Introduction to Dynamics 365 apps
Dynamics 365 is a family of business applications that covers a wide range of business areas. These solutions are sometimes called line-of-business applications, or LOB solutions. Historically, Dynamics 365 apps were separated into two categories: customer engagement and enterprise resource planning (ERP) applications. However, as Microsoft Business Applications, Dynamics 365, and Microsoft Power Platform applications have evolved, those lines are blurred into more holistic options. These options also include Dynamics 365 integrations with Microsoft Modern Workplace (Microsoft 365) products, LinkedIn, Microsoft Power BI, Microsoft Dynamics 365 Business Central, and other Microsoft applications.
Customer engagement apps
One way to differentiate between customer engagement and ERP applications is to remember that customer engagement apps are built on Microsoft Dataverse while ERP applications aren’t. The goal of Microsoft Dynamics 365 customer engagement apps is to actively engage with customers. They’re responsible for tracking metrics and tools to support generating and retaining new customers.
- Dynamics 365 Sales – Enables you to build strong relationships with your customers, take actions based on insights, and close sales faster. Use Sales to keep track of your accounts and contacts, nurture your sales from lead to order, create sales collateral, and create marketing lists and campaigns, all through this model-driven app. Additionally, you can follow service cases that are associated with specific accounts or opportunities.
- Dynamics 365 Customer Service – Allows you to earn customers for life. Build great customer relationships by focusing on excellent customer satisfaction with the Customer Service app. Customer Service provides many features and tools that help you manage the services that you provide to customers. Customer Service also includes Omnichannel, a suite of capabilities that enable organizations to instantly connect and engage with their customers across digital messaging channels.
- Dynamics 365 Field Service – Helps you deliver on-site service to customer locations. The application combines workflow automation, scheduling algorithms, and mobility to help you set up mobile workers for success when they’re on site with customers fixing issues.
- Dynamics 365 Marketing – A marketing-automation application that helps turn prospects into business relationships. The app is user-friendly, works seamlessly with Dynamics 365 Sales, and has built-in business intelligence. Use Marketing to create graphical email messages, share information across sales and marketing teams, and more.