In the upcoming release of Microsoft Dynamics CRM 2016 (scheduled for Q4) there are several updates across the product components. In the Social Features area of MSCRM, there will be updates to several product areas:
Social Listening & Social Analytics: In addition the the most popular social media sources such as Twitter, Facebook, Blogs (WordPress/Tumblr), Videos (YouTube) and News, you will now be able to search boards/forums. This includes internal non-public sources, like Yammer. In addition to the existing sentiment and localization languages - English, French, German, Italian, Portuguese and Spanish - Social Engagement will be adding 14 additional languages: Arabic, Chinese, Danish, Dutch, Finnish, Greek, Hebrew, Japanese, Norwegian, Polish, Russian, Swedish, Thai and Turkish.
Intelligent Social: New views specific to CRM user roles, to help sales people search out leads, translate the social buzz around targeted accounts and to share content. Sales and Service organizations will see an improvement in potential Leads versus Cases, through Microsoft Social Engagement channels. The adaptive sentiment in Microsoft Social Engagement will learn from ongoing gathering of data from various sources.
Group Collaboration and Custom Roles: Admins can create and define groups and roles that allow for an improved cross-group collaboration experience similar to that of Office 365.
Social CRM: The ability to create CRM next-step actions like Cases and Opportunities from social posts will transform these social interactions into solid customer experiences. Both the Post view and Social Center provide access to create these views.
Social Center: Publish tweets and Facebook posts from within the Social Center, including rich multimedia content. Author lookup provides additional information regarding the post author, including number of followers/followings.
The full Microsoft Dynamics CRM 2016 Release Preview Guide can be found here.
Beringer Associates is always here to provide expert knowledge in topics like these. Please contact us with any questions you may have.