Microsoft Dynamics 365

Microsoft Dynamics 365 provides specific modules with functionality to support customer service, sales and marketing, finance and operations, field service, project management and business intelligence reporting. This functionality enables organizations to better manage process lifecycles from start to finish. Depending on their requirements, agencies can leverage all or some of the integrated modules.

Based on Microsoft’s Azure cloud computing, Microsoft Dynamics seamlessly integrates with other Microsoft products, including SharePoint, Power BI and Office 365, including Outlook. You can quickly learn and adapt to using Dynamics because its familiar user interface is common to other Microsoft products.  

Anyone with access privileges can easily gain valuable customer insights because of Dynamics’ integrated business intelligence capability.  Powerful keyword searching to find vital information is easy with data synchronization between the Azure cloud search index and Dynamic’s Relevance Search.  

Dynamics also allows you to develop mobile apps for phones and tablets to increase adoption and use. The software incorporates role-based, record-based and field-level security to ensure controlled data access.

Request Microsoft Dynamics

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NCDIT Service Desk: 919-754-6000
Support Hours 24/7
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Microsoft Dynamics includes a full range of features and capabilities – that provide robust support for common business processes – with vital process automation capabilities and compelling user experiences.

Business Process Support
  • General ledger
  • Accounts payable and receivable
  • Billing and invoicing
  • Bank reconciliation
  • Budgeting and forecasting
  • Cash management
  • Income and balance sheet
  • Work order management 
  • Profit/loss statement
  • Inventory and asset management
  • Compliance management
  • Dispatch management

Microsoft Dynamics also has strong foundational support for sales pipeline management and customer relationship management: 

  • Contact and account management
  • Customer relationship management
  • Prospecting – email marking, marketing automation and post-scheduling
  • Customer segmentation
  • Lead management 
  • Conversion tracking
  • Contracts management
Automation & Experience Capabilities
  • Account, contact and activity data management
  • Consolidation/roll-up features for data analysis
  • Calendar and reminder system
  • Internal chat integration
  • Mobile access and mobile app experiences
  • Multi-currency support
  • Data visualizations and robust reporting and analytics
  • Multi-department/project
  • Task and activity management
  • Content management
  • Document storage


  • Help employees succeed and elevate your agency’s financial performance with this powerful solution that can be quickly adopted with its familiar, intuitive Microsoft user interface.
  • Improve the public’s interactions and experiences with government.
  • Empower your agents to take the right action, and streamline providing services to the public.
  • Achieve line-of-sight transparency on the status of requests from the public and personalize their experiences. 
  • Eliminate duplicate data entry and manual steps in business processes. Speed up resolutions with automated workflows.
  • Build customer relationships with efficient, value-added interactions. 
  • Turn prospects into engaged customers.
  • Personalize customer interactions across channels and bring processes together to streamline operations.
  • Detect service issues remotely by connecting asset monitoring and anomaly detection devices. 
  • Use insights to schedule timely, preventive maintenance and field service support. Resolve service issues before they occur.

Request Process

To request this service, or for more information, submit a ticket using the NCDIT Service Portal.


  • Service requests that incur a cost to the agency will typically require approval from the requesting agency’s CIO, financial officer or manager, depending upon your agency's requirements. 
  • Any staff with access to the NCDIT Service Portal may engage the team for support or information.

Requirements & Customer Responsibility

Required NCDIT Services Microsoft 365 Office and Business Intelligence applications
Other Technical Requirements & Prerequisites Any computer that can connect to the internet.
Customer Responsibility
  • Agency staff are required to submit a ticket using the NCDIT Service Portal for additional support or information regarding this service. 
  • Work with the NCDIT Enterprise Collaboration Services support team to coordinate service.
  • Purchase and manage licenses availability.
  • Provide development resources – RFP, staff augmentation, internal development or contract with one of NCDIT’s approved Dynamics service providers
  • Other technical responsibilities include:
    • Develop solutions.
    • Schedule and test upgrades twice a year.
    • Provide day-to-day solution support (manage user roles, access and permissions, business units and security roles).
    • Train users.
    • Support end users and Outlook plug-in.
    • Use the NCDIT or customer’s project management office to oversee the application development project or to fully identify and document requirements prior to project initiation.
    • Perform upgrade testing.

Expected Delivery

Acknowledgment Time The service team should acknowledge a service request within about 2-3 business days.
Turnaround Time
  • The service team should be able to complete a well-defined service request within about two weeks.
  • Procurement and licensing steps required before the delivery of services may extend the timeline.


Suggested For

State agencies, counties and municipalities using:

  • Small to medium solutions utilizing Microsoft Access, Excel, FoxPro or Oracle
  • Case management, asset management, fleet management, grants management, inspection management, help desk management, license management and more
Required For None
Spotlight Customers
  • N.C. Department of Health and Human Services
  • N.C. 911 Board
  • N.C. Department of Environmental Quality
  • N.C. State Ethics Commission
  • N.C. Office of State Budget and Management
  • N.C. Governor’s Office
  • N.C. Department of Military and Veterans Affairs

Support Process
Service Support Hours
  • Support for the service is available 24/7.
  • For low- or medium-priority end user incidents, support is available weekdays from 8 a.m. to 5 p.m., except for state holidays.
Service Availability The service is available 24/7, excluding planned outages and maintenance windows.
Standard Maintenance Windows
  • Sundays: 4 a.m. to noon
  • Thursdays: 7 p.m. to midnight

Note: Microsoft provides product maintenance.

Service Communications
  • Changes or outages that might have an impact on customers are communicated through the NCDIT Communications Hub and Agency Change Advisory Board. 
  • The agency's admin for this service will support communications to the agency users of the service.
Service Level Agreements NCDIT supports a 99.9% financially backed service-level agreement to state agencies from Microsoft for Microsoft 365 subscription services.  
Enterprise Collaboration Services Service Level Agreement

  • Licenses (both user and administrator)
  • Instance (production, sandbox and quality acceptance)
  • Full-time employee for day-to-day operations
  • Application development (RFP and solution accelerator, plus staff augmentation)
  • Storage (Dynamics 365 and SharePoint if needed)
  • Dynamics 365 subject matter expert for platform support, governance oversight, community of practice and initial agency instance and portal setup
  • Portal development to coordinate proof of concepts
  • Environments (production and sandbox) to coordinate proof of concepts, track upgrades, features and integrations
  • Licenses for tenant management, including a premier contract for proactive and reactive support

There are currently no support rates.

Microsoft Dynamics 365 integrated modules include:



Customer Service Modules
  • Dynamics 365 Customer Service 
  • Dynamics 365 Field Service 
  • Dynamics 365 Customer Service Insights
Sales and Marketing Modules
  • Dynamics 365 Sales 
  • Dynamics 365 Marketing 
  • Dynamics 365 Customer Insights
Field Service Modules
  • Dynamics 365 Field Service 
  • Dynamics 365 Customer Insights 
  • Dynamics 365 Remote Assist
Finance and Operations Modules
  • Dynamics 365 Finance 
  • Dynamics 365 Supply Chain Management 
  • Dynamics 365 Human Resources
Commerce Modules
  • Dynamics 365 Commerce 
  • Dynamics 365 Fraud Protection 
  • Dynamics 365 Customer Insights