Microsoft Dynamics 365 isn’t a single solution; it’s a connected suite of business applications.
Combining CRM and ERP offerings with various specialized tools, the aim of the Dynamics 365 suite is to help departments run smarter, faster, and more collaboratively.
The whole ecosystem is modular and natively connected with the broader Microsoft portfolio, which includes Microsoft 365 (formerly Office), Power, and HoloLens.
Plus, the suite benefits from Microsoft’s latest investments in AI and automation, alongside its close OpenAI partnership.
For years, Microsoft Dynamics 365 has been recognized in major industry reports, like the Gartner Magic Quadrants, across numerous CRM and ERP categories.
Yet, it’s not just for large enterprises. Many mid-sized businesses leverage Dynamics 365 applications, too, often citing their familiar UI and overall usability.
All the Microsoft Dynamics 365 CRM Applications
Microsoft Dynamics 365 features CRM solutions for customer service, sales, marketing, commerce, and field service teams.
Dynamics 365 Customer Service
Microsoft Dynamics 365 Customer Service is a solution that supports service experiences by managing customer cases, orchestrating workflows, and enabling customer communications across many channels.
Additionally, there are dozens of embedded tools for tracking customer issues, routing support tickets, reporting, forecasting, scheduling, assisting teams, and more.
In regard to assisting agents, Microsoft Copilot is playing a significant role, aiding supervisors and reps, especially the latter. For instance, it summarizes conversations, drafts responses based on conversation context, and suggests next-best actions.
There are also various AI agents available for Dynamics 365 Customer Service customers. For instance, the Case Management agent can help reps create and run follow-ups.
There’s a free trial of this app for beginners. Basic plans start at $50 per month, with scaling tiers for those who require extra AI capabilities and automation options.
Dynamics 365 Sales
Microsoft Dynamics 365 Sales is an app that offers many features to automate sales admin, tasks, and processes, or assist sales teams in performing them manually.
Cornerstone features include communications channels, guided selling, forecast and pipeline management, alongside sales intelligence tools.
Again, Copilot is available on the platform, pulling lead details, drafting follow-up emails, recapping meetings from Teams, and even suggesting next steps based on live pipeline signals.
In 2025, Microsoft also updated the system with features like “Sales Acceleration with Smart Sequences”, in addition to new AI agents that research leads, perform customer outreach, highlight at-risk deals, and more.
Prices range from $65 to $150 per month per user, depending on the customer’s desired features.
Dynamics 365 Customer Insights (Formerly Dynamics 365 Marketing)
In September 2023, Microsoft rebranded its marketing CRM to become Dynamics 365 Customer Insights.
Still, the offering is the same at its core, supporting demand generation initiatives, with tools to help build brand awareness, develop leads, and compose cross-channel engagements.
Additionally, the app supports re-engagement activities to increase customer value and bolster retention, with customer account scoring, next best action recommendations, and similar AI capabilities.
Microsoft has quickly built upon its AI capabilities, riding the GenAI wave with auto-generated content recommendations, customer segments, and even multi-touch campaigns.
While there is a free trial, pricing starts at around $1,700 per tenant, per month, and scales depending on data volume and usage patterns.
Dynamics 365 Commerce
Dynamics 365 Commerce provides the core tech that enables online consumers to purchase products and services via self-service.
Its core features include point of sale (POS) solutions, journey orchestration capabilities, and interactive components, such as a digital storefront, catalog navigation, digital product pages, etc.
The product also enables a single customer view, integrating with Dynamics 365 Customer Insights. That supports numerous personalization capabilities, such as personalized recommendations, promotions, and website experience.
Additionally, it enables headless commerce, decoupling the front-end customer journey from back-end processes to accelerate innovation.
In 2025, Microsoft introduced multifaceted pricing, new payment options, improved offline device management, and advanced headless support.
There’s a free trial of this app available, while pricing starts at $210 per month per user, building to $4,000 per month per user, with added ecommerce capabilities.
Dynamics 365 Field Service
Dynamics 365 Field Service is a solution for technicians, engineers, and specialists who troubleshoot on-site.
At its heart, the offering offers scheduling capabilities (so field workers can have a real-time view of their appointments), the ability to update customer cases, and survey tools so employees can gain feedback on site.
Beyond that, there is a specialist Copilot for Dispatchers, which recommends optimal schedules, assigns resources, and alerts users to conflicts before they turn into no-shows. There’s also an automated inspection tool for supervisors.
Plus, companies can use Copilot to streamline work order management in Outlook, design end-to-end performance reports, and quickly scour product manuals.
Pricing starts at $50 per user per month for contractors, or $105 per user per month for the complete app.
