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Microsoft Dynamics 365 Customer Engagement Vs Dynamics CRM – What’s the difference

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With Dynamics 365, Microsoft intends to wipe out the traditional silos of internal information (ERP) and external information (CRM) while focusing on delivering the tools each individual needs to perform its role. There are number of improvements have been done in Dynamics CRM to create Dynamics 365 for Customer Engagement. In fact, Dynamics 365 is a cloud-based product with combined CRM and ERP into a single product where you can manage all the applications and tools you need to run your business.


Dynamics CRM is customer relationship software that assists organizations with front-of-house operations such as sales, customer service, and marketing. With Dynamics 365, Microsoft offers both CRM and ERP functionality to ensure that all of front- and back-end operations can be managed from a single, unified platform.

CRM and ERP functionality


Apps and Sitemap Editor:- With Dynamics 365, Microsoft brings the concept of “the right functionality in the right place”. With this, different functional areas of Dynamics 365 can be grouped together into “apps” and can be displayed to users based on their roles. In case, if the marketing team doesn’t need to see service cases, marketing “app” with only the relevant functions can be created. This design process is supported by a graphical sitemap editor – doing away with the days of editing sitemaps in XML.


Editable Grids:- Dynamics 365 enables you to present lists of records as editable grids. This functionality allows the user to make online changes to the records. Managers requiring approving the quotes to customers can simply view the list of quotes awaiting the approval and mark each as approved, rather opening each individual record, locate the approval box, check it, close the record and open the next one.


Relationship Insights:- Dynamics 365 Customer Engagement provides contextual insights to users into their interaction with customers. With in-built Azure Learning, Dynamics 365 identifies potential sales opportunities from emails in Outlook. Furthermore, the Auto-Capture functionality surfaces untracked emails from Outlook to users, saving effort and energy on manually checking that all appropriate email threads are tracked in Dynamics 365.


Relationship With Office 365:-Dynamics 365 for Customer Engagement has a closer relationship with Office 365, enabling users to create custom workflows running across Dynamics 365, Outlook, Excel Online, Azure Machine Learning and more.


Licensing Model:-Both Dynamics CRM & Dynamics 365 for Customer Engagement are designed to be implemented as cloud Software as a Service (SaaS) products, with licenses sold on a per-user-per-month basis. However, in Dynamics 365 you need to pay for the Apps you are using with high scalability to extend the features as per your changing business needs.