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Get ready for the next release

This topic is prerelease documentation and is subject to change.

New features are continually becoming available! If you administer, configure, or install Microsoft Dynamics products and services, watch this page for information about ongoing releases — and how to prepare your organization.

Spring 2015 Fall 2014 Spring 2014 Fall 2013  

Microsoft Dynamics CRM Online 2015 Update 1Microsoft Dynamics Marketing 2015 Update 1,  Microsoft Social Engagement 2015 Update 1 (formerly Microsoft Social Listening)and Parature, from Microsoft 15.2.

New features

These are just a few of the highlights coming:

Dynamics CRM Online

  • Improved navigation and user interface options: Increase adoption with an improved user experience, including new UI themes and faster navigation to records.

  • Track email by folder: Folder tracking provides a new and intuitive way to track incoming email activities on any device that supports Exchange. Now you can track your email directly from virtually any device.

  • Track incoming email wherever you are: Use the new CRM App for Outlook to track incoming email with the desktop version of Outlook Web App (included in Office 365). CRM App for Outlook also works with Outlook 2013 and Outlook for Mac. This Preview feature will be available soon after CRM 2015 Online Update 1 is released.

  • Immersive Excel experience: Now you can use Microsoft Excel Online to do quick analysis right from CRM Online.

  • Excel export completely redesigned: With a single click, you can export to Excel anywhere, including the desktop version of Excel (2007 and later), Excel Online, and other Excel clients.

  • New Power Query connector: Use the new connector to easily retrieve data from CRM Online for self-service business intelligence (BI).

  • Create Office 365 Groups: Collaborate with team members who don't have access to CRM Online with Office 365 Groups. For example, create a group for your sales team, invite other Office 365 users to join the group, and then share documents, email, OneNote notes, and more. This Preview feature will be available soon after CRM 2015 Online Update 1 is released.

  • Embedded OneNote: Capture photos, take voice notes, do free-form drawings, and more. Everything is automatically linked with the record in CRM Online.

  • Social sales: Define rules for creating or updating CRM records from incoming activities. For example, you can now generate leads or opportunities from social posts.

  • Mobile sales: With the new CRM for Phones app, enjoy the same great mobile experience on your phone as you do on your tablet. Nurture your leads and opportunities through the sales process with the new intuitive interface.

  • Secure your mobile data: Microsoft Dynamics CRM for Good, integrated with Good Dynamics, protects your CRM data even if you lose or leave your tablet somewhere. Learn more at our CRM Help & Training center. Additional fees apply.

  • Integrated Parature knowledge base: Empower agents with knowledge base integrated into daily service interactions, including the ability to both search and receive automated suggestions.

  • Significantly improved form performance: A newly built form rendering engine provides fast form load while maintaining compatibility.

  • Want to know more?

    Read the Release Preview Guide
    What's new for administrators and customizers
    What's New in Microsoft Dynamics CRM
    Get around in Microsoft Dynamics CRM, CRM for Outlook, and mobile devices

Dynamics Marketing

  • Separation of service bus namespace for SDK and Connector: You can now configure Microsoft Dynamics Marketing SDK and Microsoft Dynamics Marketing Connector for Microsoft Dynamics CRM with different service bus namespaces.

  • Microsoft-owned queues for CRM Online integration: Microsoft Dynamics Marketing now provides managed service buses for CRM Online integration. You don't need to have a Microsoft Azure account and service bus namespace for CRM Online integration.

  • Double opt-in for email marketing: Send an opt-in link to incoming contacts to verify them. Double opt-in helps you to maintain lead quality and remain compliant with regional regulations.

  • Duplicate detection in email messages: Configure your instance so that email messages are delivered only once per email inbox and avoid sending multiple emails to duplicate contact records.

  • Assets & media improvements: Tag your assets using multiple keywords and use the improved keyword based search to filter them.

  • Expanded Analytics with OData and Excel with Power BI: Create beautiful, informative reports based on real-time data drawn directly from Dynamics Marketing. With this release, we continue to add expanded support for more OData feeds and Power BI features. In addition, Dynamics Marketing now provides an all-new collection of dashboard widgets that enable you to embed specially targeted Power BI data and graphs right on your home page, widget dock, company records, and/or campaign records.

For more information about the update, see What's New in Microsoft Dynamics Marketing.

