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Hello,
As Customer service module is self sufficient to manage the marketing activities, would you please share scenarios where technical customizations are requiring to enhance or optimize the functionalities?
Thanks,
Hi Mohamad,
Thank you for your response!
Can you please clarify that the customization points mentioned above are the out of the customization or can only be done with the development?
Actually, I am also looking for the points where the customizations are required using some sort of development/plugins/power platform/apps etc - can you please share any scenarios which is not possible with the out of the box customizations?
Hi TomSD365,
Customer Service relies on Cases and Queues to complete service requests and handle support issues.
Marketing depends on Customer Journeys, Marketing Emails, and Events to keep campaigns in motion and data quality high.
In marketing activities, the main difference is in emails, which have more powerful tracking capabilities and richer ways to market and get feedback. In addition, marketing event is a function that customer service does not have.
For a comparison of their prices please refer: https://www.encorebusiness.com/blog/d365-sales-vs-customer-service-vs-marketing/
Hi Tom,
My advice is to implement Dynamics 365 Marketing if you need the marketing automation.
About your question about scenarios, there are some scenarios where technical customizations are required or Dynamics 365 Marketing is required :
There are many scenarios that you can implement it via the customization Like The event management, Compaign management, and there are some scenarios that required a Dynamics 365 Marketing Licence.
I hope that's helpful for you.
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