In our recent article, Elevating the Customer Experience with Microsoft Dynamics 365 Customer Engagement, we spoke about creating the ideal customer experience. With Dynamics 365, Microsoft builds the “relationship” in CRM.

To recall, Microsoft Dynamics 365 Customer Engagement (CE) is a leading cloud-based customer relationship management (CRM) business solution that can help you drive sales productivity and improve the value of your marketing efforts through social insights, business intelligence, and campaign management.

Included Applications

  • Microsoft Dynamics 365 for Sales
  • Microsoft Dynamics 365 for Customer Service
  • Microsoft Dynamics 365 for Project Service Automation
  • Microsoft Dynamics 365 for Field Service
  • Microsoft Social Engagement
  • Microsoft PowerApps

So let’s talk about Microsoft Dynamics 365 for Sales. It’s a complete solution that provides an intuitive blend that can help your salespeople focus on what is important. Microsoft Dynamics 365 Sales provides a familiar, instinctive solution for your sales team that includes Dynamics 365 CRM for Outlook, embedded OneNote, and tightly integrates with the Office 365 suite to increase productivity by easing your team into products they are familiar with, instead of them learning a whole new way of doing things they will have a precise picture of sales immediately.

With the Dynamics 365 Sales application, you help the sales and marketing teams stay organized. This means understanding where your team is in the sales process and know who is working on each opportunity while checking each opportunity through the sales funnel.

Also, the Relationship Assistant is an exclusive AI feature with built-in intelligence allowing you to focus on what matters most by creating action cards to keep your sales moving through your pipeline, creating a healthy relationship with your customer, and thus allows you to emphasize what matters the most. Dynamics 365 leverages AI and mixed reality to help your sales team derive more detailed intelligence and insights helping to identify which leads are ready to be handed off or which customers that need follow-up.

The benefit is to precisely understand where your opportunities are in the pipeline by tracking lead-related data. This will bring to your attention any slowdowns, blockages, or when your team wins major opportunities. An insight into the behavior throughout the sales process will help uncover your opportunities’ processes and let you know what is working and what is not.

Additionally, Dynamics has a plethora of additions that can help your sales team and spice things up, such as:

  • Teams
  • Guides with Mixed Reality
  • Product Visualize Hub
  • Insights

Let us look at this deeper into some of those additional pieces of Dynamics 365 Sales.


Dynamics 365 users will now have Teams chat, meetings, calling, and records embedded directly in the Sales and Customer Service Dynamics 365 as of March 2021. This is the best way to collaborate with your sales and service teams and have one easy-to-use location and improve the relationship with a more real-time experience. Integrating Teams into marketing, sales, customer service, field service along commerce solutions substantially increases the user experience.

Teams primarily compete with the similar service Slack, offering workspace chat and videoconferencing file storage, and application integration. Microsoft Teams will now make sure you can see people with videos more frequently. A new video-only meeting stage is now available within Teams that prioritizes your video-only participants.

Dynamics 365 Guides

Dynamics uses a very exciting mixed-reality program for Microsoft HoloLens that helps the user learn during the flow of work by providing them holographic instructions. They are visually tethered to the location of the work that needs to be done with images, videos, and 3D holographic models. The user will see step-by-step instructions to get the job done faster with fewer errors. Also, this will allow you to import any of your 3D models into the applications.

Dynamics 365 Product Visualize Hub

Microsoft Dynamics 365 helps organize and manage even the most complex product catalog to support your customers in customer commitment situations.

This is where you can create a visual view of your products, adding models to the products you have created, and creating mixed-reality sessions. This can help your customers see in a 3D model your product and even demos. Salespeople can view their mixed-reality sessions directly from the Dynamics 365 Product Visualize iOS app via the Dynamics 365 Product Visualize Hub interface.


Relationship Insights is a new feature in Dynamics 365 Sales that affects information in Outlook thus providing you understandings about your customer relationships. And with Microsoft Flow, you create and automate custom workflows running across Azure, Outlook, and Dynamics 365. For example, your support staff could classify a rule that performs a reaction analysis on the information of each new email in their Outlook inbox. If an email has a negative connotation, it will automatically generate a case in Dynamics 365 CRM CE.

Stocked with many cutting-edge business tools, Dynamics 365 Sales CE makes it an enticing option for those who want to use a single digital platform for all their CRM needs.

The ultimate goal of Microsoft 365 Sales is to bring your sales team into harmony with your customer to deliver a meaningful and valuable experience. Doing so requires an interwoven network of operations and dedicated procedures — Dynamics 365 CE acts as the connective tissue combining those practices to fulfill customer needs and your team’s goals.

If you are looking to ramp up your customer engagement, reach out to the experts at XTIVIA. As a Certified Gold Microsoft Partner, our team has innovated CRM and engagement strategies for countless organizations, spanning multiple industries and company sizes, with XTIVIA’s Microsoft implementation approach. If you are ready to ignite your Dynamics 365 CE journey, feel free to contact us today.

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