Chapter 2. New Features of Microsoft Dynamics CRM 2016
In This Chapter
Office 365 and Outlook Enhancements
Platform and Architecture Changes
New Support and Pricing Options
Microsoft Dynamics Marketing (MDM)
As indicated in Chapter 1, “How This Book Is Arranged,” Dynamics CRM has undergone significant change since the publication of Microsoft Dynamics CRM 2013 Unleashed. This book covers a majority of the features in Microsoft Dynamics CRM 2016, and this particular chapter showcases the newest features introduced with Dynamics CRM 2016.
It is important to understand the cadence at which Microsoft rolls out changes and updates and why CRM 2016 is unique. Typically, Microsoft rolls out updates to the Online version of CRM first and then to the On-Premises version. Dynamics CRM 2016 is considered a “major” release, however, and it is being released jointly to Online and On-Premises customers as either an upgrade or a new application.
Note
Throughout this book, we talk about features that are available for both Online and On-Premises or only Online or only On-Premises.
Many people wonder what exactly Dynamics CRM 2016 is. Microsoft has made several acquisitions over the past few years and has rolled these products under the Dynamics CRM umbrella. As a result, when we talk about Dynamics CRM, we include (and possibly differentiate between) the following:
Dynamics CRM 2016
xRM (version 2016)
Parature
Yammer
Social Engagement
Microsoft Dynamics Marketing
FieldOne
FantasySalesTeam
Voice of the Customer
ADX Studios
All these are considered part of the suite of Dynamics CRM solutions, and the list continues to grow as Microsoft expands its service offerings.
Note
Several of the products mentioned in this section are standalone products, which means they can be purchased separately from Dynamics CRM.
Major investments by Microsoft in the underlying platform have resulted in increased performance and scalability for users. This chapter outlines a majority of these changes.
Tip
The term platform is used throughout this book to refer to CRM/xRM as the base from which the suite of products and/or custom extensions are derived.
Forms and the Interface
Microsoft has continued to invest in an application interface that can be used easily across both regular computers and touchscreen and tablet interfaces. The following sections discuss the navigation updates to Microsoft Dynamics CRM.
Enhanced Navigation
The navigation bar in earlier versions of Microsoft Dynamics CRM forced users to scroll to the right to find what they needed. In Microsoft Dynamics CRM 2016, the navigation bar has been modified to include a larger number of icons, which makes it easier to work with. Figure 2.1 shows the new navigation bar.
In addition, you can now quickly navigate to form sections by selecting the drop-down near the entity topic. Figure 2.2 shows this option selected.
Themes
Perhaps one of the most compelling features is the ability for system administrators to customize the look and feel of the application by using themes to brand Microsoft Dynamics CRM.
Figure 2.3 shows a theme applied to Microsoft Dynamics CRM, including the option for a custom logo in the top left.
For more information about how to customize the themes and configure the system, SEE CHAPTER 22, “Customizing the System.”
New Forms Rendering Engine
With the release of Microsoft Dynamics CRM 2015 Update 1, Microsoft significantly increased the loading time for its forms. This version, previously known as Turbo Forms, loads forms faster and more efficiently, with little no impact to end users.
Note
While the forms were designed to be compatible, a new dialog was added that displays script errors for unsupported customizations.
The new rendering engine parallelized many of the loading operations, and the cache was increased, changing the load time of a form from a linear process to an optimized one.
Some conditions cause the new forms to break. Administrators can run the CRM 2015 custom code validator to confirm support for new forms. In the event of failure, the system still supports legacy forms; to use them, just navigate to System Settings and select Use Legacy Form Rending at the bottom of the General tab.
Quick Search
Microsoft Dynamics CRM now includes global search capabilities. To take advantage of Quick Search, select the magnifying glass and type in your search (which can include wildcards, such as *). Figure 2.4 shows the search results for the letter a, across entities. You can drill down into the results directly from the Quick Search results.
System administrators can configure Quick Search for up to 10 entities, including customizing the entities searched and the order in which results are presented.
Tip
Quick Search does not eliminate or replace Advanced Find, which allows users to develop and use intricate search parameters.
Enhanced Templates
You can upload document templates, or preconfigured reports, using either Excel or Word into Dynamics CRM.
For more information about working with templates, SEE CHAPTER 21, “Office Integration.”
Note
Templates were previously available only for Word documents.
Figure 2.5 shows the new template options in Dynamics CRM. You can easily either create templates from scratch or upload your own custom templates.
