Dynamics CRM to Dynamics 365 Customer Service feature comparison

When you are deciding whether to migrate to the Microsoft Dynamics 365 suite of cloud apps from Dynamics CRM, consider the new and improved functionality they have to offer. The following charts compare the functionality available in Dynamics 365 Customer Service with what's available in versions of Dynamics CRM (on-premises).

The charts compare functionality for:

  • User interface
  • Documents and reporting
  • Intelligence and integrations
  • Process automation
  • Related products
  • Service
  • Overall benefits

Dynamics CRM user interfaces: 2011 vs. 2013 vs. 2016

Before comparing functionality, here's a comparison of the user interfaces for Dynamics CRM prior to Dynamics 365.

Dynamics CRM 2011 UI Dynamics CRM 2013 UI Dynamics CRM 2016 UI
Example of Dynamics CRM 2011 UI Example of Dynamics CRM 2013 UI Example of Dynamics CRM 2016 UI

Dynamics 365 user interfaces: 9.x vs. Unified Interface

Compared with the Dynamics 365 9.x user interface, Unified Interface offers improved navigation, streamlined forms, and more powerful search. See the next section for more details.

Dynamics 365 9.x UI Unified Interface in Dynamics 365
Example of Dynamics 365 9.x UI Example of Unified Interface in Dynamics 365

User interface comparisons

User interface comparisons

Documents and reporting

Documents and reporting comparisons


Intelligence and integrations

Intelligence and integrations comparisons

Process automation

Process automation comparisons


Related products comparisons


Service comparisons

Why customers should care

Why customers should care

Why make the move to Dynamics 365?

Security Flexibility Reduce your IT maintenance
Take advantage of Microsoft’s $1 billion investment in data center security. Create robust security and access controls for apps and data with Dynamics 365 Customer Engagement features, including:
  • Physical data center, network connectivity, and service hosting platform.
  • Capabilities of Microsoft Azure—the built-in disaster recovery and 24/7 technical support to ensure cybersecurity.
Gain benefits with monthly subscription model, including:
  • Flexibility on operational cost vs. capital costs.
  • Potential cost savings as you only buy what you need.
  • Elasticity to scale and grow based on needs.
Reduce costs on company’s server maintenance, including:
  • Eliminate buying servers and required licenses supporting on-premises solution.
  • Avoid server room maintenance, monitor and update the underlying platform (Windows, SQL Server), and monitor and update the application itself.
  • Reduce IT staff CRM system maintenance hours.
Cross-platform support Stay up to date with new functional enhancements Native in-built modern ecosystem
Ensure seamless business operations from anywhere at any time through Dynamics 365, powered by a native HTML5 browser-based user interface that:
  • Provides access on virtually any device (PC, tablet, phone) with any browser (Internet Explorer, Chrome, Safari, Firefox, and others) or platform (Windows, Mac, and others).
  • Removes need to rely on remote desktop or enterprise portals.
Take full advantage of Dynamics 365 evolving features and newest functionality:
  • Seamless application updates to all customers.
  • New Dynamics platform updates to improve performance and user experience.
Seamless connections with Microsoft 365 apps, Microsoft Power Platform apps, and other external data sources in the industry:
  • Native integration with Microsoft 365, Power BI, Microsoft Teams, Sharepoint, and others.
  • Built-in connectors allow interaction with data in Adobe, Salesforce, Facebook, SAP, and others.
  • Configure business processes quickly with tools like Power Apps, Power Virtual Agents, and Power Automate.

Get started today

Start your migration journey with Microsoft. Apply to receive a no-charge, no-obligation Microsoft assessment through the Dynamics 365 migration program.

See also

On-premises migration program overview
Standard migration assessment
Business-ready enhancement plan
Program FAQs
Moving from Dynamics AX to Dynamics 365 in the cloud
CRM platform assessment tool
Video: Dynamics 365 migration program