November 2015 brought mcaConnect’s international team to the city of Barcelona to attend the annual Microsoft Convergence conference. The event has changed in some ways – from what used to be a pure Dynamics conference, the theme has now shifted to cover a wide range of Microsoft business and productivity solutions, including Office 365, mobility and various garage projects – some of them highly interesting.

The biggest surprise probably came with the announcement of Microsoft Power Apps – an Office-like tool that allows users to design and release a simple mobile app that can connect to various data sources, retrieve and save data, take pictures, scan QR codes and more. It is currently launched in a preview mode and we’re looking forward to putting it into good use.

Dynamics CRM 2016 was released on the second day of the conference and it introduces a long list of enhancements. The area where the release really stands out is definitely the Service module that was significantly improved across the board. You can learn about the features in the list below.

What’s New in Microsoft Dynamics CRM 2016 for Sales:

  • CRM App for Outlook allows users to access CRM directly from within an Outlook email by choosing the Dynamics CRM tab. Track incoming email and view contextual Dynamics CRM information about the people sending you email, sales activities, cases, and opportunities.
  • Perform quick analysis of CRM data in Excel from within Dynamics CRM Online. Export, view, and analyze your data in Excel. Make changes, save, and upload to CRM Online in one click. No app switching required.
  • Improved on-the-go experiences makes opening files easier than ever by using the CRM Mobile App, SharePoint, and OneDrive for Business. With Microsoft Intune device management, IT can manage and secure CRM data across user devices.
  • Sales gamification comes to life with the integration of FantasySalesTeam, where you can set up contests, draft your team, and compete to become the sales champion. Have fun while you increase sales performance, revenue, and user adoption. To register for the upcoming English-only preview, please visit the FantasySalesTeam preview page.

What’s New in Dynamics CRM 2016 for Service:

  • Interactive service hub delivers role-based dashboards for Tier1 and Tier2 agents, ensuring they are working on the right cases at the right time. Interactive charts and drilldowns provide deeper insights for better customer support.
  • Knowledge management is now available and managed directly in CRM Online. This includes workflows, versioning, translation support, and feedback. Finding relevant support information is now easier than ever, letting your agents resolve cases and share information quickly.

What’s New in Dynamics CRM 2016 for Marketing:

  • SMS Messaging allows marketers to create both inbound and outbound campaigns and expands their multi-channel marketing capabilities. Initial limited geography availability in the U.S., Canada, U.K., and Singapore.
  • Opt-In/opt-out database is critical for ensuring that you are meeting customer privacy requirements. Track their specific choices to ensure you are communicating with them accurately and effectively.

What’s New in Dynamics CRM 2016 for Social:

  • Simplified publishing with the Social Center allows you to embed multimedia content in your content then publish these items directly as Twitter Tweets and Facebook posts.
  • Intelligent Social Insights inside the Social Center also shows Twitter author profiles for deeper insights into the people posting about your products and services, and includes details like total followers. Additionally, Social Engagement will automatically detect and create potential sales leads and support cases by analyzing content captured in social sentiment.

How You can get Familiar with Microsoft Dynamics CRM 2016:

  1. Read the Release Preview Guide for the complete list of capabilities and service investments.
  2. Watch the short video overview below to get a look at the new capabilities.
Adam Jenkins

Author Adam Jenkins

More posts by Adam Jenkins