What is Dynamics 365 used for?

Dynamics 365 is used for enterprise resource planning and customer relationship management. This Microsoft product offers a vast array of tools designed for business management. It can analyze customer data, integrate marketing, manage supply chains, and boost sales performance. Dynamics 365 is highly customizable based on industry and business size.

Is Dynamics 365 a CRM or ERP?

Dynamics 365 is both a customer relationship management (CRM) and an enterprise resource planning (ERP) tool. It offers separate apps for CRM, like sales and customer service workflows, and ERP, such as finance and supply chain management. These apps can be used individually or together, making them a flexible solution for numerous business sectors.

Is Microsoft Dynamics 365 easy to learn?

One of the benefits of Microsoft Dynamics 365 is how extensive the platform’s business management tools are. However, this also means that there is a learning curve, especially for first-time users. Microsoft does offer extensive training resources. The complexity of learning will also depend on how many of the platform’s tools are implemented.

What type of system is Dynamics 365?

Dynamics 365 is a cloud-based enterprise software platform that combines CRM and ERP capabilities. It features Microsoft AI tools, automation, and real-time analytics designed for use across business units. It can handle everything from customer service management to supply chain optimization while improving data centralization.

What database does Dynamics 365 use?

Dynamics 365 uses Microsoft Dataverse as its underlying data platform. Microsoft Dataverse is a data storage and management engine that acts as the foundation for numerous Microsoft applications. The Dataverse allows for secure, scalable data storage, automation, and integration. Dataverse includes a base set of tables or records for typical scenarios, but also allows for custom tables specific to an organization.

Updated May 20, 2025 at 3:59 PM

Dynamics 365 2026: Benefits, Features & Pricing

Written by Alejandra Aranda

Content Analyst

Edited by Lindsay Page

Editor

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On this page

Our Summary
Pricing and Plans
Features
Integrations
Key Sentiments
User Reviews
Frequently Asked Questions

Our Summary

Dynamics 365

4.4

(5801)

FrontRunner 2026

Pros:

Integration with Microsoft Suite
Customer relationship management

Cons:

High cost
Steep learning curve

Pricing

Starting at $50.00 per month

What is Dynamics 365:

Dynamics 365 is a suite of intelligent business applications and includes tools for sales, marketing, customer service, field service, supply chain, finance, and business management. As a part of the Microsoft suite, the platform unifies customer data, improving insight into the customer journey and personalizing the sales experience.

Why we like Dynamics 365:

Dynamics 365 was awarded Best for Support Ticket Management on Software Advice’s Best Customer Service Software of 2025 list. Users highlight its powerful CRM capabilities, seamless Microsoft integration, and flexibility to adapt across industries.

Who should use Dynamics 365:

Over half of the reviewers on Software Advice come from companies with two to 200 employees, indicating it is a strong choice for small and midsize businesses. The platform offers tools for marketing, customer service, field service, and finance teams, helping streamline customer data management and operations.

Dynamics 365 Screenshots

Dynamics 365 Overview

Microsoft Dynamics 365 is a cloud-based CRM ecosystem for small, medium and enterprise organizations, with a focus on Sales, Field Service, Customer Service complete with strong integrations with Microsoft’s other Office 365 offerings like Teams, Outlook, Excel & Word.

The Microsoft Dynamics 365 ecosystem has offerings ranging from lead and opportunity management, marketing, field service, IOT, customer service, mixed reality and project service automation all allowing for a more frictionless engagement with your customers.

Microsoft Dynamics CRM is available for software...

Dynamics 365 Pricing and Plans

Starting price: $50.00 per month

Free Trial

Free Version

Professional

$50.00

per user, per month

Plan includes:

Case management
Knowledge management (including knowledge authoring)
Microsoft 365 interoperation
Unlimited named users
Leads (creation only)
Microsoft Power BI

Enterprise

$105.00

per user, per month

Plan includes:

Microsoft Teams integration
Copilot in Dynamics 365 Customer Service
Embedded intelligence
Multisession support
Unified routing
Analytics and KPI reporting
Forecasting and scheduling
Portals
Custom applications (Microsoft Power Apps)
Workflow automation (Microsoft Power Automate)

Premium

$195.00

per user, per month

Plan includes:

Self-service chatbots and IVR
Live and persistent chat on messaging and social channels
Voice channel with inbound routing, conversation summarization and outbound calling

Confused about pricing? We've got you covered.

Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates.