Social Engagement

  • User Interface: Completely redesigned UI throughout the application for an even more intuitive and simplified user experience with visual contextual filtering capabilities.

  • Social Analytics: Richer data with new visualizations, such as cloud tags, top hashtags, and geo-location for greater insights.

  • Social Center: User-specific configurable and shareable streams display social posts as they come in and allow you to proactively engage with both your fans and critics from Facebook and Twitter.

  • Social Profiles: You can now add authenticated Twitter and Facebook accounts, which allow users to interact with their audience on social posts coming from Twitter and Facebook.

  • Search Topic setup: Setting up search topics is easier and more flexible than ever. You can define rules by the following criteria: keyword, Facebook page, and Twitter handle. The projected quota usage is displayed, as well as a preview of Twitter posts, to give you an idea of the type of results you can expect.

  • Language & Geographic Availability:  Microsoft Social Engagement is available in 110 markets and 19 languages.

For information about what you can expect in the new release of Microsoft Social Engagement, download your copy of Prepare for Microsoft Social Engagement and share it with your organization's users.

Parature

  • Unified portal: Enterprise organizations with a single public-facing brand presence can now easily deliver online support and self-service knowledge for a variety of departments or product lines, all while using a single service desk to consistently manage the brand's customer support.

  • Enhanced knowledge search capabilities: Advanced search capabilities in the Parature knowledge base deliver more relevant results, with added search filters to search for knowledge based on highest feedback ratings, document type, date added or updated, etc.

  • Multi-lingual service and globalization:  Enable assisted service in local languages with routing based on customer language preference and real-time chat translation.  Provide translations for Knowledgebase articles and portal strings to empower customers with self-service in local languages.

  • Portal specific metrics for reports: Create more accurate reports with metrics provided for each Portal Alias. Capture Key Point Indicators to help identify the efficacy of each Portal Alias.

For more information, download the Parature Spring '15 Release Preview Guide.

Technical Changes

From time to time, we must add and remove items from our supported configurations list to keep current with technology and allow us to provide you the best product possible. Stay tuned for important information about any changes to supported configurations.

Release Timing

The update for Microsoft Social Engagement is available now. The upcoming releases for Parature, Dynamics CRM Online, and Dynamics Marketing will be available in the second quarter of 2015. Please visit this page periodically to get the most current information about the upcoming versions.

How to get the updates

Dynamics CRM Online

  • Updates for online customers: You'll be able to schedule the specific date when your update occurs. We call this a customer-driven update since you “drive” the timing of the update to be the most suitable for your organization. It will be necessary for the CRM administrator to formally approve the update before the update can occur. For more information about how this works for Dynamics CRM, read Manage Microsoft Dynamics CRM Online updates or watch a short video about Customer Driven Updates in CRM Online 2015 Update 1.

Dynamics Marketing

  • The listed administrator within your organization will be notified by email about the specific timing of your update to the next version. Microsoft will send several reminder communications as the scheduled update approaches.

  • The new customer-driven update process will give admins better control over when new updates of Dynamics Marketing will be rolled out for your organization. For more information about how this works, read Manage Dynamics Marketing updates.

Social Engagement

  • The listed administrator within your organization will be notified by email about the specific timing of your update to the next version. These updates will happen automatically and Microsoft will send several reminder communications, with the details, as the scheduled update approaches.  

Parature

  • The listed administrator within your organization will be notified by email about the specific timing of the update to the next version. Microsoft will send several reminder communications as the scheduled update approaches.

How to prepare for updates

Test the updates in a sandbox environment. We always advise that you preview and test new versions in a non-production environment before you update your live production instances. This will give you the opportunity to verify the compatibility of any customizations that you may have made, or any third-party customizations that are installed. Additionally, testing will also allow you to assess the impact of the upcoming changes on your organization and your users. If you haven't already done so, we strongly advise obtaining a non-production instance.

Manage customizations for CRM. With the newly built form rendering engine, unsupported customizations will likely break. We encourage you to test your customizations, solutions, and scripts to ensure proper functionality with the improved form engine. For more information about JavaScript best practices, the Custom Code Validation Tool, and whether your scripts will work with all supported browsers, see Use JavaScript with Microsoft Dynamics CRM. To ensure your forms customization follow the recommended practices, check out Create and design forms.

Browser support for Parature. Parature supports all major browsers and their latest versions, including Internet Explorer, Google Chrome, and Mozilla Firefox. To make sure that you can take advantage of all the enhancements to the Service Desk and Support Portal, make sure that you update your browser to the latest version.

