Microsoft Dynamics CRM 2016 Update - continued

This is a second part of the previous article.

So what's new in the CRM 2016 Update in the Service area?

Interactive service hub I am really looking forward to this feature, as it should make the work for service agents easier and more smooth.
MS says: "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."


External party access - new possibility to access the CRM from external application.

Knowledge management - this area was not updated for a while, so now we get the new version. Some of it comes from the Parature, which is great.

Also, with the new survey designer you can 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 follow-up actions that occur immediately. The only limitation is that, customers will need Azure subscription, so if you already have ClickDimensions, you will probably stick with it.

Unified Service Desk - Especially configuration and installation should be easier. Also custom control can now be distributed in the customization file.

Dynamics Marketing

Dynamics Marketing is taking over all the CRM marketing capabilities and Microsoft is focusing on this application rather then the existing Marketing module.
This app is not available in all markets and also the new features like SMS marketing will be limited only to certain countries.

Social Engagement

Support for RSS and  internal non-public sources like Yammer will be added.

Social Engagement will automatically detect potential leads versus cases.

Social center will let you publish tweets and Facebook posts.

Social Engagement will be available in the following languages:

English, French, German, Italian, Portuguese, Spanish, Arabic, Chinese, Danish, Dutch, Finnish, Greek, Hebrew, Japanese, Norwegian, Polish, Russian, Swedish, Thai, and Turkish.


Have a great day,
Michal