Dynamics 365 Customer Engagement

Improve client relationships, deliver frictionless customer service, and drive organizational productivity.

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Elevate customer engagement with Microsoft Dynamics 365 CE

Microsoft Dynamics 365 Customer Engagement is a suite of applications within the Dynamics 365 platform that improves Customer Relationship Management and boots sales productivity, unifying customer interactions, data, and driving business growth.

It comes with a range of features and capabilities, including sales automation, marketing, customer service, field service, project operations, which power up customer engagement.


Industry prowess

Our certified Microsoft Dynamics 365 consultants have extensive industry experience, successfully deploying 100+ complex CRM projects in various sectors, including retail, CPG, and manufacturing. We excel at transforming growing businesses and sustaining enterprise growth.

Customer-first approach

Customer satisfaction lies at the heart of our core business practices. Therefore, we adopt a structured project management approach based on the complexity of the business environment and operations; while ensuring 24/7 customer support and a transparent relationship with our clients.

Microsoft Dynamics 365 CE implementation experts

With a team of 150+ Microsoft Dynamics certified developers, Confiz has the technical proficiency and knowledge to successfully deliver projects around implementation, integration, customization, migration, and consulting services worldwide.

Proven industry solutions

We offer industry-specific, ready-to-use solutions built on Dynamics 365 to help our clients accelerate their digital transformation. At Confiz, we aspire to drive business excellence for our esteemed clients by providing solutions to address their core industry challenges.

Impact of
Dynamics 365 Customer Engagement

Embrace automation and boost business efficiency

Streamline business processes and manage customer interactions and data from a centralized platform. This can help organizations boost business efficacy, reduce manual errors, and improve return on investment.

Deliver superior customer engagement experience

Dynamics 365 Customer Engagement offers a 360-degree customer view and empowers your team with AI-driven predictive analytics for personalized omnichannel experiences, enhancing brand loyalty and retention.

Optimize sales operations and improve productivity

Dynamics 365 Customer Engagement provides tools for sales teams to manage their pipelines, forecast sales, and collaborate, gain real-time visibility into your sales performance and proactively address roadblocks.

Leverage data-driven insights for customer win

Dynamics 365 Customer Engagement uses Power apps to combine all data, providing rich analytics and reporting to help you better understand your customers and make data-driven decisions.

Ensure personalized customer service experience

Microsoft Dynamics 365 CE provides a centralized platform for managing customer support and service requests. This can help organizations improve CSAT scores and boost employee productivity.

Enhance team collaboration

Dynamics 365 Customer Engagement offers collaborative tools for enhanced team communication and decision-making. It serves as a unified platform for managing customer interactions, promoting better alignment of goals and efforts.

Elevate your customer engagement

Dynamics 365

Customer Engagement modules

Empower your sales teams to manage client interactions, leads, opportunities, and accounts. Track the progress of potential business, automate sales workflows, and gain AI-driven insights into customers’ preferences. With this information, boost customer relationships and effectively scale your sales strategy! Learn more

Empower your teams to orchestrate personalized journeys to elevate customer experiences by revolutionizing marketing automation. Engage with customers in real-time based on customer-triggered events. Gain insights into their behavior and buying patterns, track the success of your campaigns, and build impactful customer acquisition and retention strategies. Learn more

Manage customer support and service requests from a unified, centralized platform. Create and track customer service cases, manage Service Level Agreements (SLAs), and analyze customer interactions across multiple platforms. With D365 customer service, businesses can improve customer expectations by optimizing their service operations and boosting their agents’ efficiency. Learn more

Manage your field service operations, schedule and dispatch technicians, manage work orders, and track inventory and assets. D365 Field Service module helps businesses to elevate their customer experiences by optimizing their field service processes, improving response time, and reducing service costs. Learn more

Get the complete viability, agility, and collaboration required to manage and execute your project-centric business. Dynamics 365 Project Operations connects sales, resources, finance, and project management into a single app to accelerate project delivery and ensure profitability. Learn more

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Optimize Sales and Marketing with Dynamics 365 Customer Engagement

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Improve service experience and empower your agents

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Got more questions?

We are here with answers!

What is Dynamics 365 for Customer Engagement? 

Dynamics 365 for Customer Engagement is a suite of applications within the Microsoft Dynamics 365 platform designed for sales, customer service, and marketing operations. It provides organizations with tools to manage customer interactions and relationships across various channels, including email, phone, and digital platforms. 


The customer engagement applications within Dynamics 365 are designed to automate and streamline business processes, improve customer satisfaction, and drive revenue growth.

What is the difference between Customer Service and Customer Engagement in D365?

The customer service application in Dynamics 365 focuses on resolving customer queries and improving customer satisfaction. It provides customer service teams the tools to manage cases, track customer interactions, and monitor customer delight. The customer service application aims to resolve customer inquiries effectively and improve the overall customer experience.


On the other hand, customer engagement is a broader term encompassing all customer relationship management activities, such as sales, marketing, customer support, and field service. The customer engagement applications in Dynamics 365 help organizations manage customer interactions and relationships across all stages of the customer journey, from lead generation to customer retention and beyond.

What is Dynamics 365 Customer Engagement enterprise edition? 

Dynamics 365 Customer Engagement Plan Enterprise Edition is a subscription-based offering within the Dynamics 365 platform that provides access to a comprehensive set of customer engagement applications and services. The Enterprise Edition provides access to several features and capabilities like sales and marketing automation, Power BI, Power Automate, and more. The Enterprise Edition also provides access to advanced capabilities such as business process modeling, data management, reporting, and premium support and training services.

What does Dynamics 365 Customer Engagement include?

Dynamics 365 for Customer Engagement includes a set of business applications designed to help organizations manage customer relationships and engagements. The five key apps that make up D365 Customer Engagement include sales, marketing, customer service, field service, and project operations.

What are the main Dynamics 365 Customer Engagement features?

The Dynamics 365 Customer Engagement features include:

  • Sales Automation: Helps sales teams manage their opportunities, leads, and accounts.
  • Marketing Automation: Allows marketers to create, track, and measure the success of campaigns.
  • Customer Service: Provides a comprehensive solution for managing customer service requests and issues.
  • Field Service: Enables organizations to manage field service operations and schedule work for field technicians.
  • Project Service Automation: Supports project-based businesses by helping to manage project delivery, resources, and billing.
  • Power Apps: A low-code platform that enables organizations to build custom business applications.
  • Power Automate: A tool for automating business processes and creating workflows.
  • Power BI: A business intelligence tool that provides interactive visualizations and insights.
  • Microsoft Teams Integration: Integration with Microsoft Teams to enable team collaboration and communication within the Dynamics 365 platform.

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