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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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Recent Reviews

Buyer Beware!!!

1 out of 10
February 18, 2022
We used Microsoft Dynamics 365 as our Applicant Tracking/Employment Management System. We add candidates and clients to the database and …
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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

Popular Features

View all 31 features
  • Customer data management / contact management (68)
    8.7
    87%
  • Custom fields (65)
    8.3
    83%
  • Integration with email client (e.g., Outlook or Gmail) (65)
    7.6
    76%
  • Workflow management (66)
    7.2
    72%
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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.

7.9
Avg 7.7

Customer Service & Support

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

6.9
Avg 7.5

Marketing Automation

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

7.8
Avg 7.5

CRM Project Management

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

7.8
Avg 7.6

CRM Reporting & Analytics

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

8.9
Avg 7.6

Customization

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

7.8
Avg 7.6

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.

7.9
Avg 8.3

Social CRM

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

8
Avg 7.2

Integrations with 3rd-party Software

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

7.6
Avg 7.1

Platform

8.4
Avg 7.5
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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 9.1.

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 and Ratings

(933)

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Microsoft Dynamics 365 is a great way to run an organization as an ERP system. It adds a lot of values in connecting all units within the organization. It keeps record of your transactions and inventories. It provides lots of analysis and it is a very secured system compared to customized applications/platforms.
  • Lots of improvement and updates.
  • CRM is a great advantage.
  • Security is great.
  • Customer support requires some support at times as they need some training when dealing with a customer and asking all the questions. The way they handle issues needs attention and they need to be trained.
Microsoft is a great company that every person is happy to work on its application/platform unlike others like Oracle which is not very flexible and does not allow you for much progress in your application therefore you cannot do many changes and updates. In the same time Oracle is a great company yet its very expensive to buy their product.
Sales Force Automation (9)
76.66666666666667%
7.7
Customer data management / contact management
90%
9.0
Workflow management
70%
7.0
Territory management
80%
8.0
Opportunity management
80%
8.0
Integration with email client (e.g., Outlook or Gmail)
70%
7.0
Contract management
80%
8.0
Quote & order management
80%
8.0
Interaction tracking
70%
7.0
Channel / partner relationship management
70%
7.0
Customer Service & Support (3)
70%
7.0
Case management
80%
8.0
Call center management
80%
8.0
Help desk management
50%
5.0
Marketing Automation (2)
75%
7.5
Lead management
80%
8.0
Email marketing
70%
7.0
CRM Project Management (3)
73.33333333333333%
7.3
Task management
70%
7.0
Billing and invoicing management
70%
7.0
Reporting
80%
8.0
CRM Reporting & Analytics (3)
86.66666666666666%
8.7
Forecasting
90%
9.0
Pipeline visualization
90%
9.0
Customizable reports
80%
8.0
Customization (4)
75%
7.5
Custom fields
80%
8.0
Custom objects
80%
8.0
Scripting environment
80%
8.0
API for custom integration
60%
6.0
Security (2)
75%
7.5
Role-based user permissions
70%
7.0
Single sign-on capability
80%
8.0
Social CRM (2)
75%
7.5
Social data
80%
8.0
Social engagement
70%
7.0
Integrations with 3rd-party Software (2)
70%
7.0
Marketing automation
70%
7.0
Compensation management
70%
7.0
Platform (1)
80%
8.0
Mobile access
80%
8.0
  • It saved a lot of time and cost which was impacted when we moved to Dynamics 365.
  • It adds value as employees has more space to develop their skills with the less workload they have.
Interfaces are better, faster in work and more secured. Cost of product is much better with Microsoft Dynamics 365. Moreover Microsoft Dynamics 365 works hard on its updates and tries its best from what I have seen to make a better available product for usage by companies and individuals every where.
Its a moderate platform. People would love working on it. Updates are great, fast and it is reliable. Never faced a crash when I was using it.
Support requires some attention and training on how to handle issues with customers and how to answer their questions therefore you might face an instance where they are not really very supportive and they tell you what you already know about your issue.

This happened a couple of times which was not a good way.
400
Almost most departments uses it from Sales, marketing, procurement, finance, administration.
10
People who work in the support Information and technical department does the support and coordinate any issues.
  • CRM
  • Inventory
  • Finance.
  • Analytics which was really great.
  • Connect with our global branches and offices.
Its good, people love it, it provides the requirement. So far it is doing a great job.
Yes
It replaced ERP oracle based systems as we were not very much happy with the performance and it is very heavy on our systems and it was not easy to make many changes from time to time or reports while Microsoft Dynamics was a very good choice indeed.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
Price is really great, product features are incredible, everybody knows the platform and works on it and the updates are great indeed.
I would not change. I will stick to Microsoft Dynamics 365 for my business and recommend it to others for sure.
I did not buy we were working on moving forward with this. So far we might decide to proceed with it.
No
Accessing it through my mobile is great and it made the difference. This is indeed an advantage.
Todd Jankowski | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our CRM system is currently used by our inside and outside sales teams only. Long term we will rollout to our engineering team and our service team.

