Updated: October 31, 2020 (October 31, 2020)
SidebarDynamics 365 Customer Engagement Overview
Dynamics 365 Customer Engagement is a collection of applications that provide sales, marketing, and other customer relationship management (CRM) features. Customer Engagement was previously called Dynamics CRM Online.
An on-premises server product, called Dynamics 365 Server (previously called CRM Server), provides a subset of the core components for sales and customer service. Dynamics 365 has received only minor updates and fixes since its last release in Oct. 2018, as Microsoft focuses primarily on its online services.
Components
Customer Engagement includes the following major components, which are also part of its packaging.
Sales provides lead and opportunity management; product, price list, and order management; and group sales management.
Marketing provides templates for creating marketing campaigns, simplified e-mail creation, and a dashboard of customizable metrics, and it connects with the Sales application to automatically move acquired leads into the sales funnel.
Customer Service provides case management, the Unified Service Desk, service-level-agreement management, and other features for customer support teams.
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