Chuck Harris is a senior consultant who specializes in planning and implementing Microsoft Dynamics CRM. The document discusses new features in Dynamics CRM 2016, including improved mobile access with offline mode and interactive elements, better integration with Office programs like Outlook, OneDrive, OneNote, Excel and Word, and an enhanced service hub and knowledge base for improved customer service. The key takeaways are improved mobile functionality, a focus on customer service tools, and streamlined interactions between CRM and Office applications.

1. Microsoft CRM
Features
What’s new in Dynamics CRM 2016

2. Chuck Harris is a senior consultant with the BDO
Solutions practice. He specializes in the
planning and implementation of Microsoft
Dynamics CRM for marketers. Chuck has over
ten years of digital marketing experience
around strategy, design, planning and
automation. His main goal is to make the lives
of marketing teams easier through tools and
automation while also empowering them to
create smarter and richer campaigns that
provide added value to their customers through
the use of big data. Chuck also focuses on
Microsoft Dynamics CRM design and
configuration.
Chuck Harris
Senior Consultant
CHarris@bdo.ca
Direct: 905-946-3840
Mobile: 416-318-5191
Tel: 905 946 1066
Fax: 905 946 9524
Introductions

3. Overview
Objective
The objective of today’s session
is to give you a general
understanding of the new
features in Dynamics CRM 2016.
Agenda
• Introductions
• About Dynamics CRM 2016
• Update on CRM 2015
• Dynamics CRM 2016 New
Features
• Key Takeaways
• Questions

4. About Dynamics CRM 2016
Microsoft Dynamics CRM 2016 comes with a number
of new and exciting features that companies can
leverage to enhance their customer management
experience. Some new features include:
• New Knowledge Base and Case Management
• Mobile offline enhancements
• Greater integration with Office

5. Where it helps
Companies that are looking for a better service
and case management experience – both
internally and for their customers
Companies looking for easier Excel and Word
integrations
Companies that are looking for a more mobile
workforce

6. Update on 2015
Quick update on some of the new features from
CRM 2015:
• If/then enhanced business rules
• Calculated and Rollup Fields
• Offline mobile access
• Branching logic within Business Process Flows
• Visual hierarchy
• Product families, bundles, relationships and properties
• Multi-Entity Search

7. Dynamics CRM 2016
New Features

8. CRM for Outlook
New apps for CRM comes with a
lightweight Outlook client that
allows you to easily and quickly
track an email to a CRM record
or see details about the contact
– right from within Outlook or
Outlook Online.

9. CRM for Outlook

10. OneDrive for Business
One Drive for Business has been integrated for
CRM document management.
It works like SharePoint and offers another great
way to store and share documents.
Share more with OneDrive

11. OneDrive for Business

12. OneNote Integration
Dynamics CRM 2016 adds a new integration into
OneNote that allows you to easily access your
important notes directly within CRM.
Simple notes with OneNote

13. OneNote Integration

14. Mobile Enhancements
There has been a number of enhancements to
the mobile app such as interactive elements,
offline mode, mobile form preview, and
document management.

15. Mobile Enhancements
New interactive elements can be
set up for touch displays to make
it easier to edit data with your
finger. Different field types offer
different sets of elements.
Interactive Elements

16. Mobile Enhancements
Dynamics CRM now offers us the ability to
preview out forms on mobile devices – both tablet
and phone.
Mobile Form Preview

17. Mobile Enhancements

18. Mobile Enhancements
With CRM 2016, you can now
access documents stored in
SharePoint, OneNote or One Drive
for Business from you mobile
device.
Mobile Documents

19. Excel Templates
With Excel Templates, you can easily create rich
templates that the entire organization can
benefit from.
Create system or personal templates with BI
integration to easily dig into your data.
On-Click Excel Templates

20. Excel Templates

21. Word Templates
Dynamics CRM 2016 takes its integration with
Word one step further with simple, one click
document generation through Word Templates.
Create your template once with embedded
dynamics content and use it again and again.
On-Click Word Templates

22. Word Templates

23. Interactive Service Hub

24. Key Takeaways
• Mobile is front and center with lots of new features
• Service is all the rage in the Interactive Service Hub
and Knowledge Base
• There is still a focus on bringing better interaction
between CRM and Office
• Less clicks, with more power with Excel and Word
Templates
• Outlook has been simplified with the new CRM
Outlook app

25. Questions?
Call 905-318-5191 or email charris@bdo.ca