Dynamics 365 CRM Overall Roadmap

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

Timeline: Dynamics 365 CRM Timeline

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)

Overall Near and Long Term (2025 and Beyond)

Dynamics 365 CRM’s roadmap—Sales, Customer Service, Field Service, Customer Insights, and associated add-ons—is heavily focused on Copilot AI-related features with very few traditional feature updates planned, except for Dynamics 365 Contact Center, which is receiving considerable investment.