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Customer Engagement
Guides, articles, certifications and recommended training for Customer Engagement.
What is Customer Engagement?
Customer Engagement is the part of Dynamics 365 that deals with customers: the CRM applications. It covers Sales for managing leads and opportunities, Customer Service for cases and support, Field Service for scheduling technicians, and Customer Insights for unifying customer data and planning outreach. For background on how Microsoft packages and licenses these products, see its Customer Engagement licensing update.
A brief history
Its roots are in Microsoft Dynamics CRM, first released in 2003. In 2016 the CRM applications were rebranded as part of Dynamics 365, and the product line has since been reorganised several times, so older documentation and job titles often use different names.
Who uses Customer Engagement?
Salespeople track deals and relationships. Support agents resolve cases, and dispatchers send field technicians to job sites. Marketing teams segment audiences and run campaigns, and managers rely on the dashboards. Administrators and consultants configure the system on top of Dataverse, the same data platform used by the Power Platform.
Who should learn Customer Engagement?
It fits functional consultants, business analysts and admins who work close to sales, service or marketing processes. Begin with the data model and security roles in Dataverse, then specialise in the application your organisation actually uses.
Certifications
- AB-210 Dynamics 365 Sales AI Consultant Associate
Design and configure AI-enhanced Dynamics 365 Sales solutions that use Copilot and agents across the lead-to-cash process.
- AB-250 Dynamics 365 Contact Center AI Engineer Associate
Design and implement AI-powered contact centre solutions with Dynamics 365 Contact Center, Copilot, and service-oriented autonomous agents.
- MB-230 Dynamics 365 Customer Service Functional Consultant Associate
Improve customer service operations with Microsoft Dynamics 365 Customer Service, including case management, queues, and automation.
- MB-240 Dynamics 365 Field Service Functional Consultant Associate
Configure Microsoft Dynamics 365 Field Service to manage work orders, scheduling, assets, and a mobile workforce.
This certification was retired by Microsoft on 30 June 2026 and is no longer available to new candidates.
- MB-280 Dynamics 365 Customer Experience Analyst Associate
Configure and extend Dynamics 365 Sales to support, automate, and accelerate the sales process.
This certification was retired by Microsoft on 31 July 2026 and is no longer available to new candidates.
Articles & guides
- Dynamics 365 + MCP Explained: Why Customer Service (and Sales) Agents Need Tool Access
What is Model Context Protocol in Dynamics 365, Customer Service MCP tools at GA, Sales MCP capabilities, and what to connect first in Copilot Studio.
- Sales Close Agent in Dynamics 365: Setup Guide (2026)
Microsoft's new Dynamics 365 Sales Close Agent works deals on its own. Learn the setup, prerequisites, security roles, costs and six mistakes to avoid.
- Dynamics 365 Customer Service Queues: What They Are and How Agents Use Them
What queues are in Dynamics 365 Customer Service, and how agents pick up, work, and release items so each case reaches the right person.
- Track work with Dynamics 365 Customer Service SLAs
How SLAs, KPIs, and timers work in Dynamics 365 Customer Service to hold cases to the response and resolution targets agents can see.
- Cases in Dynamics 365 Customer Service
How to create, track, and resolve cases in Dynamics 365 Customer Service, from first contact through resolution and case closure.
- How to Manage Opportunities in Dynamics 365 Sales
How to manage opportunities in Dynamics 365 Sales: pipeline stages, moving deals through the process, and closing opportunities as won or lost.
- Microsoft Certifications for Dynamics Applications: A Consultant's Guide
A consultant's guide to Microsoft Dynamics 365 certifications in 2026: which exams are live, which have retired, and how to match exams to consultant, developer, and architect roles.