Our Analysis of Dynamics 365's Pricing Plans

We've explored Dynamics 365's pricing plans to help you determine which option best suits your needs and budget. We've also outlined the key advantages and limitations of each plan. Dynamics 365 offers several pricing tiers for different applications, each designed to cater to various user types and requirements. Understanding the nuances of each is essential for making the right choice for your personal or professional use case. Here, we’ll...

explore the three tiers of pricing for the Customer Service application: Professional, Enterprise, and Premium. __Dynamics 365 Customer Service Professional plan__ The Customer Service Professional plan is designed for businesses that need essential customer service capabilities. Priced at $50 per user per month (billed annually), this plan offers core features to help service representatives manage customer interactions effectively. __Pros:__ - __Core customer service capabilities:__ Includes case management, knowledge management, and service-level agreements. - __Native integration:__ Seamlessly integrates with Microsoft 365 applications. - __Comprehensive reporting and dashboards:__ Provides essential reporting tools to track performance and customer satisfaction. __Cons:__ - __Limited customization:__ Advanced customization options are not available in this plan. - __Basic automation:__ Automation features are limited compared to higher-tier plans. - __No advanced analytics:__ Lacks advanced analytics and AI-driven insights. __Dynamics 365 Customer Service Enterprise plan__ The Customer Service Enterprise plan is tailored for organizations that require advanced customer service features and customization. Priced at $105 per user per month (billed annually), this plan includes all the features of the Professional plan plus additional capabilities. __Pros:__ - __Highly customizable:__ Flexible configuration options to match unique business needs. - __Workflow automation:__ Advanced tools help streamline processes and save time. - __AI-powered insights:__ Built-in analytics support smarter customer engagement and decision-making. __Cons:__ - __Higher cost:__ May be cost-prohibitive for smaller teams. - __Complex setup:__ Requires time and technical know-how to implement effectively. __Dynamics 365 Customer Service Premium plan__ The Customer Service Premium plan is designed for large enterprises with complex customer service requirements. Priced at $195 per user per month (billed annually), this plan includes all the features of the Enterprise plan plus additional premium capabilities. __Pros:__ - __Full feature access:__ Unlocks all advanced tools and customization capabilities within Dynamics 365. - __Priority support:__ Includes dedicated account management and expedited assistance. - __Top-tier security:__ Enhanced protections for sensitive customer data. __Cons:__ - __Cost:__ The plan is significantly more expensive, which may be prohibitive for some organizations. - __Implementation time:__ Setting up and implementing the Premium plan may take longer due to its comprehensive nature. __Conclusion__ After analyzing Dynamics 365's pricing structure, it's evident that the company offers a range of plans designed to cater to various user needs and business sizes. - **For small businesses and individual users:** The Customer Service Professional plan is a suitable option. It provides essential customer service features at a reasonable cost, making it accessible for smaller teams. - **For growing businesses and larger organizations:** The Customer Service Enterprise plan is the most suitable choice. With its advanced customization and automation features, this plan scales seamlessly as teams expand, ensuring efficient workflow management. - **For enterprise-level clients with complex requirements:** Dynamics 365's Customer Service Premium plan is tailor-made for these organizations. With premium support, advanced security, and comprehensive features, this plan ensures that large-scale businesses receive the personalized support and capabilities they need to optimize their customer service operations. Ultimately, the decision lies in understanding your current needs and anticipating future growth. By aligning your requirements with the appropriate Dynamics 365 pricing plan, you can harness the power of this versatile tool to streamline your customer service operations, foster collaboration, and achieve your goals, whether you're a small business or a global corporation.

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Dynamics 365 Features

Drawn from insights across 5801 verified reviews, we've outlined Dynamics 365's best and worst rated features and how they stack up against the average rating.

