What’s new in Microsoft Dynamics CRM 2016?


Microsoft Dynamics CRM 2016 continues on the journey to deliver Intelligent Customer Engagement to the market – helping companies deliver customer experiences that are personalized, proactive and predictive. The 2016 update includes all of our CRM services – Dynamics CRM, Parature, from Microsoft, Dynamics Marketing and Microsoft Social Engagement and covers 4 major themes, Productivity, Intelligence, Mobility and Unified Service.

Productivity – Microsoft is committed to reinventing the way companies think about productivity and business processes. Microsoft’s CRM capabilities are seamlessly embedded into productivity tools, including Office 365, so that sales, service and marketing professionals can leverage familiar tools that they prefer to use.

Intelligence – New in CRM 2016, Microsoft delivers intelligent processes for sales, service and marketing with the power of the Cortana Analytics Suite and machine learning. Microsoft has introduced capabilities like intelligent product suggestions (for up-sell / cross-sell) and recommended cases and knowledge to resolve customer service cases. Microsoft has harnessed the power of Machine Learning for sentiment analysis in Microsoft Social Engagement. Intelligent and contextual guidance is included throughout the entire customer journey.

Mobility – In CRM 2016, Microsoft continues to invest in mobile capabilities for tablets and phones with full offline mobile capabilities, the ability to create task-based mobile apps, Mobile Management with Microsoft Intune and next generation Cortana integration that surfaces CRM to drive proactive interaction and voice-driven CRM.

Unified Service – With CRM 2016, Microsoft delivers a single, unified solution for Customer Service across self, assisted and field service. This began with the integration of Parature knowledge management in the Spring, and continues with a new role driven agent experience, a native Knowledge Management solution in CRM and surveys to capture voice of the customer. Microsoft has also added Field service capabilities with the acquisition of FieldOne.


To Learn More about What’s New in Microsoft Dynamics CRM,
Get the “The Microsoft Dynamics CRM 2016 Release Guide“.