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VA Technical Reference Model v 20.6

Microsoft Dynamics 365
Microsoft Dynamics 365 Technology

General InformationGeneral Information help

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

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Description: Microsoft Dynamics 365 is a customer relationship management (CRM) solution designed to help organize and automate business processes in order to improve customer service and satisfaction. CRM uses a server-client topology and is primarily an Internet Information Services (IIS)-based web application. Clients access CRM via web browser or by a thick client plug-in to Microsoft Outlook. The base configuration typically uses separate computers that run the components, which include Microsoft Structured Query Language (SQL) Server and an instance of Windows Server functioning as an Active Directory domain controller. A multiple-server configuration has multiple computers that are running CRM that access a single server that is running SQL Server. This product is capable of integrating with Microsoft Outlook and SharePoint.

This product is offered in two editions: On-premise and Cloud-based. This assessment covers the On-premise edition.

The TRM decisions in this entry only apply to technologies and versions owned, operated, managed, patched, and version-controlled by VA. This includes technologies deployed as software on VMs within VA-controlled cloud environments (e.g. VA Enterprise Cloud (VAEC)). Cloud services provided by the VAEC and those controlled and managed by an external Cloud Service Provider (i.e. SaaS) are not in the purview of the TRM. For more information on the use of cloud services and cloud-based products within VA, including VA private clouds, please see the Enterprise Cloud Solutions Office (ECSO) Portal at: https://vaww.portal.va.gov/sites/ECS/SitePages/Home.aspx
Technology/Standard Usage Requirements: Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information: This technology has been assessed by the Section 508 Office and found non-conformant. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at Section508@va.gov. Please see reference tab for more information concerning product versions.
Decision: View Decisions

Decision Source: TRM Mgmt Group
Decision Process: One-VA TRM v19.8
Decision Date: 08/19/2019
Aliases: customer service; CRM; Microsoft Dynamics Customer Relationship Management, Dynamics 365
Introduced By: TRM Request
Vendor Name: Microsoft
- The information contained on this page is accurate as of the Decision Date (08/19/2019).