All the Microsoft Dynamics 365 ERP Applications
ERP implementations are notoriously tricky to get right. Yet, Microsoft has many ERP applications within its Dynamics 365 portfolio to help businesses select the best-placed solution.
Dynamics 365 Finance
Dynamics 365 Finance centralizes business performance data, equipping brands with the tools to reimagine their financial models, project cash flow, streamline budget proposals, create financial reports, and automate operations.
Additionally, there are tools for business performance management (with Copilot-assisted insights), financial planning, tax management, and quote-to-cash.
The rise of new AI capabilities within Microsoft’s stack also introduces AI agents that can manage bank reconciliation or handle regulatory compliance configurations.
Finally, let’s not forget analytics! Dynamics 365 Finance integrates tightly with Power BI, giving CFOs real-time dashboards on cash flow, profitability, and spend forecasting.
Pricing starts at $210 per month per user for the standard platform. The premium edition costs $300 per month per user.
Dynamics 365 Human Resources
Dynamics 365 Human Resources is a people management solution that helps brands proactively motivate employees to bolster their careers by proactively serving up training modules and recommending additional development resources.
Employees can then create universal profiles that showcase their skills. At the same time, HR leaders have a workspace to view skills data across the organization, set broader objectives for individuals, and create performance review templates.
Additionally, HR leads may create learning courses, track certifications, and build bots to help answer common employee questions around benefits, paid time off (PTO), and more.
There’s also an analytics model to spot how employees perform across those courses, considering success on a company-wide, team, and individual basis. The app also ties with the capabilities of Dynamics 365 Customer Voice (more on this later), so businesses can monitor employee sentiment.
Pricing starts at $4 per user per month for the self-service solution, or $135 per month per user for the full plan.
Dynamics 365 Supply Chain Management
Dynamics 365 Supply Chain Management is an app that gives logistical teams more visibility of the supply chain, so they can enhance planning, improve procurement, and optimize fulfillment. It also provides the tools to do all that.
Indeed, the offering comprises solutions to bolster demand planning, ensure product availability, prevent stockouts, collaborate, and handle vendor management.
There are also tools for asset, order, pricing, and warehouse management, alongside those for collaborating with manufacturers, distributors, and retailers.
Copilot can also perform numerous tasks across Dynamics 365 Supply Chain Management, taking data to explain forecasts, handle inventory rebalancing, and make procurement suggestions. Supply chain managers may also get predictive alerts from Copilot before shortages or excess stock become a problem.
In 2025, Microsoft introduced contract lifecycle management, planning optimization for lean teams, vendor rebate management, and more.
Pricing starts at $210 per user per month, with a premium option ($300) for advanced planning and manufacturing tools.
Dynamics 365 Project Operations
With Dynamics 365 Project Operations, Microsoft strives to take teams away from disconnected spreadsheets, whiteboards, and email threads.
Designed for project-centric businesses, the app offers an operational center point for project planning, time tracking, resource allocation, collaboration, and billing.
Indeed, teams can kickstart, create, and manage projects from the platform, with real-time visibility into tasks, costs, and milestones.
The integration with Microsoft Teams means that employees can update projects without even entering the solution. Meanwhile, Power BI provides dashboards that track profitability and forecast margins.
Once again, Microsoft has introduced new AI features here, like smart resource suggestions based on availability, skills, and past project outcomes. There’s also a calendar-based time entry tool that keeps teams on track.
The Dynamics 365 Project Operations’ what-if analysis tools are another notable tool, allowing businesses to test different staffing and scheduling scenarios. Also, when it’s time to bill, the integration with Dynamics 365 Finance ensures that timesheets, expenses, and invoices stay in sync.
Businesses can purchase the app for $135 per month, per user.
Dynamics 365 Business Central
Dynamics 365 Business Central serves small and midsize businesses juggling sales, purchasing, service, inventory, and finance, all while trying to grow. Indeed, it pulls everything into one system, with a native Copilot.
More specifically, the all-in-one ERP system connects solutions for business operation management, compliance, security, financial planning, sales, and customer service. There are also modules for supply chain and warehouse management.
Meanwhile, the Copilot in Dynamics 365 Business Central can answer questions, summarize complex information, and automate tasks across different functions. There’s also a Microsoft Teams integration, so teams can collaborate on everything from service cases to building financial reports.
Plus, there are AI agents available for Business Central too, like the new Sales Order agent, which manages order intake from entry to confirmation.
This is one of the few Microsoft Dynamics 365 options with a free tier, and premium plans start from $70 per month, per user. There’s also an option to add team members for $8 per month.
All the Other Microsoft Dynamics 365 Applications
Microsoft Dynamics 365 offers more than CRM and ERP apps. There are also a handful of notable other solutions designed to serve the enterprise.
