Understanding Microsoft Dynamics 365 Customer Engagement (CE)

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Many companies lack insight into their data, forcing them to scramble and respond to situations and challenges as they arise. Do your customer service agents always waste time looking for information when they receive support calls or do you have the tools and resources in place to anticipate when a customer will contact you and what the most likely steps to resolution will be? There’s a distinction, and Microsoft Dynamics 365 Customer Engagement (CE) fills the gap. 

What to Expect from Dynamics 365 CE?

Microsoft Dynamics 365 CE improves the employees’ ability to collaborate and streamline their communication with customers. Here are some of the reasons why Microsoft Dynamics 365 CE is one of the most popular CRM solutions in the market:

  • Assist customers from any location and using any device
  • Use social analytics to expand the network and strengthen customer relationships
  • Use configurable dashboards and data visualization software to gain actionable insights
  • Create positive, customized customer interactions to boost sales growth
  • Build team collaboration and let the sales team sell as a team
  • Work smarter to close more deals by leveraging easy-to-design process flows

Use interactive maps to analyze your sales data and discover important information. Increase customer loyalty by launching multi-phase marketing strategies across multiple channels. Provide sensitive, appropriate service across various channels on customers’ terms. 

The Dynamics 365 CE Pricing Model 

Customer Engagement applications are available as Base Licenses, and Attach Licenses for each base can be added depending on the individual user’s needs.



The Customer Engagement Plan encompasses all aspects of CRM and customer engagement.


Full User

Team Member
Sales From $115 per user/month $8 per user/month
Customer Service
Project Service Automation
Field Service
Customer Service Insights

Implementing Your Dynamics 365 CE

  1. Begin with “why” – connect your D365 investment to your company’s strategic vision and task. Develop measurable targets such as “achieve the highest customer satisfaction rate in our industry within two years.” 
  2. To lead the project, form a multi-functional team – put together the right team of staff to help you prepare and execute your implementation.
  3. Determine the most critical objectives – consider the complexity of your project as well as the end product.
  4. Learn about the features of Microsoft Dynamics 365 – since Dynamics 365 has so much to give, it’s essential to check the solution’s functionality before implementing it. 
  5. Perform a process audit- try having well-documented processes when it comes to execution, it will save you a lot of time. 
  6. Examine the latest tools and programs – ensure your existing systems can easily integrate with D365. It’s also crucial for your team to look ahead and familiarize themselves with the new approach at this stage. 
  7. Training and testing – consider how your employees will be trained on the program in-person, through e-learning, or by combining the two. End-user training should be role-based and adapted to the learning styles of your employees. 
  8. Implementation and evaluation – once you go online, you can plan on continuing to release updates, taking into account user reviews along the way—plan for continual progress and change, particularly when your company’s priorities shift.
  9. Choose the software development lifecycle management tool – know where you’ll keep all of your work, from the code repository to task management. Determine the licenses you’ll need for the project once you’ve decided on a method.
  10. Decide how you’ll assess the implementation’s success – consider the budget’s long-term viability, team commitment, and timetable.
  11. Make sure you know how the company works from beginning to end – each line of business must continue to operate on the new platform from beginning to end. It would be easier to ensure that no steps are skipped if you clearly understand their processes. 

Partner with a Team of Experts

  • Partner with a company having the industry capacity to fit your problems to the appropriate solution and who can transform the business processes with cloud-based intelligent applications that work together seamlessly
  • Choose a company with extensive business and technology knowledge and who can provide valuable insight on how to best execute and use D365 to meet your organization’s specific needs
  • With a CRM solution that is hosted, upgraded, secured, and supported by Microsoft, you can streamline your CRM implementation and reduce your IT department’s workload, and results in lower IT costs and in-house maintenance efforts


White paper: Everything you Need to Know About the CRM Capabilities of Dynamics 365

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4 thoughts on “Understanding Microsoft Dynamics 365 Customer Engagement (CE)”

  1. Really helpful info! Yeah, One of the biggest payoffs of using Dynamics 365 Customer Engagement is having an organized, easy-to-access place to store data.

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