Dynamics 365 CRM Overall

by
Andrew Snodgrass

by
Andrew Snodgrass

Andrew analyzes and writes about Microsoft's data management, business intelligence, and machine learning solutions, as well as aspects of licensing... more

Dynamics 365 CRM is a Microsoft cloud service and on-premises software that offers sales, marketing, and other customer relationship management (CRM) features. The product is sold worldwide and is designed for small, medium, and large organizations. Customer Engagement’s principal competitors include CRM products and services from Oracle, Salesforce.com, and SAP.

Product: Dynamics 365 CRM

Licensing: Dynamics 365 CRM

Application roadmaps covered in this area include the following:

• Dynamics 365 Sales
• Dynamics 365 Customer Service
• Dynamics 365 Field Service
• Dynamics 365 Customer Insights
• Dynamics 365 Contact Center
• Dynamics 365 Server (on-premises)

Near-Term Updates and Roadmap (2026)

Dynamics 365 CRM’s roadmap—Sales, Customer Service, Field Service, Customer Insights, and associated add-ons—is heavily focused on AI-related updates. It also includes an increased list of traditional features across the applications, especially in the Contact Center application, which is receiving considerable investment for the second year in a row.