CRM 2016 - What's New?

So what is new in the Microsoft Dynamics CRM 2016 release?

Productivity - Microsoft is committed to reinventing the way companies think about productivity and business processes. They build CRM capabilities so they are seamlessly embedded into productivity tools, including Office 365 so that sales, service and marketing professionals can leverage familiar tools that they prefer to use. In CRM 2016, there is an enhanced CRM app for Outlook, they harness the power of Office Groups, deliver Excel templates on top of the immersive Excel added in the spring, surface trending documents from Delve, make it easier to create personalised sales documents in word and make it seamless to access contextual CRM documents across SharePoint, Office 365 Groups and OneDrive for Business.


Intelligence - With CRM 2016, Microsoft delivers intelligent processes for sales, service and marketing with the power of the Cortana Analytics Suite and Machine learning. They are introducing capabilities like intelligent product suggestions (for up-sell / cross-sell) and recommended cases and knowledge to resolve customer service cases. They are harnessing the power of Machine Learning for sentiment analysis in Microsoft Social Engagement. Microsoft are also baking intelligent and contextual guidance into CRM throughout the entire customer journey.

Mobility - In CRM 2016, Microsoft continues to invest in mobile capabilities for tablets and phones with full offline mobile capabilities, the ability to create task-based mobile apps, Mobile Application Management with Microsoft Intune and next generation Cortana integration that surfaces CRM data to drive proactive interaction and voice-driven CRM.

Unified Service - With CRM 2016, Microsoft delivers a single, unified solution for Customer Service across self, assisted and field service. This began with the integration of Parature knowledge management in Spring 2015, and continues with a new role driven agent experience, a native Knowledge Management solution in CRM and surveys to capture voice of the customer. Microsoft has also added Field service capabilities with the acquisition of FieldOne.

Microsoft is also investing in Dynamics Marketing and Microsoft Social Engagement. They’re adding SMS as a marketing channel to our multi-channel campaigns, and are increasing the sources and sentiment languages for social. Microsoft is also introducing the concept of Intelligent Social with social selling, automated triage and adaptive sentiment.

Why not try the test drive site, that will walk you through the online functionality you might like to use. For more information click here.

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