Dynamics 365 CRM

Dynamics 365 CRM: Sales, Service, Field, and Projects

Veratas delivers Dynamics 365 CRM across all four modules, Sales for pipeline management, Customer Service for case and omnichannel, Field Service for work order and scheduling, and Project Operations for project-based organisations. Our CRM practice integrates tightly with Dynamics 365 F&O, Power Platform, and Microsoft Fabric for a unified Microsoft business application footprint.

Schedule a discovery call
What we deliver

Dynamics 365 CRM services

Sales, Customer Service, Field Service, Project Operations, Dataverse architecture, and migration from Salesforce or legacy CRM, the full Dynamics 365 CRM service from a single partner.

01.

Dynamics 365 Sales

Pipeline management, forecasting, and guided selling

  • Sales process design: lead, opportunity, quote, and order lifecycle configuration
  • Sales forecasting: rollup columns, hierarchy forecasting, and premium forecasting models
  • Product catalogue, price lists, and CPQ configuration
  • Sales Accelerator: sequence design, worklist prioritisation, and activity intelligence
  • Sales Insights: relationship analytics, predictive lead scoring, and conversation intelligence
  • Territory management and sales team hierarchy configuration
  • Integration with Dynamics 365 F&O for order-to-cash and fulfilment

02.

Dynamics 365 Customer Service

Case management, omnichannel, and self-service

  • Case management: routing rules, SLA configuration, and escalation policies
  • Omnichannel for Customer Service: voice, live chat, email, Teams, and social channels
  • Knowledge base: article templates, search configuration, and agent suggestions
  • Customer Service Insights: topic clustering, CSAT analysis, and agent performance dashboards
  • Voice channel: Azure Communication Services integration and call recording
  • Self-service portal using Power Pages for customer case submission and knowledge base access

03.

Dynamics 365 Field Service

Scheduling, work orders, and mobile workforce management

  • Work order management: service tasks, incident types, and SLA configuration
  • Resource scheduling: Universal Resource Scheduling and optimised scheduling board
  • Schedule optimisation: automated route and time optimisation for field technicians
  • Field Service mobile app for iOS and Android with full offline capability
  • Customer asset management: asset hierarchy, service history, and warranty tracking
  • IoT integration: Connected Field Service with Azure IoT Hub for predictive maintenance
  • Billing integration: work order to invoice in Business Central or Dynamics 365 F&O

04.

Dynamics 365 Project Operations

Project-based selling, delivery, and billing

  • Project contract and project quote configuration for professional services organisations
  • Project scheduling: work breakdown structure, resource assignments, and effort tracking
  • Time and expense: mobile timesheet submission and multi-level approval workflows
  • Project billing: milestone, time and material, and fixed-price billing models
  • Resource management: bookable resources, skills, and utilisation tracking dashboards
  • Project analytics in Power BI: profitability, utilisation, and delivery performance

05.

Dataverse, integration & CRM migration

Technical foundation and migration from legacy CRM

  • Dataverse data model design: custom tables, relationships, and business rule configuration
  • Dual-write: real-time sync between Dynamics CRM and Dynamics 365 F&O
  • Power Automate integration: event-driven flows connecting CRM to Azure and third-party SaaS
  • Azure API Management: secure API layer for external system integration
  • Migration from Salesforce: data model mapping, data migration, and user training
  • Migration from on-premises Dynamics CRM to Dynamics 365 online
Fixed-fee implementation

Dynamics 365 CRM, live in weeks, from $6,000

A fixed-scope, fixed-fee setup of Sales or Customer Service on Microsoft best practice. You see exactly what the price covers, and a fair quote for anything more.

Fixed fee from $6,000   |   Live in 4 to 6 weeks   |   Price shown up front

Get your fixed quote
What $6,000 covers

A complete Dynamics 365 CRM, ready to use

Everything one team needs to run Sales or Customer Service from day one.

  • One app: Sales or Customer Service, standard configuration
  • Up to 10 users with standard security roles
  • Core records: accounts, contacts, leads, opportunities or cases
  • Standard dashboards, views and charts
  • Master data import from templates: accounts, contacts, leads
  • Standard Outlook and Teams integration
  • Standard email templates and one business process flow
  • Train-the-trainer enablement
  • Go-live cutover plus a short hypercare window

Licensing is separate. The $6,000 covers implementation services; Dynamics 365 licences are billed per user per month through Microsoft CSP, and we recommend the right plan and user mix as part of your quote.

No surprises

What is in the $6,000, and what we quote separately

Anything beyond the standard package is optional, and always quoted before you commit.

In your $6,000Beyond the package, quoted at a fair rate
One app: Sales or Customer ServiceMultiple apps: Sales, Service, Field, Project Operations
Standard configuration and dashboardsCustom entities, business rules, custom Power Automate flows
Up to 10 users, standard rolesLarge user and security-role matrices
Master data from templatesMigration from Salesforce or another CRM
Standard Outlook and TeamsIntegrations: ERP, marketing, telephony, ISV solutions
Standard reports and viewsCustom reports, Power BI, Power Pages portals

You pay $6,000 for the standard setup. Everything else is optional, scoped and quoted transparently at a reasonable rate, and always shown before you decide.

