Microsoft Dynamics 365 2021 Review

Dynamics 365
Redmond, WA
Deployment Model:
Free Trial:
Cloud, On-Premise
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Dynamics 365 At A Glance

Good: Extensive CRM functionality and integration with Microsoft products and LinkedIn.
Bad: Difficult to navigate for beginners and limited mobile app features.
Bottom Line: Modular, cloud-based ERP and CRM solution that offers AI and mixed-reality tools, as well as flexible pricing options.

Product Overview

Microsoft Dynamics 365 is a modular, cloud-based enterprise resource planning (ERP) system with advanced customer relationship management (CRM) capabilities. The platform includes rebranded versions of Microsoft Dynamics AX and Microsoft Dynamics CRM.

Dynamics 365 helps companies make better decisions based on data-driven insights and recommendations. Companies can operate more efficiently by automating and optimizing manual tasks with intelligent workflows.

The solution’s CRM features give clients the ability to unify relationship data using the LinkedIn Sales Navigator, coach sales employees with onboarding and analytic dashboards, and tailor customer experiences at scale.

Dynamics 365 also takes a modern approach to ERP functionality by incorporating artificial intelligence (AI), machine learning and mixed-reality (a hybrid of reality and virtual reality) tools for businesses. The solution offers:

  • Predictive guidance for sales
  • Automated fraud protection
  • Virtual sales agents
  • Product visualizations
  • Holographic guides
  • Mixed-reality remote assistance

A mobile app is available for iOS and Android.


Microsoft Dynamics 365 includes the following modules:

Sales – The Sales module includes all the core features of Microsoft Dynamics CRM. Companies can prioritize the right prospects, optimize the sales process, personalize customer engagement and build meaningful relationships. A customer dashboard offers actionable insights and predictive guidance. Companies can also enhance the buying experience by showcasing products with mixed reality.

Marketing – The Marketing module targets prospects through multi-channel campaigns and increases the number of qualified leads. Companies can find and nurture leads by connecting sales and marketing departments, as well as understanding market trends with web and social insights.

Customer Service – The Customer Service module creates positive experiences for customers through multiple channels and devices. Intelligent virtual agents provide tailored service experiences without additional labor costs.

Commerce – The Commerce module optimizes store management, merchandising processes, customer fulfillment and inventory utilization.

Finance and Operations – The Finance and Operations module includes all the features of Microsoft Dynamics AX. Companies can access a centralized finance dashboard with real-time business intelligence and embedded analytics. Employees can use role-based workspaces to automate and streamline financial, manufacturing, supply-chain and asset management processes.

Project Service Automation – The Project Service Automation module uses a predictable and customer-centered service delivery model to help companies successfully plan and deliver projects. It anticipates resource demands, forecasts profitability and provides collaboration tools.

Field Service – The Field Service module optimizes labor resources. Service technicians can become more efficient at solving problems in the field with mixed-reality, automation and remote-assist tools.

Human Resources – The Human Resources module helps businesses attract top talent, increase employee performance and improve HR management. It includes features to onboard new hires, streamline HR processes and enable employee self service.

Target Market

Microsoft Dynamics 365 serves businesses, nonprofits and governments worldwide. Here are some examples of its customers:

  • Adobe
  • Beyond Bank Australia
  • Boys & Girls Clubs of America
  • Hewlett Packard
  • Hickory Farms
  • Infosys
  • Macy's
  • Michael Hill
  • Renault Sport
  • Seattle Seahawks

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Microsoft works with third-party consultants who provide expert guidance and support in buying, implementing and optimizing Dynamics 365 applications.

The software can be implemented through the cloud or on-premise. Companies can integrate the solution with Microsoft Power Platform (Power BI, PowerApps and Flow), as well as Office 365 and LinkedIn.

Customer Service & Support

Microsoft provides users with self-help resources such as a documentation library, help center and community forum where users can ask questions to peers and experts.

The Customer Engagement Plan offers clients phone and web support.

Companies with the Unified Operations or Dynamics 365 Plans can purchase Lifecycle Services, which provides technical support through a dedicated project manager and IT administrator.


The prices of each module are as follows:

  • Sales – $65 per user, per month (Professional) or $95 per user, per month (Enterprise)
  • Marketing – 10,000 contacts for $1,500 per month (stand-alone) or $750 per month (if company also uses other Dynamics 365 apps)
  • Customer Service – $50 per user, per month (Professional) or $95 per user, per month (Enterprise)
  • Commerce – $180 per user, per month
  • Relationship Sales – $130 per user, per month (10 user minimum)
  • Sales Insights – $50 per user, per month
  • Customer Insights – $1,500 per tenant, per month for up to 100,000 profiles
  • Customer Service Insights – $75 per user, per month for up to 100,000 cases
  • Project Service Automation – $95 per user, month
  • Field Service – $95 per user, per month or $65 per user, per month (remote assist)
  • Human Resources – $120 per user, per month
  • Finance -$180 per user, per month
  • Business Central – $70 per user, per month (Essentials) or $100 per user, per month (Premium)
  • Layout – $95 per user, per month


Because the interface has extensive functionality, it may be difficult to navigate for beginners.

Some users note the mobile app has limited features.

Queries can’t be shared between different users.


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Microsoft Dynamics 365 is an ERP solution that combines the functionality of Dynamics CRM and Dynamics AX.

Microsoft Dynamics CRM first began in 2001 with the acquisition of iCommunicate, a web-based CRM company. In 2002, Microsoft bought the Danish software firm Navision and its Axapta software, which was later renamed Dynamics AX. In 2003, Microsoft released CRM 1.0, targeting small and medium-sized businesses.

In 2016, Microsoft incorporated Dynamics AX features into Dynamics CRM and renamed it Dynamics 365. The solution is updated twice per year. In June 2019, the company released its Wave 2 update with hundreds of new software features.

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