Hierarchy Visualization
Microsoft has added a new way to look at relationships between records for accounts, campaigns, cases, contacts, opportunities, orders, products, quotes, teams, and user entities. Figure 2.6 shows an example of the hierarchy relationship visualizations.
A hierarchy relationship visualization allows users to easily see relationships and navigate through the system by drilling down on the selected record. This functionality is even available on mobile devices.
Tip
Microsoft added new language options in Advanced Find for the hierarchies. The option Under and Not Under allows users to query relationships expressed as hierarchies.
Note
Microsoft enhanced the security model for working with hierarchies by including the Management Chain and Position Hierarchy options. These new options provide additional security for users at hierarchical positions.
For more information about hierarchies, SEE CHAPTER 22.
Entity/Field Enhancements
Whereas field-level security was previously available only for custom fields, it has been extended to every field in Microsoft Dynamics CRM 2016.
For more information about field-level security, SEE CHAPTER 22.
Business Flow Branching
For business process flows, users can add branching (introduced in CRM 2013), based on criteria defined for the process flow.
While only one active process per record is possible, the business process flow can span up to 5 entities and have as many as 30 stages per process.
Product Catalog Configuration
With new product catalog configuration options, system administrators can configure the product catalog to contain fewer SKUs, create product and service bundles, and define up-selling and cross-selling of products.
In addition, as shown in Figure 2.7, product line items on an opportunity can have suggestion opportunities that allow for easy up-selling and cross-selling.
For more information about how to configure the product catalog, SEE CHAPTER 17, “Settings.”
Calculated and Rollup Fields
Microsoft Dynamics CRM supports the ability for the system to calculate across entities automatically and return, in read-only form, the values specified. For example, you might want to do this on an account record that shows the total number of cases that a customer has opened. Using a calculated field, you might want to calculate the total number of all the closed orders.
For more information about calculated and rollup fields, SEE CHAPTER 7, “Working with Sales.”
Service Improvements
Microsoft has put significant effort into the concept of customer service with this release of Dynamics CRM. Integrated tools, knowledge management, and interactive dashboards provide a new level of service intelligence for users of Dynamics CRM 2016.
The Interactive Service Hub
New to this version of Dynamics CRM is the concept of dedicated dashboards for customer service scenarios. Designed as a centralized one-stop spot for configured information, these dashboards allow agents and managers to easily navigate from the displayed data.
These new dashboards, referred to as interactive experience dashboards, are configured in the dashboard customization area of Dynamics CRM. You can configure them using a variety of options, and they are solution aware and have the same security options as regular dashboards.
Note
The experience dashboards in the interactive service hub are configured through Dynamics CRM in the regular customization area, but to access these special dashboards, you need to navigate to the interactive service hub, using a different URL than your regular CRM instance. The URL for Online is:
https://<ORG NAME>.crm.dynamics.com/engagementhub.aspx
The URL for an On-Premises deployment is:
https://<CRM SERVER>/engagementhub.aspx
When accessing the interactive service hub, users have two options for interacting with data, depending on the type of data stream they want to work with:
Multi-stream—Just as it sounds, multi-stream provides data over multiple data options, such as different entities or views.
Single-stream—Single-stream provides data from a single source, such as one entity.
Microsoft has further positioned the streaming concept in terms of customer service tiers, aligning multi-stream with tier 1 service/support and single-stream with tier 2 service/support. While either type of streaming can be configured and used in either tier, tier 2 agents have a much more focused need on their relevant data (which is the reason for the single stream), whereas tier 1 agents have a requirement for multiple data sources.
When you first navigate to the interactive service hub (using the URL previously noted), you see the screen shown in Figure 2.8.
Once the interactive service hub is configured, customer service agents can use the interactive dashboards to manage cases by drilling down and creating cases in real time, as shown in Figure 2.9.
SEE CHAPTER 10, “Working with Service,” and CHAPTER 11, “The Interactive Service Hub,” for more information.
Surveys: Voice of the Customer
Thanks to the purchase of Mojo Survey in early 2015, Microsoft Dynamics CRM 2016 now includes the ability to send surveys. This feature, called Voice of the Customer, is found in the MDM part of Dynamics CRM and includes easy-to-configure and easy-to-manage survey tools with aggregated data available to the organization for reporting and analytics.
SEE CHAPTER 34, “Voice of the Customer,” for more information on working with this feature.