Dynamics 365 Contact Center
Introduced in 2024, the Dynamics 365 Contact Center is a CCaaS platform that wraps around Dynamics 365 Customer Service and competitive customer support CRM applications.
In doing so, it overlays a voice channel, a routing engine, virtual agents, IVR, knowledge management, quality assurance (QA), and various other tools for contact centers.
Microsoft released the solution as a “Copilot-first” offering, with the AI supporting contact center agents by automating their post-contact wrap-ups and drafting customer responses across digital channels. It can also help supervisors monitor team performance.
In 2025, Microsoft added new AI agents to the Dynamics 365 Contact Center solution, with one monitoring how agents successfully resolve particular customer intents and another utilizing this intelligence to auto-generate knowledge articles.
There’s also a new Teams Phone extensibility option that allows companies to instantly align the CCaaS platform with Microsoft Teams, so the communications platforms share the same underlying voice platform.
Pricing starts at $110 per month per user for the basic package, or $195 per month per user for the premium option.
Dynamics 365 Customer Voice
Dynamics 365 Customer Voice is a feedback management app that Microsoft can attach to other Dynamics 365 solutions to collect feedback via surveys at different points in the customer journey.
The application then funnels those insights into customer records and Power BI dashboards to help businesses learn more about their customers and gauge their health.
To gather customer feedback, in the first instance, Dynamics 365 Customer Voice lets teams create branded surveys and send them out via email, SMS, social media, or directly inside apps like Teams or Dynamics 365 Sales.
Yet, the real value comes after the responses roll in. Once it’s in those dashboards, brands can run sentiment analysis, flag patterns, and identify problem areas. As such, leadership gains a clear view of what customers and employees are really thinking.
Pricing starts at $100 per 1,000 survey responses per month.
Dynamics 365 Intelligent Order Management
Dynamics 365 Intelligent Order Management is a module that integrates with ERP applications, like those listed previously.
In attaching to these solutions, it helps manage, improve, and automate order fulfillment processes.
As it does so, it orchestrates orders across multiple systems, including ERP and CRM solutions, and amongst third-party partners, distributors, and logistics providers, ensuring everything flows smoothly.
Meanwhile, Dynamics 365 Intelligent Order Management tracks orders in real time and allocates inventory automatically, based on availability, proximity, and priority.
The app also plugs directly into Power Automate, so businesses can build their own workflow automations.
Pricing for the Dynamics 365 Intelligent Order Management solution starts at $315 per month, per user.
Dynamics 365 Remote Assist
Dynamics 365 Remote Assist empowers field service personnel wearing a HoloLens mixed reality headset to collaborate with other technicians working remotely.
Via this app and HoloLens, remote employees can see the technician’s view and support them in running maintenance tasks and making repairs.
Alternatively, remote technicians can guide on-site workers to conduct remote inspections, who can then document that process, creating photos and videos to share with the organization for training.
As such, the solution helps accelerate on-site troubleshooting, scale specialist knowledge, and communicate tricky instructions not just verbally, but visually.
Unfortunately, Microsoft deprecated the mobile version of Dynamics 365 Remote Assist in March 2025. However, the desktop edition is still alive and kicking, and is available for free to businesses that have already deployed Dynamics 365 Field Service. That’s also the case for Dynamics 365 Guides…
Dynamics 365 Guides
Dynamics 365 Guides is a mixed reality app for HoloLens, offering hands-on instructions in the form of holograms.
Indeed, field technicians may follow interactive, step-by-step visuals right in their line of sight. These may include 3D models, images, voice guidance, and videos, all embedded directly into the workspace.
With this solution, Microsoft aims to support field service personnel in limiting guesswork, making fewer errors, and onboarding much faster.
Guides also integrates with Dynamics 365 Field Service and Remote Assist to streamline team collaboration.
As with Dynamics 365 Guides, the product is included in the Dynamics 365 Field Service subscription price.
Should I Invest in Microsoft Dynamics 365?
Microsoft Dynamics 365 is more than a collection of business apps; it’s an interconnected platform designed to align departments. The biggest selling point is the integration with Microsoft’s entire ecosystem.
Microsoft Teams, Outlook, Excel, Power BI, and Copilot are all connected, alongside many Dynamics 365 apps. That supports companies in breaking down silos, easing hand-offs, and improving efficiency at scale.
Plus, Dynamics 365 runs on Azure, which bolsters its security, scalability, and compliance.
All that, combined with embedded Copilots and emerging forms of AI, makes Microsoft Dynamics an attractive option for organizations seeking an intuitive way to upgrade every process, app by app.
