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Microsoft Dynamics 365

Microsoft Dynamics 365
Formerly Microsoft Dynamics CRM

Overview

What is Microsoft Dynamics 365?

Microsoft Dynamics 365 is a CRM providing sales, marketing, and service functionality. It is offered as SaaS and on-premise. Dynamics 365 is part of the larger Dynamics suite of business intelligence and ERP products.

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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

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Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://www.microsoft.com/en…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $44 per month
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Features

Sales Force Automation

This is the technique of using software to automate certain sales-related tasks.

7.7
Avg 7.7

Customer Service & Support

This component of CRM software automates help desk, call center and field service management.

7
Avg 7.5

Marketing Automation

This component of CRM software helps to automate and scale marketing tasks and the subsequent analysis of those efforts.

7.6
Avg 7.6

CRM Project Management

This component of CRM software helps users initiate, plan, collaborate on, execute, track, and close projects.

7.4
Avg 7.6

CRM Reporting & Analytics

Reporting and analytics in CRM software includes sales forecasting, pipeline analysis, and automated dashboards.

8.7
Avg 7.6

Customization

This addresses a company’s ability to configure the software to fit its specific use case and workflow.

7.6
Avg 7.5

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

7.6
Avg 8.3

Social CRM

This component of CRM software helps companies leverage social media in engaging with customers.

7.6
Avg 7.3

Integrations with 3rd-party Software

This involves the CRM software’s ability to integrate with other systems, whether external or homegrown.

7.1
Avg 7.3

Platform

8.1
Avg 7.4
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Product Details

What is 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

  • Supported: Comprehensive Solution for Sales, Service & Marketing
  • Supported: Productivity Through Seamless Integration with Office 365
  • Supported: Analytics Through Seamless Integration with PowerBI

Microsoft Dynamics 365 Video

Find more opportunities and boost sales with Microsoft Dynamics 365 - Gamification

Microsoft Dynamics 365 Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows
Mobile ApplicationApple iOS, Android, Windows Phone
Supported Countriesglobal
Supported LanguagesOver 40 languages

Frequently Asked Questions

Microsoft Dynamics 365 is a CRM providing sales, marketing, and service functionality. It is offered as SaaS and on-premise. Dynamics 365 is part of the larger Dynamics suite of business intelligence and ERP products.

Microsoft Dynamics 365 starts at $44.

NetSuite ERP, Sage CRM, and Salesforce Sales Cloud are common alternatives for Microsoft Dynamics 365.

Reviewers rate Forecasting and Pipeline visualization highest, with a score of 9.

The most common users of Microsoft Dynamics 365 are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews From Top Reviewers

(1-5 of 89)

You'd be way better off with Salesforce...

Rating: 2 out of 10
February 01, 2015
Vetted Review
Verified User
Microsoft Dynamics 365
3 years of experience

We are no longer using Microsoft Dynamics CRM within our company. We migrated to Salesforce approximately three months ago.

In all honesty, we had a very poor experience using Microsoft Dynamics CRM, and while we've deduced that big part of our problem was the initial partner implementation of our production organization.

In an effort to raise the total implementation costs, the partner we used (who was recommended by a Microsoft rep) put so many unnecessary developments into our organization that it was pretty much unusable, required major rebuilds upon every upgrade/update, and caused so many SQL server timeout errors that our users refused to work in it anymore.

When confronted with the issue, all parties involved (Microsoft support, the implementation partner, and support teams from software integrated into our Dynamics org) passed the blame. The issues were never their fault, and we were sent in circles trying to deal with the issues in our Dynamics org.

  • Integration with other Microsoft products/software
  • Single sign-on capabilities
  • The improvements made between MS Dynamics 2011 and MS Dynamics 2013
Cons
  • They need to build their upgrades/updates in a way that doesn't break all the custom development currently deployed in a production org. We had to basically rebuild a huge chunk of our custom development with every update, and major software upgrades required a complete and total system overhaul. All of this meant major partner costs every year, that were caused by no fault of ours.
  • Microsoft support needs to accept and acknowledge when the issue is their fault, and provide options for fixing it. After a 8 month fight with Microsoft support, we finally got to a support engineer that acknowledged the issues we were having, and provided band-aid solution after band-aid solution. The entire situation created a massive domino effect. One problem got fixed, and three more showed up/started happening.

If a company launches a MS Dynamics environment now, with all the improvements that have been made, they will be much better off then we were. We launched our MS Dynamics CRM environment approximately three years ago, and spent a very large amount of money building it to our specifications. Over the next three years, much of what we built became out-of-the-box functionality, and with each improvement, we had to break down our custom development and re-implement the out-of-the-box functionality.

If we were starting now with a MS Dynamics CRM environment, and found a partner that didn't push unnecessary development changes, we might have been way better off.

We ended up migrating to Salesforce and couldn't be happier. Development is so much simpler with their "clicks not code" philosophy, their smooth upgrades 3 times a year, and their quick and knowledgeable support staff.

Dynamics CRM Good For Entry-Level CRM

Rating: 2 out of 10
January 27, 2015
Vetted Review
Verified User
Microsoft Dynamics 365
6 years of experience
CRM is utilized for multiple purposes throughout the organization:

  • For sales, CRM is used for contact management and sales forecasting.
  • For marketing, we have recently installed Marketo. The integration with MS-CRM has been difficult. Nothing talks well with Microsoft products anymore. I can especially attest to this as a web designer. Most basic fields translate over to Marketo, however, custom data fields are an issue. We also use CRM marketing lists for events and campaigns. Basic campaign tracking as well.
  • Easy to enter new contacts.
  • Easy to export to Microsoft products like Word, Excel, etc.
  • Easy lookups to create lists.
  • Overall easy adoption because of Microsoft UI.
Cons
  • Overall openness to developers.
  • Integration with 3rd party products like Marketo.
  • Remove that email token everybody hates.
Depending upon the size of the organization, I would recommend a hard look at Salesforce. Microsoft Dynamics CRM is a nice entry level CRM. That's why I endorsed it's implementation in my previous position. SalesForce has made leaps and bounds since then, and there are many more add-ons.

Are AI and Outlook Integration your Primary Concerns? Here's the Product for you!

Rating: 7 out of 10
March 02, 2019
AC
Vetted Review
Verified User
Microsoft Dynamics 365
1 year of experience
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.
Cons
  • 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.

Microsoft Dynamics Review

Rating: 9 out of 10
June 03, 2021
RB
Vetted Review
Verified User
Microsoft Dynamics 365
2 years of experience
It's used by the whole sales team as the main CRM. It helps keep track of all the information related to customers and sales opportunities.
  • User friendly.
  • Customer support is outstanding.
  • Can integrate with other softwares.
Cons
  • Marketing features.
  • Mass mailing.
  • Use of templates.
It is great for keeping track and following on sales opportunities. It provides many options for recording information on these leads.

Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) as the best adaptable business management solutions

Rating: 8 out of 10
September 11, 2018
JK
Vetted Review
Verified User
Microsoft Dynamics 365
4 years of experience
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.
Cons
  • 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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