with on a daily, weekly, or monthly basis.
  • Dynamics does a really good job integrating with other applications. Exchange for example-- within minutes (an admin account is required) you can integrate Dynamics with Exchange so the application can start sending out emails from any user or service/department mailbox to customers. Once Server Side Sync is set up, Dynamics can also start email ingestion without any issues. Other applications can be integrated into Dynamics this easily as well, Microsoft or not.
  • Another thing that Dynamics does very well is case management. You can use Dynamics to manage every aspect of your customer service experience without any issues. Customer service reps can create cases automatically from emails, phone calls, or create them manually and communicate with the customers without leaving the application.
  • Managing accounts is yet another thing Dynamics 365 does a really good job with. You can create custom account forms that have all the information you need for your accounts. You can also connect your accounts to contacts and stakeholders so it can be easily determined what account is associated with a specific email address or phone number.
  • Dynamics 365 mobile app requires some improvements in my opinion. The overall performance of the app can be at times sluggish (even on Wi-Fi) and the updates that need to be downloaded when the app is opened are too frequent and take too long to download.
  • With Dynamics 365 Online the back-end access is limited which makes simple tasks difficult to complete at times. With the online version, admins don’t have access to the SQL databases so finding out things such as storage allocation difficult since it requires creating a Microsoft Premier ticket, which in my opinion has room for improvement.
  • The workflows in Dynamics 365 work in a way where only one can be run at a time, so if you have configured several of them to run, say to send out several emails, they will not run in parallel. The second one will have to wait for the first one to finish before it can be executed. I think that needs improvement since the application should be able to run several workflows at the same time.
In my opinion, a scenario where a business has a large sales force with hundreds or even thousands of accounts and sales reps that need the information to be available to them at any moment is what Dynamics 365 is well suited for. Also, when a company needs to track what the salespeople do with those accounts and opportunities is another example of something Dynamics 365 is well suited for.
Read Lukasz Kokot's full review
Nagish Khan profile photo
Score 9 out of 10
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We in our organization use Microsoft Dynamics as a primary CRM/ERP across the whole organization for drawing charts for deep data analysis. We use it for decision making. It allows us to access it from the web, PC and mobile devices simultaneously. We use it in our Finance, Field service Client Management and many more across each and every department.
  • Everything in one place such as Sales, Marketing, Finance, Field service, Customer Service, Operations and the automation which is not available in other products that are in the market right now.
  • Most likable thing is customer support of Dynamics which I didn't see any other ERP or CRM team provide.
  • It looks and feels kinda mashup of Microsoft Word, Outlook, Excel, etc then it's a bit difficult to use it with ease at the start.
  • The knowledge curve for the first time Microsoft product user is a little slower and challenging for the first time for the user who is not familiar with other Microsoft products
  • Calculated metrics such as Key Performance Indicators, ratios, etc.. are not as simple as I'd like within the tool Can be done. I don't like to use codes and scripts much.
There are no such scenarios to not to use Microsoft Dynamics because it is a complete package and there is not any other application on the market which gives that many features which can be used in each and every scenario. I will be a little biased here because I love Microsoft Dynamics and use it everywhere.
Read Nagish Khan's full review
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Score 10 out of 10
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Microsoft Dynamics 365 is used through our entire company mainly as a CRM system to track customers, orders and keep information stored.
  • Marketing tracking.
  • Operations management.
  • Financial management.
  • Making things a bit more simple on the interface
Microsoft Dynamics 365 is a good CRM system. We use it to track financials and also do operations of our company with it. We do use it for marketing as well, but I do not think it is the best tool. It is great for keeping your customers info and details.
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Score 1 out of 10
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The PM group made the decision to go with Dynamics for timekeeping and didn't do user testing. There was a mild revolt. Dynamics seems to be very robust, but it's not designed as a timekeeping tool, so the one purpose it had for us it failed spectacularly. Not sure if it was a slick sales job or what, but it was a terrible move for us.
  • It has lots of options.
  • It's very colorful.
  • It works well with IE.
  • For us, a spreadsheet was preferable to enter time over Dynamics. To start, post login it took about 7 clicks to get to the time entry area, and once there it was configured badly for the average user. It doesn't default to grid view (like Outlook calendars) so you have to AGAIN click to get into a usable format.
  • It has a horrible use of real estate on the screen. Taking up the whole screen but 2/3 is white space.
I'm not sure where it would be useful but I heard it was very robust. I just know for time entry it was incredibly lackluster. I think our PMs might have fallen in love with its other features, but they failed to solve the original problem, which was simple accounting of time and effort.
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December 03, 2018

CRM - a great product!