Parature
Parature provides organizations the ability to more effectively manage the customer engagement experience, including the following:
Real-time chat capabilities
Knowledge management
Interactive support options (ticket tracking, etc.)
All this is done via a portal delivered by Parature and integrated with Microsoft Dynamics CRM.
A number of features have been added to Microsoft Dynamics CRM since CRM 2013, including the following:
e-commerce integration, including integrated billing and purchasing within Dynamics CRM
Expanded social networking support, including Facebook, Twitter, YouTube, and Instagram
Information on what the customer searched for, for more proactive customer management
Integrated knowledge
Case management via mobile
Enhanced portal options
Multilingual support for more than 40 languages, including the following options:
Right-to-left display options in the portal
Custom translation
Ability to link translations to articles or files
Live chat with real-time machine translation
Ticket routing based on the customer’s preferred language
Search enhancements
Reporting enhancements
For more information about Parature, SEE CHAPTER 12, “Parature for Microsoft.”
Unified Service Desk (USD)
Unified Service Desk (USD) has been updated and provides an extension of the service features available for Microsoft Dynamics CRM that are commonly used in call center and agent help organizations.
USD is a separate application that is installed on a client’s workstation and connects to a Dynamics CRM instance. It is a rich application that allows agents to manage service issues and open, in a single window, records related to the caller.
Note
USD actually shipped as part of the Spring 2014 release of Dynamics CRM 2013, but it was too late to be included in Microsoft Dynamics CRM 2013 Unleashed so is included here.
USD is a free application from Microsoft that you can download by searching Microsoft for “Unified Service Desk Dynamics CRM” or by navigating to www.microsoft.com/en-us/download/details.aspx?id=50355.
USD includes the following features:
Enhanced installation, administration, and user experience
Integrated knowledge management with Parature
New security roles specific for USD
Advanced settings for configuration, including support for OAuth and enhanced integration options
For more information about USD, SEE CHAPTER 13, “Unified Service Desk (USD).”
Social Engagement
Previously named Social Listening (prior to CRM 2015 Update 1), Social Engagement is a tool for social management, providing expanded opportunities for connecting and engaging with customers. Figure 2.10 shows the redesigned interface for Social Engagement.
Note
Social Engagement is a standalone product, purchased separately from Dynamics CRM.
Four major revisions have been made to Social Engagement:
The user interface has been simplified now provides centralized information.
New social analytics and dashboards can be displayed.
Configurable monitoring streams allow for customer engagement by channel.
Facebook or Twitter can be used for customer engagement.
For more information on Social Engagement, SEE CHAPTER 14, “Microsoft Dynamics Social Engagement.”
Integrated Knowledge
Users of Dynamics CRM can now enjoy the knowledge options from Parature, including the following:
Automatic suggestions based on search results
Filtering options
Article use action options
The ability to add the knowledge search to any entity, including custom entities
Enhanced Case SLA
Introduced with Dynamics CRM 2015 is the concept of Enhanced service-level agreements (SLAs).
Note
SLAs prior to CRM 2015 are now referred to as standard SLAs and can still be created when necessary.
Enhanced SLAs provide the ability to pause an SLA so that time isn’t considered in the calculations, add success actions to an SLA, and track SLA status directly on the case form and through the SLA KPI record type.
Also new to the case form, is the ability to add a native timer control that can manage the case time. Figure 2.11 shows the timer control options on a form.
For more information about the changes to the case entity, SEE CHAPTER 10.
Office 365 and Outlook Enhancements
With tighter integration with Office 365 via the Online Administration Center, office products such as Excel, Outlook, Delve, OneNote, OneDrive for Business, and SharePoint, Dynamics CRM 2016 offers a truly immersive Office 365 experience.
The following sections explains some of the enhancements and new features.
Excel Integration
Excel has been integrated directly into Dynamics CRM. This eliminates the need to open a separate application to work with data, as Dynamics CRM maintains the state and context of the data. Figure 2.12 shows account data in Dynamics CRM (notice the Export to Excel option selected in the navigation menu), and Figure 2.13 shows the same data loaded into the inline Excel format for editing.
For more information about working with Excel and Dynamics CRM, SEE CHAPTER 21.
Microsoft Dynamics CRM App for Outlook
There is now a dedicated application that works directly within your Office 365 or Outlook Web Access environment to allow you to work with Dynamics CRM data. This app is not as feature rich as the complete Outlook client, but it provides essential functionality not previously available.
