What’s New in Microsoft Dynamics CRM 2016?

Predictive intelligence
Sell smarter with cross-sell recommendations from Cortana Analytics Suite and trending documents from Delve inside CRM dashboards.

Sales gamification
Have a blast selling with fun and creative sales contests that increase sales performance, revenue, and user adoption.

Sales productivity
Boost sales productivity with familiar and intuitive Office 365 solutions such as Outlook across desktop/mobile and Word & Excel templates.

Offline apps
Get work done anywhere, anytime with tablet and smartphone apps that work online or offline.

Mobile task flows
Complete frequent business processes faster on mobile apps.

Digital personal assistant
Get a complete and personalized overview of daily priorities, including key sales activities, accounts, and deals embedded in Cortana.

Redesigned Insights UI
Spot customer insight faster with a redesigned UI for customer and people data from InsideView that help sales reps engage with relevance.

SMS inbound messaging
Market smarter by integrating SMS marketing in your multichannel campaigns. Create inbound SMS campaigns with SMS keywords to get SMS opt-ins.

Database building for opt-in and opt-out
Maintain a database of opt-in and opt-out preferences.

SMS outbound messaging
Send promotional SMS messages to opted-in contacts. Track SMS campaign performance.

Email marketing enhancements
Engage customers with personalized multichannel campaigns. Create emails and toggle between WYIWYG and generated HTML. Use the media library directly from the HTML code.

Email marketing deliverability
Send high volume email with email deliverability, fault tolerance, logging and auditing services.

Interactive Service Hub
This new online UX provides role based scenarios to deliver tailored application experiences for agents and support team leads.

Knowledge Management
Immersive knowledge experience in CR includes KCS inspired workflows, versioning, translation support and feedback

Voice of the Customer
Rule-based, multi-channel enterprise feedback management capabilities embedded into customer engagements.

External Party Access 
Foundation to enable CRM to allow external parties to access CRM with the right level of permissions (e.g. Customer / Partner Portal scenarios).

Service Intelligence 
Role tailored service dashboards and predictive service intelligence for agent assisted engagements.

Field Service
Field Service completes the customer relationship loop by helping field employees sell to and service their customers.

Social Listening & Analytics
Listen and analyze to new source- boards/forums. Define custom sources via RSS.

Intelligent Social
Role-tailored for Sales to help find leads and understand buzz around targeted accounts. Automated triage of lead or case detection, and adaptive sentiment through machine learning.

Social Center
Publish tweets and Facebook posts, including multimedia content. Look up Twitter author profile information.

Social CRM
Create CRM actions like cases and opportunities from social posts.

Productivity & Customization
Enable collaboration through group creation and customizable user roles and -rights.

Sentiment & UI
14 additional UI and sentiment languages.

See the power of CRM 2016

CRM + Office365 pricing - US

CRM + Office365 pricing - UK


  • Surface trending documents with Delve
  • Immersive Excel templates and capabilities
  • Document generation from CRM – Word and Excel
  • Manage CRM documents across SharePoint, Office 365 Groups and OneDrive for Business


  • Machine learning for intelligent processes & sentiment analysis
  • Cross-sell recommendations
  • Auto-suggest similar cases and knowledge articles
  • Intelligent & contextual assistance


  • Full offline mobile on tablet and phone
  • Task-centered mobile apps
  • Streamlined document viewing and navigation with deep CRM links
  • Cortana integration: view core deals, accounts & activities

Unified Service

  • Interactive service hub for tailored agent experiences
  • Voice of the customer for multi-channel enterprise feedback
  • Third party access model
  • Knowledge management in CRM
  • Field Service with FieldOne

Learn how MSXI have been changing the game with CRM

MSXI is an international market leader in the world of retail networks and human capital solutions. They identified a need for detailed insight into how every aspect of the business was performing, as well as understanding how to uncover major opportunities to maintain their position of strength in a highly competitive marketplace.

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    The ROI of Everything CRM - supporting the business justification when selecting a CRM solution.

  • md365


    Ready to learn more about Microsoft Dynamics CRM 2016 through a personalized professional demo? Contact Fullscope today and start the conversation.

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    Learn how MSXI boosts sales management with cloud technologies

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