Dynamics 365 Customer Engagement (CE)
Unify customer interactions, streamline processes, and gain complete visibility across the customer lifecycle
Limited Visibility
Customer data and interactions are spread across systems, making it difficult to get a complete view and act with confidence.
Inconsistent Processes
Sales and service teams operate differently, leading to inefficiencies and inconsistent customer experience.
Data and Integration Gaps
Disconnected systems create reporting gaps, duplicate data, and limit alignment across the business.
Why Microsoft Dynamics 365 Customer Engagement
Dynamics 365 Customer Engagement (CE) brings together sales, service, and customer data into a connected set of applications designed to support the full customer lifecycle.
It enables organizations to standardize processes, improve visibility across interactions, and connect customer engagement with broader business operations. By aligning data, workflows, and applications, Dynamics 365 helps teams respond faster, make informed decisions, and deliver consistent experiences across every touchpoint.
Dynamics 365 Customer Engagement Applications
Dynamics 365 Customer Engagement includes applications that support different stages of the customer lifecycle while working together as a connected platform.
Sales
Manage leads, opportunities, and customer relationships with improved pipeline visibility and forecasting.
Customer Service
Deliver consistent support experiences through structured case management, SLA tracking, and complete customer context.
Field Service
Manage field operations with scheduling, work orders, and real time updates to improve service efficiency. → Learn more
Project Operations
Plan, manage, and deliver projects with visibility into resources, timelines, and financials.
Customer Insights
Unify customer data to enable segmentation, analytics, and more targeted engagement.
Customer Engagement Services and Business Fit
Once the right Customer Engagement capabilities are defined, the focus shifts to implementation, integration, and continuous improvement. Dynamics 365 applications deliver the most value when connected to finance, operations, and other business systems, providing a complete view of customers and performance.
LevelShift approaches Customer Engagement services as a lifecycle, ensuring solutions are implemented, adopted, and continuously improved as business needs evolve.
Implementation
Align Dynamics 365 applications with business workflows, customer engagement processes, and operational requirements.
Upgrade
Enhance existing Dynamics 365 environments or transition from legacy CRM systems to improve usability and alignment.
Migration
Transition from legacy CRM or platforms such as Salesforce to Dynamics 365 with a structured approach ensuring continuity.
Dynamics 365 Copilot QuickStart
AI is becoming a core part of customer engagement across sales and service. The challenge is applying it in a way that delivers measurable value within everyday workflows.
LevelShift’s Dynamics 365 Copilot QuickStart is a structured package designed to enable practical adoption of Copilot within Dynamics 365 applications, aligned with real business use cases.
What This Enables
Faster access to customer insights across interactions
Automated summaries of activities and engagement history
Improved decision making with contextual recommendations
Reduced manual effort across sales and service processes
Vendor Onboarding Add on
The Vendor Onboarding Add on extends Dynamics 365 to streamline vendor registration, approvals, and tracking through structured workflows, improving efficiency and data consistency.
Our Approach
LevelShift follows a structured approach to ensure Customer Engagement success from strategy through continuous improvement.
Understand
Assess business goals, customer journeys, and current systems to define clear objectives.
Design
Define workflows, data models, and engagement processes aligned with business needs.
Configure and Connect
Configure Dynamics 365 applications and integrate with ERP and business systems to ensure seamless data flow.
Deploy and Enable
Support rollout, validation, and user adoption across teams.
Optimize
Continuously refine the system based on insights, performance, and evolving requirements.
Why LevelShift
Business aligned design focused on real customer engagement processes
Strong understanding of Dynamics 365 applications and ERP environments
Structured lifecycle approach across implementation and improvement
Practical integration strategy across systems and data
Focus on usability and adoption
Measured approach to Copilot aligned to real use cases
FAQs
Start Your Customer Engagement Journey
Evaluate, implement, or upgrade your Dynamics 365 Customer Engagement environment with a structured approach aligned to your business.
Schedule a Consultation