5 Reasons to Consider Live Services for Dynamics 365 Customer Engagement

Explore the benefits associated with Avantiico’s Live Services for D365 customer engagement, fro both an economic level as well as a strategic one.

Picture of James Feuerborn

James Feuerborn


Modern businesses need modern support. It’s genuinely that simple. Operating within a traditional break/fix support model is time-consuming and expensive. Having a holistic support plan and a dedicated team of specialized experts is priceless. This blog post will detail five key reasons why adopting Live Services for Dynamics Customer Engagement will improve the overall functionality within each business and speed time to value

Managed Services for CRM: What’s Included?

dynamics customer engagement graphic
Managed services for Dynamics 365 CRM applications typically involve a third-party service provider managing and maintaining the CRM system on behalf of the client organization. This can include a wide range of activities such as:
The managed services provider (MSP) will provide technical support to ensure the CRM application runs smoothly. This includes fixing any technical issues and maintaining the software and hardware.

MSPs may help clients customize and develop new functionalities or workflows that fit their specific business requirements.

MSPs will manage system upgrades and ensure the CRM application is up-to-date with the latest features and security patches.
MSPs will provide data management services, including data migration, backup, and restoration, to ensure the CRM application’s data is secure and readily available.

MSPs will provide training to the client’s staff on how to use the CRM application effectively.

MSPs will analyze the CRM application’s performance and provide recommendations for improving its performance and scalability.
Overall, managed services for Dynamics 365 CRM applications allow organizations to focus on their core business operations while ensuring that their CRM application is running optimally, securely, and is up-to-date.

D365 Customer Engagement Customization

Dynamics 365 Customer Engagement (CE) is a highly customizable platform that can be tailored to fit an organization’s specific business needs. Here are some examples of customizations that can be made within Dynamics 365 CE:

Entity customization: Entities represent data objects in Dynamics 365 CE, and they can be customized by adding new fields, modifying existing fields, or creating new relationships between entities.

Form customization: Forms in Dynamics 365 CE can be customized to improve the user experience by changing the layout, adding or removing fields, or adding new sections.

Process automation: Business processes in Dynamics 365 CE can be automated using workflows, business rules, and Microsoft Power Automate. These tools can automate routine tasks, such as sending emails, updating records, and creating new records.

Custom business logic: Dynamics 365 CE supports custom business logic through plug-ins, custom workflows, and JavaScript. This allows organizations to implement custom business rules and processes.

Custom reports: Organizations can create custom reports using Microsoft Power BI or SQL Server Reporting Services (SSRS). Custom reports can be used to gain insights into business operations and make data-driven decisions.

Integration with other systems: Dynamics 365 CE can be integrated with other systems, such as SharePoint, Outlook, and PowerApps. This allows organizations to streamline their workflows and improve data accuracy.

These are just a few examples of the many customizations that can be made within Dynamics 365 CE. With its powerful customization capabilities, organizations can create a tailored CRM solution that meets their unique business needs.

D365 Customer Engagement Development

A Managed Services Provider (MSP) can help organizations with development work in Dynamics 365 Customer Engagement (CE) by providing experienced developers and a range of services to optimize the platform and ensure it is tailored to the organization’s specific needs.
Here are some of the ways that an MSP can assist with development work in Dynamics 365 CE:

Custom development: An MSP can provide developers who are experts in Dynamics 365 CE development to create customizations and add-ons to the platform. These could include custom entities, plug-ins, workflows, and web resources, which can be tailored to the organization’s specific business processes and requirements.

Solution architecture: MSPs can help organizations design a solution architecture for Dynamics 365 CE that will be optimal for their business processes. This could include advising on how to use the platform’s capabilities to the best effect, ensuring that customizations are properly integrated with existing systems, and identifying opportunities to automate processes.

Upgrades and maintenance: MSPs can help organizations stay up-to-date with the latest versions of Dynamics 365 CE and ensure that their customizations are compatible with new releases. This can help organizations avoid issues such as system downtime or data loss that may arise from upgrading without proper planning.

Security and compliance: MSPs can provide security and compliance expertise to ensure the organization’s Dynamics 365 CE instance is secure and meets regulatory requirements. This could include setting up access controls, configuring auditing, and ensuring that data is stored and processed in compliance with relevant regulations.

Integration with other systems: MSPs can help organizations integrate Dynamics 365 CE with other systems, such as accounting software or third-party applications, to provide a seamless user experience and avoid duplication of effort.

