Microsoft Dynamics CRM

Dynamics CRM 2016 also includes capabilities, to help Customer and Partner relationships and Business Processes. Some of the most important features include:


Productivity Features

Track email from anywhere with new CRM App for Outlook

Microsoft Dynamics CRM App for Outlook is a lightweight email tracking app that surfaces contextual information from Microsoft Dynamics CRM right inside your Outlook Inbox.

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You can use Dynamics CRM App for Outlook together with:

  • Outlook on the web (included with Office 365) from a desktop or on your phone
  • The Outlook desktop application
  • Microsoft Outlook for Mac

Track incoming or outgoing email, add contacts from an email message, or even create CRM records. You can also track an email message to a new or existing CRM record.

Use pre-formatted Excel templates to create Excel documents directly from CRM

If you find that you frequently create the same Microsoft Office Excel documents in CRM, you can use Excel templates to speed up document creation. For example, use a pre-formatted template to forecast sales, or to monitor sales and project cash flow (pipeline analysis). After a template is uploaded by a system administrator, it can be shared with team members.

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Use Word templates to quickly create the documents your organization depends on

Standardized documents are a cornerstone for business dealings—from quotes and contracts to work orders and invoices. Now you can automatically generate standardized documents from CRM data using Microsoft Office Word templates. Use Word templates to enhance productivity, reduce human error, and ensure consistent communication across the company.

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Store and manage your private documents in OneDrive for Business, directly from CRM

Now you can use the right storage option for the right situation. For example, store your private documents using the new OneDrive for Business option. For collaborative storage, use Office 365 Groups (introduced in Microsoft Dynamics CRM Online 2015 Update 1), and for documents you’ll share more widely, or with the whole company, use Microsoft SharePoint.

Let CRM find trending documents for you (CRM Online only)

Get content that’s most relevant to what you’re working on, and what’s trending around you. Add Office Delve to your dashboards to automatically search through documents and find that one document that helps you close the sale.

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View SharePoint documents in CRM for phones and tablets

If your organization has integrated SharePoint with CRM, you can now open your SharePoint documents from the mobile apps.

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Export data to Excel from CRM for phones and tablets

You can now export data to Excel from the mobile apps. After you’ve exported the data you want to work with, you can open it in the Excel app on your mobile device.

Email a link to a page from CRM for phones and tablets

Want to share information about a client with one of your colleagues while you’re out on the road? Email a link to a page.

Mobile apps now support Windows 10 and iOS 9

The mobile apps are now compatible with Windows 10 and iOS 9 for Apple iPhone and iPad.



Use surveys to collect feedback from customers

CRM 2016 includes a new survey designer that lets you create and send out questionnaires to collect feedback from customers about your products or services. Customers can take a survey on a phone, tablet, or computer.

When a customer completes a survey, you can use rules to trigger follow-up actions that occur immediately. For example, if a customer answers a survey question that indicates an interest in one of your products, the system can generate a quote request and assign it to a salesperson. Or, if a customer replies with a complaint, the system can create a new service case and route it to the right queue for prompt handling. You can also send a survey automatically when a service case closes, to track how satisfied your customer is with the service they received.

New interactive service hub dashboards and forms help you prioritize workloads

CRM 2016 includes a new interactive service hub with completely redesigned dashboards and forms that help you prioritize your workload and complete your most urgent tasks. Interactive charts provide a visual snapshot of important metrics related to work items, and also double as visual filters. You can add an additional level of filtering through global filters. You can also take action (for example, reassign a case) directly from a dashboard.

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The new interactive service hub forms help you maintain context while addressing customer issues. For example, use the following sections on the Case form’s Summary tab to quickly find the info you need:

  • General Information section. Get a quick summary of the case and customer contact information, such as email address and phone number.
  • Timeline section. See all activities related to a record and take action on an activity.
  • Related section. Search for knowledge base (KB) records. The search pane shows suggested KB articles based on case title. You can also use this section to quickly find and open related cases. The related record opens in a new tab within this section so you don’t lose the context of the case you’re working on.

When you select a particular stage in the process bar, the stage opens as a popup. You can fill in details required for that stage, and then click Next stage to move to the next one.

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Reduce case call-handling time with rich knowledge management articles

With the new interactive service hub, you can also turn customer feedback and issues into rich knowledge articles that include embedded videos, images, and more. The rich text editor offers common word-processor features like advanced styling, linking, paste from Word, find and replace, and tables.

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Make sure your articles are accurate by moving them through the review and approval process, and then use versions to track changes. You can work on multiple revisions while the currently-approved content stays published. When you’re ready, make the team-approved content available to all CRM users.

You can add the knowledge base search component to any entity to give salespeople, account managers, and customer service representatives access to a single source of product information, sales coaching documents, FAQs, troubleshooting steps, and solutions. When knowledge is shared with customers, it’s automatically recorded so you can see top content easily.

Enable service level agreements (SLAs) on demand

With new SLA enhancements, you can now apply SLAs to case records manually. You can also apply SLAs automatically to cases based on business logic by using workflows or plug-ins.

For example, if your customers are spread across geographies, you may have multiple SLAs with different business hours and holiday schedules. Set up business logic to apply SLAs on case records based on customer region to make sure the SLA time calculation happens correctly for their region.


Contact us at Focus on Business to answer any of your Dynamics CRM queries by calling 0345 230 0447 or email

Microsoft Dynamics CRM in Detail