Figure 2.14 shows the Microsoft Dynamics CRM app for Outlook. This application extends Microsoft Dynamics CRM tracking capabilities directly within the Office 365 Outlook experience—a feature that was previously reserved for the full version of Outlook only.
The Microsoft Dynamics CRM app for Outlook can be downloaded from the Office Store and must be enabled by the system administrator.
As discussed shortly, users can set up specific folders within Exchange and then place email messages in those folders to have them automatically tracked. This is especially ideal for users who are on their mobile devices.
For more information about email options, SEE CHAPTER 20, “Email Configuration.”
Server-Side Synchronization Enhancements
Before Dynamics CRM 2016, users were limited in their deployment and configuration options to Exchange. The limitation was that CRM Online did not have an integration to Exchange On-Premises.
With Dynamics CRM 2016, users can perform the following server-side synchronizations:
CRM Online to Exchange Online
CRM Online to Exchange On-Premises
CRM On-Premises to Exchange On-Premises
Note
CRM On-Premises to Exchange Online is not currently supported.
In addition, there is a new dashboard available for monitoring the health of the mailboxes, as shown in Figure 2.15.
Exchange Synchronization Folders
As mentioned earlier, users can now set up folders that automatically track the emails they contain. This is extremely helpful for mobile users, as they can simply move a message into a folder on their device to have it tracked. It is also helpful for Outlook Web Access and Outlook for Mac users, who don’t have a rich client plug-in that gives them the capability to track emails.
Outlook
Arguably one of the best features of Microsoft Dynamics CRM is the tightly coupled integration with Outlook. It is this feature that allows Microsoft to continue to deliver a consolidated application for its users.
For more information about email options, SEE CHAPTER 19, “Outlook Configuration.”
Two important enhancements have been made related to Outlook:
Configuration—The Outlook configuration wizard has been redesigned, and new functionality gives users new synchronization options. In addition, system administrators can control synchronization.
OAuth—Available for both CRM Online and On-Premises, multifactor authentication (MFA) through the OAuth 2.0 framework now enables users to authenticate with access tokens instead of credentials.
Note
MFA can be used only with Office Outlook 2016.
OneNote, OneDrive for Business, Delve, and Office 365 Integration
OneNote is now embedded inside Microsoft Dynamics CRM, allowing users to work directly within Dynamics CRM on OneNote. OneNote allows users to capture much more than notes; it can also be used for voice, photos, and freehand drawings. Figure 2.16 shows OneNote within Dynamics CRM.
Along with this integration, Microsoft Dynamics CRM allows for group collaboration across the Office products, and users don’t need to have access to Microsoft Dynamics CRM to share details related to accounts or opportunities.
Note
In order to use integrated OneNote, users must have a subscription to Office 365.
OneDrive for Business
For deeper collaboration options, OneDrive for Business, which is part of SharePoint Online, provides another option for document storage and sharing/collaboration.
Office Delve
Office Delve allows Dynamics CRM users to search across multiple organizational silos and offers both relevant and trending documents directly to users.
For more information about OneNote, Delve, OneDrive for Business, and Office 365 integration, SEE CHAPTER 21.
CRM Online to SharePoint Online
CRM Online to SharePoint On-Premises
CRM On-Premises to SharePoint Online
CRM On-Premises to SharePoint On-Premises
When setting up and configuring SharePoint to work with CRM, system administrators need to enable server-based SharePoint integration.
Tip
When possible, Microsoft recommends using the server-based SharePoint integration option because it provides the following benefits:
Single sign-on to both CRM and the SharePoint instance
Richer CRM experience, with SharePoint actions available from CRM and SharePoint documents displayed in CRM lists
In addition—and most importantly—the List Component (a Microsoft supported mechanism for enabling communication between SharePoint and CRM) will likely not be continued for future environments, as it has been deprecated by Microsoft.
Note
It is possible to switch between the List Component and server-based integration by setting up and configuring the server-based integration and then deactivating and deleting the List Component from the SharePoint site collection.
Platform and Architecture Changes
A host of improvements to the Dynamics CRM platform have been added since the 2013 release. These improvements allow users to scale broadly across the globe and control the environment in which they’re developing.
Development and Test Instances
Sandbox support including resetting and copying is available to preview instances. In addition, system administrators can perform the following:
Delete sandbox instances
Restore instances from backups
Make backups
Download backups to Azure storage subscriptions
Manage storage limits across instances
Switch instance types between production and sandbox instances
These features allow development organizations to safely make changes to their environments and at the same time safeguard against data loss.
