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Product Launch: Microsoft Dynamics CRM Spring Wave

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Overview

Microsoft are excited to introduce you to new services and features for Microsoft Dynamics CRM. Here is what we have launched:

  • Microsoft Dynamics CRM – Delivering powerful features to help customer service teams earn loyalty, drive resolution, and delight customers.
  • Microsoft Social Listening – Launched to allow people across an organization tap into the social conversation.
  • Microsoft Dynamics Marketing – Launched on 30th May to help marketers engage customers, build sales pipelines, and demonstrate impact.

What is included with this wave of releases?
This May Microsoft released the latest version of Dynamics CRM Online – and Service pack 1 for Dynamics CRM 2013 Server. The Spring ’14 release was delivered to our online customers as an Automatic service update with the option to opt in for additional Customer Service capabilities, and to our on-premises customers as an installable service pack (SP1). 

With Microsoft Dynamics CRM Spring ’14 we are delivering the solutions to help our customers market smarter as we expand the availability and capabilities of Microsoft Dynamics Marketing; and, combining the power of Parature with new Microsoft Dynamics CRM Customer Service capabilities, we will enable customer care organizations to provide care everywhere. Both of these activities are made even more powerful alongside the social capabilities that Microsoft Social Listening provides, enabling our customers to understand sentiment, set up alerts and identify influencers to inform their marketing, sales and care endeavours with social for everyone.​ 

Microsoft Social Listening is a powerful new analytics service that enables your organization to monitor social media channels like Twitter and Facebook. Use Social Listening to track products, brands, competitors, and campaigns globally, and in real time, to gain a true understanding of your customers and your business across the social web. With Social Listening, you can scour the web to see what people are saying about your company and products. You can track sentiment across channels, identify top influencers, stay on top of the latest information and trends, get competitive insights, and more.

Microsoft Dynamics Marketing helps you engage your customers as you bring your marketing vision to life, enabling today's marketers to plan, execute, and measure campaigns easily, from start to finish. Accelerate your marketing around one plan that's as agile as you are. Help reduce your time to market and improve brand consistency and message. Deep customer insights help you plan effectively and execute flawlessly. Microsoft Dynamics Marketing allows you to reduce the complexity of your campaigns, so you can focus on delivering amazing customer experiences at scale. The new Visual Campaign Designer makes marketing automation and email marketing a snap.

With Unified Service Desk, a powerful desktop designed to improve key business metrics such as Average Handling Time, First Call Resolution and Customer Satisfaction by providing agents a unified experience to access all of the tasks and applications across diverse environments required to complete customer interaction processes via any channel. Handle voice, chat, email in a unified experience, automate repetitive tasks using contextual interaction data (e.g. launching applications, performing searches, data entry) and handle multiple customer sessions simultaneously.  Customers can easily create agent desktop applications through a configurable interface within Microsoft Dynamics CRM.

Key talking points include:

  • Unified Service Desk (part of Dynamics CRM Online Enterprise Offering, or stand-alone via Dynamics Business Desk) 
  • Enterprise Case Management Social Listening Professional (part of Dynamics CRM Online Professional, Dynamics CRM Online Enterprise Offering or stand-alone)
  •  Dynamics Marketing Enterprise ( part of Dynamics CRM Online Enterprise or stand-alone)
  • Platform enhancements around Synchronization, SharePoint Integration and Document management
  • Extended Mobile support
  • Parature (separate stand-alone offering – see additional info below)

Click here to link to the “Get Ready” page.

There is also the option to test drive the new experience.

Once you complete the Test Drive, there is an option to do a free 30 day Trial as well.

 1. Self-help support resources 

There is a wide variety of information, training material, community forums, FAQs, blogs available off the central CRM Support landing page. 

From here you can select all the respective Help Center pages – for CRM, Marketing or Social Listening.

In addition, the Dynamics CRM Operational Resources page includes an interactive Operational guide as well as help on frequently asked questions.

2. Trial Support

Customers are eligible to free technical support while using the trial version of Microsoft CRM Online.  Click here for a free trial sign-up.

For a more guided CRM experience customers can also check out the Test Drive option

For Microsoft Social Listening you can also do a 30 minute Trial session, where you can explore the experience on your own. No free Trial support is provided.

For Microsoft Dynamics Marketing there are currently no public trials available.

A Test Drive Experience will be added shortly.

 

Additional

Info on Parature

Parature is a recent acquisition by Microsoft and is currently a stand-alone service. Sales, service and support functions for Parature are handled through a dedicated team and can be accessed here. Parature is not supported by standard Microsoft Customer Service and Support today, more information on support of Parature products and services can be found in the Parature Support Center.  Microsoft support plans do not cover Parature products or services today, Parature support offerings can be found here.

 
Parature Contact Information At-A-Glance

FURTHER DOCUMENTATION AND LINKS

General Dynamics product page

Support for CRM

CRM Online Pricing and Licensing Guide