Are you ready for the Dynamics CRM Spring 2016 Wave? This overview video from Microsoft gives a great introduction on what you can expect.
With the new capabilities we’re introducing in our Spring 2016 Wave to support field and project service, organizations now have the ability to schedule, manage, and deliver on-site service, whether it be their field technician, who is supporting multiple customers on a single day, or complex multi-day projects.
Field service matches the requirements for service calls with the available resources, and end-to-end processes span from case management through to work order completion.
Project service enables complex multi-day engagements and optimizes resourcing with intelligence skills base assignments. With our new field in project service capabilities, we are the only vendor in market to support the breadth of self, assisted, and on-site service.
The Spring 2016 Wave also introduces community engagement through portal solutions. Our portal capabilities enable organizations to better connect with customers, partners, and employees and provide these groups with a streamlined way to access information, obtain assistance, and perform tasks. We're taking a unique approach where portals for these communities are powered with the same data and processes accessed by traditional CRM users.
Guided user navigation
To bring more intelligence and productivity to CRM, the Spring 2016 Wave introduces new guided user navigation capabilities that provide application users with guided tasks and support personalized to the user. These new capabilities are role based and contextual, making onboarding new application users quick and easy to drive business user productivity.
We are also enhancing the intelligence capabilities of our solutions with the introduction of two new machine learning scenarios for Microsoft social engagement, adaptive learning and automated triage. Adaptive learning, powered by Azure machine learning enables users to customize sentiment scoring models and the system will learn from it to reach higher sentiment precision. Intention analysis automatically detects customer intent based on the content of a social post. Automation rules can create leads for your sales reps or cases for customer issues reported on social media.
By CRM Software Blog Editors, www.crmsoftwareblog.com