Multi-geo Instance Support
Organizations can take advantage of the fact that Microsoft has multiple data centers around the world and that Microsoft Dynamics CRM allows for instance provisioning in foreign data centers to support users in that geo. Organizations that support multiple geo regions can provision instances of CRM in specific geos, within a single tenant.
Note
This feature was announced as part of the 2015 Update 1 release but was not available to test at the time of release.
Tip
The upside to this is that the administration of the users via the tenant is much easier than in a tenant-by-tenant model. However, the downside is that data replication might be necessary between instances, so be sure to consider the ramifications when considering this type of deployment.
API Enhancements
The following are the major API enhancements since CRM 2013:
Alternate keys—You can allow integrations to work within Microsoft Dynamics CRM by creating key columns that external data sources use instead of the GUID.
Transaction batching—You can have batch transactions occur or roll back gracefully.
Upsert—Upsert allows records to be created or updated at the same time, using only one API method call.
Optimistic concurrency—Record updates can occur at the same time as a check to ensure that no previous update to the same record will cause an error.
Change tracking—Server-to-server one-way data synchronization is possible, with change tracking for only those records that have had changes made.
OData V4 endpoints—OData V4 endpoints (available in preview at the time of this writing) are available for system integrators to begin development and testing against. This feature is also referred to as the Web API and offers better performance than previous OData endpoints, returning JSON instead of XML.
API preview—Now system configurators and developers can experiment against future releases (and provide feedback) by testing code against v.NEXT versions of the code. To use this feature, you must turn it on in System Settings (as shown in Figure 2.17).
For more information about software development kit (SDK), SEE CHAPTER 26, “Process Development.”
Solution Enhancements
New to Microsoft Dynamics CRM 2016, solutions can be exported with only selected entity components. Previous versions, in contrast, required all components for solution exports, via solution segmentation.
For more information about working with solution segmentation, SEE CHAPTER 26, “Process Development.”
External Party Access
Microsoft understands that external users will interact with the data contained in Dynamics CRM. Typically this is done through self-service and/or portal access, with customers accessing, modifying, or closing cases that pertain to them directly.
As an API enhancement, the CRM SDK now allows tighter and more controlled data access, via a channel concept. You can set the availability of external channels at the entity level, and you can configure and manage them in the External Party Access tab of System Settings, as shown in Figure 2.18.
When this is configured, you can manage the following permissions:
None Selected—No external access is granted.
External Party—External access is granted but only to those records that are defined in System Settings (see Figure 2.19).
Parent: Child External Party—External access is granted to not just the entities that have permission but the child records as well.
Full—Full external party access is allowed.
Figure 2.19 shows the profile for channel access.
Supported Configurations
Microsoft On-Premises (only) is designed for Windows Server 2012 and SQL Server 2012 or 2014 (64-bit versions only), and the following have been deprecated from the support matrix:
Operating systems
Windows 2012 Foundation and Essentials
Windows Server 2000
Windows Server 2008 r2
Windows Small Business Server (all versions)
SQL Server versions
Microsoft SQL Server 2008
Microsoft SQL Server 2008 R2
Microsoft Dynamics CRM for Outlook
Windows Vista
Windows Server 2008 Remote Desktop Services
Microsoft Office 2007
In addition, the following SDK API calls have been removed since Dynamics CRM 2013:
GetServerUrl()
IsOutLookClient()
IsOutlookOnline()
If an implementation uses any of these API commands, the code will break when you upgrade to Dynamics CRM 2016 and so needs to be refactored appropriately.
For more information about architecture options, SEE CHAPTER 29, “On-Premises Deployments.”
New Support and Pricing Options
In addition to continuing to refine the options available to users with regard to how they can use the system, Microsoft continues to enhance and bundle Dynamics CRM with the other Office 365 offerings.
Tip
Pricing is subject to change, but at the time of publication, Microsoft was offering Microsoft Dynamics CRM Online Professional, Office 365 Enterprise E3, and Power BI for Office 365 all for $65 per user/per month.
Be sure to check the pricing page for Microsoft Dynamics CRM for current offerings and bundles: www.microsoft.com/en-us/dynamics/crm-purchase-online.aspx.
For more information about pricing and licensing options, SEE CHAPTER 4, “CRM 2016 Online.”
Support
Microsoft has increased the support options available to users, providing direct vendor support when required. The new options supplement the existing support model of unlimited break/fix incidents directly from Microsoft, known as Subscription, but now include Enhanced at $5 a user per month for higher response and escalation rates.
