Dynamics CRM 2016 – Notes from Presentation

Microsoft Canberra




Note: These are unedited shorthand notes taken from a presentation about the new features coming with Microsoft Dynamics CRM 2016 which launched recently (CRM Online) and will launch soon (On Premise).  Provided As-is.



Mike Hopwood, Duncan Haskins – CRM Specialists

Personal business assistant

– mines crm data and surfaces on mobile device

– link tasks to locations, e.g remind you to buy a lightbulb from Bunnings when you’re near a Bunnings


Intelligent customer service w/h AzureML

– data set analysis (case/notes) & suggest other cases & kbs

– crm online preview only


Relationship focus with Delve

– analysis of collaboration

– email interactions, document reviews

– documents from SP Online


[Video – Jersey Use Case]

CRM 2016 = Efficiency (Agility, ability to respond, data on the road).  Multi-purpose platform.


Mobile Expansion (some features in preview)

– Task based experiences

– CRM Online only (a common theme!)

– Document management (via SharePoint)

– Offline support enhanced

– Min 30 licensed users

– Leverages Azure mobile

– Mobile management

– Encryption at rest, iOS, Android & Win phone native clients

– Consistent UI X-platform

– Device optimised UX

– integration to One Note


Cortana still a little flaky…. Load times still slow… Recognition so-so


– mail merge and templates based on organisation (on mobile device), server-side config


Excel templating

CRM App for Outlook

– available soon

– server-side integration

– no need for client side installs

– Office365/CrmOnline only

– can sync to Exchange on premise


see pic for hybrid


– Private storage via OneDrive

[Demo – Outlook/Exchange Web Client]


CRM 2013 introduced the current UX approach


[Web Experience]


– Menus changed for second level menu items (last 6 months online)

– Excel spreadsheets can open native or inside Excel online

– Data changes inside Excel will propagate back to CRM.  Subject to CRM validation rules


[Improved Search]

– Result stack ranking

– Natural language support (inexact match)

– Cross-entity search capability

– Gameification: fantasy sales team

   o Achievements for tasks (e.g Xbox live style)

   o Encourages data quality, task completion


[Unified Service]

– Best of breed customer management

– Service desk (next gen) – replaces Unified Service Desk?  Integrated by default, added OAuth2 support, easier install

– kb article management (including versioning), can push to external portals


[Survey Tools]

– survey tools can be published (anon & known) for gauging service quality?

– can survey to track satisfaction against individual, organisation etc

– still in development, TBD


[Field Service Productivity]

– match qualified personnel to active jobs

– integrated for mobile

– manage supply chain data (related), e.g part orders

– Service dashboard (tier 1)

– Stats integrated (like VSTS)

– Record drill down (task/client view)

   o service history

   o time segmented, etc

   o push notifications – get updates in real-time

   o attaches relevant kbs

– metadata and telemetry integrated (activity history)

– basis for Azure ML functionality


[Social Engagement]

– enhanced analytics

– read customer sentiment (external)

– trawl social media for relevant topics

– leverage obvious social media tools

– realtime

– can use on internal comms (yammer, skype) to read internal sentiment


[Intelligent Social]

– What are people saying?

– Find cases/leads fast

– Supports multiple languages (60? languages)

– analysis & reporting

– global, national, local

– online only


[Dynamics Marketing]

– SMS campaign not available in Oz yet

– Campaigns and marketing supported

– modern ui (html 5)


[IRAP Certified]

– CRM Online certified

– Certified to store Unclassed (DLM)



– Dedicated route into AU Azure DCs

– For CRM Online (hot off the press!)

– Integrates prem to AZ DCs

– QoS


[Launch Dates – 2015/2016]

Dec 1 – CRMOnline (2016)

Dec 15 – CRM 2016 on premise

Jan/Feb – migration 2015-16 for existing customers

– Online first, On premise second (see second picture, below)

– Two releases per year (online & onprem)

Hybrid Solutions


Online First

About Rob Sanders

IT Professional and TOGAF 9 certified Enterprise Architect with nearly two decades of industry experience, 18 years in commercial software development and 11 years in IT consulting. Check out the "About Rob" page for more information.

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