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The new Microsoft Dynamics 365, which includes CRM (Client Relationship Management) and Dynamics CRM Online 2016, includes a myriad of features that takes the CRM experience to the next level.
These latest improvements are focused on enabling businesses to deliver a better customer experience through enhanced productivity tools, machine learning intelligence, predictive capabilities and enhancements to the user experience, in particular for those in service based roles.
There are so many great features it’s hard to cover them all. Here’s my pick:
1. Social Engagement
Microsoft’s social engagement capability creates new opportunities for organisations to build and maintain relationships. It integrates with Dynamics CRM to allow you to search social media platforms, news, forums and custom sources such as blogs.
You can tailor views based on roles so sales people, for example, can find leads and get a feel of the conversations around targeted accounts. The user can then ascertain social buying signals, dissatisfaction or a need for more information—creating an opportunity to engage.
Social Engagement will automatically detect potential leads versus cases. Suggestions on leads coming in from social channels can increase sales performance and improve customer service by identifying potential cases.
Watch this video on Social Engagement:
2. Interactive service hub
If you work in a service-based organisation, you’ll love this. Dynamics CRM introduces a role-based experience where users can view their workload and interact with records through a real-time dashboard. Cases can be updated directly from the dashboard by selecting the case and the appropriate action.
Watch this video about Interactive Service Hub:
3. Knowledge Management
The new Knowledge Base article designer has an enhanced WYSIWYG (What You See Is What You Get) editor that allows you to embed videos and images. Articles can be scheduled to publish or expire at a nominated date. Knowledge can be enabled on any entity and over 80 languages are supported.
Articles can be shared with external users or analysed internally to better understand how information is used.
Watch this video on knowledge management:
4. Built-in training guides
Fast track user training with Learning Path in-app guides. Each guide is tailored to the user based on their role and other defined criteria. For example, if you’re a sales person, you’ll see guided help just for sales people.
Learning Path takes you through specific tasks step-by-step while using the CRM. It also provides videos, eBooks, and help topics in context just when you need them. You can also create your own guides specific to your organisation and any system customisations.
Watch this video on learning path:
5. Project management
Project service automation helps sales and delivery teams manage projects in the one platform so they don’t miss a thing.
Project managers and team members can share calendars, files and notes critical for collaboration to help deliver projects on time and on budget to their customers.
Internally, project managers can easily track and manage project status, progress, expenses, invoices, resources, etc. Externally, project status and tasks can be communicated to your customer via the customer portal.
Project service automation capabilities help you:
Watch this video on project service capabilities:
6. Manage your field workforce
Field service is perfect for service depots and highly mobile staff who need to fulfil work orders and provide preventive maintenance across multiple sites under complex service agreements. Reduce cost and improve customer service by getting the right people, with the right skillset to the right place and give them the right resources to do the job.
Schedule work, track inventory and manage assets. Benefits of field service capability include:
Watch this video on field service capabilities:
7. Analytics with enhanced Power BI (Business Intelligence) integration
For those who rely on data to make decisions, Power BI provides data analysis and visualisation capabilities to get better business insights. You can discover, analyse, and share data with the enhanced Power BI integration. What's new:
Watch this video on Power BI:
There's a lot to digest with the new features of Dynamics 365 and CRM Online 2016, so I’ve made it short and sweet for you.
Feel free to contact me for more information about Dynamics 365 and CRM capability.
Paul Griffin, Business Solutions Manager - Microsoft Dynamics
Phone +61 3 9922 5519
We will get back to you as soon as possible.