Microsoft Dynamics 365
CRM Solutions

Modernize your CRM. Enhance customer relationships across sales, marketing, and service with agentic CRM solutions.

Customer Satisfaction
92%
+5.2% vs last month
First Call Resolution
85%
+8.1% vs last month
Response Time
2.3min
-40% faster resolution

This is a demonstration dashboard with example data for illustration purposes only.

Microsoft Dynamics 365 Customer Service Dashboard

Dynamics 365 CRM Solutions

Dynamics 365 Sales

Close more deals and deepen customer relationships with AI assistance and real-time insights.

  • AI-powered sales insights and recommendations
  • Lead and opportunity management
  • Sales forecasting and pipeline analysis
  • Mobile sales app for field teams
Dynamics 365 Sales

Customer Service

Resolve issues faster using generative AI and automation to create exceptional service experiences.

  • Omnichannel customer support
  • AI-powered case routing and resolution
  • Self-service portals and chatbots
  • Knowledge management system
Customer Service

Customer Insights

Create more personalized customer journeys with next-generation AI and unified customer data.

  • Unified customer data platform
  • AI-driven customer segmentation
  • Predictive analytics and insights
  • Real-time customer journey orchestration
Customer Insights

Field Service

Empower frontline teams with generative AI, IoT, and mixed reality to deliver exceptional field service.

  • Intelligent scheduling and dispatch
  • Mobile field service app
  • IoT and predictive maintenance
  • Mixed reality remote assistance
Field Service
CRM CAPABILITIES

What is CRM Software?

CRM is a category of software solutions that spans different customer management systems—such as sales, service, and marketing—and allows them to work together. It streamlines your business processes and connects customer data to help you build relationships, increase productivity, and improve customer engagement.

Holistic Customer View

Get a Holistic View of Customers

Unify customer data across all touchpoints to create comprehensive customer profiles and deliver personalized experiences at every interaction.

360° Customer View Real-time Insights Data Integration
Sales Marketing Connection

Connect Sales and Marketing Teams

Break down silos between departments with unified workflows, shared data, and collaborative tools that align your revenue teams.

Team Collaboration Shared Pipeline Unified Goals
Deal Closing

Close More Deals Effectively

Accelerate your sales cycle with AI-powered insights, automated workflows, and intelligent lead scoring that prioritizes your best opportunities.

AI Insights Lead Scoring Sales Automation
Workflow Streamlining

Streamline Workflows and Increase Collaboration

Automate routine tasks, eliminate manual processes, and enhance team collaboration with intelligent workflow management and real-time communication.

Process Automation Team Sync Efficiency Boost

Dynamics 365 Sales

Empower every seller, marketer, and service rep with AI. Unify your data to deliver personalized experiences across sales, marketing, and service.

Meaningfully connect to your customers with AI-powered insights

Use unified data to deliver personalized experiences across sales, marketing, and service with Dynamics 365 CRM solutions.

Automate high-effort, high-impact tasks

Free your team to focus on the work that matters most with AI agents that automate time-consuming work.

Protect your organization

Ensure your people and data are protected with a CRM solution that offers the highest levels of data privacy and security.

Build custom agents tailored to your needs

Automate unique processes and improve overall efficiency with custom AI agents created with low-code tools in Microsoft Copilot Studio.

Unified Customer Data Dashboard
Unified Customer Data Dashboard

Close deals faster and improve productivity

Help your sales team exceed customer expectations and reach their goals with an AI-powered Microsoft CRM solution.

Get insights that help speed up the sales cycle

Empower your sales team with in-the-moment recommendations and insights—like next-best actions and content suggestions—that help them prioritize the right lead and move deals forward faster.

Save your sales team time on routine tasks

Free up time for sellers to focus on building relationships and closing deals with prebuilt AI agents that automate tasks like qualifying leads, scheduling meetings, and following up with prospects.

Help sellers prioritize the right leads

Save your sales team hours of toil by using the customizable Sales Qualification Agent (preview) to autonomously research and prioritize leads based on data about your customers.

Sales Productivity Dashboard
Sales Productivity Dashboard

Save time and never miss a customer request

Reduce manual work and speed up response times with AI agents that turn emails, chat, and calls into cases and assign them to the right rep. They can even manage follow-ups so nothing slips through the cracks.

Resolve issues faster with Copilot

Save service reps time by using Copilot in Dynamics 365 Customer Service to help diagnose, troubleshoot, and draft customer responses.