Score 7 out of 10
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Microsoft Dynamics 365 is used across my department and has been for the last few years. We use the CRM tools to help us manage customer relationships and we use the ERP function to help us to help automate some of the back office functions we use in our research roles.
  • Very easy interface
  • Great customer service
  • I think that sometimes the displays are a bit hard to sift through
Microsoft Dynamics is super helpful in terms of how I conduct my business day to day. I am constantly interfacing with customers in my role of account management and it is important to have proper technology to help me do this as seamlessly and efficiently as possible. It is easy to use and the interface is pretty straight forward when you're used to it.
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Haley Lay profile photo
Score 6 out of 10
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Currently, we are using Microsoft Dynamics 365 in multiple departments, but not across our organization. We use it to track incoming client requests - from support to implementations. It allows those who are client-facing to be on one uniform application and to work more efficiently. We also use Dynamics to track KPI and SLA, amongst other metrics.
  • Everything is in the cloud which is great for our company as we have a lot of remote workers as well as travel.
  • Certain solutions allow us to take a quick look at data.
  • Business automation for certain workflows is helpful.
  • Very cumbersome to implement... a lot of options. Time-consuming.
  • Learning how to get data is not always intuitive. There are a lot (hundreds) of options that I never use to gather data and metrics, instead, it's just overwhelming.
  • The amount of customization available is both a blessing and a curse. The more customization, the more it seems to lag.
It worked great for documenting client-facing requests in our large client base. Some of the workflows between implementation and billing have improved efficiencies and allowed us to avoid missed revenue. That said, there are also a lot of options and functions that are not applicable, and it would be great to be able to hide/remove things that aren't needed to avoid clutter and inefficiencies.
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Yemsi Pino profile photo
Score 9 out of 10
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The department I work with is Geographical Systems, and we produce maps and planning projections for the future. This department uses the software when other firms needs a thematic map or a heat map and we have the opportunity to schedule the work and prepare the product, even program the reviews of the products before I deliver the final result. With this software I could send emails, prepare meetings and add some important notes from calls and communications with the customers. These communications helps me to improve my work every day in order be more efficient on the sales.
  • Is very flexible with the use of a very large database.
  • Integration with other products of Microsoft.
  • I can customize apps from a third party.
  • Is a very slow software to work with.
  • The learning curve is very steep to learn the software functionality.
  • The customize software is very difficult and needs a IT expert to do it.
In my daily work with projects are very well suited scenario for the best functions of MS Dynamics 365, because I can schedule the project, program meetings to ensure the goals of the project and the advance at the schedule time of execution. Add notes according to the agreements reached with the customer. And keeping track of the project with programmed emails and sales campaigns. The less appropriate scenario I can't find one right now, all you can do is adapt the way of work to the software you're working with.
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Brian Kedash profile photo
Score 8 out of 10
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At my company, we use MS Dynamics 365 for a myriad of different applications and offerings. We use it to maintain a current list of contact information for current customers, as well as new leads and prospects who come in through our various business development programs. We also use it to process orders and generate quotes, using custom tools.
  • Database
  • Integration with Outlook
  • Integration with ClickDimensions
  • Integration with social media
  • Ease of use
  • User friendliness
  • Customization
Dynamics CRM is very well suited for storing and keeping current thousands upon thousands of customer and prospect records for contact information. We track our communications in CRM, and create quotes where the contact information is automatically populated by CRM. We also use this to generate statements of work through the document generation platform Intelledox.
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Layne Latham profile photo
Score 4 out of 10
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Microsoft Dynamics is the CRM we currently use at our business. It was the CRM that was in place when I joined the company, and it will likely be the CRM we will use for some time. We use it to track our sales pipelines and our existing customers. The primary business problem it solves it that it tracks information independently from the employee, so important information isn't lost when someone leaves.
  • The interface is relatively easy to navigate.
  • For the most part, it can be customized and becomes as helpful as you want to put time into making it.
  • The program is reliable and seems to be always available.
  • The sign in process is a complete mess.
  • The "save" button is in the worst possible place on the screen, all alone in the bottom right corner.
  • There are much fewer third party programs that are built to integrate with Dynamics when compared to Salesforce.
I can only imagine that it is less expensive than Salesforce, or that it's too difficult to transition to another CRM, as I can't believe we still use it.
