Organisations that use Microsoft Dynamics 365 as their CRM platform benefit from its robust feature-set — but only if the implementation, data, security and usage are properly maintained and aligned with business needs.
A dedicated Microsoft CRM system audit helps identify gaps, inefficiencies, compliance risks and opportunities to optimise. Below is a detailed guide — informed by CRM-audit best practices — on how to audit Microsoft Dynamics 365 effectively.
What Is a Microsoft CRM System Audit — And Why It Matters
A Microsoft CRM system audit is a comprehensive evaluation of your Dynamics 365 deployment that assesses configuration, data integrity, security, usage, integrations and compliance. More than simply checking that the system works, it aims to ensure that your CRM setup supports your business processes reliably, securely and efficiently.
For Dynamics 365 users, this audit serves multiple purposes:
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Confirm the implementation meets the original design intent and business requirements
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Reveal data quality issues such as duplicates, missing or incorrect entries
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Verify that user access and permissions reflect actual business roles and minimise risk
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Ensure integrations with other systems operate correctly
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Validate compliance with data governance, regulatory and security policies
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Provide actionable insights for process improvements and ROI optimisation
Preparing for the Audit: Scope, Stakeholders and Documentation
Before diving in, define the scope of your audit and engage key stakeholders.
Define scope and objectives
Decide whether the audit will cover just data and usage, or extend to infrastructure, integrations, security and compliance. For example:
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Are you auditing only contact/account data and user adoption?
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Or do you also want to verify integrations, customisations, security roles and compliance?
A clear scope ensures the audit remains targeted and delivers meaningful results.
Gather documentation and stakeholder input
Collect implementation documentation, integration diagrams, customisation records, user-role definitions and any previous assessments. This establishes the baseline — what the system was meant to do, and how it has evolved.
Engage stakeholders early. User pain points and process frustrations often reveal hidden gaps in the system that technical reviewers alone may miss.
Audit Checklist: Key Areas to Review
Below is a structured checklist tailored specifically for conducting an audit within Microsoft Dynamics 365:
Implementation and Documentation Review
Begin with a full review of how Dynamics 365 has been configured. Confirm whether custom fields, workflows, business rules, entities and integrations match the original design. Identify undocumented changes or legacy elements that no longer support business requirements.
Data Assessment and Quality Review
Evaluate the quality of CRM data by reviewing a representative sample. Look for duplicates, outdated entries, formatting inconsistencies, missing information and records tied to inactive users. Assess retention and deletion policies and ensure backup and recovery processes are in place.
Usage and Adoption Review
Analyse how users interact with the system. Review access rights, identify inactive user accounts and assess login habits. Confirm whether data entry is consistent and whether workflows and processes are being followed. User interviews help reveal gaps in training or system design.
Integration and Customisation Review
List all system integrations and test each connection to ensure smooth data flow. Review all custom code and confirm that customisations still align with current business processes. Retire or redesign outdated scripts, plugins or custom entities.
Security, Compliance and Governance Review
Check that role-based access controls are correctly configured and follow the principle of least privilege. Review audit logs, encryption settings, backup routines and compliance frameworks such as GDPR. Validate that third-party plug-ins adhere to security expectations.
Reporting, Analytics and Use of Insights
Assess the quality and relevance of dashboards and KPIs. Confirm that teams rely on CRM-driven reporting rather than offline spreadsheets. Validate that key metrics support operational oversight and that the system captures data required for accurate forecasting.
Producing the Audit Report and Acting on Findings
Summarise findings in a structured report, categorising issues by priority and outlining recommended actions. Include timelines, dependencies and owners for each task to ensure improvements are implemented. Establish a cycle of recurring audits to keep your Dynamics 365 environment aligned with evolving business processes.
Use audit insights to improve training, refine processes and strengthen data governance. Retire unnecessary customisations, improve integrations and streamline workflows. With clean, reliable data, teams can benefit from stronger reporting, better customer insight and greater operational efficiency.
Practical Tips for Running An Audit
When running a Microsoft CRM system audit, focus on maintaining control, minimising disruption and reinforcing long-term system stability.
Begin by conducting testing in a sandbox or non-production environment, allowing you to validate changes safely without risking operational continuity. Engage stakeholders from sales, marketing, service, administration and compliance to ensure the audit captures a full picture of how your CRM is used - and where improvements are needed.
Treat system documentation as a living asset. Keep integration maps, configuration notes, customisation details and governance policies updated and easily accessible. This strengthens resilience and simplifies future audits. Throughout your review, take advantage of Dynamics 365’s built-in auditing capabilities to monitor system changes, user interactions and data updates. These logs provide vital insight into historical behaviour and compliance.
Finally, embed regular CRM audits into your operational rhythm. A one-off assessment offers short-term value, but a recurring review cycle ensures your system continues to evolve alongside your business needs, maintaining performance, security and data quality over time.
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