How to stay informed

FAQ

Q: I just purchased a new organization, but it is not scheduled. How do I make that happen?
A: Don't worry if you haven't been contacted yet. Every week we schedule the new subscriptions into the update process, and notify you when your organization is scheduled.

Q: How do I determine which version of CRM I have?
A: Sign in to CRM, and in the upper right side of the screen, choose the Settings button () > About.

Q: How do I know which update scenario is best for my organization?
A: Your CRM Online update process depends on what version you have and how you'd like to update. Read more about update scenarios in Manage Microsoft Dynamics CRM Online updates.

Q: How do I see the status of my updates?
A: If you're a CRM admin, you can see the latest status of updates and incidents on the Office 365 service health page. To learn how to get to the Office 365 service health page, see View the status of your services.

Support

Connect with Support Resources or browse questions/answers in the Microsoft Dynamics CRM Forum— or you can always contact your partner.

For questions about Parature, please contact Parature Support.


Microsoft Dynamics CRM 2015, Microsoft Dynamics CRM Online 2015 Update, Microsoft Dynamics Marketing 2015 Update, and Parature

The 2015 releases for Microsoft Dynamics CRM, Microsoft Dynamics Marketing, and Parature have arrived! These updates add enhancements to sales, marketing, and customer service functionality, and will also add features to facilitate marketing and sales team collaboration.

Products updated

These products were affected by the 2015 release:

  • Microsoft Dynamics CRM online and on-premises versions

  • Microsoft Dynamics CRM for Outlook

  • Microsoft Dynamics CRM for tablets

  • Microsoft Dynamics CRM for phones

  • Microsoft Dynamics Marketing

  • Parature

New features

These are just a few of the highlights in the 2015 release:

Microsoft Dynamics CRM Online and on-premises

  • Create product families: Boost selling effectiveness with the ability to bundle products and recommend related products for cross-selling/up-selling opportunities.

  • Use sales hierarchies:  Manage and report on your sales data in a way that maps to your business. New hierarchical visualizations and roll-ups bring real-time territory and forecasting data to your fingertips.

  • Mobile sales improvements: Increase field sales productivity with flexible, role tailored dashboards and analytics, personalized home pages and the ability to navigate by hierarchy. This version of the tablet app also includes improved support for disconnected scenarios.

  • Access CRM records on the go via voice commands: Cortana is now part of Microsoft Dynamics CRM! For customers with Windows Phone 8.1, you can now use conversational voice commands to seamlessly create follow-up appointments, tasks, and phone calls; quickly find information; view your customer lists; and more. Note: This feature will be available in English only in markets where Cortana is available. Read about Cortana voice commands for CRM in the topic Take a tour of CRM for phones.

  • Enhanced sales processes: Guide sellers toward desired outcomes with enhanced branching logic within your sales processes. Increase impact via automation of business processes and enforcement of business rules across all devices.

  • Expanded case management functionality: Enable agents to provide differentiated levels of support with flexible Service Level Agreements (SLAs). Gain insight into service effectiveness with the ability to track and analyze key metrics like SLAs and thresholds.

  • Microsoft Social Engagement availability for Microsoft Dynamics CRM Online customers: With a minimum of 10 Professional users, you automatically have access to Social Engagement as part of your subscription at no additional charge. If you have an Enterprise subscription you also have access to Social Engagement, but with no minimum user requirement. To learn more, read Integrate Microsoft Social Engagement to Dynamics CRM.

  • Microsoft Social Engagement for on-premises CRM customers: You can now access Social Engagement directly from within Microsoft Dynamics CRM 2015 - even as an on-premises customer - and may also be eligible for a discounted rate. Contact your Microsoft Dynamics partner for more information.

  • Improvements in CRM for Outlook: Set up CRM for Outlook quickly and easily with the completely redesigned Configuration Wizard. With Microsoft Dynamics CRM 2015 for Outlook, users can sync assigned tasks and appointment attachments. Admins can control synchronization between pairs of fields, which provides confidence about where data is coming from and how it's shared. For more information, see Set up CRM for Outlook.

  • Customizable help: Personalize the user assistance by tailoring the in-product Help content to match the specifics of your Dynamics CRM implementation. You can modify what displays under the Help question-mark icon at either an entity-specific or organization-wide level. Please read Customize the Help experience.

