Personalisieren Sie die Customer Experience in Ihrem Unternehmen, indem Sie Ihre Kunden zur richtigen Zeit, am richtigen Ort und in der perfekten Art und Weise involvieren. Hierbei geht es nicht um „one-size-fits-all“ Lösungen, sondern um durchdachte und angepasste Konzepte, die Sie mit Hilfe von Informationen aus Ihrem CRM bearbeiten können.
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CRM Online 2016 Update 1
Marketing 2016 Update
Microsoft Social Engagement
The guidance included in this document
reflects current release objectives as of March
2016. This document is not intended to be a
detailed specification, and individual scenarios
or features may be added, amended or
deprioritized based on market dynamics and
Please contact your salesperson for more
information on the pricing and licensing of
features contained in this release preview
Introduction ........................... 3
Key Investment Overview . 4
Sales ................................... 5
Service ............................... 6
Mobile ............................. 15
Intelligence .................... 16
Application Platform .. 17
Conclusion ............................ 19
Revision Summary ............. 20
Revised: March 21, 2016
Microsoft Dynamics Customer Engagement Solutions
Release Preview Guide 2
Positive customer experience is an increasingly important ingredient for companies to win and retain
customers. Customer engagement from Microsoft Dynamics CRM helps companies deliver
exceptional customer experiences, creating long-term relationships based on knowledge and trust.
Today, the process of engaging customers can't be one-size-fits-all. It needs to be adaptive across all
touch points and within the context of who your customer is and what they are doing. Intelligent
customer engagement enables your company to build customer trust, loyalty, and insight, while also
enabling your sales, service, and marketing professionals to be as productive as possible. With
customer engagement by Microsoft, we help your company deliver exceptional customer experiences.
Personalize customer experiences by engaging them at the right time, in the right place, in
the right way throughout the journey.
Create proactive experiences by determining the next best interaction with your customer
based on insights.
Make customer engagement predictive by leveraging internal and external data to identify
patterns and trends. Apply information to make recommendations or suggestions for how to
This document highlights the capabilities of the Dynamics CRM Spring 2016 Wave, which includes
updates to all online services, including Microsoft Dynamics CRM Online 2016 Update 1, *Microsoft
Dynamics Marketing 2016 Update, and *Microsoft Social Engagement 2016 Update that will further
our customers’ abilities to deliver amazing customer experiences. Microsoft Dynamics CRM Online
2016 Update 1, Microsoft Dynamics Marketing 2016 Update, and Microsoft Social Engagement 2016
Update - will be delivered as a customer driven update.
*Updates for Microsoft Social Engagement and Microsoft Dynamics Marketing 2016 are released on a monthly basis. For more information on the
release status visit https://www.microsoft.com/en-us/dynamics/crm-customer-center/get-ready-for-the-next-release.aspx
Microsoft Dynamics Customer Engagement Solutions
Release Preview Guide 3
Key Investment Overview
With Microsoft Dynamics CRM Spring 2016 Wave, we’re continuing on our journey to help companies
deliver exceptional customer experiences. This release is focused on the integration of two of our
recent acquisitions (FieldOne and Adxstudio), providing our customers with market leading
capabilities for field service and portal solutions for community engagement. We are also extending
our service capabilities with the introduction of project service, and we continue to invest in
enhancing our intelligence capabilities.
The Dynamics CRM Spring 2016 Wave includes updates to all online services, including Microsoft
Dynamics CRM Online 2016 Update 1, Microsoft Dynamics Marketing 2016 Update, and Microsoft
Social Engagement 2016 Update. The release covers 3 major themes: Transformative Service,
Community Engagement, and Intelligence.
• Field service enhancements for this release maximize effectiveness and customer satisfaction.
Our solution matches proficiency and competency requirements against available resources,
for even more intelligent resource allocation. Additionally, full integration with CRM provides a
consistent UI look and feel that spans case management through to work order completion.
• Project service is a new end-to-end solution that helps organizations deliver revenue-
generating customer engagements on-time and on-budget. It extends Microsoft Dynamics
CRM to provide a single system of engagement for project sales, delivery and billing that uses
optimized resourcing and intelligent, skills-based assignments. Our solution supports back-
office integrations to productivity and business applications, and offers a mobile experience for
customer-facing resources. Field and Project service share a resource pool, and scheduled
shared resources are surfaced in each application for enhanced visibility.
• Employee self-service and the ability to create an efficient and well-informed workforce is
now available worldwide through CRM and our new portal capabilities. Employee self-service
streamlines common tasks by empowering every employee with definitive knowledge.
With the recent acquisition of Adxstudio we will now have web portal functionality integrated into
Microsoft Dynamics CRM Online as an add-on offering. Portals allow organizations to extend their
Dynamics CRM engagement scenarios with self-service profile management capabilities, rich content
publishing, secure access and