Microsoft Dynamics 365

Modernize your CRM to deliver personalized experiences at scale. microsoft.com

CRM
★★★★☆ 4.1
1975 Founded
10001+ Employees
35,000+ companies worldwide (estimate, based on industry analyses). Customers
Redmond, Washington, USA Headquarters
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Quick Facts

✓ Free Trial
Website
microsoft.com →
Starting Price
50
Pricing Model
per-user
Free Trial
30 days
Company Type
public
Social
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About Microsoft Dynamics 365

Microsoft Dynamics 365 is a portfolio of intelligent business applications that combines customer relationship management (CRM) and enterprise resource planning (ERP) capabilities, delivered as modular SaaS apps on Azure. It was introduced in 2016 as the successor to the on‑premises Microsoft Dynamics CRM and AX/NAV/GP/SL product lines, consolidating them into a unified cloud platform. en.wikipedia.org

Within the CRM category, Dynamics 365 includes dedicated apps for Sales, Customer Service, Field Service, and Customer Insights, giving organizations tools to manage the entire customer lifecycle—from lead generation and pipeline management to omnichannel support and field operations. These apps share a common data model (Microsoft Dataverse) and are tightly integrated, so sales, service, and marketing teams can work from a single, consistent customer record. randgroup.com

A major differentiator is native integration with the broader Microsoft ecosystem, including Microsoft 365 (Outlook, Teams, SharePoint, Excel), Power BI, Power Apps, and Power Automate, as well as LinkedIn Sales Navigator. This allows organizations already standardized on Microsoft technology to embed CRM data into everyday productivity tools, build low‑code extensions, and create advanced analytics and automations without leaving the platform. microsoft.com

In recent years Microsoft has infused Dynamics 365 with AI, notably through Copilot for Sales, Customer Service, and other agentic experiences that summarize interactions, recommend next actions, and automate repetitive work. Combined with Microsoft’s global cloud infrastructure, large partner ecosystem, and extensive compliance posture, Dynamics 365 has become a leading CRM choice for mid‑market and enterprise organizations that need a scalable, highly extensible platform rather than a standalone point solution. learn.microsoft.com

Key Features

Unified customer 360u00b0 view across sales, customer service, marketing, and field service, built on Microsoft Dataverse.

Lead and opportunity management with configurable sales processes, stages, and approval workflows.

Pipeline and revenue forecasting dashboards with real-time KPIs and drill-down analytics.

Account and contact management with complete activity history, notes, documents, and relationship mapping.

Omnichannel customer service including email, chat, voice, SMS, social channels, and self-service portals.

Case management, queues, and knowledge base articles to standardize and speed issue resolution.

Field service management with work orders, resource scheduling, routing optimization, and asset tracking.

Marketing automation and real-time customer journeys via Dynamics 365 Customer Insights (Journeys).

AI-powered Copilot for Sales and Customer Service that summarizes records, drafts emails, and recommends next best actions. learn.microsoft.com

Embedded analytics and interactive dashboards using Power BI and Excel export for advanced reporting. microsoft.com

Low-code customization with Power Apps and Power Automate for building custom apps, workflows, and integrations.

Configurable business rules, workflows, and approval processes for complex enterprise scenarios.

Robust security model with role-based access control, field-level security, and auditing.

Mobile apps for iOS and Android with offline/partial offline capabilities for sellers and field workers. learn.microsoft.com

Flexible deployment (cloud, partner-hosted, and limited on-premises options for some modules) to meet regulatory needs.

Pros & Cons

👍 Pros

  • Tight integration with Microsoft 365, Teams, SharePoint, and Power BI, allowing users to work with CRM data directly in familiar tools.
  • Highly configurable and extensible platform with strong low-code options for workflows, forms, and custom apps.
  • Comprehensive coverage of CRM capabilities across sales, customer service, field service, and marketing in one suite.
  • Robust reporting and analytics, especially when combined with Power BI and Excel exports.
  • Scales well for mid-market and enterprise organizations with complex processes, multiple business units, and global operations.
  • Continuous investment in AI and Copilot features that automate routine work and surface intelligent recommendations.