Used to streamline sales process---handling of leads and opportunities. Used to manage our interaction with accounts and contacts. We also use the goal function and ClickDimensions for marketing automation.
  • Incredibly intuitive to use. I was hired without any prior knowledge of Microsoft Dynamics and had a custom system Implemented and trained to our sales team in just over 3 months. That is incredible.
  • Readily available training materials----just google your question and you'll find support from all corners of the internet.
  • The dashboards are very easy to create and customize.
  • Sometimes there are too many ways to skin a cat----this has lead to confusion from our sales team at points. IE...multiple ways to get to the same place within CRM.
  • I find the Outlook version to be "glitchy". We get crashes or disconnects fairly often. Easy to fix but nonetheless it's annoying. I tend to use the IE version exclusively.
It's so easy to customize. I can't imagine an industry or scenario where it wouldn't work exactly how you would need it. To me the bigger key or more important criteria is selecting a certified Microsoft partner to work with. Our partners have been great to work with when I get stuck or can't solve something on my own.

I was an end user with salesforce.com at previous employer---to me there is no comparison.
Sales Force Automation (9)
53.33333333333333%
5.3
Customer data management / contact management
100%
10.0
Workflow management
100%
10.0
Territory management
100%
10.0
Opportunity management
100%
10.0
Integration with email client (e.g., Outlook or Gmail)
80%
8.0
Contract management
N/A
N/A
Quote & order management
N/A
N/A
Interaction tracking
N/A
N/A
Channel / partner relationship management
N/A
N/A
Customer Service & Support (3)
N/A
N/A
Case management
N/A
N/A
Call center management
N/A
N/A
Help desk management
N/A
N/A
Marketing Automation (2)
50%
5.0
Lead management
N/A
N/A
Email marketing
100%
10.0
CRM Project Management (2)
50%
5.0
Task management
100%
10.0
Billing and invoicing management
N/A
N/A
CRM Reporting & Analytics (3)
100%
10.0
Forecasting
100%
10.0
Pipeline visualization
100%
10.0
Customizable reports
100%
10.0
Customization (4)
75%
7.5
Custom fields
100%
10.0
Custom objects
100%
10.0
Scripting environment
100%
10.0
API for custom integration
N/A
N/A
Security (1)
100%
10.0
Single sign-on capability
100%
10.0
Social CRM (2)
N/A
N/A
Social data
N/A
N/A
Social engagement
N/A
N/A
Integrations with 3rd-party Software (2)
50%
5.0
Marketing automation
100%
10.0
Compensation management
N/A
N/A
Platform (1)
N/A
N/A
Mobile access
N/A
N/A
  • Has given our sales leadership SIGNIFICANT insight into individual rep pipelines, conversion rates, lead generation and order income (won opportunities). We were able to implement a KPI rep ranking system and bonus program because of the insight CRM provides our sales management.
  • Drastically improved our account and contact management---captured email address and implemented customer newsletter as a direct result of CRM. Increased customer satisfaction.
I was an end user of Salesforce.com. I am our system administrator with Microsoft Dynamics. To me there is no comparison.

I was not part of the decision making process when purchase decision was made. It was important for us to have on premise deployment.
15
Sales team only at this point. We will eventually rollout to our engineering team and service team.
1
Basic to moderate computer skills needed. Prior understanding of Microsoft product suite helpful.

#1 is Patience. CRM was new to ouir organization and a big culture change to our sales team. I get questions all day long on items that were previously trained or introduced.

We use third party advanced support when I can't solve something on my own. Javascript and programming as an example.
  • Managing sales process
  • Marketing automation
  • Goal and rep performance monitoring
  • Managing contacts and accounts
  • Marketing automation. ClickDimensions email marketing was recommended to us. When we first made decision to implement a CRM system we had no idea this add-on was available. We have since implemented and use to send customer newsletters.
  • Will eventually use to manager communication and workflows across multiple departments. Sales to Engineering for example.
  • Implemented in-house
No
Change management was a major issue with the implementation
Implementing and the benefits were a big cultural change to our sales team---CRM immediately brought accountability to our team. There was no system in place for us to have insight into rep performance. We lost a couple of reps along the way due to this. Made us a stronger sales team in the end.
  • Training our sales team. This was a big cultural change and change in environment to them.
  • The implementation itself was a dream. It's so intuitive. I knew nothing about Microsoft Dynamics when hired. I was able to fully customize our system, import all of our data and implement in just over three months.
I was hired as our CRM administrator on March 3. I had no prior knowledge or experience with Microsoft Dynamics. Initially we only used the lead, opportunity, contact and account entities. We have since added additional features----marketing automation, dashboards, goals and workflows.

