Updated: October 19, 2021 (December 11, 2018)

Customer Engagement On-Premises Version 9 Released

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Dynamics 365 Customer Engagement version 9.0.2 is generally available on-premises.
Platform changes and feature retirements impact customizations and add-ons, which must be either rewritten or replaced.
A new user interface supports cross-platform applications but requires user retraining and some customization changes.
Servicing changes reduce the life cycle to seven years and require updating multiple layers.

Dynamics 365 Server, also called Dynamics 365 for Customer Engagement, is Microsoft’s on-premises customer relationship management (CRM) product for management of sales, customer service, and field service activities. Previously called Dynamics CRM, it was renamed Customer Engagement in June 2017.

Customer Engagement On-Premises Overview

The product provides the following components:

Customer Service provides case management, the Unified Service Desk (a locally installed client for help-desk staff), service-level-agreement management, and other features for customer support teams.

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