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Difference between Dynamics 365 Business Central - Service Management Module and Dynamics 365 Customer Service

Hi experts,

I would like to know the difference between Dynamics 365 Business Central - Service Management Module and Dynamics 365 Customer Service.

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/service-manager-guide

https://docs.microsoft.com/en-gb/dynamics365/business-central/service-service

From the official document above, both of them can do case management/tracking/assigning/scheduling.

D365 CS can't do invoice though.

Anyone has experience how to distinguish or choose them?

Thanks!

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Hello WanChung -

These two applications are quite different - Business Central is more of an ERP application, which means that it is very strong on financials (like invoicing), whereas Microsoft Dynamics 365 Customer Service is more of a CRM application.

I'm not sure precisely what you mean by Case Management, but the Business Central Service module seems to be made for things like service calls, service orders, repairs and supplies. The Microsoft Dynamics 365 for Customer Service app is geared more toward help desk functions, like inbound case triage, subjects, service contracts, etc. I have worked on a number of Call Center applications using Microsoft Dynamics 365 for Customer Service which have worked well, as well as Social Service Case Management for non-profits and government services.

You are correct - Microsoft Dynamics 365 for Customer Service does not have Invoicing, although Microsoft Dynamics 365 Sales does. I know a number of organizations that use both modules because they sell services and invoice for them, and then deliver those services through service contracts using the Customer Service module.

In my opinion one large difference is the ability to customize the platform. With Business Central there is very little ability to customize the actual schema of the database - meaning, you cannot create custom fields, or custom entities, whereas with Microsoft Dynamics 365 for Customer Service you can create custom entities (tables in the database), custom forms, custom views, workflows and business rules to show and hide fields on forms.

The very best way, in my opinion, to decide is to obtain a trial of each and see how close the platforms work with your business.

Hope this helps - if it does, please mark the answer as such.

Thanks,

Owen Scott

Blackfin Cloud

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