You can now standardize common CRM data-generated documents.

Articles can be shared with external users or analyzed internally to better understand how information is being used. Knowledge can be enabled on any entity and over 80 languages are now supported. Articles can easily be scheduled to publish or expire for a future date. The new knowledge base article designer now features an enhanced WYSIWYG editor and allows for embedding videos and images. Users can now save case details directly on a case record and apply routing rules all in one action by clicking the Save & Route button. Users can view their current workload and interact with records through a real-time dashboard.Ĭases can now be updated directly from the dashboard by selecting the case and the appropriate action.Ĭase management is simplified and better than ever. With CRM 2016, the following CRM Online 2015 Update 1 features are now available for CRM 2016 On-premises environments:ĬRM 2016 introduces a role-based experience for customer service agents. We know you are dying to hear more, so let's begin! With so many awesome and amazing features in CRM 2016 we could talk about it for days, but we narrowed it down to a few specific enhancements to the online user experience in today's blog. Additionally, CRM 2016 on-premises environments get access to many of the great CRM 2015 Online Update 1 features that were released earlier this year. At a high level, Microsoft Dynamics CRM 2016 focuses on productivity tools predictive analytics with machine learning intelligence offline capability and simplified data collection with field control types for mobile users and enhancements to the Service user experience.

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