For more detailed information about the 2015 release, see What's New in Microsoft Dynamics CRM.

Microsoft Dynamics Marketing

  • Sales and marketing collaboration: Strengthen your marketing and sales synergies with the new Sales Collaboration Panel, which allows sellers to provide input into campaigns and targeting.

  • Manage multi-channel campaigns: Streamline campaign creation and improve segmentation with graphical email editing, A/B testing, integrated offers, and approval workflows.

  • Improve B2B marketing: Deepen your lead management capabilities with webinar integration and improved lead scoring, including the ability to introduce multiple lead scoring models. 

  • Enhanced marketing resource management: Gain unprecedented visibility into your marketing plan with the new Interactive Marketing Calendar and improve collaborative marketing with Lync click-to-call and webinars.

  • Gain social insights within Microsoft Dynamics Marketing: Display social information collected with Microsoft Social Engagement about your brand, campaigns, and more, all within Microsoft Dynamics Marketing.

  • Additional language & geographic availability:  Microsoft Dynamics Marketing is now available in Japanese and Russian, bringing the total to 12 languages and 37 countries/regions currently supported. Find more information in the Microsoft Dynamics Marketing Translation Guide.

For more information about the update, see What's New in Microsoft Dynamics Marketing

Parature

There are many exciting new capabilities in Parature, including:

  • Knowledgebase management and reporting improvements

  • Comprehensive service desk configurations

  • Support ticketing enhancements

  • Insights into customer self-service/portal usage

  • Mobile service desk enhancements

  • New social channel monitoring

  • Real-time chat translation

  • Further integration with Microsoft Dynamics CRM

  • And more

For more information, download the Parature, from Microsoft Spring '15 Release Preview Guide.

Technical changes

We want to keep you apprised of new features in the 2015 releases, but you also need to know about technical changes that could have an impact on your organization.  For example, as with previous releases of Microsoft Dynamics CRM, we add and remove items from our supported configurations list to keep current with technology and allow us to provide you the best product possible.

For more information, please read:

Release timing

The 2015 release for Microsoft Dynamics CRM, Microsoft Dynamics Marketing, and Parature is available now. Please visit this page periodically to get the most current information about the upcoming versions.

How to get the updates

Microsoft Dynamics CRM:

  • Updates for online customers: You'll be able to schedule the specific date when your update occurs. We call this a customer-driven update since you “drive” the timing of the update to be the most suitable for your organization. It will be necessary for the CRM administrator to formally approve the update before the update can occur. If you haven't yet updated to the Spring '14 version, features that were added then will also be enabled during this update.  For more information about how this works for Microsoft Dynamics CRM, read Manage Microsoft Dynamics CRM Online updates or watch a short video about the Update process enhancements with Microsoft Dynamics CRM Online 2015 Update (3:33).

  • Updates for on-premises customers: Customers who are current on their Microsoft Software Assurance Plan or Business Ready Enhancement Plan will be able to get updates after the final product release. Learn more about Microsoft Dynamics Service Plans.

Microsoft Dynamics Marketing:

  • The listed administrator within your organization will be notified by email about the specific timing of your update to the next version. Microsoft will send several reminder communications as the scheduled update approaches.

  • Should this scheduled date not be suitable for your organization, you will have an opportunity to reschedule the date through a service request.

  • Keep looking for emails with more specific instructions for updating Microsoft Dynamics Marketing.

Microsoft Social Engagement:

  • The listed administrator within your organization will be notified by email about the specific timing of your update to the next version. These updates will happen automatically and Microsoft will send several reminder communications, with the details, as the scheduled update approaches.  

Parature:

  • The listed administrator within your organization will be notified by email about the specific timing of the update to the next version. Microsoft will send several reminder communications as the scheduled update approaches.

How to prepare for updates

Test the updates in a sandbox environment. We always advise that you preview and test new versions in a non-production environment before you update your live production instances. This will give you the opportunity to verify the compatibility of any customizations that you may have made, or any third-party customizations that are installed. Additionally, testing will also allow you to assess the impact of the upcoming changes on your organization and your users. If you haven't already done so, we strongly advise obtaining a non-production instance.

Upgrading to a new version of Microsoft Dynamics Marketing. We have designed the upgrade process to be as quick, easy, and trouble-free as possible, but you should still be aware of the process and some possible issues. If you are upgrading from a previous version of Microsoft Dynamics Marketing, find out what to expect by reading Upgrading from an earlier version.

