Wednesday, April 27, 2016

Dynamics CRM Social Engagement 2016



Microsoft Dynamics CRM capabilities have grown significantly in the 2016 version, and it's not easy to keep up with all the new products and features that Microsoft has bundled into Dynamics CRM Online.

With Microsoft Social Engagement, you can listen, analyze, and drive engagement all within Microsoft Dynamics CRM, Microsoft Dynamics Marketing, or standalone.  This capability enables you to learn more about your customers and find better ways to drive engagement and improve customer satisfaction.

Social Engagement supports 20 languages and covers a broad range of sources including Twitter, Facebook, videos, blogs, news syndication and RSS sources. Using the tool can help you spot trends, receive alerts and identify your key influencers.

Check out this video for an overview of some of the new features in Microsoft Social Engagement 2016:


Many organizations monitor Twitter for customer service cases, such as this tweet.




You can drive customer issues from social media to Dynamics CRM cases using the Link to CRM feature.  




The listening capability of Streams in Social Center allows you to view a stream of social interactions on your dashboard, including searching and filtering.

Author Lookup allows you to find out how influential the author of a post is, along with other profile information.



You can create and manage Office Groups in Exchange or in your Office admin portal.  These groups are available in Social Engagement for assigning posts or sharing streams or social profiles. You can make social posts visible to a group of customer service reps so they can understand and act on support needs of customers.

Watch this case study to see how social listening helped a Microsoft customer:



To learn more, contact me or take a Dynamics CRM test drive.


No comments: