Following the recent inclination of a 'cloud first' release cycle, several of the Microsoft Dynamics CRM latest improvements leverage Office 365 and are exclusively for Dynamics 365 (Dynamics CRM Online). This release underlines Microsoft's investment in mobile CRM with a series of improvements to drive connectivity.
Major themes with the current Microsoft Dynamics CRM and Dynamics 365 release – Productivity, intelligence, mobility and unified service.
Productivity has been enhanced with the CRM app for Outlook, delivering key sales capabilities within Outlook desktop and mobile browser. Microsoft makes it even easier to stay productive by surfacing contextual information from Dynamics CRM / Dynamics 365 right into your inbox. The Microsoft Dynamics CRM App for Outlook makes it easy to track emails, add contacts from within an email and even create new records. With improved integration you will be able to view sales data in familiar excel templates, perform what-if analysis and export an analysis data in excel on your mobile device. You can now discover new content with Office Delve inside CRM which presents Trending Documents.
Improvements have been made for sales, service and marketing with Cortana analytics suite and by harnessing the power of machine learning for sentiment analysis in Microsoft social engagement. Dynamics CRM 2016 and Dynamics 365 is now able to provide intelligent product suggestions and recommendations to resolve customer cases.
Full offline capabilities mean your work is never disrupted by a network failure. There is the ability to easily create task-based mobile apps, new Mobile Application Management with Microsoft Intune and next generation Cortana integration driving proactive interaction and voice-driven CRM.
A single unified solution for customer service with a new survey designer. The interactive service hub is a new online experience with an interactive dashboard displaying key metrics. The case form design unifies customer interactions enabling agents to increase productivity with reduced clicks and navigation. An improved knowledge management base with new editing experience empowers one source of knowledge for the whole organisation. The unified service desk has additional features based on feedback as well as upgrades and patches.
For more on the latest releases of Microsoft Dynamics CRM which includes Microsoft Social engagement please see the full release guide which can be viewed here.