If your organization has more than 100 users, you qualify for Professional Direct and/or Premier at higher pricing.
For more information about support, SEE CHAPTER 30, “How to Get Support for Your System.”
Pricing
Dual licensing now exists for On-Premises to Online at no additional cost. This means that if you have purchased a subscription license for Dynamics CRM Online, you have the ability (at no additional cost) to use the On-Premises version—provided that it matches the licensing you’re paying for (and are current on) with the Online version.
Mobile
Microsoft remains committed to the mobile environment. Dynamics CRM has continued to receive updates that allow for easy access even for users with fat fingers (via the tile layout). However, Microsoft intends to deliver seamless user experiences across all mobile devices in a “configure once, deploy everywhere” model.
Mobile Client
The Dynamics CRM mobile client is tailored specifically for phones and tablets, and it includes the ability for offline access.
Dashboards have been enabled for mobile use, and Microsoft has included new mobile app SDK samples to complement its applications.
Tip
The new mobile app SDK samples, which include templates, are available at http://blogs.msdn.com/b/crm/archive/2014/12/19/new-mobile-app-samples.aspx.
In addition, mobile development helper code for Dynamics CRM is available at https://code.msdn.microsoft.com/Mobile-Development-Helper-3213e2e6.
Figure 2.20 shows the mobile client fully extended.
Mobile Forms
In addition to providing a new set of visual controls, Microsoft Dynamics CRM makes it easier than ever before to design rich interfaces for the mobile application of your choice. You can now use the inline visual interface immediately previewing your changes. Figure 2.21 shows the mobile preview for a phone.
In addition, the following new visual controls have been added to allow customizers to build rich apps:
Linear slider
Option set
Flip switch
Star rating
Radial knob
Multimedia controls
Pen controls
Website preview
Number input
Auto-complete
Input mask
Linear gauge
Bullet graph
Arc knob
Phone calendar control
Table calendar control
When configuring mobile options, customizers can include offline options and also leverage InTune to encrypt and manage devices.
Note
There are two different options for offline access: the new offline experience and offline cache mode and drafts. The new offline experience requires 30 or more Enterprise or Professional licenses and is configured via profile filtering rule by entity and assigned to mobile users.
Tip
Offline capability for phones and tablets is available only with Dynamics CRM 2016 Online.
Finally, mobile applications now support iFrame and HTML web resources to allow for a fully integrated and immersive mobile environment.
Integration with Cortana
Using Windows 8.1+ phones, users can speak to Microsoft Dynamics CRM by using phone commands.
Secured Data with Good
An option that can be used either with or instead of Microsoft InTune, is Microsoft Dynamics CRM for Good, which allows system administrators to remotely wipe data in the event of a theft or loss. This additional layer of protection allows organizations to rest assured that their data is secure while on a mobile device.
Note
Microsoft Dynamics CRM for Good is available only for the iPad (with iOS 7.0 or later) at this writing.
Microsoft Dynamics Marketing (MDM)
Microsoft continues to expand capabilities with its marketing capabilities via Microsoft Dynamics Marketing (MDM). MDM enables marketing agencies to use Dynamics CRM to plan and execute on marketing campaigns, including specific information such as A/B testing, email marketing management, and campaign ROI.
Note
MDM is a separate application that requires its own paid subscription. To learn more about MDM, refer here:
https://www.microsoft.com/en-us/dynamics/crm-marketing.aspx
Email Marketing
Enhancements to the email marketing options for MDM include the following:
Enhanced options for opting in or out of campaigns
Duplication options
Tracking blocked emails due to duplication
Enhanced Campaign and Lead Management
MDM now supports customizable fields that synchronize with corresponding task events in Dynamics CRM. It also allows multiple-keyword searches for digital asset management (DAM).
For more information about MDM, SEE CHAPTER 9, “Microsoft Dynamics Marketing.”
Summary
We’re excited that you have this book in your hands and that you’re starting the journey of working with Microsoft Dynamics CRM 2016. This is the eighth iteration of Microsoft Dynamics CRM, and adoption continues at levels never anticipated. The innovation in Dynamics CRM 2016 continues at breakneck speed, and we have attempted to highlight most of the new features available with Dynamics CRM 2016. However, a few features either didn’t make it into the chapter because of space considerations or were added to the product too late to be included. Be sure to check the latest Implementation Guide from Microsoft for the current list.