Dynamics 365

Business applications from Microsoft for sales, service, finance and supply chain

Dynamics 365 is Microsoft's family of business applications, and it connects customer relationship management with enterprise resource planning. The older name, Microsoft Dynamics, described a line of adaptable business management products, and Microsoft says they work like and with familiar Microsoft software, which eases adoption and lowers the risk of introducing a new system.

Choosing one app, some or all

Companies are not required to buy the whole family. The applications are made to work together and with existing systems, so an organization can start with one and add others. Microsoft names small and medium businesses as well as larger firms as customers.

Customer-facing applications

On the customer side, the applications aim to link sales and marketing so that teams gain visibility into customer needs, move leads through the pipeline faster and coach sellers. Marketing tools help build more personal customer journeys, and Customer Insights is one of the named products. Customer service tools use generative AI and automation to resolve issues faster. For retailers, Microsoft talks about making shopping experiences smooth across channels.

Finance, supply chain and operations

On the operations side, Dynamics 365 automates financial processes and business operations so that teams can adapt faster to disruption. Supply chain management brings digital tools for stock, orders and commerce, which is the area that places this product in the supply chain category.

Agents and AI

Microsoft now describes Dynamics 365 as agentic CRM and ERP. Copilot and agents are added to the applications, and the company talks of moving from a system of record to a system of action, where AI assists with selling, serving customers and running operations. It also offers a way to build custom agents. Dynamics 365 sits alongside Microsoft Power Platform, and the company provides guidance for moving existing systems to the cloud and to Dynamics 365.