What is Microsoft Dynamics 365 Customer Engagement?

Microsoft Dynamics 365 Customer Engagement (D365CE) is the name that has been given to a collection of Apps that Microsoft have built based on the Common Data Service. This can be seen as the replacement/enhancement of the previous Dynamics CRM solution.

So D365CE is a flexible modular system that is design for small – to medium sized businesses. However, in my experience even large enterprise class customers have been adopting elements of Dynamics 365 for Customer Engagement alongside their core ERP implementation of Microsoft Dynamics 365 for Finance & Operations.

Its important to understand that Microsoft are well known for changing the names of their products, more frequently than perhaps their competitors. What this does do is create some confusion amongst users and consultants alike as to what is actually what!!

I believe the apps included in the Microsoft D365 Customer Engagement family are:

  • D365 Sales Hub + Sales Team Member
  • D365 Customer Service
  • D365 Field Service + Connected Field Service
  • D365 Project Service
  • D365 Resource Scheduling

Essentially this means that the Apps can all share a common datasoure, making the surfacing of data between them seemless.

In addition to the Apps there is direct integration between D365CE, Microsoft SharePoint, Microsoft Teams and Microsoft Outlook. The good news doesnt stop there – as there is also a great D365 Mobile App!

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