Browser support for Parature. Parature supports all major browsers and their latest versions, including Internet Explorer, Google Chrome, and Mozilla Firefox. To make sure that you can take advantage of all the enhancements to the Service Desk and Support Portal, make sure that you update your browser to the latest version.

Manage customizations for Dynamics CRM. Three deprecated form scripting methods have been removed; you'll want to make sure your code isn't using those methods before you update. There's also a tool that a developer can run before an update to identify scripts that should be evaluated. For specifics, see Deprecated form script methods removed (part of What's new for Developers).

Browser support for Parature. Parature supports all major browsers and their latest versions, including Internet Explorer, Google Chrome, and Mozilla Firefox. To make sure that you can take advantage of all the enhancements to the Service Desk and Support Portal, make sure that you update your browser to the latest version.

Upgrading to a new version of Microsoft Dynamics Marketing. We have designed the upgrade process to be as quick, easy, and trouble-free as possible, but you should still be aware of the process and some possible issues. If you are upgrading from a previous version of Microsoft Dynamics Marketing, find out what to expect by reading Upgrading from an earlier version.

How to stay informed

FAQ

Q: I just purchased a new organization, but it is not scheduled. How do I make that happen?
A: Don't worry if you haven't been contacted yet. Every week we schedule the new subscriptions into the update process, and notify you when your organization is scheduled.

Q: If I have a sandbox or test organization on Microsoft Dynamics CRM Online Fall ‘13 and update to CRM Online 2015 Update, how do I reset it to go to Microsoft Dynamics CRM Online Fall ‘13 and go through the update again?
A: Starting from the Admin UI, you can (as an administrator) select prior versions for the sandbox to be reset.

Q: What happens if my update fails during the update to CRM Online 2015 Update?
A: Microsoft makes a backup prior to attempting to update your organization. In the event we are not able to update your organization, it reverts by design. No request needs to be made for this to happen.

Q: How do I determine what version of CRM I have?
A: Sign in to CRM, and in the upper right side of the screen, choose the Settings button () > About.

Support

Connect with Support Resources or browse questions/answers in the Microsoft Dynamics CRM Forum—or you can always contact your partner.

For questions about Parature, please contact Parature Support.


The Spring 2014 wave of updates included a number of great new services and features.

  • Microsoft Social Engagement to help people across your organization tap into the social conversation.

  • Microsoft Dynamics Marketing to help marketers engage customers, build sales pipelines, and demonstrate impact.

  • Microsoft Dynamics CRM updates to help customer service teams earn loyalty, drive resolution, and delight customers.

What's new in this wave of releases?

Listen to your customers with Microsoft Social Engagement

With Microsoft Social Engagement, you can scour the web to see what people are saying about your company and products. You can track sentiment across channels, identify top influencers, stay on top of the latest information and trends, get competitive insights, and more.

What is social engagement all about?

  • For sales: Learn how social engagement can help your sales team spot new opportunities and respond to competitive threats with precision.
    eBook: “Social is for Closers”

  • For marketing: See how marketing efforts and brand management can be enhanced dramatically through social engagement.
    eBook “Your Brand Sux”

  • For customer service: Discover how listening to your customers can lead to amazing service experiences.
    eBook: “Wow Service”

What will Microsoft Social Engagement let us do?

  • Analyze what people are saying.Social Engagement helps you understand what people are saying on social media in easy-to-read charts. See how the volume posts are changing over time, and compare where the posts are coming from. You can capture posts in 19 languages on Twitter, Facebook, blogs, news, and videos.

  • Get a true understanding of sentiment. At a glance, see how people perceive your product, service, or brand natively in six languages – English, German, Spanish, French, Portuguese, and Italian.

  • Follow spikes in positive or negative sentiment. To figure out which posts are positive, negative, or neutral, Social Engagement analyzes keywords and phrases in six native languages, which means it also picks on cultural cues. Use the information collected to seize an opportunity or to proactively work to change the social conversation in your favor.

  • Gain social insights. See on a map where in the world social conversations are happening, and analyze by geography.

  • Track how your marketing or service campaign is doing. After rolling out a campaign, you can measure reactions on Facebook, Twitter, blogs, news, and videos to see what's working and what isn't. Then make adjustments to your campaign accordingly.

