MICROSOFT PRODUCT CAPABILITIES
Choose the applications for your customer work.
Customer Engagement describes a portfolio of Dynamics 365 applications. Each application handles a different part of the relationship, from the first enquiry to a service visit. Shared customer records and connected processes help teams carry the context forward.
Dynamics 365 Sales
Manage accounts, contacts, leads, opportunities, and the sales pipeline. Match the Sales edition to the guidance and intelligence your sellers need.
Explore Dynamics 365 Sales
Customer Insights
Unify customer profiles with Customer Insights - Data and orchestrate real-time engagement with Customer Insights - Journeys.
Explore Customer Insights
Customer Service and Field Service
Handle cases and knowledge in Customer Service. Plan work orders, technician schedules, and on-site delivery in Field Service.
Project Operations
Connect project selling, resource planning, delivery, and billing preparation, with a deployment model suited to your financial system.
Explore Project Operations
A connected portfolio, with separate product choices
Customer Engagement is a useful portfolio heading, not one licence that includes every application. Select apps, user roles, channels, and capacity around the work each team performs.
Put it to work with Braintree.
Braintree designs the customer data model, connects the selected applications and your ERP, and builds the workflows that keep ownership clear between teams.
Microsoft product guidance
A service case, with context at every handover.
01
Capture the enquiry and create a case
02
Route to the team with the right skills and capacity
03
Resolve using customer history and knowledge resources
04
Record the resolution and review service trends
Work inside the Microsoft tools your team already uses.
Connect sales activities with Outlook and Teams, and use Power BI for reporting. Configuration, permissions and adoption support belong in the project scope; familiarity with Microsoft tools does not remove the need to train users.
PROJECT CONTEXT
Start with the customer journey.
Map how enquiries, opportunities, service cases or field jobs move today. Decide which application owns each stage, what data must follow the customer and who can access it. Then configure the workflows and reporting for the teams using them.
01
Choose an application around the work being handed over
Customer Engagement is a way to organise related Dynamics 365 applications around customer-facing work. A sales pipeline, service desk, field workforce and project team have different operating records. The product-family decision should identify which application owns the work and what information needs to pass to the next team.
Sales can establish the opportunity process; Customer Service can manage cases and service knowledge. Field Service addresses scheduled work and assets, while Project Operations connects project delivery with commercial and financial requirements. Customer Insights adds customer-data and journey capabilities. These applications should be selected for a defined journey rather than purchased as an undifferentiated CRM bundle.
02
Resolve the customer identity before connecting more channels
Identify the authoritative account and contact records, the identifiers used by finance and operational systems, and the rules for duplicates or related companies. A shared interface is only useful when people can trust which customer, contract or transaction it represents.
Marketing also needs an explicit consent design. Microsoft documents contact-point consent and configurable purposes in Customer Insights - Journeys. Those controls support the organisation’s communication rules; they do not decide the rules for it. The customer’s information and marketing owners should agree how preferences are collected, updated and applied across connected systems.
03
Measure a complete customer journey
Choose a sequence such as an enquiry becoming an opportunity, then an accepted order and a service interaction. Record the expected handoffs, required data and the person accountable at each stage. This can expose integration needs that would remain hidden in a sales-only demonstration.
The implementation scope should distinguish application configuration, imported history, channel setup, reporting and adoption. Test the exceptional cases too: an incorrect customer match, a reassigned record or an interface that fails. Agree which team resolves those issues after launch and how changes to a shared customer record are controlled.
04
Find the application boundary that matches the problem
Requirement
What to examine
Decision to make
Sales consistency
Opportunity stages, follow-up activity and pipeline definitions.
The sales process and records that need standardisation.
Service delivery
Cases, field jobs, assets, projects and escalation.
Which application owns each service activity and its handoffs.
Customer insight and journeys
Source matching, segments, communication preferences and channels.
The data and governance prerequisites for the intended interaction.
EVIDENCE & DOCUMENTATION
See the work in context.
BEFORE YOU DECIDE
