General Interest

What's new for business users in Microsoft Dynamics CRM December 2012 Service Update

Microsoft Dynamics CRM December 2012 Service Update includes new and enhanced features that help you to increase your organization's effectiveness and productivity.

The guided process for sales and service, Bing support, and the Click to Call features are available only if you have the Microsoft Dynamics CRM December 2012 Service Update, and if your organization has installed the Product Update for sales and service, or if your organization's subscription began after December, 2012.

Guided process for sales

With this release, we’ve presented a new way for you to work through the sales process. Through a logical sequence of steps, the user interface guides you through the process of identifying leads to marking a deal as Won. You enter information right in place, without having to launch popup windows, in a visually clean and approachable design theme. As you enter information, the system responds by guiding you to the next logical stage in the sequence—and if you need to, you can customize the sequence to suit your business needs. All this happens in one intuitively organized location. For more information, see Introduction to the new lead and opportunity forms.

Guided process for customer support

In Microsoft Dynamics CRM December 2012 Service Update, we’ve introduced a new process-driven form for the Case record type. The form includes multiple stages that guide you through the various logical steps of resolving a case when a customer reaches out to support for an issue. In this form, you get a view of the customer interactions, such as recent cases and activities of the customer, in a single place. You also see the posts, notes, and activities related to the case you are working on. When required, the guided process recommends similar cases that help you get necessary information about resolving the case. In a nutshell, the new guided process helps you effectively track the communications, find relevant information for the case, and resolve the case without the need to navigate to different areas in the application. The process is customizable—you can add or remove stages to suit your business needs. For more information, see Introduction to the Guided Case Resolution Process.

Yammer capabilities

With Microsoft Dynamics CRM December 2012 Service Update, you can now use Yammer to stay up to date and collaborate with colleagues as you work on records. You’ll be notified when colleagues create or update records that you care about, and you can communicate with them directly from the work area. Your conversations will be connected directly to the record, so that you won’t have to hunt for the information later. Read more about Yammer.

iPad support

Microsoft Dynamics CRM Online users can install product updates and access their data using the iPad. This new user interface supports the features that salespeople need when they are on the go, allowing them to use their mobile device to update data and stay in touch while they make sales calls. For more information, see Using the iPad

Marketing Automation with MarketingPilot

For enhanced marketing capabilities such as lead generation, marketing automation, customer insights, and campaign ROI tracking, you can now use MarketingPilot, an integrated marketing management solution from a company that was acquired by Microsoft. MarketingPilot can help you to understand your customers better, engage with your customers through multiple channels, get real-time insight and control over your marketing budgets, and do precise projections. Read more about MarketingPilot.

Click to Call by using Skype or Lync

With Microsoft Dynamics CRM December 2012 Service Update, you can make phone calls from Microsoft Dynamics CRM by using Skype or Lync. When you have Skype or Lync installed with the Click to Call add-in enabled, you’ll see a hyperlink on phone numbers in the new guided process forms. You can click a number to make a call. For more information, see Click to Call by Using Skype or Lync.

Support for Bing Maps

With the new Bing Maps support, when you open an account, contact, or lead record that contains address information, you’ll see a map control that allows you to zoom in and out, see nearby landmarks, and get directions.

For more information, see Using Bing Maps with the new sales process.

Availability of browsers

With this release, you’ll have a broader choice of browsers that you can use Microsoft Dynamics CRM with. Microsoft Dynamics CRM Online supports Internet Explorer 8, Internet Explorer 9, and Internet Explorer 10. Microsoft Dynamics CRM Online supports Apple Safari 6, Mozilla Firefox 16, and Google Chrome 22. For more information, see Supported web browser.

See Also

Applies To:

Microsoft Dynamics CRM Online December 2012 Service Update

(For CRM Online, CRM 2013, and CRM 2015, see CRM Help & Training.)