Modernize your CRM to deliver personalized experiences at scale
Deepen customer relationships and drive more sales with agentic CRM solutions in Dynamics 365.
OVERVIEW
Empower every seller, marketer, and service rep with AI
- Use unified data to deliver personalized experiences across sales, marketing, and service with Dynamics 365 CRM solutions.
- Free your team to focus on the work that matters most with AI agents that automate time-consuming work.
- Ensure your people and data are protected with a CRM solution that offers the highest levels of data privacy and security.
- Automate unique processes and improve overall efficiency with custom AI agents created with low-code tools in Microsoft Copilot Studio.
- Help your sales team exceed customer expectations and reach their goals with an AI-powered Microsoft CRM solution.
- Empower your sales team with in-the-moment recommendations and insights—like next-best actions and content suggestions—that help them prioritize the right lead and move deals forward faster.
- Free up time for sellers to focus on building relationships and closing deals with prebuilt AI agents that automate tasks like qualifying leads, scheduling meetings, and following up with prospects.
- Save your sales team hours of toil by using the customizable Sales Qualification Agent (preview) to autonomously research and prioritize leads based on data about your customers.
- Reduce manual work and speed up response times with AI agents that turn emails, chat, and calls into cases and assign them to the right rep. They can even manage follow-ups so nothing slips through the cracks.
- Save service reps time by using Copilot in Dynamics 365 Customer Service to help diagnose, troubleshoot, and draft customer responses.
- Provide seamless customer support on voice, digital, and social platforms with AI agents that handle routine inquiries and give reps real-time context, sentiment trends, and customer history.
- Reduce time spent on documentation and increase consistency across support teams with AI agents that generate, update, and flag knowledge articles based on resolved cases and emerging issues.
- Help supervisors proactively staff, make strategic shifts, and improve the quality of their coaching with real-time insights on conversation trends, agent performance, and traffic forecasts.
- Empower your marketers to quickly create personalized customer journeys across email, SMS, and ads using simple descriptions.
- Create loyalty by tailoring experiences to targeted audiences using insights from past interactions with Dynamics 365 Customer Insights.
- Enable your team to craft content tailored to specific audience segments in just a few clicks using Copilot in Dynamics 365 Customer Insights.
- Automate key customer touchpoints with AI that responds whenever a customer signals a need.
Deepen your connection to customers by unifying your data
Streamline sales with a comprehensive CRM solution
Save time, cut costs, and help your team stay focused on closing deals by consolidating key sales functions into one solution.
Make it easy for teams to work together
Empower teams to securely and compliantly share data and collaborate through a unified solution.
Support informed, data-backed decision-making at every level
Improve decision-making by providing data-driven insights to everyone by bringing together data from sales, marketing, and customer service.
Products
Explore products that enhance CRM
Dynamics 365 Sales
Help your sales team strengthen relationships with buyers and close more deals.
Dynamics 365 Customer Insights
Understand your customers and create truly personalized experiences.
Dynamics 365 Contact Center
Engage customers with AI-first self-service that continuously improves.
Dynamics 365 Customer Service
Empower service reps to resolve issues quickly using generative AI and automation.
Dynamics 365 Field Service
Deliver exceptional service and improve customer experiences.
CRM AI AGENTS (PREVIEW)
Build deeper relationships with an agentic CRM solution
Empower your reps to focus on building stronger relationships with agents that handle transactional tasks and repetitive work.
Explore the impact of AI on productivity
53% of leaders want productivity to increase—but 80% of the global workforce say they don’t have enough time to get their work done. AI can help close the gap.1
46%
of leaders use agents to automate workflows
78%
of leaders trust AI for high-stakes work
79%
of leaders believe AI will accelerate their careers
RESOURCES
Additional resources
E-book
AI + CX: Your guide to marketing, sales, and service transformation
Learn how to help your organization get the most out of AI in CRM solutions.
E-book
Leadership in the AI Era
Discover strategies and best practices for successfully adopting AI to drive revenue and boost efficiency.
Blog
AI in CRM and ERP systems: Trends, innovations, and best practices
Learn how to streamline operations and elevate customer experiences using AI-powered CRM systems.
Course
Free course: Microsoft Dynamics 365 Fundamentals
Understand how to streamline sales, personalize marketing, and boost service with Dynamics 365 CRM apps.
RESEARCH INSIGHTS
Recognition from top industry analysts
- Learn why Microsoft was named a Leader in the August 2024 Gartner® Magic Quadrant™ for Sales Force Automation Platforms.2
- Discover why Forrester named Microsoft a Leader in The Forrester Wave™: CRM, Q1 2025, recognizing its unified platform, AI capabilities, and extensive partner network.3
- Explore why Microsoft was named a Leader in the 2024 Gartner® Magic
Quadrant™ for B2B Marketing Automation Platforms.4 - Learn why Microsoft was named as a worldwide Leader in four IDC MarketScapes for Field Service Management and Service Life-Cycle.
- See why Microsoft was named a Leader in the 2024 Gartner® Magic Quadrant™ for CRM Customer Engagement Center.
CUSTOMER STORIES
Real customers, real results
Next Steps
Try for free
Get hands-on experience with Dynamics 365 business applications for 30 days.
Chat with Sales
Available M-F 6 AM to 3 PM PT.
Get answers from experts
Request additional guidance from the Dynamics 365 team.
- [2]
Gartner is a registered trademark and service mark and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Gartner, Magic Quadrant for Sales Force Automation Platforms, Adnan Zijadic, Guy Wood, Varun Agarwal, Steve Rietberg, 25 August 2024. - [3]The Forrester Wave™: Customer Relationship Management Software, Q1 2025, Kate Leggett, Linda Ivy-Rosser, Faith Born, March 24, 2025.
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here . - [4]Gartner, Magic Quadrant for B2B Marketing Automation Platforms, Rick LaFond, Jeff Cohen, Alan Antin, Upasna Chandna, Nicholas Mortensen, 23 September 2024.
Gartner is a registered trademark and service mark and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Follow Dynamics 365