CRM applications
Manage customer relationships and interactions
Sales, service cases, field visits, surveys and customer journeys.
Choose before you deploy
Dynamics 365 modules: which one fits your customer operations?
Sales, Customer Service, Field Service, Customer Voice and Customer Insights solve different problems. Start with the business process, then select the application.
A useful distinction
Dynamics 365 covers customer engagement and business operations
CRM applications organise customer-facing work. ERP applications manage finance, purchasing, inventory and operations. Some products connect both areas, so the boundary is useful for choosing a starting point rather than defining a rigid product catalogue.
ERP applications
Manage resources and operations
Finance, Supply Chain Management, Commerce and Business Central.
Decision guide
Start with the business problem, not the product name
One company may use several modules, but each user needs only the applications required for their role.
- 01
Our sales team loses deals because follow-up is inconsistent.
Dynamics 365 SalesLeads, opportunities, follow-ups and forecasting in one shared pipeline. - 02
Customers wait too long for an answer.
Customer ServiceCases, queues, SLAs and knowledge management. - 03
Field technicians still rely on paper reports.
Field ServiceWork orders, scheduling, mobile access and service history. - 04
We do not measure satisfaction after customer interactions.
Customer VoiceSurveys connected to contacts, cases and business events. - 05
We want journeys triggered by customer behaviour.
Customer InsightsUnified profiles and real-time journeys across multiple channels.
The modules in practice
Four scopes with four distinct responsibilities
Each summary stays concise. The detailed visuals show how all four modules organise daily work.
Module 01
Dynamics 365 Customer Service
Dynamics 365 Customer Service centralises requests, automates SLAs and gives agents the customer context required to resolve cases. Support becomes traceable from ticket creation to resolution within one Microsoft environment.
- Case management and queues
- Omnichannel routing and automated SLAs
- Knowledge management and Copilot assistance
Module 02
Dynamics 365 Field Service
Dynamics 365 Field Service connects work orders, resource scheduling and mobile technicians. Operations teams can follow resources, customer assets and field progress in an environment linked to the wider customer relationship.
- Intelligent field service scheduling
- Mobile application for technicians
- Preventive maintenance and asset management
Module 03
Dynamics 365 Customer Voice
Customer Voice creates surveys from business events such as a resolved case or completed visit. Responses stay connected to the relevant customer and interaction, so a score can trigger a measurable follow-up action.
- Event-triggered surveys
- Responses connected to customer context
- Alerts after critical feedback
Module 04
Dynamics 365 Customer Insights
Customer Insights – Data unifies profiles from several sources, while Customer Insights – Journeys, formerly Dynamics 365 Marketing, coordinates real-time journeys. Licensing is measured at tenant and capacity level rather than per user alone.
- Unified customer profiles
- Real-time journeys and segmentation
- Profile and interaction capacities
Base & Attach licensing
A second module does not always cost the full licence price
The principle is useful, but eligibility must be checked for each named user and product combination.
- 01
Base licence
The highest-priced eligible application generally becomes the named user’s base licence.
- 02
Attach licence
Some additional applications may be added around 19 € per user and month.
- 03
Separate capacities
Customer Insights and Customer Voice also use profile, interaction or response capacities.
| Application | Starting public price | Main model |
|---|---|---|
| Dynamics 365 Sales Professional | 56,30 € excl. VAT | Per user and month |
| Dynamics 365 Sales Enterprise | 91,00 € excl. VAT | Per user and month |
| Customer Service Professional | 43,30 € excl. VAT | Per user and month |
| Customer Service Enterprise | 91,00 € excl. VAT | Per user and month |
| Field Service | 91,00 € excl. VAT | Per user and month |
| Customer Insights | 1 473,00 € excl. VAT | Per tenant and month, with included capacities |
| Customer Voice | Depends on entitlements and capacity | Included responses or additional capacity |
Before any estimate, we check what each user actually needs.
Microsoft prices may change. Attach pricing, capacities and minimum purchases depend on the base product and applicable agreement.
FAQ
Questions to answer before choosing a module
Do we need to deploy every Dynamics 365 module at once?
No. Start with the first process to secure and the users involved. A focused scope reduces complexity, supports adoption and leaves room to add modules once the data foundation is controlled.
How are Customer Service and Field Service different?
Customer Service manages support cases, queues, SLAs and knowledge. Field Service manages on-site work orders, resource scheduling, mobile technicians and customer assets.
Is Customer Voice a standalone survey tool?
It can be used with Dynamics 365 to trigger surveys from business events and connect each response to the relevant customer context. Entitlements and included capacity depend on your licences.
Does Dynamics 365 Marketing still exist?
The application is now presented as Customer Insights – Journeys. It sits alongside Customer Insights – Data, which unifies profiles from several sources.
Is an attach licence around 19 € always available?
No. Base and attach pricing applies only to eligible combinations for the same named user. Eligibility must be checked before any estimate.
Your process before the licence
Identify the first module that will create measurable value
A 30-minute discussion to clarify users, the priority process, data and required integrations.