  • Gain social insights. Analyze social media conversations beyond your company, brand, and products; see what conversations are happening around your competitors, customers, and prospects.

Want to know more?

Watch how Microsoft Social Engagement can help you listen to the pulse of your customers

Get an overview of Microsoft Social Engagement

Visit the Microsoft Social Engagement Help Center

Start planning for Microsoft Social Engagement

  • Think about what you want to listen to. Compile a list of keywords and phrases, as well as the Twitter accounts and Facebook pages you want to monitor.

  • Decide who your system administrators will be. Who will be able to make changes to the searches you set up?

  • Identify business processes that can take advantage of social engagement and assign owners. For example, if you identify that a customer requires service, who will engage that customer via social media to resolve the issue? If you incorporate social media analytics, what are your key metrics? Will they be buzz, sentiment, top influencers, or campaign impact? Start assigning owners for each of these processes.

  • Define an early warning system. What situations do you want to be alerted about? And who should receive the email alerts? For example, if there's a spike in negative sentiment about a specific product, you can automatically notify your customer care team. What is the process once someone has been alerted?

Visit the Microsoft Social Engagement Help Center.

Geographic availability

Microsoft Social Engagement is available in 6 languages: English, French, German, Portuguese (Portugal), Spanish, and Italian. Language availability depends on the language settings chosen by your system administrator.

In addition to the 6 core languages, Microsoft Social Engagement includes features and functionality designed to listen, monitor, identify, and query publicly available social content, documents, and posts in 13 additional languages: Arabic, Chinese, Danish, Dutch, Greek, Finnish, Hebrew, Japanese, Norwegian, Polish, Russian, Swedish, and Thai. The social conversation, documents, and posts will remain in their original languages and they will not be translated by Microsoft Social Engagement. Native sentiment detection is available in English, French, German, Portuguese (Portugal), Spanish, and Italian.

Find more details in the Microsoft Social Engagement Translation Guide.

Market smarter with Microsoft Dynamics Marketing

Marketers are pressured to generate customer insights, deliver impact, and validate investments. Organizations need the ability to plan, carry out, and measure end-to-end campaigns. Our new service offering, Microsoft Dynamics Marketing, added to the marketing functionality within Microsoft Dynamics CRM, helps today's Chief Marketing Officers (CMOs) and marketing teams create and deliver amazing customer experiences.

What's coming to help marketers?

  • Additional marketing automation functionality. On top of what is already in Microsoft Dynamics CRM, the Microsoft Dynamics Marketing service delivers insights to help marketers be smarter and to more effectively engage with their customers.

  • Creating campaigns is a snap with a new visual campaign designer, helping CMOs reach their customers across multiple campaign channels.

  • New lead management and scoring capabilities, scalable email marketing capabilities (over 10 million messages per day), and deep marketing analytics allow for better measurement of campaign effectiveness.

Visit the Microsoft Dynamics Marketing Help Center.

Want to know more?

Check out our eBook: Increase your impact with Microsoft Dynamics Marketing

Watch a high level overview of Microsoft Dynamics Marketing

Get an overview of Microsoft Dynamics Marketing

Visit the Microsoft Dynamics Marketing Help Center

Geographic availability

Microsoft Dynamics Marketing will be launched to 35 markets in 10 languages, far beyond the geographic coverage of most marketing automation solutions. It will be available later this spring.

Find more details in the Microsoft Dynamics Marketing Translation Guide

Provide amazing customer care with Microsoft Dynamics CRM

Providing responsive, relevant, and effective service improves customer loyalty. This release of Microsoft Dynamics CRM focuses many of its new features on facilitating the delivery of amazing customer service experiences. Our acquisition of Parature, a leading provider of customer service functionality, added to the new features of Microsoft Dynamics CRM, makes for an unbeatable combination!

What's coming to help customer service teams?

  • A number of core enhancements to the marketing functionality within Microsoft Dynamics CRM provide you with strong enterprise-level case management capabilities including managing Service Level Agreements and Entitlements. This new functionality helps ensure that high quality and personalized service is delivered at every touch point. To learn more, visit the Service top links page.

  • Deeper connections with Yammer enable agents to effectively collaborate to address important customer inquiries.

  • Enhanced Mobility. You pick your device; we'll keep you connected with your customers. This release includes support for Windows 8.1 and Android and adds more functionality than ever before.

