Increase the efficiency of your sales and marketing teams with Microsoft Dynamics 365 Customer Engagement.

In today’s competitive business landscape, it’s crucial to leverage data analysis, intelligent insights and streamlined campaign management. Microsoft Dynamics 365 Customer Engagement provides you with a comprehensive suite of tools to optimize your business processes and drive exceptional results.

Key capabilities with Microsoft Dynamics 365 Customer Engagement


Customer Service

Empower your professional services organization to respond swiftly to customer service issues. With the right Microsoft Dynamics CRM partners, your employees can deliver consistent and efficient customer care, ensuring customer satisfaction at every touchpoint.


Field Service

Keep your clients connected to your field agents seamlessly. Microsoft Dynamics 365 Field Service offers quick and transparent communication and tracking functionalities, allowing you to provide exceptional service while enhancing resource productivity.



Streamline your business development process with a comprehensive sales automation platform. Microsoft Dynamics 365 Sales manages your sales cycle end-to-end, enabling your sales teams to focus on the right opportunities at the right time, resulting in increased closed deals.



Take your marketing campaigns to the next level with Microsoft Dynamics 365 Marketing. This integrated platform empowers you to plan, execute and analyze your marketing efforts, enabling personalized and contextual content across multiple channels.


Customer Insights

Unlock the power of customer data with Microsoft Customer Insights, a scalable, unified and interactive Customer Data Platform (CDP). Gain valuable insights into your customers’ behaviors, preferences and experiences, allowing you to tailor your engagements for maximum impact.

Personalized customer service delivered faster

In today’s commoditized market, delivering a personalized customer experience is vital for gaining a competitive edge. Microsoft Dynamics Customer Engagement enhances every step of the service experience through five key capability sets:


Provide consistent customer service across multiple channels, ensuring a seamless experience regardless of how customers reach out to you.

Self-service and communities

Empower your customers to find answers to their questions independently through self-service options and vibrant online communities.

Agent enablement

Equip your customer service agents with powerful dashboards that allow them to personalize every interaction, making customers feel valued and understood.


Leverage the power of AI-driven insights to guide your agents in making the best decisions and resolving issues proactively.

Service intelligence

Gather valuable customer feedback through post-interaction surveys, enabling you to continuously improve your service offerings.

Turn service calls into a strategic advantage

Field service plays a critical role in driving customer satisfaction and building strong relationships. With Microsoft Dynamics 365 for Field Service, you can achieve exceptional first-time fix rates and optimize resource productivity:

Self-service request and proactive work order scheduling

Put your customers first by offering self-service options and proactive work order scheduling, ensuring their needs are met efficiently.

Productive field employees

Empower your field employees with the tools they need to provide prompt and satisfactory responses, enhancing customer satisfaction and loyalty.

Profitability optimization

Improve profitability by optimizing schedules and implementing remote troubleshooting capabilities, reducing downtime and maximizing resource utilization with the right Dynamics CRM Partner

Real-time updates

Provide real-time status updates for work orders, keeping both your field service employees and customers informed throughout the service process.


Extend the capabilities of Microsoft Dynamics 365 with Azure IoT Sensors, Power Apps and more, to meet the unique needs of your business.

Win, serve and retain customers with sales productivity tools

Empower your sales team with Microsoft Dynamics 365 for Sales, an integrated set of sales productivity tools that enables them to access customer data and more, anytime and anywhere:

Streamlined workflows

Streamline your sales cycles and shorten the time it takes to convert leads into sales, maximizing your team’s efficiency.

Customer-centric conversations

Facilitate meaningful and customer-centric conversations with tools that help your sales team build strong relationships with prospects and existing customers.

LinkedIn social selling

Leverage the power of social selling through LinkedIn integration, enabling your sales team to modernize relationship nurturing and expand their network.

Mobile apps

Stay productive on the go with Microsoft Dynamics 365 mobile apps that work seamlessly with or without connectivity, ensuring your team is always connected and up to date.

Communication and collaboration

Gain efficiencies in communication and collaboration by integrating Microsoft Dynamics 365 with Office 365, enhancing teamwork and driving results.

Smarter marketing to personalize every customer journey

In today’s digital era, delivering a personalized customer experience is paramount. Microsoft Dynamics 365 for Marketing by Adobe Marketing Cloud empowers marketers to create remarkable customer experiences:

Automated customer journeys

Build personalized and automated customer journeys using email marketing, ensuring that your customers receive targeted and relevant content throughout their journey.

Sales event planning and promotion

Plan and promote sales events seamlessly, driving engagement and generating leads for your business.

Interactive online forms

Create interactive online forms that capture valuable customer data, enabling you to gain insights and tailor your marketing efforts accordingly.

Lead scoring and handoff

Implement lead scoring mechanisms and seamlessly hand off qualified leads to your sales team at the right time, ensuring optimal conversion rates.

Collaboration and ROI measurement

Collaborate effectively with your sales team, measure marketing ROI and continuously refine your strategies based on data-driven insights.

