Dynamics 365 → Halo CSM Migration

Dynamics 365 to Halo CSM.

If Dynamics 365 Customer Service arrived as part of a wider Microsoft agreement, the licence in front of you is rarely the real cost. The real cost is the surrounding platform: a separate app for Sales or Field Service, Power Platform capacity to automate anything meaningful, Copilot Credits billed on top of your tier, and a partner needed to configure it. This isn't a case against Microsoft — most teams reading this run Microsoft 365 and aren't going anywhere. Halo CSM delivers customer service on one licence and integrates natively with the Microsoft estate you already run. Allied ESM, a pure play Halo partner, scopes and delivers the migration.

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£80.70

per user/month, paid yearly — Dynamics 365 Customer Service Enterprise tier, before Copilot Credits

Source: Microsoft, published UK pricing, fetched 25 Jul 2026

Halo licence for customer service — AI and Microsoft integrations included, no Copilot Credits to buy

Amesto Global re-designed its client portal on HaloCRM.

A boutique accounting and payroll firm reached a 9.5 minute average response time, with improved visibility of tasks and workload across the whole team.

Source: Halo customer story, Amesto Global

The Structural Case

Why Teams Look Past Dynamics for Customer Service

This isn't a case against Microsoft — most CX and IT leaders evaluating this page already run Microsoft 365 and have no plans to leave it. It's what happens when you look past Dynamics 365 Customer Service's headline licence at what a working, AI-enabled service desk actually costs to assemble.

What's separate, and what isn't

Dynamics 365 Customer Service

Professional tier£38.40/user/mo — case mgmt & self-service only, no Teams, no Copilot

Enterprise tier£80.70/user/mo — adds Teams, Copilot, Power Apps & Automate

Premium tier£149.90/user/mo — only tier with included Copilot Credit capacity

Contact Center (voice, live chat, IVR)£84.60/user/mo — separate product

Copilot Credits beyond Premium's capacityPay-as-you-go or pre-purchase, needs Azure subscription

Sales, Customer Insights, Field ServiceEach a separate Dynamics 365 app and licence

Halo CSM

One Halo CSM licence✓ Every capability included, nothing to unlock higher up

AI virtual agents, chatbot & agent assist✓ Included, no Copilot Credits or Azure subscription needed

Workflow & automation building✓ No-code, your own admin, no Power Platform capacity to size

Teams, Entra ID & Microsoft 365✓ Included from the first licence, not a higher tier

Omnichannel (chat, WhatsApp, SMS, voice, social)✓ Included, no separate Contact Center product

Microsoft figures: Dynamics 365 Customer Service pricing, microsoft.com/en-gb/dynamics-365/products/customer-service/pricing, fetched 25 July 2026. Prices in GBP, ex VAT, paid yearly. Halo pricing: see published UK pricing.

Microsoft's own comparison table shows the pattern plainly: Teams integration, Copilot, Power Apps and Power Automate are all absent from the Professional tier and only appear from Enterprise upward — and even on Enterprise, the AI agents that actually do the work (case management, knowledge, quality evaluation) still require Copilot Credits bought separately. Only Premium, at £149.90/user/month, includes any Copilot capacity as standard. Halo's answer is structural: one licence, nothing held back for the next tier up, no credits to plan around.

Source: microsoft.com/en-gb/dynamics-365/products/customer-service/pricing, fetched 25 July 2026 (GBP, ex VAT).

50%+

of customer service organisations will double their technology spend by 2028 — without a matching increase in headcount.

Source: Gartner, press release, 31 March 2026

The Halo Difference

One Licence. No App Ladder. Nothing Held Back.

Every capability below is part of the same Halo CSM licence — not a tier you upgrade into, not a credit you buy separately, not a partner engagement you need to configure it.

One Licence, Everything Included

Case management, AI, self-service and reporting all come in a single Halo CSM licence — no Professional-to-Premium ladder to climb, and no separate Contact Center product to add. See Halo's all-inclusive UK pricing →

AI Included, No Credits to Buy

Halo AI's virtual agents, chatbot and agent assist are part of every licence. There's no Copilot Credit balance to top up and no Azure subscription required to keep them running.

Configure Without Consultants

Halo's no-code environment lets your own admin build SLAs, workflows and routing rules — the kind of change that on Dynamics 365 usually means Power Platform capacity or a certified partner.

