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 Good Gear Guide 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

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Matthew Stivala

HP OfficeJet 250 Mobile Printer

The HP OfficeJet 250 Mobile Printer is a great device that fits perfectly into my fast paced and mobile lifestyle. My first impression of the printer itself was how incredibly compact and sleek the device was.

Armand Abogado

HP OfficeJet 250 Mobile Printer

Wireless printing from my iPhone was also a handy feature, the whole experience was quick and seamless with no setup requirements - accessed through the default iOS printing menu options.

Azadeh Williams

HP OfficeJet Pro 8730

A smarter way to print for busy small business owners, combining speedy printing with scanning and copying, making it easier to produce high quality documents and images at a touch of a button.

Andrew Grant

HP OfficeJet Pro 8730

I've had a multifunction printer in the office going on 10 years now. It was a neat bit of kit back in the day -- print, copy, scan, fax -- when printing over WiFi felt a bit like magic. It’s seen better days though and an upgrade’s well overdue. This HP OfficeJet Pro 8730 looks like it ticks all the same boxes: print, copy, scan, and fax. (Really? Does anyone fax anything any more? I guess it's good to know the facility’s there, just in case.) Printing over WiFi is more-or- less standard these days.

Ed Dawson

HP OfficeJet Pro 8730

As a freelance writer who is always on the go, I like my technology to be both efficient and effective so I can do my job well. The HP OfficeJet Pro 8730 Inkjet Printer ticks all the boxes in terms of form factor, performance and user interface.

Michael Hargreaves

Windows 10 for Business / Dell XPS 13

I’d happily recommend this touchscreen laptop and Windows 10 as a great way to get serious work done at a desk or on the road.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?