Microsoft’s spring wave of Dynamics CRM 2016 will be available to online customers in this quarter of the calendar year. This release is focused on the integration of two of their recent acquisitions (FieldOne and Adxstudio), providing customers with market leading capabilities for field service and portal solutions for community engagement. Microsoft are also taking this opportunity to further extend their service capabilities with the introduction of project service. Microsoft’s full range of service solutions for self-service, agent-assisted service and onsite service, are helping customers transform customer service.
With the new capabilities introduced in the Spring wave to support field and project service, organizations will have the ability to schedule, manage and deliver onsite 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 intelligent, skills-based assignments. Through this service delivery foundation, project service and field service are brought together within the core CRM solution to help companies manage resources across all sources of demand – no other vendor in the market is doing this and these new capabilities make Dynamics CRM uniquely positioned to support the breadth of self, assisted and on-site service.
The CRM Spring 2016 wave also introduces community engagement through portal solutions. These 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. Portals for these communities are powered with the same data and processes accesses by traditional CRM users and organizations can easily configure the amount of information accessed by their communities, enabling more coordinated communications among different teams and facilitating a single, consistent voice.
To bring more intelligence and productivity to CRM, the spring wave introduces new guided 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, helping to drive business user productivity.
The intelligence capabilities of the solutions are also being enhanced 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. For example, a ski or snowboard manufacturer receiving posts with slang expressions such as “crazy” or “sweet” can adjust the model to reflect language commonly used by their communities. Going forward, sentiment analysis will understand these expressions reflect a positive comment. With automated triage, Microsoft Social Engagement will automatically detect intention in social posts and, using machine learning, route them as cases or leads into CRM – boosting sales performance and organizational efficiency.