Microsoft Dynamics 365 CRM and Customer Engagement
Dynamics 365 CRM brings sales, customer data, service cases, contact centre and field operations into one connected customer engagement platform. Every team works from the same customer record. We set it up around your sales and service processes.
Sales · Customer Insights · Customer Service · Contact Centre · Field Service
Connect Sales, Service and Customer Data in Dynamics 365
Sales teams manage opportunities and customer journeys. Service teams resolve cases, handle contact centre interactions and support customers on site.
Sales
Qualify leads, manage opportunities and forecast revenue with one shared pipeline.
Lead qualification and opportunity management
Account, contact and activity history
Pipeline tracking and revenue forecasting
Quotes, orders and performance dashboards
Explore Dynamics 365 Sales ↗
Customer Insights
Unify customer data and coordinate relevant engagement across channels.
Unified customer profiles and audience segments
Real-time, trigger-based customer journeys
Consent and preference management
Journey and engagement analytics
Service and Contact Centre
Receive, route and resolve customer issues across voice and digital channels.
Case intake, routing, queues and prioritisation
Voice, SMS, web, mobile, email and social channels
Knowledge articles, guided resolution and self-service
Service-level agreements, escalation and real-time monitoring
Field Service
Plan and deliver work at customer sites with connected technicians, assets and history.
Work orders, scheduling and dispatch
Mobile access for technicians
Customer asset and service history
Inspections, preventive maintenance and parts usage
Connect Dynamics 365 CRM with Microsoft 365, Power Platform and AI
Dynamics 365 CRM works with the tools your teams already use. Dynamics 365 stays the system of record for customer data.
Microsoft 365, Power Platform and Other Systems
Email, meeting and sales activity integration
Power BI reporting
Power Automate and Power Apps workflows
Integration with Dynamics 365 Finance and Supply Chain Management and third-party systems
Copilot and AI Agents
Copilot in Dynamics 365 Sales and Customer Service
Sales Qualification Agent and Case Management Agent
Custom agents in Copilot Studio
PRIME agents built by 9 Dots
Malaysia · Healthcare and Life Sciences
Connecting Customer Service and Field Operations at Canon Medical Malaysia
Canon Medical Malaysia needed customer cases and field work to run as one process. We connected Dynamics 365 Customer Service and Field Service. We then integrated both with Finance and Supply Chain Management. Customer interactions, service cases and technician activity now work in one coordinated environment.
Customer Service • Field Service • Case Management • Technician Scheduling • Service Tracking • Finance and Supply Chain Management Integration
The Challenge
Improve coordination between customer service and field operations
Replace disconnected service-management processes
What We Delivered
Dynamics 365 Customer Service
Centralised customer cases and service interactions
Consistent processes for tracking and resolving cases
Dynamics 365 Field Service
Automated technician scheduling and dispatch
Connected service delivery at customer locations
Finance and Supply Chain Management
Service activities connected to financial operations
The outcome
Better coordination of cases, technicians and business teams
Clearer visibility across service activity
Frequently Asked Questions
Is Dynamics 365 CRM the same as Customer Engagement (CE)?
Yes. Microsoft documentation calls the customer-facing Dynamics 365 applications customer engagement apps, often shortened to CE. Many people still say CRM and Microsoft uses that term on its own website. Both terms describe the same family of applications.
Is Dynamics 365 CRM a single product?
No. Dynamics 365 CRM is a group of applications. It includes Sales, Customer Insights, Customer Service, Contact Centre and Field Service. They connect as one platform. You can start with the one that fits your needs.
Which Dynamics 365 CRM application should we start with?
Start with the application that solves your most urgent problem. Choose Sales for pipeline and forecasting. Choose Customer Service for case handling. Choose Field Service for technician scheduling. Add more applications later.
Can Dynamics 365 CRM connect to our ERP?
Yes. Dynamics 365 CRM connects with Finance and Supply Chain Management. For Canon Medical Malaysia, we connected Customer Service and Field Service to Finance and Supply Chain Management. Business Central also integrates with Dynamics 365 Sales.
Can you help us replace or upgrade our current CRM?
Yes. We review your current CRM, migrate your customer and sales data and move your teams to Dynamics 365.
Does Dynamics 365 CRM include AI?
Yes. Microsoft supports Dynamics 365 Sales and Customer Service with Copilot and AI agents. Examples are the Sales Qualification Agent and the Case Management Agent. You can also build custom agents in Copilot Studio. We offer PRIME AI agents built by 9 Dots for specific tasks. Confirm availability and licensing before deployment.
Do you support the system after go-live?
Yes. Our Managed Services and Support cover user support, updates, enhancements and monitoring.
Plan Your CRM Implementation
Tell us about your sales and service processes and your current systems. We reply within one business day.