Dynamics 365 for Customer Service
"Microsoft Dynamics 365 for Sales empowers
sellers with the insights, guidance, and tools to drive
personal engagement with customers.
Integration with Office 365 and LinkedIn enables Microsoft to empower sellers."
- Lead and Opportunity Management
- Reporting and analysis – inbuilt dashboards, advanced analytics
- Relationship Insights features for sales productivi
- Mobile App
- Marketing Lists & Sales Campaigns
- Competitors, Sales Goals & Territory Management
- Products, Price Lists, Quotes, Orders, Invoices
- Gamification – Sales Contests
- Create Apps and Workflows with low or no cod
- Case management
- Sell smarter, move deals forward with embedded intelligence and guidance
- Better relationship management when combining with LinkedIn Sales Navigator
- Increase sales productivity with seamlessly connected business data
- Accelerate sales performance
- Onboard and motivate sellers
£10 per licence
- Education pricing available
|Software add-on or extension||No|
|Cloud deployment model||Public cloud|
|Service constraints||Full details of the Microsoft Dynamics 365 service can be found here - https://www.microsoft.com/en-gb/download/details.aspx?id=30185 and https://docs.microsoft.com/en-gb/dynamics365/#pivot=main&panel=apps|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
"P1: Critical - Response Time: 2hr
P2: Major - Response Time: 4hr
P3: Important - Response Time: 8hr
P4: Minor - Response Time: Varies on request
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 AA or EN 301 549|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||WCAG 2.1 AA or EN 301 549|
|Web chat accessibility testing||Chat window provided by 3rd party "liveperson" subject to their accessibility|
|Onsite support||Yes, at extra cost|
|Support levels||Technical support options come in various costs and benefits, depending on the needs of the customer. Further details regarding the support plans can be found here - http://www.microsoft.com/en-us/dynamics365/support|
|Support available to third parties||No|
Onboarding and offboarding
"Microsoft Dynamics 365 makes available comprehensive guidance, help, training and troubleshooting materials as part of the Microsoft Dynamics 365 Service. Within the Administration Portal, there are links to many of the resources available, including:
Help articles for users and administrators who need to manage Microsoft Dynamics 365.
Community forums/wikis where help articles and white papers are published
Service Health dashboard for information regarding outages/issues. Microsoft offers a range of services to organisations, eg FastTrack to aid onboarding to the service, and the Dynamics Learning Portal to help partners and organisations optimise the use of the service."
|Other documentation formats||
|End-of-contract data extraction||At any point user can export data from Microsoft Dynamics 365. This use the Software Development Kit (SDK), manually export data using the data export functionally.|
"No more than 180 days after expiration or termination of Customer’s use of an Online Service, Microsoft will disable the account and delete Customer Data from the account.
Transfer of Customer Data. Unless Customer has opted out of the Standard Contractual Clauses, all transfers of Customer Data out of the European Union, European Economic Area, and Switzerland shall be governed by the Standard Contractual Clauses. Microsoft will abide by the requirements of European Economic Area and Swiss data protection law regarding the collection, use, transfer, retention, and other processing of personal data from the European Economic Area and Switzerland."
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||
"Dynamics 365 allows access and functionality to be provided via a mobile device, web browser or mobile application. The solution supports a model that only requires configuration to be carried once regardless of how the solution is accessed.
With Dynamics Unified Interface, someone that is using a Dynamics App (for example, Customer Service or Sales) will have the same experience on a mobile device or on a web browser on the computer or directly inside Outlook client.
|Description of service interface||The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources.|
|Accessibility standards||WCAG 2.1 AA or EN 301 549|
|Accessibility testing||Please see https://docs.microsoft.com/en-us/dynamics365/get-started/accessibility/|
|What users can and can't do using the API||Please see https://docs.microsoft.com/en-us/dynamics365/customer-engagement/web-api/about?view=dynamics-ce-odata-9|
|API documentation formats||HTML|
|API sandbox or test environment||Yes|
|Description of customisation||Microsoft Dynamics 365 is a highly customisable and flexible business application. The bulk of the customisations can be carried out without requiring custom development. This inclused amending and creating new entities, forms, view and workflow processes. For cases that do require custom development, Microsoft provides a software developer kit (SDK).|
|Independence of resources||The service operates multiple scale groups in each data centre and automatically provisions new customers into a scale group. The architecture of scale groups is designed to meet the many needs of operating a service at scale, including security, scalability, performance, tenant isolation, serviceability, and monitoring. Each customer has their own individual database, separate from other customers’ databases. Data processing is logically segregated through capabilities specifically developed to help build, manage, and secure multitenant environments.|
|Service usage metrics||Yes|
|Metrics types||Organization Insights provides quick view of key Dynamics 365 metrics such as the number of active users and page requests. The Dynamics 365 Administration Portal provides an overview of each instances 'service health' including service degradation and storage capacity.|
|Reporting types||Real-time dashboards|
|Supplier type||Reseller providing extra support|
|Organisation whose services are being resold||Microsoft|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider|
|Protecting data at rest||
|Other data at rest protection approach||
"The data within the Dynamics 365 system is encrypted using a PFX or BYOK encryption key. All
instances of Dynamics 365 use Microsoft SQL Server Transparent Data Encryption (TDE)
to perform real-time encryption of data when written to disk, also known as encryption at rest.
