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Departments and business processes

Dynamics 365 provides dedicated functionality for typical business areas across industries and geographies. To deliver products and services in fast-changing markets and technologies, you need efficient and scalable business processes. Business applications can help you improve your processes by automating, optimizing, and standardizing them. This way, you can create a more adaptable and effective solution. Learn more at Implement a solution based on your business processes.

Departments

In the this section, we use the term department, but you can also think of these buckets as business areas or assignments in any given organization. In very large organizations, some of the departments can contain hundreds or thousands of employees and have several subteams. In very small organizations, an employee might cover two or three roles across the departments in this article.

The following diagram maps the end-to-end business processes to the typical departments in many organizations. In the diagram, a colored box means that this end-to-end business process impacts that department.

Matrix table with the end-to-end business processes at the top, typical departments in most organizations on the left side, and colored boxes to show which department is involved in which business processes.

Customer service

The customer service department provides support to the organization's customers. The following list shows common subdepartments or functional areas:

  • Customer support
  • Technical support
  • Customer success
  • Complaint resolution
  • Knowledge management

The department's work relies on the implementation of the following end-to-end business process scenarios:

Sales

The sales department works to win new business and maintain customer relationships. The following list shows common subdepartments or functional areas:

  • Sales development relationships
  • Account executives
  • Sales operations
  • Customer success
  • Sales enablement

The department's work relies on the implementation of the following end-to-end business process scenarios:

Operations

The operations department oversees design, production, and delivery of product or service offerings. The following list shows common subdepartments or functional areas:

  • Production management
  • Quality control
  • Supply chain management
  • Research and development
  • Facility management
  • Field service
  • Purchasing

The department's work relies on the implementation of the following end-to-end business process scenarios:

Finance

The finance department handles financial planning, record keeping, and reporting. The following list shows common subdepartments or functional areas:

  • Accounts payable
  • Accounts receivable
  • Payroll
  • Financial planning and analysis
  • Tax and compliance
  • Treasury

The department's work relies on the implementation of the following end-to-end business process scenarios:

Marketing

The marketing department focuses on promoting the business and product or service offerings. The following list shows common subdepartments or functional areas:

  • Content marketing
  • Digital marketing
  • Brand management
  • Market research
  • Public relations
  • Product marketing

The department's work relies on the implementation of the following end-to-end business process scenarios:

Human Resources

The HR department manages employee-related functions. The following list shows common subdepartments or functional areas:

  • Recruitment and staffing
  • Employee relations
  • Compensation and benefits
  • Training and development
  • HR compliance
  • HR information systems

The department's work relies on the implementation of the following end-to-end business process scenarios:

Administrative

The administration department handles general office management tasks. The following list shows common subdepartments or functional areas:

  • Legal
  • Office management
  • Executive support

The department's work relies on the implementation of the following end-to-end business process scenarios:

Information Technology (IT)

The IT department manages the organization's technology infrastructure. The following list shows common subdepartments or functional areas:

  • IT support
  • network administration
  • Software development
  • Cyber security
  • IT operations

The department's work relies on the implementation of the following end-to-end business process scenarios:

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