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Microsoft Dynamics CRM 2016

With Dynamics CRM – additional functionalities are added twice a year, in “waves”.

Several of the Microsoft Dynamics CRM latest improvements leverage Office 365 and are exclusively for CRM Online. Please check with us about which features required Office 365 subscription or Sharepoint online or Exchange online. This release underlines Microsoft's investment in mobile CRM with a series of improvements to drive connectivity.

Major themes with the latest Microsoft Dynamics CRM release


Dynamics CRM App for Outlook (CRM Online only): This new lightweight email tracking app makes it easy to track incoming or outgoing email and preview relevant CRM information right in your Inbox. Add contacts or create new CRM records to track email. Dynamics CRM App for Outlook works with Microsoft Outlook on the web (included in Office 365), Outlook for the desktop, or Outlook for Mac. It also works with phones and tablets.

Excel integration: View sales data in familiar Excel templates, perform what-if analysis, and upload the changes, all from CRM. Export and analyse data in Excel from your mobile device with added support for the CRM mobile apps (tablets and phones).

Document generation: Building personalised sales documents based on CRM data just got easier with document generation. With one click you can easily generate a document from CRM using predefined Word and Excel templates.

OneDrive for Business: Use the right storage option for the right situation. For example, store your private documents using the new OneDrive for Business option. For collaborative storage, use Office 365 Groups (CRM Online only), and to share documents with a larger team or the whole company, use SharePoint.


Office Delve (CRM Online only): Get content that's most relevant to what you're working on and what's trending around you. Add Delve to your dashboards to automatically search through documents and find that one document that helps you close a sale.

Cortana integration (CRM Online only): CRM 2016 takes Cortana integration to the next level, by embedding sales activities, accounts, and opportunities, to surface what's most relevant to salespeople at any time. This feature is coming after the CRM 2016 release.

Task flows (CRM Online only): Bring data from multiple entities together into a single user experience. For example, when you want to reach out to a contact on a deal, all relevant data is brought together in a coherent fashion so that you don't have to visit all the associated records (opportunities, contacts, and accounts).

Document management: View documents in the context of opportunities, cases, or any other entity, right in the CRM mobile apps. Seamlessly open various Office documents stored in SharePoint or OneDrive for Business from within the CRM mobile apps (tablets and phones).

Modern mobile friendly experience: Microsoft have added a variety of modern user interface (UI) controls, such as slider and calendar controls, for mobile apps. These new UI controls work across all mobile clients (tablets and phones) providing an engaging and immersive mobile experience.

Preview forms: With the new mobile form previewer, see your mobile forms before deploying to CRM mobile apps (tablets and phones). Configure once and deploy everywhere.

Mobile Management: Manage just about any device with Microsoft Intune, which provides mobile device management, mobile application management, and PC management capabilities from the cloud.

App-to-app deep linking: Other mobile apps (such as email or your custom web-based app) can now link directly to a record, view, or dashboard in CRM mobile apps. 

Interactive service hub: Dashboards and forms have been completely redesigned for the interactive service hub. Visual filtering and applied filtering in the new dashboards will help you prioritize your workloads and complete your most urgent tasks. The interactive service hub comes with a multi-stream dashboard for use by, for example, Tier 1 agents, and a single-stream dashboard for use by, for example, Tier 2 agents.

Knowledge management: With the new interactive service hub, you can also turn customer feedback and issues into knowledge articles. Use the rich text editor to create and manage articles that include embedded videos and images.

Field services: With field services, you can more effectively manage distributed services where technicians and mobile resources are on the road delivering service and support for your customers.

Survey designer: The new Voice of the Customer survey designer lets you create and send out questionnaires to collect feedback from customers about your products or services. Customers can take a survey on a phone, tablet, or computer. When a customer completes a survey, you can use rules to trigger immediate follow-up actions.

Unified Service Desk 2.0: Experience an improved setup that includes prerequisite installation, an updated wizard, and unattended support. Unified Service Desk now includes centralised auditing and diagnostics management, as well as the ability to distribute custom controls by using customisation files.

Service intelligence: An interactive Power BI dashboard provides Customer Service Managers (CSMs) with an aggregate view of customer service performance. This feature is coming after the CRM 2016 release.

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