Customising Dynamics 365: 5 Important Factors to Keep in Mind
Written By Prateek
Last Updated: April 22, 2024
April 22, 2024

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Customising Dynamics 365 offers a range of powerful D365 features right out of the box. Yet today, most businesses find it challenging to tailor D365 to their specific needs. 

Whether it is about tweaking existing functions or integrating with other tools, customisation ensures Dynamics 365 works seamlessly with your unique business processes.

Additionally, customisation can be as broad or as precise as you require. Gone are the days of settling for software that doesn’t quite fit your needs. By customising Dynamics 365, you empower your teams with the exact tools they need to excel in their roles.

However, it’s important to recognise that customisation comes with a lot of challenges. Integrating third-party solutions and making changes can sometimes lead to unexpected issues, especially during updates. While Microsoft does its part to ensure system stability, it’s ultimately up to each business to ensure everything functions smoothly in their specific setup. To minimise these risks, it’s crucial to carefully consider your customisation partner

Before diving into customisation, here are the 5 key factors to keep in mind:

The Support Customising Dynamics 365 Needs

Customising Dynamics 365 can be a game-changer for your business, streamlining operations and boosting efficiency. But like any technology, it is not immune to hiccups along the way. While Microsoft offers robust support for Dynamics 365 users, it’s important to note that this support only covers issues stemming from Microsoft’s own Gold Partners like Osmosys. If you run into problems with your customisations or third-party add-ons, the responsibility for troubleshooting and fixing falls on your shoulders.

For businesses juggling between a number of customisations and add-ons, keeping everything running smoothly can be a challenging task for internal IT teams. That’s why most opt to outsource to Microsoft Gold Partners.

When considering support, you typically have two paths to choose from:

  • Traditional IT Support: This type of support encompasses tasks like software maintenance, IT system installation and configuration, data centre management, and diagnosing and fixing hardware and software issues. However, most traditional IT support firms focus on reactive fixes rather than proactive maintenance. They step in to resolve issues only after they’ve caused a problem.
  • Application Management: Application management partners offer a more proactive approach. They provide round-the-clock support, monitoring your Dynamics 365 environment to catch and address issues before they disrupt your business. Moreover, they can conduct thorough analyses of your systems, pinpointing areas for enhancement and cost-saving opportunities. At Osmosys, for instance, our consultants specialise in solution optimisation and growth. They work to configure systems in line with market trends and your specific business needs, ensuring your Dynamics environment remains optimised and future-proof.

Annual Updates from Microsoft

Microsoft rolls out 8 updates annually for Dynamics 365. While these updates are crucial for introducing new features and fixing issues, they can sometimes catch unprepared companies off guard.

For example, if an update clashes with a third-party application, you might need to reconfigure your integration to restore functionality. This can pose a significant challenge for businesses heavily reliant on third-party integrations and customisations, as frequent updates to Dynamics 365 can disrupt their operations.

Although Microsoft rigorously tests updates to ensure compatibility with their own systems, they don’t verify how updates interact with third-party integrations and customisations. It’s therefore essential for businesses to understand the potential impact of updates on their systems.

Data Security

Microsoft is widely recognised for its top-notch security measures both in the cloud and beyond. Their team of security experts consistently assesses risks and updates safety protocols, providing companies with a significant security advantage.

While Dynamics 365 itself is secure and compliant, it’s important to note that Microsoft’s security guarantee only extends to its own systems. If you have customisations or third-party applications handling sensitive data, or if your organisation regularly deals with large volumes of secure information accessed by numerous employees, the responsibility for safeguarding that data falls on you.

It’s crucial to recognise that your security measures are only as strong as their weakest link. Implementing robust access management practices enhances your company’s operational security, ensuring that processes remain safe and efficient. By prioritising the security of systems that integrate with Dynamics 365, you can have confidence that your sensitive information is well protected.

Uptime and Accessibility

Dynamics 365 is a sophisticated system, and when you layer customisations and ISV integrations onto it, pinpointing issues becomes more complex. If errors or misconfigurations slip through unnoticed, you could face unexpected downtimes and a dip in productivity.

To mitigate the risk of uptime and accessibility issues, proactive monitoring is key. Regular checks on applications, integrations, and databases help ensure everything functions as intended. If your team lacks the bandwidth for this, outsourcing support to a Microsoft Partner is a smart move. A reliable partner can take the load off your IT team by providing administrative support, security measures, updates, and round-the-clock monitoring services.

Licence Monitoring

Microsoft also expects users to manage their licences effectively, including knowing the quantity and type of licences required. While Microsoft doesn’t conduct audits to ensure efficient licence usage, partnering with the right provider can be beneficial. For instance, Osmosys offers support in optimising your licence usage, helping you save money by closely monitoring your systems and staying updated on changes in licence terms to ensure you’re only paying for what you actually need.

It’s common to find companies overspending on licences, either by holding onto expensive licences they don’t fully utilise or purchasing licences with features they don’t require.


To conclude, customisations and third-party integrations play a vital role in enhancing Microsoft Dynamics 365 to meet specific business needs. They bridge gaps and facilitate workflows that aren’t native to the platform. However, it’s crucial to anticipate challenges and plan accordingly to minimise costs, mitigate the risk of errors and downtime, and ensure that customisations and integrations operate seamlessly.

For further insights into Dynamics 365 customisations, third-party ISV integrations, and how Osmosys can optimise your experience, don’t hesitate to reach out to our experts. We’re here to ensure your journey with Dynamics 365 is as smooth and streamlined as possible.

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