Customer Engagement guides

The Dynamics 365 CRM apps — Sales, Customer Service, Field Service, Project Operations, Customer Insights, HR — and the Dataverse platform they share.

123 guides · Last updated 2026-09-03

Customer Engagement is Microsoft's name for the CRM half of Dynamics 365: Sales, Customer Service, Field Service, Project Operations, Customer Insights (Journeys and Data), and the Contact Center product. All of them run natively on Microsoft Dataverse, which is why an account created in Sales is the same row a service agent, a field technician, and a marketing journey see — no integration required.

That shared platform is also why the largest sub-section here is Dataverse itself: the security model, plug-ins and the execution pipeline, business rules and workflows, alternate keys, virtual and elastic tables, the Web API, and the tooling ecosystem around XrmToolBox. Understanding Dataverse is what separates a configurator from an architect on these apps.

Start with the app overview for the process you run, then the Dataverse security model and data model fundamentals. The comparisons section covers Sales versus Salesforce, Customer Service versus Zendesk and ServiceNow, and Journeys versus HubSpot.

Start here

  1. 1What is Dynamics 365 Sales?Microsoft's CRM app for B2B sales teams — leads, opportunities, forecasting, and the Copilot for Sales experience.
  2. 2What is Dynamics 365 Customer Service?Microsoft's case management and omnichannel customer support platform — what it does, how it scales, and where Copilot fits.
  3. 3What is Dynamics 365 Field Service?Microsoft's field service management app — work orders, scheduling, mobile, connected assets, and the operations model behind a modern service business.
  4. 4What is Dynamics 365 Project Operations?Microsoft's project-based services app — opportunity to cash for professional-services firms, with resourcing, scheduling, time, expenses, billing.
  5. 5What is Microsoft Dataverse?Microsoft Dataverse is the relational data platform underneath Dynamics 365 CRM apps and Power Platform — what it is, why it's more than a database.
  6. 6The Dataverse security modelRoles, business units, teams, row sharing, and field-level security in Dataverse — the layers that protect data in Dynamics 365 CRM and Power Apps.
  7. 7Dataverse plug-ins explainedHow Dataverse plug-ins work — pipeline stages, sync vs async, registration, debugging, and when to use a plug-in vs a Power Automate flow.
  8. 8Customer Insights – Journeys explainedMicrosoft's marketing automation product — real-time journeys, segments, email, events, lead scoring, consent.
  9. 9SLA management in Customer ServiceHow SLAs work in Dynamics 365 Customer Service — KPIs, warning and failure thresholds, business calendars, and KPI roll-up reporting.
  10. 10Dynamics 365 Sales vs Salesforce Sales CloudDynamics 365 Sales vs Salesforce Sales Cloud: where each wins, where the differences are real, and how the decision usually gets made in practice.

All Customer Engagement guides

Sales →(16)

Customer Service →(16)

Field Service →(10)

Customer Insights / Marketing →(17)

Dataverse platform →(47)

Other sections