👎 Cons

  • Steep learning curve and a user interface that many reviewers describe as dense or non-intuitive, especially for new users.
  • Licensing and pricing structure can be complex and relatively expensive for small businesses, particularly when multiple modules and storage are required.
  • Advanced customization and integrations often require technical skills or partner assistance, increasing total implementation cost.
  • Performance can lag in heavily customized environments or with very large datasets, and some users report occasional UI slowness.
  • Integrations with non-Microsoft tools may require additional configuration or third-party connectors compared to Microsoft-native integrations.

User Reviews

G2
3.8
★★★★☆
Capterra
4.4
★★★★☆
TrustRadius
7.9
★★★★★

Integrations

Microsoft 365 Microsoft Teams SharePoint OneDrive Microsoft Power BI Microsoft Power Automate Microsoft Power Apps Microsoft Dataverse LinkedIn Sales Navigator Dynamics 365 Business Central Dynamics 365 Finance Dynamics 365 Customer Service Dynamics 365 Field Service Dynamics 365 Customer Insights DocuSign HubSpot Mailchimp Salesforce Shopify monday.com LiveChat ON24 PandaDoc Cognism Higher Logic Thrive

Best For

Company Size

smb mid-market enterprise

Industries

Manufacturing Professional Services Financial Services Retail and eCommerce Healthcare Technology and SaaS

Use Cases

End-to-end sales pipeline and opportunity management Account and contact management with activity tracking Customer service case management and omnichannel support Field service work order scheduling and dispatch Marketing automation and customer journey orchestration Customer data unification and analytics

FAQ

What is Microsoft Dynamics 365?

+

Microsoft Dynamics 365 is a suite of cloud-based business applications from Microsoft that combines CRM and ERP capabilities on a single data platform. In the CRM category, it includes dedicated apps for Sales, Customer Service, Field Service, and Customer Insights, giving organizations tools to manage leads, opportunities, accounts, support cases, field work, and customer journeys while integrating deeply with Microsoft 365, Power BI, Power Apps, and Power Automate. en.wikipedia.org

How much does Microsoft Dynamics 365 cost?

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Pricing is per user per month and varies by app and edition. For CRM workloads, Dynamics 365 Customer Service Professional starts around $50/user/month paid annually, Dynamics 365 Sales Professional is $65/user/month, Sales Enterprise is $105/user/month, and Sales Premium is $150/user/month, with additional modules and capacity available as add-ons. Microsoft also offers 30-day free trials for major apps; enterprise pricing and volume discounts are available through partners and Microsoft sales. microsoft.com

What are the main features of Microsoft Dynamics 365?

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Key CRM features of Microsoft Dynamics 365 include unified customer profiles, lead and opportunity management, sales forecasting, omnichannel customer service, case and knowledge management, field service scheduling and work orders, marketing automation and customer journeys, embedded analytics via Power BI, low-code customization with Power Apps and Power Automate, and AI-powered Copilot capabilities that summarize records, generate content, and recommend next best actions for sellers and agents. randgroup.com

Who are Microsoft Dynamics 365's main competitors?

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In the CRM market, Microsoft Dynamics 365 most commonly competes with Salesforce Sales Cloud, HubSpot CRM/Sales Hub, SAP Sales Cloud, and Oracle CX Sales, as well as other platforms like Zoho CRM and Creatio in some segments. Buyers often compare Dynamics 365 against these alternatives on factors such as ecosystem fit, depth of sales and service functionality, AI capabilities, pricing, and how well each solution integrates with their existing productivity and cloud stacks. g2.com

Is Microsoft Dynamics 365 good for small businesses?

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Dynamics 365 can work for small and growing businesses, especially those already using Microsoft 365 and expecting to scale into more advanced sales, service, or ERP capabilities over time. However, many reviewers note that its licensing, configuration, and user interface can feel heavy for very small teams, and total cost of ownership may be higher than lightweight SMB-focused CRMs. Smaller organizations with simple needs might start with a more basic CRM and adopt Dynamics 365 when they require deeper customization, multi-entity support, or tight integration with other Microsoft business apps. capterra.com

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