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Integration · Sales and MarketingLet Agentforce reason across your Dynamics 365 CRM and ERP
Dynamics 365 usually spans more than sales for the enterprises that run it: accounts and opportunities in Sales, cases in Customer Service, and orders, invoices, and inventory in Finance and Operations, with Dataverse holding it together. Emerge Digital connects that estate to Salesforce Agentforce, so an agent can move from a customer's opportunity to their outstanding invoices or a stalled order in one line of reasoning. Instead of a CRM-only view, the agent works across the front office and the back office your business actually depends on.
What this unlocks
- Agents read Sales records — accounts, opportunities, and activities — alongside Customer Service cases, so a single interaction reflects both the commercial and the support picture.
- Finance and Operations data such as orders, invoices, and inventory status becomes readable, so an agent can answer an ERP-grounded question a CRM-only agent cannot.
- Dataverse tables and relationships map into what the agent understands, so it reasons over the same entity model your Dynamics environment already enforces.
- Role and business-unit security in Dynamics informs what an agent may see, so access stays aligned with how your organisation already scopes its data.
In the customer journey
From opportunity to order status
A customer asks where their order stands, and the agent reads the opportunity in Sales and the linked order in Finance and Operations, so it can answer with the ERP status rather than guessing from the CRM alone.
Case handling with the account behind it
A support case comes in, and the agent reads the account's Customer Service history and any related invoices, so it can gauge the relationship and route a billing dispute to the right team.
Cross-module question in one turn
An internal user asks about an account's exposure, and the agent draws on opportunities, open cases, and outstanding invoices across Dynamics modules to give a picture that spans front and back office.
Dynamics 365 tends to own the later journey stages — Convert and Optimize — where CRM meets ERP. Grounding agents in it lets Engage and Convert reflect real commercial terms and order status, while service interactions in Customer Service stay tied to the account's financial picture. Because the same Dataverse entities carry through, an agent's view of a customer stays consistent from the first opportunity to the servicing that follows.
How Emerge integrates Microsoft Dynamics 365
Emerge Digital integrates Dynamics 365 with Salesforce Agentforce as a consulting engagement, built for the reality that CRM and ERP data live in one estate. We map the Sales, Customer Service, and Finance and Operations entities your agents need, working through Dataverse where it makes sense, and we set access to respect Dynamics' role and business-unit security. We build the actions an agent uses and decide where a write belongs, keeping a person in the loop for decisions with financial or contractual weight. This is engineered around your environment, not delivered as a switch-on template.
How we structure an engagementRelated integrations
FAQ
Do you integrate the ERP side of Dynamics or only the CRM?
Both, when your agents need them. We can map Sales and Customer Service for CRM context and Finance and Operations for orders and invoices, so an agent reasons across the modules rather than being limited to sales data.
Is this delivered as an off-the-shelf connector?
No. Connecting Dynamics 365 to Agentforce is a services engagement — Emerge designs the entity mapping, access rules, and actions around your Dataverse model, rather than shipping a package you install unassisted.
How do you keep agent access aligned with our Dynamics security?
We configure the integration so agent access respects your Dynamics role and business-unit security and the permissions on the Salesforce side, so an agent reads and writes only what your governance already allows.
Ground your agents in Microsoft Dynamics 365.
Tell us what your agents need to read and write in Microsoft Dynamics 365, and we'll design the integration and the governance around it.
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