Built Into Your Microsoft Estate

Native Teams, Entra ID and Microsoft 365 integrations are included as standard — Halo sits inside the Microsoft tools you already run, not alongside them. See how below →

Dynamics 365 Customer Service vs Halo CSM

A structural, capability-by-capability comparison — no invented figures, and no Halo pricing quoted here. See Halo's published UK pricing separately.

Capability

Dynamics 365 Customer Service

Halo CSM

Licensing model

Tiered (Professional/Enterprise/Premium) plus a separate Contact Center product

✓ Single all-inclusive Halo CSM licence

AI & Copilot

Copilot from Enterprise tier; the AI agents themselves need Copilot Credits (sold separately) except on Premium

✓ Halo AI included in every licence, no credits required

Automation & workflow building

Power Automate and Power Apps included from Enterprise tier; needs Power Platform capacity to scale

✓ No-code workflow builder included, your own admin configures it

Microsoft Teams integration

Not included on the Professional tier; included from Enterprise upward

✓ Native Teams integration included in every licence

Omnichannel / contact centre

Voice, live chat and chatbots sit in the separate Dynamics 365 Contact Center product

✓ Email, chat, WhatsApp, SMS, voice, social included as standard

Self-service portals

Included from Enterprise tier upward

✓ Included, branded to your own domain

Implementation

Typically delivered by certified Microsoft partners, per app

✓ Allied ESM scopes and delivers as one fixed-price engagement

Deployment

Microsoft cloud, tied to your Power Platform environment

✓ Cloud (AWS) or on-premises

Dynamics 365 figures: Microsoft published UK pricing and product comparison table, microsoft.com/en-gb/dynamics-365/products/customer-service/pricing, fetched 25 July 2026. Halo figures: structural claims from Halo CSM product configuration — no Halo pricing is quoted; see Halo's published UK pricing.

You Keep Microsoft

Moving Off Dynamics 365 Doesn't Mean Moving Off Microsoft

This is the part that matters most for a Microsoft-first organisation. Halo isn't a rip-and-replace of your Microsoft estate — it's built to sit inside it.

Microsoft Teams

Agents triage and respond to cases without leaving Teams; end users raise and check requests via the Teams bot.

Entra ID

Single sign-on and automated user provisioning from your existing Azure AD / Entra ID tenant.

Outlook & Microsoft 365

Native Microsoft 365 sync, including Outlook and SharePoint, included as standard in every Halo licence.

Dynamics 365 CRM integration

Halo's native Dynamics 365 CRM integration imports and syncs accounts and contacts on a schedule — built for a phased transition, not a big-bang cutover.

One customer service platform, inside the Microsoft estate you already run Halo doesn't ask you to leave Teams, Entra ID or Microsoft 365 — it connects to them natively, as part of the licence, with no extra integration product to buy.

During a transition, Halo's native Dynamics 365 CRM integration authenticates via an Azure app registration and syncs accounts and contacts into Halo on a schedule — so Halo and Dynamics can run side by side while Allied ESM cuts your service team over phase by phase, rather than forcing a single switch-over date. See all 250+ native Halo integrations →

How It Works

What Actually Moves From Dynamics 365 to Halo

Cases, accounts and contacts, knowledge articles, SLAs and entitlements, and business rules or Power Automate flows — migrated and rebuilt using Halo's import tooling and native Dynamics integration, with field mappings agreed with you before anything moves.

Discovery & Data Mapping

We review your Dynamics 365 Customer Service instance — case fields, entitlement terms, business rules, Power Automate flows, and knowledge article structure — and map them onto Halo CSM's ticket types, workflows and knowledge base before anything is built.

Halo Design & Build

Dynamics business rules and Power Automate flows become Halo workflows, and entitlement/SLA terms are rebuilt per customer with escalation rules — configured on Halo's no-code environment, without needing Power Platform capacity to run them.

Data Migration & Integration

Cases, accounts and contacts, and knowledge articles imported with agreed field mappings — accounts and contacts can flow via Halo's native Dynamics 365 CRM integration. Allied ESM plans the cutover team by team, so live cases aren't caught mid-migration.

Training & Change Adoption

Allied ESM's Change & Adoption practice gets your service team confident on Halo from day one — not just deployed, adopted.

Go-Live & Ongoing Support

We go live with you, not just hand over documentation. Allied ESM's managed services team is available post-launch to optimise and expand your Halo CSM environment.

Allied ESM scopes Dynamics 365 to Halo migrations as fixed-price engagements, so you know the full cost before work begins.

