Dynamics 365 Customer Engagement Overview

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Dynamics 365 for Customer Engagement is Microsoft’s customer relationship management (CRM) product for management of sales and service. It is also used as a platform for custom business applications (such as personnel tracking applications). Previously called Dynamics CRM, it was renamed Customer Service in July 2016 and then Customer Engagement in June 2017.

It currently contains the following major components, which are also part of the packaging structure:

Dynamics 365 for Sales provides lead and opportunity management; product, price list, and order management; and group sales management. Also included is Unified Service Desk, which allows organizations to create custom user interfaces that consolidate data from multiple sources, such as e-mail, voice, and chat, and can display response scripts for responding to customer issues.

Dynamics 365 for Customer Service provides case management, the Unified Service Desk, service-level-agreement management, and other features for customer support teams.

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