Deliver consistent service across every channel

Provide seamless customer support on voice, digital, and social platforms with AI agents that handle routine inquiries and give reps real-time context, sentiment trends, and customer history.

Keep your knowledge base accurate

Reduce time spent on documentation and increase consistency across support teams with AI agents that generate, update, and flag knowledge articles based on resolved cases and emerging issues.

Get real-time insights for supervisors

Help supervisors proactively staff, make strategic shifts, and improve the quality of their coaching with real-time insights on conversation trends, agent performance, and traffic forecasts.

Customer Service Dashboard
Customer Service Dashboard

Orchestrate engagement with personalized customer journeys

Empower your marketers to quickly create personalized customer journeys across email, SMS, and ads using simple descriptions.

Tailor campaigns to targeted audiences

Create loyalty by tailoring experiences to targeted audiences using insights from past interactions with Dynamics 365 Customer Insights.

Create engaging content faster with AI-powered assistance

Enable your team to craft content tailored to specific audience segments in just a few clicks using Copilot in Dynamics 365 Customer Insights.

Make the entire customer journey smoother

Automate key customer touchpoints with AI that responds whenever a customer signals a need.

Customer Journey Dashboard
Customer Journey Dashboard
AI-POWERED SOLUTIONS

Empower Every Seller, Marketer, and Service Rep with AI

Use unified data to deliver personalized experiences across sales, marketing, and service with AI-powered CRM solutions that transform how your teams work.

Automate High-Impact Tasks

Free your team to focus on the work that matters most with AI agents that automate time-consuming tasks like qualifying leads, scheduling meetings, and following up with prospects.

Lead Qualification Meeting Scheduling Follow-up Automation
46% of leaders use agents to automate workflows
AI Task Automation
Data Security

Protect Your Organization

Ensure your people and data are protected with a CRM solution that offers the highest levels of data privacy, security compliance, and enterprise-grade protection.

Data Privacy Security Compliance Enterprise Protection
78% of leaders trust AI for high-stakes work

Build Custom AI Agents

Automate unique processes and improve overall efficiency with custom AI agents created using low-code tools in Microsoft Copilot Studio tailored to your specific business needs.

Low-Code Development Custom Processes Copilot Studio
79% of leaders believe AI will accelerate careers
Custom AI Agents
INTELLIGENT INSIGHTS

Deepen Customer Connections by Unifying Your Data

Streamline sales, cut costs, and help teams stay focused on closing deals by consolidating key functions into one comprehensive, AI-powered CRM solution.

Close Deals Faster with AI Insights

AI Insights Dashboard

Get in-the-moment recommendations and insights like next-best actions that help prioritize leads and move deals forward faster.

92% Success Rate
40% Faster Deals

Save Time on Routine Tasks

Task Automation

Free up sellers to focus on relationships with AI agents that qualify leads, schedule meetings, and follow up with prospects automatically.

60% Time Saved
85% Automation Rate

Prioritize the Right Leads

Lead Prioritization

Use the Sales Qualification Agent to autonomously research and prioritize leads based on comprehensive customer data analysis.

75% Lead Quality

Never Miss Customer Requests

Customer Service

AI agents turn emails, chats, and calls into cases, assign them to the right rep, and manage follow-ups automatically.

95% Response Rate

Boost Team Productivity

Team Productivity

Empower your teams with intelligent workflows, predictive analytics, and automated processes that maximize efficiency and results.

53% Productivity Gain

Dynamics 365 Customer Service

Empower service representatives to resolve issues quickly using AI agents.

Meet customers where they are

Meet customers where they are

Provide faster service on customers' preferred digital channel, including email, text, social network, or virtual assistant

Omnichannel Real-time
Show them you know them

Show them you know them

Get a 360-degree view of customers and deliver personalized responses with AI that understands customer intent in real time

360° View AI Insights
Build on extensible platform

Build on extensible platform

Reduce costs by building on existing capabilities and interoperating with other business applications on a single platform

Integration Extensibility

Dynamics 365 Field Service

Transform service operations with AI-powered scheduling and mobile workforce management.

Optimize scheduling

Optimize scheduling

Intelligently schedule and dispatch the right resources based on location, availability, skill, and priority

AI Scheduling Optimization
Empower mobile workforce

Empower mobile workforce

Equip technicians with mobile apps, offline access, and collaboration tools for efficient on-site service delivery

Mobile App Offline Mode
IoT predictive maintenance

IoT predictive maintenance

Connect IoT devices to detect anomalies, trigger alerts, and automatically create work orders for proactive service

IoT Integration Predictive Analytics