Dynamic 365
Introduction
Microsoft Dynamics 365 is a suite of AI-powered business applications that combines Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) capabilities in one connected platform. Rather than being a single product, Dynamics 365 is a family of applications an organization can pick and choose from — sales, service, finance, supply chain, HR, and more — all built to work together and share the same underlying data.
Built on Azure and Microsoft Dataverse, Dynamics 365 integrates naturally with the rest of the Microsoft ecosystem: Microsoft 365, Teams, Power BI, and Power Platform. That means a salesperson can view Dynamics 365 customer data without leaving Outlook, or a finance team can build a custom report using Power BI without exporting data anywhere.
A defining feature of Dynamics 365 today is its shift toward agentic AI — rather than just offering AI suggestions, Dynamics 365 now includes autonomous agents (like a Sales Qualification Agent or a Supplier Communication Agent) that can research leads, manage cases, or handle purchase-order workflows largely on their own, working alongside employees rather than just assisting them.
Is Dynamics 365 CRM or ERP?
It's both. Dynamics 365 applications split into two broad categories:
- CRM applications manage the customer lifecycle — sales, marketing, and customer service.
- ERP applications manage internal operations — finance, inventory, supply chain, and HR.
Organizations can license just one application to solve a specific problem, or combine several to connect an entire business end-to-end — for example, tracking a sales lead in CRM, fulfilling the resulting order through ERP inventory and logistics, then supporting the customer afterward through the service application.
CRM Applications
Dynamics 365 Sales
Helps sales teams close deals faster with AI-assisted selling, pipeline visibility, forecasting, and productivity tools built for the modern seller.
Dynamics 365 Customer Insights
A customer data platform that uses AI to unify customer data and build personalized marketing and engagement experiences.
Dynamics 365 Customer Service
Helps support teams resolve issues faster through automation, case management, and autonomous agents that can handle routine service requests.
Dynamics 365 Contact Center
Delivers personalized customer engagement across every channel — voice, chat, and more — powered by AI and autonomous agents.
Dynamics 365 Field Service
Equips frontline and field workers with AI-driven scheduling, work order management, and proactive maintenance tools.
ERP Applications
Dynamics 365 Finance
Gives finance teams real-time visibility into business health, financial controls, and AI-driven forecasting and budgeting insights.
Dynamics 365 Supply Chain Management
Helps organizations plan, produce, and distribute more resiliently, with AI-powered tools to anticipate and respond to supply chain disruption.
Dynamics 365 Commerce
Powers connected, personalized buying experiences across online and in-store retail channels.
Dynamics 365 Project Operations
Improves visibility and collaboration across projects, connecting sales, resourcing, project management, and finance.
Dynamics 365 Human Resources
Helps HR teams manage the full employee lifecycle and build a more adaptable, data-driven workforce strategy.
Dynamics 365 Business Central
An all-in-one business management application built especially for small and mid-sized businesses — connecting finance, sales, service, and operations in a single, simpler package.
AI and Agents Across Dynamics 365
Microsoft has been steadily embedding AI throughout Dynamics 365, in two main forms:
- Copilot in Dynamics 365 apps — AI assistance built directly into the sales, service, finance, and operations experience, helping employees draft communications, summarize records, and get insights without leaving their workflow.
- Autonomous agents — Purpose-built agents (such as a Sales Qualification Agent that researches and engages leads, or agents that automate case management, journal entries, and supplier communications) that can complete multi-step tasks with limited human input.
Dynamics 365 also connects with Microsoft 365 Copilot, so employees can act on CRM and ERP data directly from Teams or Outlook, and with Copilot Studio, so organizations can build fully custom agents tailored to their own processes.
Who Is Dynamics 365 For?
Dynamics 365 is built to scale across business sizes:
- Small and mid-sized businesses often start with a single focused application, like Business Central or Dynamics 365 Sales, to replace spreadsheets or an outgrown legacy system.
- Mid-market and enterprise organizations typically combine several CRM and ERP applications to unify departments that previously ran on disconnected systems.
- Large, complex enterprises use the full breadth of the platform — Finance, Supply Chain Management, Sales, and Customer Service together — to run global operations from one connected data foundation.
Because each application is modular, organizations can start with what they need most and add more applications later as requirements grow.
Getting Pricing and Next Steps
Each Dynamics 365 application is priced and licensed separately, with some offering multiple plan tiers, so the right combination depends on which applications an organization needs and how many users will be licensed.
For current pricing, plan options, or help building the right combination of applications for your business, contact the Dynamics 365 sales team.