Microsoft Dynamics CRM 2016 Release Guide.pdf
  
Intelligent customer engagement with CRM 2016
 
Microsoft Dynamics CRM 2016 continues Microsoft’s journey to deliver intelligent customer engagement.
CRM 2016 brings everything Microsoft has to offer in productivity and intelligence into a single experience.  New features cover 4 major themes:
Productivity
·         An enhanced CRM app for Outlook, harnessing the power of Office Groups
·         Deliver Excel templates on top of the immersive Excel
·         Create personalised sales documents in Word
·         Access to contextual CRM documents across SharePoint, Office 365 Groups, OneDrive for Business
Intelligence
·         Intelligent processes for sales, service and marketing powered by the Cortana Analytics Suite and Machine learning
·         Product suggestions for up-sell/cross-sell
·         Recommended cases and knowledge to resolve customer service cases
·         Sentiment analysis in Microsoft Social Engagement
Mobility
·         Full offline mobile capabilities (for Online customers)
·         The ability to create task-based mobile apps
·         Mobile Application Management that surfaces CRM data to drive proactive interaction and voice-driven CR
Unified Service
·         A new role driven agent experience, a native Knowledge Management solution and surveys to capture voice of the customer 
·         Field service capabilities using FieldOne
·         SMS is now a marketing channel
 
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