It is so intuitive and easy to use that I learned the system, made all of our customizations, imported all of our contact and account information in just over three months. Training was rolled out to our sales team the second week of June. That is incredible.
Yes
I use third party support when I can't solve an issue on my own. CRM is still relatively new to our organization (20 months). I'm a pretty advanced user and MD CRM is easy to use but I still get stuck from time to time and have to call in support. We've done a lot of advanced customization that has required an extra level of support to implement.
Our partner, Ledgeview Partners has been FANTASTIC to work with. They are always timely in their response and have taken time to understand our business and our specific needs. We've made a lot of advanced customizations and they have been a great help in making those updates.
Yes
Always resolved in a timely fashion. We had issues importing the ClickDimensions solution. Took a couple of days but was solved. The Outlook version has had some crash issues and our partner has helped resolve.
Reza Shirazi | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • It has a familiar Microsoft Interface. Since most of our organization uses Microsoft products, it helps with the learning curve.
  • It has good integration with other Microsoft products like Outlook and Excel.
  • It has some good reporting features in Views. Users can create them easily and also export them to Excel to do further analysis
  • A skilled administrator can do a lot to build and maintain the system without needing a developer.
  • It has a good workflow engine. It is easy to configure for someone with business analyst skills. A lot of your business processes can be automated and you would not need a developer.
  • It has a powerful security model and framework which really helps us segregate data and processes
  • The User Interface is quite clunky. It is not Web 2.0. This is improved in the 2013 release.
  • It does not have good out of the box mobile functionality. I think there are some third party products that address this and CRM 2013 will also improve this ability.
  • Limited marketing and field service automation functionality. Again, there are some good third party products that address this. We are looking at implementing Marketo for Marketing Automation. We have not begun evaluating field service automation vendors yet, but FieldOne has a product that provides this functionality for Dynamics CRM.
It is a strong product but you need to consider if it is a good fit for your environment and business. If you have a lot of Microsoft products and staff with these skills, it will be a good fit.
  • We have extended Dynamics CRM to track our energy efficiency programs. We manage over 400 energy efficient programs operating in almost 25 States for over 70 clients. We manage and process almost 200,000 payments to over 15,000 energy program participants. Each Program is a unique, delivering a customized professional service to a targeted local customer base. Customer Service Management on such a large and decentralized scale was possible with Dynamics CRM.
  • 20% Increase in Call Center Efficiency – CRM use across CLEAResult means that Call Center Staff, Incentive Processing Center Staff, Program Operating Teams, Program Managers, Client Call Center Staff and Client Managers all work off of the same data set. For example, during the program management process, incidents arise when application for rebates are received partially complete. CLEAResult utilizes the Customer Service module to manage these cases, work with participants to earn complete rebates and eliminated major complaints to the utility companies that CLEAResult serves. The result is reduced churn, increased communication, more satisfied Program Participants and more satisfied Clients.
  • Scalability For a Complex Business - The business process improvements that CRM enables allow CLEAResult to scale our business. In 2011, before CRM, CLEAResult had 300 employees doing business in fewer than 10 States. We now have over 600 users on CRM and the CLEAResult family of companies has over 1000 employees doing business in almost 25 States. We can now report on the progress of our programs in real-time allowing for quick adjustments to program design in order to meet client goals. We can more easily onboard new employees and new clients, launch new programs and extend into new states. Adoption of the standardized business process that CRM enabled makes this continued growth possible.
We are a Microsoft shop with a lot of Microsoft products. The key stakeholder in the business also had experience in working with Dynamics CRM in a prior job.
It is working well for us!
600
  • Business Development
  • Operations (Energy Efficiency Program Management)
  • Incentive Processing Center
  • Customer Call Center
3
We have two CRM Application Administrators. They are both skilled in Dynamics CRM with some certifications.
We have one CRM Business Analyst. She is knowledgeable about CRM and how the business uses it.
  • We have configured and customized the tool to run our energy efficiency programs
  • The Incentive Processing Center uses CRM to enter rebate applications and generate invoice information to pass to our financial system
  • The Customer Call Center uses it to manage cases for the participants in our programs
  • Business Development uses it to manage their pipeline
  • We have extended the system to help us manage our energy efficiency programs. The system is very configurable to do so. It has been very effective for us versus building custom software.
  • We plan to implement add-ons for Field Service Automation and Marketing Automation
No
  • Prior Experience with the Product
Our key business stakeholder had experience with Dynamics CRM in a prior job.
We would probably have done some more analysis on cloud vs. on-premise products. There are some challenges with having an on premise product I would prefer not to deal with.
  • Professional services company
Hitachi Solutions
Yes
We did multiple releases over an 18 month period.
There was a three month discovery and design phase followed by the first release. We then had multiple releases that were 6-8 weeks in length.
Change management was a major issue with the implementation
We did not focus enough on change management and commit resources to it.
  • Change Management
  • Challenges with infrastructure as we scaled the system very rapidly
Our implementation did not follow some general best practices around project management and change management.
No
The interface is somewhat clunky and has lots of noise. Navigating around is not that simple and takes some getting used to. I think there are improvements to this in the 2013 version.
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