Dynamics 365's score

Category average

Dynamics 365's Best Rated Features

Dispatch Management

4.89

3.99 category average

Knowledge Management

4.75

4.15 category average

Consolidation/Roll-Up

4.67

3.54 category average

Dynamics 365's Worst Rated Features

Sales Trend Analysis

3.75

3.80 category average

Marketing Automation

4.02

3.91 category average

Multi-Channel Communication

4.10

3.71 category average

Popular features found in CRM
Calendar Management
Customer Journey Mapping
Email Management
Quotes/Estimates
Reporting/Analytics
Sales Pipeline Management
Segmentation
Task Management
Territory Management
Workflow Management
More features of Dynamics 365
Accounts Payable
Accounts Receivable
Activity Dashboard
Activity Tracking
Asset Lifecycle Management
Bank Reconciliation
Billing & Invoicing
Budgeting/Forecasting
Calendar/Reminder System
Campaign Management
Campaign Planning
Cash Management
Chat/Messaging
Collaboration Tools
Commission Management
Compliance Management
Consolidation/Roll-Up
Contact Database
Contact Management
Conversion Tracking
CRM
Customer Database
Customer History
Customer Segmentation
Customizable Branding
Customizable Templates
Dashboard Creation
Data Connectors
Data Import/Export
Data Visualization
Dispatch Management
Document Management
Document Storage
Email Marketing
Email Templates
Employee Management
Employee Scheduling
Expense Tracking
Financial Analysis
Financial Management
Financial Reporting
Fixed Asset Management
For Call Centers
Forecasting
For Insurance Industry
For iPad Devices
For Medical Purposes
For Real Estate
For Startups
Fund Management
General Ledger
HR Management
Income & Balance Sheet
Integrated Business Operations
Interaction Tracking
Internal Chat Integration
Inventory Management
Invoice Creation
Invoice Management
Invoice Processing
Knowledge Base Management
Knowledge Management
KPI Monitoring
Labor Forecasting
Lead Capture
Lead Generation
Lead Management
Lead Nurturing
Lead Qualification
Lead Segmentation
Maintenance Scheduling
Marketing Automation
Mobile Access
Mobile App
Multi-Channel Communication
Multi-Channel Marketing
Multi-Currency
Online Invoicing
Payroll Management
Performance Metrics
Pipeline Management
Point of Sale (POS)
Profit/Loss Statement
Project Management
Prospecting Tools
Purchase Order Management
Remote Access/Control
Reporting & Statistics
Requisition Management
Sales Forecasting
Sales Reports
Sales Trend Analysis
Scheduling
Search/Filter
Self Service Portal
Single Page View
Spend Management
Status Tracking
Supplier Management
Supply Chain Management
Support Ticket Management
Task Scheduling
Third-Party Integrations
Time & Expense Tracking
Training Management
Transaction Management
Trend Analysis
Vendor Management
Visual Analytics
Warehouse Management
Work Order Management

Dynamics 365 Integrations

Based on 5801 verified reviews, we've identified products most frequently integrated with Dynamics 365.

Microsoft SharePoint

Integration rated 4.4 from 36 reviews

Siddhartha

Delivery Manager and BA

Used for more than 2 years

Reviewed February 2022

"we use MS Dynamics CRM and on various leads , opportunity multiple xls and ppt needs to be shared , we want them to be though SharePoint rather than emails and that's the reason we integrated."

Microsoft Teams

Integration rated 4.7 from 21 reviews

Microsoft Power BI

Integration rated 4.6 from 21 reviews

Docusign

Integration rated 4.2 from 19 reviews

Microsoft 365

Integration rated 4.8 from 16 reviews

LinkedIn for Business

Integration rated 4.7 from 16 reviews

Microsoft Azure

Integration rated 4.5 from 11 reviews

See all 90 integrations

Dynamics 365 Key Sentiments

We analyzed 5801 verified reviews for Dynamics 365 to find out what actual users really think.

Most Positive Sentiments

Microsoft product integration

72% Positive

20% Neutral

8% Negative

Users appreciate Dynamics 365 for its seamless integration with other Microsoft products, such as Office 365, Azure, and Power BI, which enhances productivity and collaboration. They find that the platform's ability to connect various business functions into one cohesive system streamlines operations and improves data accuracy. Additionally, reviewers highlight the robust customization options and powerful analytics capabilities that Dynamics 365 offers, making it a versatile tool for diverse business needs.

Customer relationship management

69% Positive

23% Neutral

7% Negative

Users find Dynamics 365 to be a robust platform for managing customer relationships and business operations, with features that streamline processes and improve customer interactions. They appreciate the unified system that integrates CRM and ERP functionalities, which streamlines workflows and customer engagement. Reviewers highlight the platform's ability to provide a comprehensive view of customer interactions across different departments, which is valuable for maintaining and improving customer relationships.

Sales management

65% Positive

28% Neutral

7% Negative

Users appreciate Dynamics 365 for its robust sales management capabilities, noting that the integration of CRM and ERP tools supports the full sales cycle—from lead tracking to closing deals. Reviewers highlight features like sales automation, pipeline visibility, and customer data integration as valuable for improving efficiency and driving revenue growth.

