Softcat Limited

Dynamics 365 for Project Service Automation

"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

Service documents

G-Cloud 11


Softcat Limited

Charles Harrison


Service scope

Service scope
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 - and
System requirements

User support

User support
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 Yes
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 -
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started "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."
Service documentation Yes
Documentation formats
  • HTML
  • Other
Other documentation formats
  • Microsoft offer a number of self-help resources, ebooks, training videos
  • Availble upon request
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.
End-of-contract process "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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
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.
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing Please see
What users can and can't do using the API Please see
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available 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

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • EU-US Privacy Shield agreement 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
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
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 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
  • Files in XML Spreadsheet, TXT, CSV, XLSX
  • APIs documented on the Dynamics 365 SDK.
Data import formats Other
Other data import formats XML Spreadsheet, TXT, CSV, XLSX

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks "Please see
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network

Availability and resilience

Availability and resilience
Guaranteed availability
Approach to resilience
Outage reporting Via the service status portal, Email, Alerts or Mobile Application

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
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
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

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

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:
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:
PCI certification No
Other security certifications Yes
Any other security certifications
  • SOC 1, SOC 2
  • PCI DSS v3.2.1
  • IRAP
  • ISO 27001, ISO 27018
  • ENS
  • LOPD (Spanish Law on the Protection of Personal Data
  • MCTS (Multi-Tier Cloud Security Standard)
  • EN 301 549 (EU),
  • EU-Model-Clauses, EU-U.S. Privacy Shield, GDPR, FIPS 140-2

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards ""
Information security policies and processes ""

Operational security

Operational security
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
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

Secure development

Secure development
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

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
Link to free trial

Service documents

ods document: Pricing document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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