Service Updates and Extended Intelligence Featured in Dynamics CRM 2016’s Spring Wave
Microsoft Dynamics CRM 2016’s Spring Wave will be available in Q2 of this year. This means updates to the recently released CRM 2016 and focuses on the service module, specifically the integration of two recent acquisitions FieldOne and Adxstudio. FieldOne incorporates field service management into CRM and Adxstudio brings portal solutions to enhance community engagement. In addition to service module updates, the Spring Wave offers extended intelligence features with guided engagement and new machine learning developments.
CRM 2016 service updates speak to the transition to more comprehensive solutions that include services and access to support and services teams. The full range service solutions enable self-service, agent-assisted service and onsite service, transforming customer service offerings for organizations.
Field service matches the requirements for service calls with the available resources providing end-to-end processes from case management through the completion of the work order.
Project service supplies multi-day projects with resources based on skills-based assignments.
The service delivery foundation available in the core Dynamics CRM 2016 solution brings both field service and project service together managing resources for all different levels of support and consulting. Microsoft Dynamics CRM is the only product in the market that offers this.
Community engagement capabilities through portal solutions that allow organizations to connect with customers, employees and other members of their business community.
Guided navigation provides application users with guided tasks and support personalized to the user, role based and contextual to make onboarding new users quick and easy.
There are two new machine learning scenarios for Microsoft Social Engagement as well: Adaptive learning powered by Azure Machine Learning enables users to customize sentiment scoring models and the system will learn to identify meaning in expressions used in social media and determine if they are positive or negative. Automated triage detects intention in social posts and using machine learning can route them as cases or leads into CRM.
For more information and additional resources for the Dynamics CRM Spring 2016 Wave read the announcement from Microsoft.