Least Positive Sentiments

Performance issues

23% Positive

21% Neutral

57% Negative

Users appreciate the ease with which they can edit lists and perform tasks using Dynamics 365, especially with features like editable grids and Excel Online integration. However, they note that the platform can experience performance issues, such as slow load times, system crashes, and dependency on internet speed. Some reviewers also mention that the mobile application can be slow, and the integration with other Microsoft products can sometimes affect overall performance.

Learning curve

49% Positive

33% Neutral

18% Negative

Users find that Dynamics 365 offers comprehensive training resources and clear guides, which are essential for mastering its extensive feature set. However, they note that the platform's complexity requires significant time and effort to learn, especially for beginners. Some reviewers also mention that the lack of intuitive design and scattered support materials can make the initial learning process challenging and time-consuming.

Customization

50% Positive

32% Neutral

18% Negative

Users appreciate the high degree of customization that Dynamics 365 offers, allowing them to tailor the platform to their specific business needs and workflows. They find that the flexibility and extensive customization options enhance productivity and provide scalable solutions. However, some reviewers mention that the complexity of the customization process can be challenging and may require specialized knowledge or consulting services.

Dynamics 365 User Reviews

Overall Rating

4.4

Ratings Breakdown

52%

36%

10%

Secondary Ratings

Ease of Use

4.1

Value for money

4.1

Customer support

4.2

Functionality

4.3

Dabit B.

Verified reviewer

Education Management

10000+ employees

Used daily for more than 2 years

Review source

Reviewed February 2026

Getting better but still not the best

Even though it is not as powerful as other AI tools, I use this on a daily basis to refine my email writing and organization.

Ratings Breakdown

Ease of use

Value for money

Customer support

Previously 3

Functionality

Previously 5

Pros:

It has evolved much to leverage AI data and understanding of mechanism and analytics to optimize operation.

Cons:

It is getting better but is still behind in the world of AI reasoning, like other software, compared to ChatGPT.

Verified

Reviewer

Legal Services

11-50 employees

Used daily for more than 2 years

Review source

Reviewed December 2025

Great experience using Dynamics 365!

Great experience using Dynamics 365! Overall, we are very happy using Dynamics 365 as there are a lot of different integrations for us.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Microsoft dynamics allows us to keep all of our information and tracking of users, and products into one place. There is seamless integration across users.

Cons:

The integration across users is not super reliable. We experience a lot of lag and downtime between users.

Reasons for choosing Dynamics 365

Ability to easily integrate our file system with all of our other products in Dynamics 365.

Bill L.

Verified reviewer

Professional Training & Coaching

2-10 employees

Used daily for less than 12 months

Review source

Reviewed February 2026

CRM Solutions for Complete sales

Previously 4

Overall our team completely enjoyed the program. We would still be using it if the costs were cheaper. The data from quotes emails are stored so you can access information quickly and easy anywhere.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Helps keep us aligned as a team on the go while working remote. Allows for customer data to be securely shared.

Cons:

Costs are rather high conpated to past services such as sakesforce and arlo. We switched mainly due to costs.

Reasons for choosing Dynamics 365

Franchise model was using it so we had to purchase it as a package option.

Junaid E.

Verified reviewer

Hospitality

11-50 employees

Used daily for less than 12 months

Review source

Reviewed September 2025

Powerfull All in one platform

Overall, Dynamics 365 is a powerful solution for business that need an all in one platform for managing operations and customer services.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Integration with Microsoft own products like Outlook, Teams and Power BI is seamless and boosts productivity.

Cons:

The platform can be overwhelming to setup and configure due to its complexity. Licensing costs add up quickly, especially if you need multiple modules. performance can sometimes lags if not optimized correctly.

Reasons for choosing Dynamics 365

Our main reason was integration with existing Microsoft tools and customization options.

Reasons for switching to Dynamics 365

We switched from Salesforce because Dynamics 365 provided great integration with Microsoft tools we already used, such as Office 365, Teams and Power BI.

Ray W.

Verified reviewer

Accounting

11-50 employees

Used daily for more than 2 years

Review source

Reviewed November 2025

Great Product that I recommend

Great product to be honest, many different modules. But very good user interface but can be costly for implementation.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Great product but can get expensive for the implementation. But would still recommend for your company as a erp system

Cons:

The cost is quite a bit for implementation so please keep that in mind and budget for it so there wont be any surprises

Reasons for switching to Dynamics 365

Company grew much bigger and needed a more robust producr

Christian D.