Why Veratas for D365 CRM

What makes our Dynamics 365 CRM delivery different

Veratas delivers Dynamics 365 CRM as a connected platform, Sales, Service, Field Service, Project Operations, and Customer Insights, under one engagement aligned to your customer lifecycle.

Full Dynamics 365 CRM family

Most CRM partners specialise in Sales, we deliver across the whole family: Sales, Customer Service, Field Service, Marketing (Customer Insights, Journeys), Project Operations, and Customer Insights, Data. Integrated CRM platform, not five disconnected products.

Salesforce migration playbooks

Documented Salesforce-to-Dynamics 365 CRM migration playbooks. Data migration (Accounts, Contacts, Opportunities, Cases, custom objects). Custom object schema conversion. Apex code re-platforming to Power Platform. User training and parallel-run validation. Typical migration 12-20 weeks.

Industry-specific configurations

Manufacturing, professional services, financial services, healthcare, and field service industries have distinct CRM patterns. We bring pre-configured industry accelerators rather than starting from blank Dynamics 365 environments every time.

Microsoft Copilot for Sales / Service / Field

Dynamics 365 Copilot deployed across Sales (opportunity coaching, email drafting), Customer Service (case summarisation, agent assist), and Field Service (technician guidance). Power Platform Copilot Studio agents for custom workflows.

Module comparison

Dynamics 365 CRM module overview

The Dynamics 365 CRM family spans seven distinct modules. Most enterprises start with Sales or Customer Service, then expand. Pricing is monthly per user (or per tenant for Customer Insights), US public list, annual commitment.

Module
What it does
Primary user
$ / user / mo
Sales
Account/contact/opportunity management, forecasting, sales accelerator, embedded intelligence, sales playbooks
Sales reps, sales managers, sales operations
$95 (Enterprise) · $65 (Pro)
Customer Service
Case management, knowledge base, SLAs, queues, customer hub
Service desk agents, supervisors
$95 (Enterprise) · $50 (Pro)
Customer Service, Omnichannel
Live chat, voice, SMS, social, persistent conversations, AI routing
Omnichannel-enabled service teams
$115 (add-on to Enterprise)
Field Service
Resource scheduling, mobile technician app, asset management, dispatcher tools
Field technicians, dispatchers, service operations
$95 (Enterprise) · $65 (Contractor)
Project Operations
Project accounting, resource scheduling, expense capture, project billing, time and materials
Professional services delivery, agencies
$120 (Operations) · $30 (Resource/Time)
Customer Insights, Journeys
Real-time customer journey orchestration, marketing automation, customer segmentation
Marketing teams, lifecycle marketers
$1,500/tenant/mo + per contact
Customer Insights, Data
Customer data platform (CDP), unified customer profile across systems
Marketing operations, analytics
$1,500/tenant/mo + per profile
Salesforce migration

Typical Salesforce to Dynamics 365 CRM migration

Migration from Salesforce to Dynamics 365 typically runs 12-20 weeks for sales-focused estates and 16-28 weeks for full sales + service. Custom Apex-heavy environments extend longer.

01

Discovery

Salesforce schema audit (standard + custom objects, fields). Apex code inventory. Workflow / Process Builder / Flow inventory. User and profile inventory. Integration inventory. Output: Salesforce-to-Dynamics 365 mapping document with effort estimate.

02

Design

Dynamics 365 CRM environment design, security roles, business units, sitemap, dashboards. Power Platform replacements for Apex (Power Automate Flows, Power Apps). Custom entity (Dataverse table) design. Integration design (Power Platform connectors, Logic Apps, custom).

03

Build

Configuration in Dynamics 365 environments (Dev → UAT → Production). Power Automate flows replacing Salesforce automations. Power Apps replacing custom Lightning components. Dataverse custom tables. Microsoft Entra ID app registration. Integration build.

04

Data migration

ETL pipeline build, typically using KingswaySoft, Scribe Insight, or Azure Data Factory. Test loads to UAT. Defect remediation. Parallel-run period where both Salesforce and Dynamics receive updates. Final cutover with planned downtime window.

05

Train & go-live

User training (live and on-demand video). Champion network. Sales/service playbook documentation. Microsoft Copilot for Sales setup. Hypercare period (30 days).

Industries

Dynamics 365 CRM industry implementations

Each industry has unique CRM patterns. Veratas brings industry accelerators rather than implementing every Dynamics 365 environment from a blank starting point.

Manufacturing

Dynamics 365 Sales with quote-to-cash integration to Business Central or F&O. Field Service for installation and warranty. Customer Insights, Journeys for distributor marketing.