Accelerate business gains with AI-powered customer insights

Unleash the power of artificial intelligence with Microsoft Customer Insights. This groundbreaking solution enables you to create holistic customer profiles, gather data from multiple sources and use AI capabilities to create personalized customer engagements:

All-encompassing customer profiles

Create comprehensive customer profiles by consolidating data from various internal and external sources, providing a holistic view of your customers.

Data gathering connectors

Utilize connectors to gather data seamlessly from multiple internal and external sources, ensuring that no valuable information is left untapped.

Power of AI

Leverage the power of artificial intelligence to derive meaningful insights from customer data, enabling personalized and relevant engagements.

Eliminating data silos

Break down data silos by integrating and consolidating data from various sources, ensuring a unified view of your customers across the organization.

With Microsoft Dynamics 365 Customer Engagement, you can elevate your sales, marketing and customer service efforts to new heights. Say goodbye to siloed systems and fragmented customer data and embrace a unified platform that empowers you to deliver exceptional customer experiences at every touchpoint. Partner with Intwo: the best Dynamics CRM partner, to leverage Microsoft Dynamics 365 customer engagement for your success.

Microsoft Dynamics 365 Customer Engagement features

Customer Engagement

  • Omni-channel support
  • AI-driven insights
  • Case management
  • Knowledge base
  • Support forums
  • Activity tracking
  • Chat bots
  • Self-service
  • Agent routing
  • Case dashboards

Field Service

  • Scheduling assistant
  • Role-based dashboards
  • Push notifications
  • Work order management
  • Offline mode
  • Self-service scheduling
  • Post service surveys
  • Mobile ready
  • Extend with PowerApps


  • Quotes and opportunities
  • Lead and contact management
  • Account management
  • Goal management
  • Pipeline analysis
  • Activity tracking
  • Configurable workflows
  • Playbook templates
  • Office 365 integration
  • Add LinkedIn


  • Email designer
  • A/B testing
  • Customer journey designer
  • Triggers and actions
  • Lead scoring
  • Interaction insights
  • Segment management
  • ROI dashboards
  • Web forms
  • Surveys
  • Office 365 integration

Customer Insights

  • Data Ingestion and Standardization
  • Profile Unification
  • Customer Journey Timeline
  • Data Enrichment with 1st¬†and 3rd¬†Party Data
  • Profile search and Discovery
  • Segments and Business Measures
  • Out of the box AI/ML Templates
  • Next best in action suggestions
  • Power Platform Connectors
  • Embedded Dynamics 365 Customer Card
  • Flexible Deployment models


With the help of data analysis, intelligent insights, and streamlined campaign management, Microsoft Dynamics 365 Customer Engagement makes it possible for professional services organizations to deliver consistent and efficient customer care, resulting in improved client relationships.

Microsoft Dynamics 365 Sales provides a comprehensive sales automation platform that manages the sales cycle holistically, allowing sales teams to focus on the right opportunities at the right time, leading to increased closed deals.

Microsoft Dynamics 365 for Sales provides sales teams with streamlined workflows, customer-centric conversation tools, LinkedIn social selling integration, mobile apps, and communication/collaboration with Office 365, empowering them to access customer data and drive sales productivity.

Microsoft Customer Insights allows the creation of comprehensive customer profiles, gathers data from various sources, and utilizes AI capabilities to derive meaningful insights. It eliminates data silos, providing a consolidated view of customers and enabling personalized and relevant engagements.

Microsoft Dynamics 365 Customer Engagement replaces siloed systems and fragmented customer data with a unified platform. It empowers businesses to deliver exceptional customer experiences at every touchpoint, leading to improved sales, marketing, and customer service outcomes.

Partnering with Intwo, a Dynamics CRM partner, businesses can gain expertise in implementing and utilizing Microsoft Dynamics 365 customer engagement, ensuring success in elevating sales, marketing, and customer service efforts.

Microsoft Dynamics 365 can be extended with Azure IoT Sensors and Power Apps, providing functionalities tailored to meet the unique needs of businesses, further enhancing their overall operations and customer engagements.

Essentials: This edition is designed for small businesses and includes basic CRM features such as lead management, contact management, and opportunity tracking.


Professional: This edition is designed for mid-sized businesses and includes additional features such as sales forecasting, marketing automation, and customer service.


Enterprise: This edition is designed for large businesses and includes all of the features of the Professional edition plus advanced features such as business intelligence and analytics.

Microsoft 365 Customer Engagement can be integrated with a variety of other applications, including:


Microsoft Office 365: Microsoft 365 Customer Engagement can be integrated with Microsoft Office 365 applications, such as Outlook, Excel, and PowerPoint.


Microsoft Power Platform: Microsoft 365 Customer Engagement can be integrated with Microsoft Power Platform applications, such as Power BI and Power Automate.


Microsoft Azure: Microsoft 365 Customer Engagement can be integrated with Microsoft Azure services, such as Azure Machine Learning and Azure Databricks.

Microsoft 365 Customer Engagement can be leveraged in a variety of ways, including:


Using the web-based administration console: You can use the web-based administration console to manage users, permissions, and settings.


Using the Power Platform: You can use the Power Platform to create custom reports, dashboards, and workflows.


Using the API: You can use the API to automate tasks and integrate Microsoft 365 Customer Engagement with other applications.


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