Introducing Microsoft Dynamics 365 CRM applications

The Microsoft Dynamics 365 CRM technology is historically the foundation for the CDS, but in the current concept, the CDS is the foundation and the Microsoft Dynamics 365 CRM applications are called CDS first-party apps. Each of the applications, when provisioned, extends the CDS database with the workload-specific data model and provides one or more model-driven apps for managing the respective workload. The applications cover the typical CRM workloads of sales, marketing, and customer-, field-, and project-services. The Microsoft Dynamics 365 CRM applications are available also as an on-premise deployment, except for Marketing and Project Operations. In this section, you will learn the capabilities of all five main Dynamics 365 CRM applications.

Microsoft Dynamics 365 Sales

The Microsoft Dynamics 365 Sales app (also called Sales Hub) has the following capabilities:

• Customer management
• Lead and opportunity management
• Quote and order management
• Product catalog and sales literature
• Competitor management
• Goal management
• Playbooks
• Sales insights
• Surveys (implemented in a separate app Dynamics 365 Customer Voice)
• Reporting and analytics

Microsoft Dynamics 365 Marketing

The Microsoft Dynamics 365 Marketing app has the following capabilities:

• Customer journey
• Marketing content
• Segments
• Marketing emails
• Marketing forms
• Marketing pages
• Lead management
• Internet marketing
• Social media marketing
• Event management
• Surveys (implemented in a separate app Dynamics 365 Customer Voice)
• Reporting and analytics

Microsoft Dynamics 365 Customer Service

The Microsoft Dynamics 365 Customer Service app (also called Customer Service Hub) has the following capabilities:

• Case management
• Queues
• Entitlements
• Service-level agreements
• Knowledge management
• Omnichannel add-on
• Reporting and analytics

Microsoft Dynamics 365 Field Service

The Microsoft Dynamics 365 Field Service app has the following capabilities:

• Work order management
• Resource management
• Field service resource scheduling
• Agreements
• Inventory management
• Asset management
• Field service mobile
• Connected field service add-on
• Reporting and analytics

The Dynamics 365 Connected Field Service add-on extends the capabilities of the solution with IoT-enabled devices for proactive and remote maintenance.

Microsoft Dynamics 365 Project Operations

The Microsoft Dynamics 365 Project Operations app has the following capabilities:

• Project-based opportunity management
• Project management
• Resource management
• Project service scheduling
• Project time and expense tracking
• Project billing
• Reporting and analytics