Things We Are Excited About in Microsoft Dynamics CRM 2016

Posted by Jen Bieker on January 20, 2016

You asked, Microsoft listened. Microsoft Dynamics CRM 2016 includes a set of shiny new features that will make even the toughest critics smile. Many of these are features that you’ve been asking for, or trying to build yourselves, for quite a long time. If you’ve been waiting for a reason to upgrade, here are 8. And did we mention they are all included with the price of a license?

Document Management and Storage

  • Trending documents dashboard from Office Delve
  • OneDrive consolidated view for any CRM record
  • 1-click document generation and download – no more mail merges and custom coding


  • Team-based, competitive, sales game to engage and create higher performance
  • Increase CRM user adoption while driving activities, and behavior with fun goals and metrics

Dynamics Marketing

  • Integrate SMS campaigns into multi-channel CRM campaigns
  • Transform online interactions to get a complete social media picture of your business and products
  • Automatically turn social engagements into cases and opportunities
  • Adaptive sentiment: create models or templates from past interactions
  • Automate triage: automatically detect intention in social posts and route them in CRM
  • Group collaboration: enable teams to collaborate, share streams and social posts

Voice of the Customer

  • New rule-based feedback capabilities – embed the voice of your customer back into CRM

Interactive Service Hub

  • Tailored experiences for role based tier 1 and tier 2+ agents
  • Real-time ‘all-in-one’ view of workloads
  • Interactive visual filters, granular filtering, and customizable displays
  • Configurable data streams for multiple entities with built-in queue and entity actions
  • Service intelligence with interactive Power BI dashboards


  • End-to-end field service management inside CRM – strengthen your service capabilities
  • Drive revenue, reduce costs, and deliver world-class customer service


  • Full offline mobile apps including offline editing options
  • Seamless experience between offline and online CRM
  • Document management – view business documents in context with the CRM data on your mobile device
  • App-to-app linking – now your add-ins and custom solutions will work in the CRM mobile app
  • Tablet apps are now extensible and integrate seamlessly


  • Dynamics CRM Online Sandbox Environments
  • Adxstudio – extend your CRM system with self-service web portals
  • Bulk Data Loader
  • Azure Machine Learning
  • Ecosystem Enablement for development

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