Overall, an MSP can provide organizations with the resources and expertise they need to develop customizations for Dynamics 365 CE that meet their specific business needs. This can help organizations optimize their platform use and drive better business outcomes.

Interested in learning more about our Live Services offerings?

Head over to Avantiico's Live Services webpage!

Why is Managed Services Important?

As is the case in many aspects of business, doing everything yourself is not always the optimal approach. Hiring specialists or training your staff to handle every possible troubleshooting scenario can be a very time-consuming and expensive process. But at the same time, not having the resources you need to appropriately support the suite of applications in use by your business can easily become just as costly. Utilizing a support plan like Live Services will reduce pressure on your IT staff to solve common problems, allowing them to focus on issues more specific to your business. Additionally, by having a team of experts at your disposal, your users will see decreased time to resolution, improving their experience and minimizing costly downtime. Beyond just break/fix support, working with our team to proactively manage and execute your updates can substantially mitigate the risk of business disruption and free up resources for more strategic work.

01. Tailored Cloud Live Service Plans

Because every organization is unique, our support plans can be customized to fit your specific needs. Typically they are structured to include a base number of hours to be consumed (built on your anticipated needs), but service add-ons can be selected a la carte as needed. Additionally, other aspects of the plan, such as the hours of engagement, can also be customized. Also, if you find during the course of your support plan that you’re leveraging more support hours than you expected, additional hours can be added to the plan at any time. Also, because your plan is based on hours and not incidents or interactions, your employees can reach out without worrying about incurring significant costs from brief contacts or questions.

02. Specialized Guidance and Support

As mentioned previously, trying to staff experts in-house for every technology your organization uses can be a significant challenge. This is especially true for cloud-based applications like Customer Engagement, where product updates are made on a routine basis. Our experts will provide specialized advice tailored to your organization’s unique needs. Moreover, by leveraging a managed service provider like Avantiico, your support plan can scale as your business does to address your evolving needs without having to worry about onboarding new resources.

It should also be noted that it’s possible to sign up for a support plan no matter where your business is at technologically, be it before, during, or after implementation.

03. Keep up-to-date on all of the latest features as released

Staying on top of the latest updates from Microsoft can be a challenge, whether your focus is anticipating potential disruptions or identifying new value-adding features. Let our team of experts help! We can provide your organization with tailored communications to make your administrators aware of potential impacts based on your environment or highlight new features and capabilities you want to inform your users of. This can both mitigate risks associated with these updates and provide significant value adds in the form of raising awareness of new features for your users to take advantage of.

04. Improve Performance

By leveraging our team of experts, your organization can see significant improvements in time to resolution of support incidents, thereby reducing business-impacting user downtime. This will can have numerous down-stream benefits such as:
Additionally, performance can be improved by your users being able to leverage new and powerful features that our team is making them aware of.

05. Enhance Over-all Business Agility

As holds true in many areas of life, preventing an issue is always faster and cheaper than fixing one. By leveraging our support team, we can help your organization become more agile and pivot from reactive to proactive support processes. We can help analyze your support needs, plan for future support through advanced analytics, monitor and communicate impactful update information, and help drive continuous improvement and growth.


We hope this article has been a valuable overview of the ways in which a Live Services support plan can help improve your operations, save money, and provide your business with peace of mind. With Avantiico, you can have a single solution source, helping to streamline your success with supported and adaptable services that can take your business to the next level. If you’d like to learn more about how Avantiico can help your business succeed, click below to set up a free consultation today!

Partner with Avantiico, a leading Microsoft Solution Partner, to leverage our expertise in Microsoft Dynamics 365, Azure, and Power Platform solutions. As a distinguished Microsoft Dynamics 365 Partner, Avantiico provides comprehensive managed services, ensuring your business remains agile, secure, and up-to-date with the latest features and updates. Our Supply Chain Management Solutions and CRM Selection Process services are designed to help you optimize operations and enhance customer relationships. Discover how Avantiico can transform your business operations and drive success by scheduling a free consultation today.

Interested in Avantiico's support services?

Contact us today to learn more!

Start Conversation

Book a free meeting and let us have a look at your opportunities with Microsoft Solutions

Team working on presentation

Request a free Dynamics 365 demo

Discover how Avantiico helps you improve business processes, provide customers with a seamless experience and transform the way you do business.