It's better than not having a CRM, and I'm sure there are worse programs, but if I were a new buyer choosing between Salesforce and Microsoft Dynamics, and the pricing was even remotely similar, I'd be buying Salesforce.
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Johnn Karanja profile photo
Score 8 out of 10
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I use this product across the whole organization to monitor system activity of users in Dynamics 365. This includes understanding which users are creating records and how many records they are creating. This also includes the same information on deleting, updating, and reading of records.
  • Field service module offers project management functionality through scheduling, routing, and work orders, as well as contract management, inventory, and return capabilities.
  • Project service modules can offer improved productivity. With tools for project planning, resource scheduling, time and expense management, and service analytics, businesses can work smarter and gain better insight into their performance.
  • The customer service module provides tools to help companies manage the support and retention phase of the customer lifecycle.
  • Ability to copy records is missing for most entities.
  • Administrative management of user created/changed settings, views, charts and dashboards is missing.
In my daily work with projects are very well suited scenario for the best functions of MS Dynamics 365, because I can schedule the project, program meetings to ensure the goals of the project and the advance at the schedule time of execution. Add notes according to the agreements reached with the customer. And keeping track of the project with programmed emails and sales campaigns. The less appropriate scenario I can't find one right now, all you can do is adapt the way of work to the software
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Score 7 out of 10
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Our MS Dynamics 365 system is used by our Sales and Marketing department, as well as by senior leadership. We primarily use this system to manage our sales process, drive and report new revenue, and as a database for our lead generation and lead nurturing efforts.
  • The system is easy to customize to the meet business needs. The Dynamics 365 allows for setting up automated workflows, forms to capture additional data points, alerts, business processes, etc. all from within the UI, without the need for custom development.
  • MS Dynamics 365 has native integration with other Microsoft products (Excel, Word, Outlook, etc.) which makes the system generally user-friendly as many users are familiar with Microsoft's product suite.
  • Customer support in system updates could be much better. The latest major system update our organization implemented resulted in many complications that took a long time to resolve.
  • The system could be better in scalability as it is often tedious for the user to make mass changes through the Dynamics 365 UI.
If your organization is already using other Microsoft products, has many customization needs, and has a limited user base, Dynamics 365 might be a great fit. If your organization will be able to get by with Out-Of-The-Box functionality of other CRM systems and is using non-Microsoft products, another more cost-effective CRM might be a better choice. If you want a large scale, full-fledged CRM platform for a large number of end users you might want to look into Salesforce.
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Kelly Ferriter profile photo
Score 7 out of 10
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We are using it as supervisors for scheduled maintenance. It helps with organization and helps us when people call out. I find it useful because it allows for people with little to no knowledge of the system to be able to work with it when we are short staffed and it is not hard to teach as well.
  • organization of staffing in regards to who is at work, roles everyone is playing during the day
  • tasks that have been done, versus tasks that need to be done
  • easy to teach to new users
  • we have not run into an problems currently
We really enjoy this program, as I have stated before it is so easy to teach new users so it does not take away time from the day where our top people would need to be on the phones or meeting with clients, we can get this training done in a morning or two and then we have them up and running.
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Score 8 out of 10
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We used MS Dynamics as a customized CRM system on various campaigns depending on client preferences. Only alternative was Salesforce. Dynamics helped us to keep the whole chain of sales executives up to date on what is happening with a specific account, as we are a global organisation, and multiple executives from multiple regions have to work on the same account, additionally the client's team has to have access to the records as well.
  • overview of previous outreaches to a specific account
  • customization of design and data transfer to the next level of the sales process, making easy for the next person to take over
  • clean user interface, not overwhelming amount of information on one page
  • quicker and more user friendly than competing products (based on my opinion and xp)
  • it can be heavy for older machines, which is problematic for businesses which do not need the latest hardware; running in the background it could slow down other processes
  • like every other SaaS solution it crashes from time to time, it has to be more clear why, so people can address the problem to the IT dep responsible for the support
  • often there is a redundancy of needed information so many things have to be filled out twice until you cane save the activity
I have used Sugar CRM and Salesforce, where the first one is very easy to use but very limited in functionality, and the second one can do everything but gets very confusing for the user. MS Dynamics gives the perfect balance between both.
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December 28, 2017

