The latest wave of Dynamics CRM has gone live for general availability Microsoft has announced, adding several new key features to the software package.
Microsoft has announced the general availability of the Spring 2016 Wave of the Microsoft Dynamics CRM, with availability from May 23. As expected with this update, there are plenty of new features included, and the company says enterprise customers can take advantage of the features of the platform.
The software package gives customers the ability to manage customer service, projects, and field services under one platform. Microsoft says CRM Dynamics lets businesses use portals to interact with customers and partners, automate project and field services, and give employees numerous tools.
“It is more important than ever for businesses to develop and maintain in-depth understanding of their customers in order to provide them with predictive, proactive and personalized experiences. Microsoft Dynamics CRM Spring 2016 Wave offers powerful capabilities that help businesses connect more closely with customers, empower employees, create new business models, and ultimately transform their business and their industry.”
Among the changes in the Spring 2016 Wave of the Microsoft Dynamics CRM is field service and project service automation capabilities. This package includes field service, project service automation, and connected field service, all of which the company says can help partners manage employees in the field with project support.
“With our new field service and project service automation capabilities, organizations have the ability to schedule, manage and deliver onsite service, whether it be their field technician who is supporting multiple customers on a single day, or complex, multi-day projects.”
The new release also adds the ability for businesses to engage external communities through portal solutions that allow customers to extend Dynamics CRM to partners, employees, and customers. This update comes with a customer portal, employee portal, community portal, and a partner portal, all allowing quick communication.
New machine learning scenarios in Microsoft Social Engagement allow for improved analytics in business data, including adaptive learning that analyzes brand and campaigns through social media for success. Automated social triage “automatically detects intention in social posts and routes them as cases or leads into CRM. By more accurately distinguishing an eager potential buyer from a customer with a complaint that requires quick resolution.”