|Data sanitisation process||Yes|
|Data sanitisation type||Deleted data can’t be directly accessed|
|Equipment disposal approach||Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001|
Data importing and exporting
|Data export approach||Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the data export service.|
|Data export formats||Other|
|Other data export formats||
|Data import formats||Other|
|Other data import formats||XML Spreadsheet, TXT, CSV, XLSX|
|Data protection between buyer and supplier networks||
|Other protection between networks||
"Please see https://docs.microsoft.com/en-us/azure/security/azure-network-security
|Data protection within supplier network||
|Other protection within supplier network||https://docs.microsoft.com/en-us/azure/best-practices-network-security|
Availability and resilience
|Approach to resilience||https://docs.microsoft.com/en-us/azure/architecture/resiliency/disaster-recovery-azure-applications|
|Outage reporting||Via the service status portal, Email, Alerts or Mobile Application|
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||
Dynamics 365 uses Azure Active Directory for authentication. Azure Active Directory is a
comprehensive identity and access management cloud solution that provides a robust set of
capabilities to manage users and groups. It helps secure access to on-premises and cloud
applications, including other Microsoft online services like Office 365 and many non-Microsoft
SaaS applications. The customer can enable multi-factor authentication on their AAD tenant.
|Access restrictions in management interfaces and support channels||
"R o l e - b a s e d a c c e s s c o n t r o l ( R B A C ) enables you to grant access based on the user’s assigned role, making it easy to give users only the amount of access they need to perform their job duties. You can customize RBAC per your organization’s business model and risk tolerance.
|Access restriction testing frequency||At least once a year|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users have access to real-time audit information|
|How long user audit data is stored for||Between 6 months and 12 months|
|Access to supplier activity audit information||Users receive audit information on a regular basis|
|How long supplier audit data is stored for||Between 6 months and 12 months|
|How long system logs are stored for||Between 6 months and 12 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||BSI|
|ISO/IEC 27001 accreditation date||27-Mar-18|
|What the ISO/IEC 27001 doesn’t cover||Statement of applicabilty for ISO 27001 for Dynamics 365: https://servicetrust.microsoft.com/ViewPage/MSComplianceGuide?command=Download&downloadType=Document&downloadId=d383c8df-1387-4a08-8604-b3e8aa647206&docTab=4ce99610-c9c0-11e7-8c2c-f908a777fa4d_ISO_Reports|
|ISO 28000:2007 certification||No|
|CSA STAR certification||Yes|
|CSA STAR accreditation date||29-Sep-16|
|CSA STAR certification level||Level 1: CSA STAR Self-Assessment|
|What the CSA STAR doesn’t cover||Service scope for CSA STAR Certificate is decribed in this document: https://servicetrust.microsoft.com/ViewPage/MSComplianceGuide?command=Download&downloadType=Document&downloadId=6d07d7e3-da62-4153-a91c-14d259dac9f1&docTab=4ce99610-c9c0-11e7-8c2c-f908a777fa4d_ISO_Reports|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||
|Information security policies and processes||
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||
The operational change control procedure considers the following actions:
• The identification and documentation of the planned change.
• An assessment process of possible change impact.
• Change testing in an approved non-production environment.
• Change communication plan.
• Change management approval process.
In particular, the following items are in scope:
• Identification and recording of significant changes.
• Planning and testing of changes.
• Assessment of the potential impacts, including security impacts, of such changes.
• Formal approval procedure for proposed changes.
• Communication of change details to all relevant persons.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||Dynamics 365 has developed robust processes to facilitate a coordinated response to incidents if one were to occur for Dynamics 365. A security event may include unauthorized access resulting in loss, disclosure, or alteration of data. Dynamics 365 Incident Response process follows five phases.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||https://docs.microsoft.com/en-us/azure/security/azure-threat-detection|
|Incident management type||Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402|
|Incident management approach||https://docs.microsoft.com/en-us/azure/security/azure-threat-detection|
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£10 per licence|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||https://trials.dynamics.com/|
|Link to free trial||https://trials.dynamics.com/|