Why Allied ESM

A Pure Play Halo Partner, Built for This

Every Allied ESM consultant is Halo certified and works on nothing else. Customer service migrations are configuration projects before they are data projects — the work is in rebuilding your business rules, Power Automate flows and entitlement terms as something better, not just moving rows.

100%

Halo-focused. No split attention, no competing platforms — every hour we invest goes into being the best Halo partner on the market.

Fixed Price

Migrations are scoped and delivered as fixed-price engagements, so the cost of moving off Dynamics 365 is known before any work begins.

UK Based

Headquartered in London, delivering Halo CSM migrations for mid-market organisations across the UK, fully remote and UK-timezone.

Common Questions

Frequently Asked Questions

Honest answers to the questions we hear most from Microsoft-first teams considering the move from Dynamics 365 to Halo.

Can we keep using Teams and Microsoft 365 alongside Halo?

Yes. Halo has native Microsoft Teams, Entra ID and Microsoft 365 integrations included in the licence — agents can triage and respond to cases from within Teams, users authenticate via Entra ID, and Outlook and SharePoint stay part of your daily workflow. Moving off Dynamics 365 Customer Service doesn't mean moving off Microsoft 365.

Does Halo run alongside Dynamics 365 during the transition?

Yes, in a planned way. Halo's native Dynamics 365 CRM integration imports and syncs accounts and contacts on a schedule, so Halo and Dynamics can run side by side while Allied ESM cuts your service team over phase by phase, rather than a single big-bang switch.

What happens to our Power Automate flows and business rules?

They're rebuilt, not lost. Allied ESM maps your Dynamics 365 business rules, Power Automate flows and entitlement terms during discovery and rebuilds them in Halo's no-code workflow builder — configured to match how your team works, without needing Power Platform capacity to run them.

Do we lose Copilot when we move off Dynamics?

No — you gain a different model. Halo AI's virtual agents, chatbot and agent assist are included in every Halo CSM licence, with no Copilot Credits to buy and no Azure subscription required to run them. See Halo CSM AI Virtual Agents →

Is our data still hosted in Azure, and still in the UK?

Halo isn't hosted on Azure — it runs on AWS infrastructure, with UK and EU customer data held in the AWS London region, encrypted at rest (AES-256) and in transit (TLS 1.2+). Halo holds SOC 2 Type 2, ISO 27001:2022 and Cyber Essentials Plus certifications. Your identity layer, Entra ID, stays exactly where it is — only the service desk platform moves.

How long does a Dynamics 365 to Halo migration take?

It depends on the complexity of your Dynamics 365 instance — how many entitlements, business rules, Power Automate flows and knowledge articles are in play, and whether Sales or Field Service are involved alongside Customer Service. Allied ESM scopes an exact timeline during discovery, informed by the data mapping identified up front, rather than quoting a generic figure that doesn't reflect your environment.

What does Halo cost?

Halo is priced on one all-inclusive monthly licence — case management, AI, self-service, reporting and 250+ native integrations are all included, with named and concurrent licence options you can mix within the same organisation. See Halo's all-inclusive UK pricing →

What if we're mid-contract with Microsoft?

That's common, and it doesn't need to hold up planning. Allied ESM can scope and build your Halo environment ahead of your renewal date, so you're ready to cut over the moment your Dynamics 365 Customer Service contract actually ends — rather than starting the project from zero once it does.

Keep going: the Halo CSM story

The full picture

Halo CSM

Omnichannel ticketing, AI virtual agents and self-service — the whole platform on one all-inclusive licence.

See the Halo CSM hub →

Included, not credited

AI Virtual Agents & Chatbot

Halo AI resolves cases, raises and updates requests, then hands off to a human with full context — no Copilot Credits to buy.

See AI Virtual Agents →

Considering another platform?

Compare Halo

See how Halo compares against ServiceNow, Salesforce, Zendesk and the rest of the field.

Visit the Compare hub →

Also moving off Dynamics 365 Sales or the wider CRM? See Halo CRM → On Zendesk instead? Read our Zendesk to Halo guide → On Freshdesk? Read our Freshdesk to Halo guide →

Ready to Bring Customer Service Onto One Licence?

Talk to a Halo partner that knows what a real CSM migration involves — data, workflows, AI, and the Microsoft estate you're keeping — and scopes it as a fixed-price engagement, so you know the full cost before work begins.

Book a Consultation Explore Halo CSM

Official Halo Partner

Allied ESM is a pure play Halo partner — licensing, implementation, consulting & managed services.

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