Microsoft Dynamics CRM gets spruced up for spring with new IoT-minded features

Coming in Q2, the release will also bring new machine-intelligence capabilities

Guided navigation features in Dynamics CRM 2016's spring wave help onboard new users. Credit: Microsoft

Guided navigation features in Dynamics CRM 2016's spring wave help onboard new users. Credit: Microsoft

Microsoft made two key acquisitions last year with the explicit purpose of integrating them into Dynamics CRM, and on Wednesday it announced a spring wave of the customer relationship management software that brings those additions to light.

Coming to online users in the second quarter of this year, the new release focuses on the integration of FieldOne and Adxstudio technologies for new field-service and Web-portal capabilities. It will also introduce project service, an offering that's designed to support complex, multi-day engagements and optimize resourcing with skills-based assignments.

"With IoT technology there is a whole new opportunity to monitor device data, detect anomalies and proactively identify next best actions for maintenance and repairs," wrote Jujhar Singh, general manager of Microsoft Dynamics CRM, in a blog post.

To provide such services, companies can now tap not only their internal resources but also those of third parties, Singh pointed out.

"Through our service-delivery foundation, we bring project service and field service together within the core CRM solution to help companies manage resources across all sources of demand," he said.

The CRM Spring 2016 wave also introduces new Web-portal capabilities for community engagement -- a result of the Adxstudio acquisition -- as well as guided navigation features for users.

Two new machine-learning tools, meanwhile, are coming to Microsoft Social Engagement. With automated triage, for example, Microsoft Social Engagement will automatically detect intention in social posts and, using machine learning, route them as cases or leads into CRM.

"Many vendors are beefing up their field-service offerings, which shows that IoT and automated services at so many levels are still not enough," said Denis Pombriant, managing principal at Beagle Research Group. "Sometimes you just have to be onsite for a customer, but you need to provide services as cost effectively as possible."

Last month, competitor Salesforce unveiled Field Service Lightning with a similar purpose.

Community engagement is also "a huge need and opportunity," Pombriant said.

In general, "notice how all vendors are making announcements about things that were once peripheral to CRM's stovepipes but that are nonetheless part of CRM," he added. "That's good for the industry."

Join the newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection

Tags Microsoft

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Katherine Noyes

IDG News Service
Show Comments

Cool Tech

SanDisk MicroSDXC™ for Nintendo® Switch™

Learn more >

Breitling Superocean Heritage Chronographe 44

Learn more >

Toys for Boys

Family Friendly

Panasonic 4K UHD Blu-Ray Player and Full HD Recorder with Netflix - UBT1GL-K

Learn more >

Stocking Stuffer

Razer DeathAdder Expert Ergonomic Gaming Mouse

Learn more >

Christmas Gift Guide

Click for more ›

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

David Coyle

Brother PocketJet PJ-773 A4 Portable Thermal Printer

I rate the printer as a 5 out of 5 stars as it has been able to fit seamlessly into my busy and mobile lifestyle.

Kurt Hegetschweiler

Brother PocketJet PJ-773 A4 Portable Thermal Printer

It’s perfect for mobile workers. Just take it out — it’s small enough to sit anywhere — turn it on, load a sheet of paper, and start printing.

Featured Content

Product Launch Showcase

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?