  • A new Unified Service Desk (USD) within Microsoft Dynamics CRM serves as the single place where call center agents can do their work. It easily integrates with legacy and third-party systems to surface key information from these systems seamlessly. Unified Service Desk for Microsoft Dynamics CRM requires an Enterprise subscription (launching later this spring) for each subscriber using this functionality. Read the Administration Guide for Unified Service Desk for Microsoft Dynamics CRM.

  • Our recent acquisition of Parature enables customer service organizations to become a more strategic part of a business by helping add insights toward customers, creating high performance service teams, and delivering more effective customer interactions. Parature allows you to provide a 24/7 customer support center that is tied into your organization's website. This web-based help center gives your customers easy and convenient access to an intuitive, searchable knowledge base that delivers quick answers to their most commonly-asked service and support questions. Parature can be subscribed to as a separate service. Learn more about what Parature can do for your organization.

To learn more, visit the Microsoft Dynamics CRM Help Center

Get updated information with Social Insights powered by InsideView

With Social Insights, powered by InsideView, your Microsoft Dynamics CRM account information goes from static to dynamic with constant updates to three essential types of information – data, insights, and connections. InsideView applies proprietary triangulation and validation techniques across more than 30,000 sources and millions of company and people profiles to deliver relevant, accurate company and contact information. This can help sellers find more leads, win more deals, and retain and grow customer accounts. Microsoft Dynamics CRM brings Social Insights to you with every Microsoft Dynamics CRM Online Professional license at no additional charge (currently available in the U.S. only).

Create compelling customer interactions. Access more degrees of connection for every prospect. Social Insights helps sellers to be more efficient and effective, while driving CRM adoption, because it gives them the real-time insights they need to succeed all in one place; all within Microsoft Dynamics CRM. Learn more about Social Insights.

Pricing and licensing

General Information

Some of the new functionality in these releases may require a separate license and may incur an additional subscription fee for each member of your team who uses that functionality.

Microsoft Social Engagement subscription pricing

Microsoft Dynamics CRM Online subscribers

  • Microsoft Dynamics CRM Online Professional customers with a minimum of 10 users automatically have access to Social Engagement as part of their subscription at no additional charge.

  • A Microsoft Dynamics CRM Online Professional subscription is $65 (USD) per user per month.

  • Microsoft Dynamics CRM Online Professional customers with a minimum of 10 users automatically receive a complimentary quota of 10,000 posts per month for their organization. A “post” is any tweet, Facebook post, blog post, and so on that contains the keywords or phrases you configure the system to search for. For example, if you define a search topic to look for the keyword “Contoso”, every post that contains “Contoso” counts towards that month's quota.

Learn more about purchasing Microsoft Social Engagement

Learn more about Microsoft Dynamics CRM global pricing

Microsoft Dynamics CRM 2013 on-premises customers

Microsoft Dynamics CRM Professional CAL customers with active Software Assurance can add Microsoft Social Engagement for up to 80% off the price of purchasing it by itself. Contact your partner for more details.

Learn more about purchasing Microsoft Social Engagement

Microsoft Social Engagement (standalone)

  • Customers can purchase a standalone subscription to Social Engagement for US $100 per user per month.

  • The organization receives an initial quota of 10,000 posts per month with this purchase.

Purchasing additional post quotas

Customers can purchase additional post quotas as shown here:

Number of posts per month

Amount (US$)

10,000

$100

100,000

$900 (10% discount)

1,000,000

$8,000 (20% discount)


You must purchase the full quota up front to receive the discount. For example, you won't receive a 10% discount if you purchase 10 bundles of 10,000 posts. You can't roll over posts from one month to the next.

Example: Your organization has a Microsoft Dynamics CRM Online Professional subscription for 100 users and you want to purchase an additional quota of 100,000 posts per month in addition to the complimentary bundle of 10,000 posts per month. The total price includes the Microsoft Dynamics CRM Online subscription of US $6,500 per month (100 users x $65 per user) + $900 per month for the additional quota of posts for a total of US $7,400 per month.

Adding a Microsoft Social Engagement subscription

You can add Microsoft Social Engagement subscriptions to an existing Microsoft Dynamics CRM Online Professional or Enterprise subscription via the Office 365 Administrative Portal. Microsoft Dynamics CRM Online customers with a minimum of 10 Professional users automatically have access to Social Engagement as part of their subscription at no additional charge.  Customers who have purchased an Enterprise USL will have access to Microsoft Social Engagement with no minimum requirement for those Enterprise users.

