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Dynamics 365 Overview

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Dynamics 365 Overview

Microsoft business applications are a set of intelligent solutions that supply a comprehensive view of an organization’s business.


Microsoft business applications turn single interactions into ongoing engagements, driven and informed by intelligent services. With 360-degree views of customers and operations, businesses can provide the highly tailored modern experiences people expect.


Microsoft business applications provide real value and impact to organizations through:

  1. Omnichannel applications, turning single interactions into recurring engagements.
  2. Intelligent services, providing prescriptive guidance to drive better business outcomes.
  3. Integrated cloud platform, unifying people, processes, and data for a 360-degree view of customers and operations.
  4. Flexible solutions, enabling businesses to scale and thrive under change.


Digital transformation is business transformation

Dynamics 365 business applications allow organizations to digitally transform their organization. They remove the complexity of separate customer relationship management (CRM) and enterprise resource management (ERP) systems by creating modern, modular business applications that work together on a single platform. The applications give organizations the flexibility to adopt technology when they need it to improve business outcomes.


Digital transformation is the integration of digital technology into all areas of a business. The goal of digital transformation is to change how organizations operate and deliver value to customers.


By taking advantage of Dynamics 365 business applications, organizations can:


  1. Engage customers and build relationships: Fundamentally reimagine how you engage with customers by creating personalized marketing, sales, and service experiences using data and intelligence to improve every interaction.
  2. Optimize operations: Improve service, drive efficiency, and reduce costs with intelligence and prescriptive guidance infused throughout your business processes.
  3. Empower employees: Hire, engage, and unleash the best talent to do their best work with data and insights surfaced right where they work.
  4. Transform products and services: Use data as a strategic asset to identify new market opportunities, produce innovative products, and create exceptional customer experiences with a comprehensive view of your customers and operations.



The following graphic shows Microsoft Dynamics 365 built on Power Platform with shared data and intelligence.



Model-driven apps

These Dynamics 365 apps are derived from Customer Relationship Management (CRM). These Dynamics apps are model-driven apps built on the Microsoft Dataverse platform.

  1. Dynamics 365 Sales enables you to build strong relationships with your customers, take actions based on insights, and close sales faster. Use Sales to keep track of your accounts and contacts, nurture your sales from lead to order, create sales collateral, and create marketing lists and campaigns. You can even follow service cases associated with specific accounts or opportunities.
  2. Dynamics 365 Customer Service allows you to earn customers for life. Build great customer relationships by focusing on excellent customer satisfaction with the Customer Service app. Customer Service provides many features and tools that help you manage the services you provide to customers.
  3. Dynamics 365 Field Service helps you deliver onsite service to customer locations. The application combines workflow automation, scheduling algorithms, and mobility to set up mobile workers for success when they’re onsite with customers fixing issues.
  4. Dynamics 365 Marketing is a marketing-automation application that helps turn prospects into business relationships. The app is easy to use, works seamlessly with Dynamics 365 Sales, and has built-in business intelligence. Use Marketing to create graphical email messages, share information across sales and marketing teams, and more.

Finance and Operations apps

These Dynamics 365 applications are derived from Enterprise Resource Planning (ERP).


  1. Dynamics 365 Commerce (formerly Dynamics 365 Retail) delivers a comprehensive omnichannel solution that unifies back-office, in-store, call center, and digital experiences. Commerce enables you to build brand loyalty through personalized customer engagements, increase revenue with improved employee productivity, optimize operations to reduce costs and drive supply chain efficiencies.
  2. Dynamics 365 Finance helps you automate and modernize your global financial operations. Monitor performance in real time, predict future outcomes, and make data-driven decisions to drive business growth. Use Finance to drive strategic financial decisions with artificial intelligence, unify and automate your financial processes, reduce operational expenses, and decrease global financial complexity and risk.
  3. Dynamics 365 Human Resources (formerly Dynamics 365 Talent) streamlines many recordkeeping tasks and automates several staffing processes. These processes include employee retention, benefits administration, training, performance reviews, and change management. Human Resources also provides a framework for human resources staff to manage areas of oversight.
  4. Dynamics 365 Supply Chain Management helps you transform your manufacturing and supply chain operations. Use predictive insights and intelligence from artificial intelligence (AI) and the Internet of Things (IoT) across planning, production, inventory, warehouse, and transportation management. Supply Chain Management can maximize operational efficiency, product quality, and profitability. Use Supply Chain Management to innovate with intelligent manufacturing operations, modernize warehouse management, optimize production performance, maximize the life of your assets, and automate and streamline your supply chain.


Business Central

Dynamics 365 Business Central is a business management solution for small and mid-sized organizations that automates and streamlines business processes and helps you manage your business. Highly adaptable and rich with features, Business Central enables you to manage your business processes, including finance, manufacturing, sales, shipping, project management, services, and more.

With Dynamics 365 Business Central, small to mid-size organizations can:

  1. Increase their overall visibility across all supply chains to gain control over purchasing processes.
  2. Maximize their revenue opportunities and serve customers better with built-in recommendations.
  3. Manage budgets and monitor progress of projects with real-time data on available resources.
  4. Accelerate financial closing and report across any financial or business dimension while ensuring compliance.
  5. Streamline manufacturing and warehousing operations to deliver products on time and reduce costs.


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