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be taught the what, why, and hows of CRM 2016 on-line.
This chapter is from the booklet
Microsoft has made tremendous investments in Microsoft Dynamics CRM on-line to supply a cost-effective and whole-featured adventure for users. the combination with Microsoft office 365 on-line has streamlined the method and gives a chance for corporations to consolidate their office 365 and Microsoft Dynamics CRM online experiences.
This chapter is committed to the online version of Microsoft Dynamics CRM 2016. In some areas, this chapter explicitly notes ameliorations between On-Premises and online, however where it doesn’t, that you can anticipate that the textual content is set CRM online.
For more tips about On-Premises installations of CRM, SEE CHAPTER 29, “On-Premises Deployments.”
Microsoft Dynamics CRM is purchasable in three fundamental setting up options: On-Premises, CRM online, and associate hosted. This chapter covers CRM online, together with licensing, advantages and barriers, an operational overview of the features offered by Microsoft, and a e-book on the way to sign up and manage a CRM on-line instance.
Microsoft Dynamics CRM online is a Microsoft-hosted carrier that presents tight integration with the office 365 platform. Microsoft began providing CRM online right through the CRM 4.0 days, with shut function parity with what you possibly can get hold of the use of an On-Premises or associate hosted implementation. With the release of CRM 2011, the on-line offering changed into additionally up to date, and the transformations between the alternate options narrowed, however barriers imposed on account of a shared hosting atmosphere saved some groups from the use of this carrier providing. In 2012, Microsoft rolled out updates that extra narrowed the adjustments and more suitable safety, permitting CRM on-line to be a real first-classification citizen in the Microsoft CRM world.
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As the editor of MSDynamicsWorld.com, Jason oversees all editorial content on the site and at their events, as well as providing site management and strategy. He can be reached at jgumpert@msdynamicsworld.com.
Prior to co-founding MSDynamicsWorld.com, Jason was a Principal Software Consultant at Parametric Technology Corporation (PTC), where he implemented solutions, trained customers, managed software development, and spent some time in the pre-sales engineering organization. He has also held consulting positions at CSC Consulting and Monitor Group.
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Microsoft's Dynamics CRM 2016 software is just around the corner, and on Thursday the company revealed new detail about what it will include from a customer-service perspective.
Two months ago, Microsoft unveiled new aspects of the customer relationship management software relating to productivity. Now it's introducing enhancements to help agents deliver better customer service.
The updated Dynamics CRM will include new capabilities in three core areas: agent experience, machine-learning intelligence and social engagement.
"As organizations struggle with competitiveness around price and product, one of the things they're looking at as an opportunity for differentiation is customer experience," said Bill Patterson, general manager for Microsoft Dynamics.
At the same time, many organizations aren't equipped for the kinds of digital interaction that consumers increasingly expect, Patterson said.
"It's a huge divide for the customer-service team," he said. "They're under tremendous pressure, but the tools they're using weren't built for this generation of customers."
A new interactive service hub in Dynamics CRM 2016 aims to address at least some of those shortcomings. Real-time dashboards provide a single view of an agent's workload, with the flexibility to choose the order of case resolution. Interactive charts show work items and allow agents to "slice and dice" data about those items.
Agents also get access to Skype and Yammer, so they can chat with customers and peers for service resolution and collaboration.
The new Dynamics CRM will also tap Azure Machine Learning with an eye toward capturing agents' expertise and building on that knowledge each time the tool is used.
Customer-service teams face an average churn rate of 27 percent every year, Patterson said, so "you lose out on expertise over time." That, in turn, affects the quality of customer service, he said.
Using machine learning, Dynamics CRM will help to preserve that knowledge and compute answers for agents in real time, then enhance them over time. For agents, that can mean significant productivity gains, he said.
Finally, the new CRM software will help companies capture and leverage customer feedback through surveys to shape customer engagements with mobile and touch-enabled tools.
Customer-service agents can analyze feedback from a specific customer to respond to them individually, while the company can also look at aggregated feedback to achieve a better overall understanding of customer sentiment.
The software also leverages social channels. Azure Machine Learning can instantly track and analyze relevant sentiment via Microsoft Social Engagement so agents can interact directly with customers on social channels such as Twitter and Facebook, converting issues into cases when necessary.
Microsoft's recent acquisition of Adxstudio will help to power some of those capabilities.
Dynamics CRM 2016 is due by the end of the year. Microsoft will offer a new programmatic license for the technology as an add-on to Office 365. Pricing will be $50 per user, per month, for Office 365 Plan E3, E5 and Business Premium licensees.
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