Professional services

Project Operations for project accounting and resource scheduling. Integration with Microsoft 365 (Teams, SharePoint) for collaboration. Sales for new business pipeline.

Financial services

Wealth management workspace. Conversation analytics for compliance recording. Microsoft Sentinel integration for fraud detection. Audit-ready workflows.

Healthcare

Patient relationship management (Microsoft Cloud for Healthcare). Patient engagement via Customer Service Omnichannel. HIPAA-compliant tenancy with appropriate sensitivity labels.

Field service-heavy industries

Field Service for equipment maintenance, asset management, predictive maintenance via IoT integration. Connected Field Service. Microsoft HoloLens guides for technicians.

Non-profit

Microsoft Cloud for Nonprofit. Constituent relationship management. Donor management. Grant management. Mission delivery dashboards.

FAQ

Dynamics 365 CRM questions answered

Module selection, pricing, Salesforce migration, and integration questions clients ask before committing.

Sales: pipeline, forecasting, opportunity management, for sales reps. Customer Service: case management, knowledge, customer support, for service desk agents. Field Service: technician dispatching, asset management, mobile app for on-site work, for field technicians. Project Operations: project accounting, resource scheduling, billing, for professional services delivery. They share the underlying Dataverse platform and can be deployed together.
A standard, fixed-scope setup (one app, core records, up to 10 users) starts from $6,000. Per user per month, annual commitment. Sales Enterprise $95/user/mo, Customer Service Enterprise $95, Field Service Enterprise $95, Project Operations $120. 'Attached' pricing, adding a second/third module discounts to $20 each for the same user. Customer Insights (CDP and Journeys) priced per-tenant + per-record.
Yes. Typical Salesforce-to-Dynamics 365 migration runs 12-20 weeks for sales estates, 16-28 weeks for sales + service. Includes data migration (standard + custom objects), Apex re-platform to Power Platform (Flows + Power Apps), user training, parallel-run validation, and Salesforce decommissioning. Microsoft Entra ID SSO migration handled in parallel.
Lead and opportunity processes. Account/contact data structure. Sales pipeline stages. Forecasting. Email integration with Outlook (Dynamics 365 App for Outlook). Sales accelerator (sequences for cadence). Sales playbooks. Microsoft Copilot for Sales activation. Power BI dashboards. Reports. User training. Typically 12-16 weeks.
Standard implementation: 8-14 weeks. Includes channel setup (chat, voice, SMS, social), routing rules, queue setup, agent workspaces, supervisor dashboards, integration with knowledge base, AI-powered routing setup, and SLA configuration. Voice channel adds 2-4 weeks if integrating with existing carrier.
Microsoft Field Service is industry-agnostic but commonly deployed in: utilities (line maintenance, meter management), telecom (network technician dispatching), HVAC and home services, medical devices and clinical equipment, manufacturing equipment service, and facilities management. We bring industry accelerators for several of these.
Native integration via Dataverse integration with Finance & Operations, Customers and contacts sync, sales orders flow Sales → F&O, invoices flow back. Microsoft maintains the connector under Dataverse / Common Data Service. Direct integration without third-party iPaaS.
Dynamics 365: structured business applications (Sales, Service, etc.) with rich CRM/ERP functionality. Power Pages (formerly Power Apps Portals): low-code external-facing websites/portals that surface Dataverse data to authenticated users, partner portals, customer self-service portals, citizen portals. Often combined: Power Pages portal for customer self-service backed by Dynamics 365 Customer Service for agent-handled escalations.
Yes. Three options: (1) Native Teams Phone via Microsoft Digital Contact Center Platform; (2) Third-party Channel Integration Framework partners (Nice CXone, Genesys, Five9, RingCentral, AudioCodes); (3) Direct SIP integration via Microsoft Calling Plan + Customer Service Voice channel. Choice depends on existing carrier and integration depth required.
Microsoft Copilot in Dynamics 365 Sales (opportunity coaching, email drafting, account research), Customer Service (case summarisation, knowledge article drafting, agent assist), Field Service (technician guidance, customer communication), Project Operations (status updates, resource recommendations). Plus separate Microsoft Copilot for Sales / Service products that work across CRM platforms (Dynamics + Salesforce).
One app (Sales or Customer Service) on standard configuration: accounts, contacts, leads, opportunities or cases, standard dashboards and views, master data from templates, standard Outlook and Teams integration, one business process flow, up to 10 users with standard roles, train-the-trainer, and go-live with hypercare. Typically live in 4 to 6 weeks.
Additional apps (Field Service, Project Operations), custom entities and business rules, Power Automate flows, integrations (ERP, marketing, telephony), Salesforce or legacy CRM migration, custom reports, Power BI, and Power Pages portals sit outside the standard package. We scope and quote each transparently before any work starts.
Get started

Ready to implement Dynamics 365 CRM?

Sales, Customer Service, Field Service, and Project Operations, Dynamics 365 CRM delivered by Veratas.

Schedule a discovery call