Solid scaleable CRM

Score 6 out of 10
Vetted Review
Verified User
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Microsoft Dynamics is used by our organization to track sales opportunities across the entire sales process. Management uses the software for pipeline review and forecasting and the sales force uses the system to enter and progress sales to completion. In addition we have integration with marketo marketing for automated communication to our prospective clients. It provides a single system for us to ensure there is not a duplication of efforts and allows for accountability with the sales team.
  • Integration with the rest of the Microsoft suite is very helpful. The ability to flag emails and attach them to a particular opportunity is great.
  • The progression of sales through the sales process is great. We are able to require certain pieces of information and the completion of specific sales tools in order for users to move opportunities through the pipeline.
  • Contact management is nice as well, it allows us to pull reports and generate invite lists for events, marketing campaigns, etc.
  • The system is so complex that it can be over burdening for end users if it is not set up in a simple way. There is so much functionality that you can easily go overboard.
  • It would be nice to have multiple "owners" or end users associated with a single record or sales opportunity. We have multiple sales members working on individual contracts and it would be nice to avoid duplication and allow for better sharing.
  • Reports are a little difficult to customize, more ability on this front would be highly beneficial.
This product is a good fit for those already using the Microsoft office suite and want to take advantage of the integration. It is not as end user friendly as some of the other CRMs I have tested and used in the past, but it does get the job done. As with all software, the implementation is key to avoid duplication and confusion at the launch, which was a big struggle for us.
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Score 7 out of 10
Vetted Review
Verified User
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We use Microsoft Dynamics CRM as both a bank of information that every person on staff references and as a direct email tool to manage subscriptions and send out email blasts. The platform allows us to get in touch with prospects through targeted email, manage extensive lists of prospects and also track vital business information that helps our business function more smoothly.
  • Stores information in an organized fashion, allowing for easy search and recall
  • Simplifies the email marketing process by organizing lists and information
  • Provides one go-to place for key business information
  • Could do a better job of tracking duplicate information among contacts in lists
  • The email marketing interface sometimes glitches out, causing delays in our ability to send email blasts
  • Email marketing tests can be difficult to get exactly right, in terms of formatting
Microsoft Dynamics CRM is well suited for organization of key business information, where you can add many details that can be searched or filtered accordingly to what you want to see. Microsoft Dynamics CRM is a solid tool for email marketing campaigns, allowing for fairly simple editing of email templates, without knowledge of HTML. It can sometimes be glitchy though, causing delays in our ability to send messages. It is also good for managing very large lists, although I would appreciate a better feature for sniffing out duplicate contacts within marketing lists.
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Score 8 out of 10
Vetted Review
Verified User
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We use Microsoft Dynamics CRM across our entire organisation, from using it to log and manage support cases, time recording for staff and monthly billing, tracking implementation projects, and sales and marketing. It underpins our entire business. The flexible CRM gives us allows us to implement rapid process change should the need arise.
  • The ability to customize CRM out of the box without the need for a developer is its biggest strength.
  • Powerful and flexible workflow engine.
  • Simple and easy to understand security model.
  • The Workflow designer has not been updated in 10+ years.
  • Business process flows still need some enhancements adding to them to allow for extremely complex processes.
  • Dialogs should either be removed or enhanced (Mandatory fields etc).
It works really well as a support desk system especially with the new SLA management. The new CRM WebAPI is great for doing custom development. The new mobile application is also very useful but could be more customizable. Currently, the mobile application is too locked down for my liking.
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Maxime Guglielmetti profile photo
Score 3 out of 10
Vetted Review
Verified User
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Microsoft Dynamics CRM is being used for different reasons and by different teams in my current organization. We are currently implementing it in the Communication division to address community relations, create, maintain and share a contact and organization database, log meetings minutes, issues, and improve the organization's image by straightening and aligning their outside communication. We are planning to add more processes in the near future.
  • Main menu. MS Dynamics menu is user friendly.
  • Interface overall is OK.
  • Auditing. Major issue for me. It is not possible to export "who" log to Excel - when and what people have been doing. It has to be done manually, which is really cumbersome. I had to review 100 of pages of logs to communicate my 1st Proof of Concept! It is very useful when working on a POC. as a BA or PM, I need to follow what is happening in order to address potential issues. In most of the others CRM I know, it is usually really easy to generate a KPI report by team, process, etc.
  • Administration. It is not user friendly compared to best in class CRMs. Roles and privileges are complicated. Designing a structure with business champion has been challenging.
We are looking at the integration with Outlook that can be really useful to us but I have not tested it yet.
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Feature Scorecard Summary

