What is Microsoft Dynamics 365?

Dynamics 365 is not a single product, but a family of applications that share the same data foundation. This is the source of much confusion in procurement processes.

The CRM component

Sales for sales, Customer Service for customer service, Customer Insights for marketing and customer data, Field Service for work at customer sites, and Project Operations for project delivery. Collectively, these are referred to as the customer engagement apps.

What they share

They are all built on Dataverse. This means that each customer exists only once, that a customer service case can become a field service work order, and that reports can span modules without integration. This interconnectedness is the main argument for choosing multiple modules from the same family.

It is modular

You buy what you need. Many start with Sales alone and add more over time. It is both cheaper and easier than implementing everything at once—and it gives the organization time to adopt one module before the next is introduced.