Microsoft Dynamics 365 is now a family of applications that has changed rapidly. So how do we structure these applications to meet specific business needs and work with each other? There are many approaches to integrated solutions and creating a game plan requires strategic thinking and preparation.
The Customer Relationships Management (CRM) application has been “flattened out” into multiple solutions that can be licensed and purchased individually – each bearing a new name under the Dynamics 365 flag. To be fair, many continue to call the application CRM although the application by that name no longer exists. Many also call it D365, but that too, is a misnomer as D365 refers to all 10 applications under this banner.
To enable these applications, Microsoft has built these applications on a common data platform using a toolset designed to take advantage of Microsoft’s Common Data Services (CDS). Like pieces of a puzzle, this allows them to integrate cleanly with Dynamics 365 for Finance and Operations and integrate to pre-defined integration points. Dynamics 365 for Customer Engagement, Sales, Field Services (FS), Project Service Automation (PSA), and Marketing are technically one back-end application with multiple modular “apps” built on top and all fit seamlessly with Finance and Operations.
So how does CRM fit into an integrated ERP application like Dynamics 365 for Finance and Operations (FO)? To answer this question, we must first answer what the application is natively and where it belongs integrated into purpose-built solutions.
CRM is natively:
CRM should be integrated in these situations:
In summary, combining the power and capabilities of the Dynamics 365 family of applications can take an organization to the next level of technology, efficiency, and productivity. But you must lay out the proper strategy and roadmap to take full advantage of these applications, assess their functionalities, and leverage the strengths of each application to work in harmony.
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Happy Dynamics 365’ing!