Customer data management / contact management (46)
8.6
Workflow management (44)
8.3
Territory management (35)
8.3
Opportunity management (43)
8.7
Integration with email client (e.g., Outlook or Gmail) (43)
8.5
Contract management (34)
7.9
Quote & order management (31)
7.8
Interaction tracking (39)
8.4
Channel / partner relationship management (33)
8.3
Case management (32)
8.8
Call center management (27)
7.8
Help desk management (31)
8.2
Lead management (41)
8.1
Email marketing (42)
7.8
Task management (38)
7.8
Billing and invoicing management (28)
7.9
Reporting (31)
7.3
Forecasting (36)
7.0
Pipeline visualization (41)
8.5
Customizable reports (44)
7.6
Custom fields (43)
8.4
Custom objects (42)
8.4
Scripting environment (31)
7.6
API for custom integration (35)
8.1
Single sign-on capability (34)
8.7
Role-based user permissions (34)
8.8
Social data (24)
7.8
Social engagement (25)
7.9
Marketing automation (39)
8.1
Compensation management (18)
7.6
Mobile access (29)
7.7

About Microsoft Dynamics 365

Microsoft Dynamics 365 (formerly called Microsoft Dynamics) CRM is a CRM system providing sales, marketing, and service (help desk) functionality. It is offered in two flavors: Online (competing directly with Salesforce) and on-premise.

The Microsoft Dynamics family of business applications includes other related products for ERP and retail management.

Microsoft Dynamics 365 Features

Has featureComprehensive Solution for Sales, Service & Marketing
Has featureProductivity Through Seamless Integration with Office 365
Has featureAnalytics Through Seamless Integration with PowerBI

Microsoft Dynamics 365 Integrations

Act-On Software, Oracle Eloqua, HubSpot, LeadLife, Microsoft Dynamics 365 Marketing, Adobe Campaign, Aprimo, eTrigue DemandCenter, ReportMiner, Centerprise Data Integrator, Syncfrog, LiveChat, CallidusCloud CPQ, CallidusCloud CLM, SnapEngage, Boingnet, Devart Excel Add-ins, GreenRope, Cincom CPQ, Axiom EPM, Paperless Proposal, QuoteWerks, Ektron Web Content Management System (Discontinued), Interactions Digital Roots (formerly ENGAGE), Office 365, PowerBI, Yammer, Microsoft Social Listening

Microsoft Dynamics 365 Competitors

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?No

Microsoft Dynamics 365 Support Options

 Free VersionPaid Version
Phone
Email
Forum/Community
FAQ/Knowledgebase

Microsoft Dynamics 365 Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows
Mobile Application:Apple iOS, Android, Windows Phone
Supported Countries:global
Supported Languages: Over 40 languages