Verified reviewer

Medical Devices

11-50 employees

Used daily for more than 2 years

Review source

Reviewed May 2025

Room to Grow

Our experience has been mixed, mostly due to poor implementation partners. While I believe in the power of the software and its capabilities, it does not seem like it is an industry-leading CRM at this point. However, I'm hopeful that it will get to that point with further investment from Microsoft.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The platform is very robust with different modules and infinite capabilities, from sales to service management to marketing, to HR. I appreciate Microsoft's commitment to improvement in technology by integrating things like Teams and Copilot into our CRM workflow.

Cons:

Microsoft makes you work with costly implementation partners to set up your system. The system also does not integrate naturally with Business Central on the accounting side. Make updates to the system can also take some time to learn through the advanced settings.

Reasons for switching to Dynamics 365

We had disparate systems across sales, field service, and accounting.

Mansi G.

Verified reviewer

Accounting

11-50 employees

Used daily for less than 12 months

Review source

Reviewed October 2025

Good Tool for big team working together!

It was a positive experience as a lot of people can work simultaneously on the same views, collaborate and share inquries.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Easy to navigate and manage several view screens.You can assign inquiries from yourself to the team members.

Cons:

Sometimes when you are clicking among multiple screens your filter screen goes away, and you have to reapply your search or filter

Reasons for switching to Dynamics 365

We were using multiple systems. This system integrated two systems for us and tied billing and invoicing to the payment side.

Krystal C.

Verified reviewer

Hospital & Health Care

51-200 employees

Used daily for less than 2 years

Review source

Reviewed January 2026

Microsoft dynamics review

great software do not have any bugs and issues.very great campaign management for my workplace. And never had a issue with the use of Microsoft dynamics.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

What i like about Microsoft dynamics is they software is a good product for my money because i can store all my docs in one place.And very easy to use and great invoicing and great features to use

Cons:

Noting everything about Dynamics is a great software to use Because they have great customer support when i have a problem.

Jack S.

Verified reviewer

Financial Services

1001-5000 employees

Used daily for less than 12 months

Review source

Reviewed January 2026

Dynamics 365

Implementation and configuration require time and expertise. It can feel heavy for teams that only need basic functionality.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Dynamics 365 offers strong capabilities for financial and operational management. It’s powerful and well suited for complex organizational environments.

Cons:

The integration with other Microsoft tools is seamless. Financial data is structured and supports detailed analysis. Automation features help streamline workflows.

Nelson F.

Verified reviewer

Construction

Self-Employed

Used monthly for free trial

Review source

Reviewed January 2026

Great Product

My overall experience is Good! I think Dynamics 365 has a lot to offer & it is extremely great when putting data together.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like how it helps better manage sales & service. The software itself is very helpful & updated for the most part.

Cons:

Sometimes it takes a while to load up, but overall, the software is great! The ability to collect data for improved efficiency and new insight comes in handy.

Showing 1 - 10 of 5801 Reviews

See All Reviews

Dynamics 365 FAQs

What is Dynamics 365 used for?
Dynamics 365 is used for enterprise resource planning and customer relationship management. This Microsoft product offers a vast array of tools designed for business management. It can analyze customer data, integrate marketing, manage supply chains, and boost sales performance. Dynamics 365 is highly customizable based on industry and business size.
Is Dynamics 365 a CRM or ERP?
Dynamics 365 is both a customer relationship management (CRM) and an enterprise resource planning (ERP) tool. It offers separate apps for CRM, like sales and customer service workflows, and ERP, such as finance and supply chain management. These apps can be used individually or together, making them a flexible solution for numerous business sectors.
Is Microsoft Dynamics 365 easy to learn?
One of the benefits of Microsoft Dynamics 365 is how extensive the platform’s business management tools are. However, this also means that there is a learning curve, especially for first-time users. Microsoft does offer extensive training resources. The complexity of learning will also depend on how many of the platform’s tools are implemented.
What type of system is Dynamics 365?
Dynamics 365 is a cloud-based enterprise software platform that combines CRM and ERP capabilities. It features Microsoft AI tools, automation, and real-time analytics designed for use across business units. It can handle everything from customer service management to supply chain optimization while improving data centralization.
What database does Dynamics 365 use?
Dynamics 365 uses Microsoft Dataverse as its underlying data platform. Microsoft Dataverse is a data storage and management engine that acts as the foundation for numerous Microsoft applications. The Dataverse allows for secure, scalable data storage, automation, and integration. Dataverse includes a base set of tables or records for typical scenarios, but also allows for custom tables specific to an organization.