Microsoft Dynamics CRM 2016 – Spring Wave Release
Catch the Spring Wave this Summer
Microsoft Dynamics CRM has launched its 2016 Spring Wave aiming to transform customer service. The new release focuses on the integration of two new acquisitions, FieldOne and Adxstudio. It will give customers market-leading capabilities for field service and portal solutions for community engagement. Service capabilities are also extended with the introduction of project service. Together, these offer a full range of service solutions for self-service, agent-assisted service and onsite service.
With the Spring Wave, project service and field service are brought together within the core CRM solution. Organizations will be able to schedule, manage and deliver onsite service, whether it be a field technician who is supporting multiple customers on a single day or complex, multi-day projects.
The CRM Spring Wave also introduces community engagement through portal solutions. These enable organizations to better connect with customers, partners and employees and offer a streamlined way to access information, obtain assistance and perform tasks.
New, guided navigation capabilities have also been introduced. These provide application users with personalized guided tasks and support, making onboarding of new application users quick and easy.
The intelligence capabilities of the solution have also been enhanced via the introduction of two machine learning scenarios for Microsoft Social Engagement – adaptive learning and automated triage. CRM users can customize sentiment scoring models and the system will learn from it to reach higher sentiment precision. Automated triage will help to automatically detect intention in social posts and route them as cases or leads into CRM.
Want to learn more?
Make your customer service a breeze this summer by contacting us to ask about the 2016 Spring Wave from Microsoft Dynamics CRM.