What Is Included In Dynamics 365 Customer Engagement Plan?

Mark Smith
6 min readJul 23, 2020


Last year we saw the release of a high-anticipated new version of Microsoft Dynamics 365. It was a new cloud-based platform that combined all previous Microsoft CRM and ERP features with new cloud functions and other functionalities.

With this new Dynamics 365 release, we have a branded Dynamics 365 customer engagement model. Today, in this article, we are going to put a comprehensive Dynamics 365 pricing, and it's all ground-breaking solutions.

Today, Microsoft Dynamics 365 Customer Engagement (CE) has become a leading cloud-based Microsoft Dynamics solution, which can help you in your businesses.

Dynamics 365 Customer Engagement

This new customer-centric business solution focuses on driving sales, improving the marketing efforts by using the obtained social insights, manages all marketing campaigns, and enhances your business productivity by using BI (Business Intelligence).

By combining the IT industry’s best practices, best software solutions, best technology, best features & functions, dynamics 365 from Microsoft helps your business clients to maximize the business value in tech investments.

Apps In Dynamics 365 Customer Engagement Plan

Dynamics 365’s functionalities work better in Windows 10 OS because each of the functions is broken into specific apps related to the business requirements.

Depending upon the Microsoft Dynamics solutions, your business can manage all operations in a comprehensive and accessible solution. Let’s take a look at all the apps that are offered by Microsoft Dynamics Customer Engagement Plan:

Dynamics 365 for Finance and Operations: Also known as Dynamics AX, this ERP (Enterprise Resource Planning) app is highly capable to manage every single business-critical process. Furthermore, it boasts those features that allow businesses to manage and plan their every year’s finances, warehousing, inventory, operations, and transportation operations.

Dynamics 365 Business Central: Also known as NAV, it is an ERP especially built for small-to-midsize businesses. Business Central contains all the basic required business tools for an organization that needs to manage its accounting, supply chain management, back-end operations, manufacturing, and warehousing.

Dynamics 365 for Sales: Previously it was also known as Microsoft Dynamics 365 CRM. The CRM is basically for the sales that easily provides an easy sales and management system in a better way of working; thus, maintaining good customer relationships, lead generations, and lead conversions.

Dynamics 365 for Customer Service: It is also a form of CRM but is more on online fronts as its major important role is in providing a better customer engagement with a higher amount of Customer Services with features such as scripting information, easy recommendations, and easy knowledge access, faster customer generations, and better personalization.

Dynamics 365 for Field Service: Dynamics 365 for Field Service as a part of the customer engagement plan lets your business team access all the information and resources needed in the real-time world.

Dynamics 365 for Retail: A consistent check on your business’ retail is important as it marks your business growth. Built specifically for every small, midsize, larger retail business, this particular app allows all its users to create attractive customer experiences simply by delivering outstanding services and operations. Microsoft Dynamics Retail covers both front and back-end operations by delivering unified digital services behind the retail process.

Dynamics 365 for Talent: Microsoft Dynamics is fully integrated with the best job networking platform called LinkedIn. Also, this app aims to help the organizations to find the right people for a specific job; thus, making the hiring process and onboarding process easy. Furthermore, it also bolsters employee engagement, business growth, and satisfaction. Lastly, it includes Core HR modules to help the HR department with working.

Dynamics 365 for Marketing: it is built to replace the previous Microsoft Dynamics Marketing app because this new one Dynamics 365 for Marketing has all the features in it which are necessarily required to grow the business needs. It is able to plan, execute all the marketing strategies. Additionally, it includes email campaigning, events management, web pages, and onsite page management. Not only it manages this, but also it features different kinds of marketing automation tools that are meant to help your businesses market the customers more intelligently.

Dynamics 365 Customer Insights: This Microsoft Dynamics solution easily unifies the data from many sources and all the users use a single view to help in boosting the engagement and unearthing the business insights to produce more effective personalized experiences for growing your business to heights.

Dynamics 365 Customer Service: There are insights which use ML — machine learning, and deep learning concepts to offer better customer services for enabling businesses to provide better customer service across different channels by using all the data, analyzing all the data and improving all the customer service agents by using innovative features and AI capabilities.

Microsoft Social Engagement: This Microsoft app includes the licensing of Sales, Social Engagement Activities, Customer Services, Project Service Automation, and Field Services to increase business engagement with customers. It is also integrated with social media channels to increase your brand presence.

Microsoft Power Platform: The Power platform from Microsoft Dynamics 365 includes all the Microsoft PowerApps that easily allows businesses to become more useful and personalized based upon the collected data of customers. Such a flow from Microsoft Power helps in creating automated workflows and integrating apps.

Business Benefits

Microsoft Dynamics 365 customer engagement plan allows all the employees in your business and organization to communicate with more customers; thus, enhancing their collaborative abilities.

Here, we have presented Microsoft Dynamics 365 CE benefits that can make it your business’ best helping-in-hand support. You can call this plan as your most sought-after CRM solutions offering you the following benefits:

• Works on all operating systems and devices
• Assist customers anywhere, anytime
• Creates a strong network of people in your business
• It deepens the customer relationships by gathering all social insights
• Creates a more meaningful, personalized CX — customer experiences to improve our sales growth
• Makes team collaboration work easy and increase sales effectively
• Work smartly by using easy design processes flows
• Easy configurable Admin and User dashboards, better data visualization tools, and increased actionable insights
• Easily analyze all the sales data, discover all the relevant information with interactive charts
• Launching multi-phase less expensive, effective marketing campaigns at different channels to enhance customer engagement with a more personalized approach.
• Offering responsive, relevant, end-to-end services across many channels on the customers’ terms.

To avail of all these benefits in your business, you can hire the top Microsoft dynamics solutions providers for aligning marketing, customer service operations, sales, etc. as per the customers’ requirements.

With Microsoft Dynamics 365 CE in your organization, your business productivity will surely increase. Therefore, streamline your CRM implementations and reduce all your IT workload with this Microsoft solution.
• Access all the customer information from anywhere, on any device
• Easily streamline all your business workflows
• Quick & easy implementation of new business processes
• Customer management is easy, highly scalable and per single-user licenses
• Finally, it reduces most of your IT expenses and in-house maintenance

Whether you use it or not, it entirely depends upon your decision. Thus, no matter how complex a business process is, it is important to run diverse operations to increase sales, customer services, and personalized operations.


This Customer Engagement Plan by Microsoft covers all the CRM, ERP, Business Software, and Customer Engagement solutions such as Sales, Field Service, Customer Service, Marketing, Project Service Automation, Customer Service Insights, PowerApps, and WorkFlow.

Also, if your company uses this Customer Engagement plan, then you will get greater benefits in the coming future of your organization.



Mark Smith

professional tech writer who writes at globally ranking websites & blogs. With 10+ years of experience website development and web designing Services.