Looking for reliable information about Microsoft Dynamics 365 Customer Engagement? This complete FAQ guide answers the 15 most essential questions about Dynamics 365 CE implementation, costs, functionalities, and integrations. Ideal for business leaders, IT managers, and CRM specialists who want to make the right choice.

Microsoft Dynamics 365 Customer Engagement is central to the digital transformation of modern businesses. As a market-leading CRM platform, Dynamics 365 CE combines powerful sales, marketing, and customer service applications in one integrated solution.

However, for organizations considering switching to Microsoft Dynamics 365 CE, crucial questions often arise about implementation, total cost of ownership, and the best approach for their specific business situation. This comprehensive Dynamics 365 CE FAQ section provides concrete answers to the most common questions we receive from prospects and customers.

From basic questions about 'what exactly is Dynamics 365 CE' to advanced topics like security, API integrations, and mobile access - every question is answered from years of practical experience with Microsoft Dynamics 365 Customer Engagement implementations.

Microsoft Dynamics 365 Customer Engagement (CE) is a cloud-native CRM platform that helps businesses optimize their complete customer journey. This Dynamics 365 CE suite contains four core modules: Sales for sales processes, Marketing for campaign management and lead nurturing, Customer Service for helpdesk and case management, and Field Service for mobile work orders and maintenance.

The biggest advantage of Dynamics 365 CE is the seamless integration with Microsoft 365, allowing users to continue using their familiar Outlook, Teams and SharePoint environment while benefiting from advanced CRM functionalities and AI-driven insights.

Microsoft Dynamics 365 CE offers out-of-the-box integration with the complete Microsoft stack. Where other CRM systems often require expensive third-party connectors, Dynamics 365 CE works natively with Microsoft 365, Power Platform, and Azure services.

Dynamics 365 Customer Engagement also distinguishes itself through its flexible licensing model - organizations can start with specific modules like Dynamics 365 Sales only, and later expand to the full CE suite without major re-implementations.

Microsoft Dynamics 365 CE pricing varies per module and user. For 2025, the following guideline prices apply

Team Member licenses for limited access start from €8 per user/month. For exact Microsoft Dynamics 365 CE pricing, it is recommended to contact our advisors for a personalized quote.

The implementation duration of Microsoft Dynamics 365 Customer Engagement depends on various factors:

Een goed Dynamics 365 CE project begint altijd met een discovery fase om realistische timelines en budgetten vast te stellen. 

Microsoft Dynamics 365 Customer Engagement excels in integration thanks to its Microsoft ecosystem. Standard connections include: 

Popular Dynamics 365 CE integrations are for instance Exact Online, AFAS, and various telephone solutions like Microsoft Teams Phone. 

Absolutely. Microsoft has specifically designed Dynamics 365 Customer Engagement to be scalable. Small businesses can start with, for example, only Dynamics 365 Sales Professional for their sales team, and later expand to Customer Service or Marketing modules.

Many small and medium sized companies start with 5-15 Dynamics 365 CE users and grow organically with the development of their company. 

Microsoft Dynamics 365 CE meets the highest security standards and compliance requirements. Important security features include:

Microsoft invests more than $1 billion annually in cybersecurity and has a 99.9% uptime SLA for Dynamics 365 Customer Engagement services.

Microsoft and AppReef offer extensive Dynamics 365 Customer Engagement training via: 

Most organisations combine online Microsoft Learn modules with practical AppReef training for optimal user adoption of their Dynamics 365 CE omgeving. 

Microsoft Dynamics 365 Customer Engagement offers extensive customization possibilities without programming knowledge:

The strength of Dynamics 365 CE lies in the fact that 80% of customizations are possible without traditional programming, which saves costs and increases flexibility.

Microsoft integrates advanced AI-technologies in Dynamics 365 CE via different modules: 

These AI capabilities are automatically updated by Microsoft without additional costs for Dynamics 365 Customer Engagement users.

Microsoft offers native mobile apps for Dynamics 365 Customer Engagement on iOS and Android: 

The Dynamics 365 CE mobile apps automatically synchronize with the cloud when connectivity is available, ensuring field workers always have access to current information.

Organizations can migrate to Dynamics 365 CE in various ways, depending on their current situation:

AppReef can determine the optimal migration path and minimise risks. 

Microsoft Dynamics 365 Customer Engagement contains powerful business intelligence features: 

The combination of Dynamics 365 Customer Engagement data and Power BI offers unparalleled insights into customer behaviour and business performance.

Microsoft Dynamics 365 Customer Engagement distinguishes itself in various areas:

For Dutch businesses, Dynamics 365 CE offers the advantage of local data center compliance combined with world-class functionality.

Microsoft maintains transparent data retention policies for Dynamics 365 Customer Engagement:

It is strongly recommended to create a complete data backup via a certified Dynamics 365 CE partner before subscription termination.

Hopefully this comprehensive Dynamics 365 CE FAQ has provided you with all the information needed to make an informed decision about Microsoft Dynamics 365 Customer Engagement for your organization. From implementation planning to ongoing support - every aspect of your CRM journey deserves professional guidance.

Contact our certified Microsoft Dynamics 365 CE consultants today for a non-binding intake conversation. Discover how Customer Engagement can transform your sales performance, marketing ROI and customer satisfaction.