If you purchased your product via the Microsoft Volume Licensing program, please contact your Microsoft partner or your reseller to add a Microsoft Social Engagement subscription.

Microsoft Dynamics Marketing subscription pricing

Microsoft Dynamics Marketing requires a separate license and may incur an additional subscription fee for each member of your team that uses this functionality.

Learn more about Microsoft Dynamics Marketing pricing and licensing options

Learn more about Microsoft Dynamics CRM global pricing

Parature subscription pricing

Features from the Parature service are available directly from Parature. Learn more about what Parature can do for your organization.

Access to product updates and new services

Updating Microsoft Dynamics CRM Online

With this update, you have the option to “opt in” and receive the new Enterprise Case Management features of Microsoft Dynamics CRM any time before the next formally-scheduled release. For more information, review the Microsoft TechNet article Install Product Updates.

“Ask the SME” video – why, when, and how to use Sandbox instances for testing and training (3 minutes)


Important

Installing product updates is a one-way process. Once installed, the product updates can't be uninstalled.


Typically, about once a year, we release an update that requires a scheduled date to receive the update. We call this a Customer Driven Update (CDU). Microsoft Dynamics CRM Online Fall ‘13 fell under the CDU-type update. Microsoft Dynamics CRM Online Spring ‘14 does NOT require a scheduled date.

Regardless of how you receive an update – “opt in” or CDU - we always advise testing before upgrading your production instances. While we strive to minimize the impact of updates on your organization, occasionally changes that we make to Microsoft Dynamics CRM may impact custom code that you've added. We'll communicate with your CRM administrator if we believe there may be an impact. Video: Learn how to get access to a testing environment

Adding Microsoft Social Engagement subscriptions

Microsoft Social Engagement is offered as part of Microsoft Dynamics CRM Online Professional subscriptions at no additional charge for customers with 10 seats or more. Customers who have purchased an Enterprise USL will have access to Microsoft Social Engagement with no minimum requirement for those Enterprise users. Customers with fewer than 10 seats can either increase their seat count to 10 or add Social Engagement as a standalone subscription. Both Social Engagement and Microsoft Dynamics Marketing are offered as online services. These subscriptions can be added to an existing Microsoft Dynamics CRM Online Professional or Enterprise subscription via the Office 365 Administrative Portal.

Special pricing for a Microsoft Social Engagement subscription is available to on-premises customers who have Professional CAL Software Assurance. Please contact your partner or reseller for more information.

Adding Microsoft Dynamics Marketing subscriptions

Microsoft Dynamics Marketing is included as part of the Microsoft Dynamics CRM Online Enterprise subscription. It's also available to our Microsoft Dynamics CRM Online Professional subscribers and our on-premises customers as a standalone subscription. Both Microsoft Social Engagement and Microsoft Dynamics Marketing are offered as online services. These subscriptions can be added to an existing Microsoft Dynamics CRM Online Professional or Enterprise subscription via the Office 365 Administrative Portal.

FAQ

Q: I just purchased a new organization, but it is not scheduled. How do I make that happen?
A: Don't worry if you haven't been contacted yet. Every week we schedule the new subscriptions into the update process, and notify you when your organization is scheduled.

How do I determine which version of CRM I have?
A: Don't worry if you haven't been contacted yet. Every week we schedule the new subscriptions into the update process, and notify you when your organization is scheduled.

Product availability and pricing

How will these new capabilities and services be made available to me?

  • New Enterprise Case Management customer care capabilities (managing entitlements, service level agreements, dynamic case routing, Yammer collaboration, and so on) will be available within Microsoft Dynamics CRM for Professional and Enterprise subscriptions. Microsoft Dynamics CRM Online subscribers will be given an opportunity to “opt in” to these changes, allowing them to control the timing of the update. We will make these updates available to on-premises customers via a service pack release in the future.

  • Unified Service Desk functionality is available in Microsoft Dynamics CRM with an Enterprise subscription (available later this spring).

  • Microsoft Social Engagement and Microsoft Dynamics Marketing are offered as online services. These subscriptions can be added to an existing Microsoft Dynamics CRM Online Professional or Enterprise subscription via the Office 365 Administrative Portal.

    • Special pricing for a Microsoft Social Engagement subscription is available to on-premises customers who have Professional CAL Software Assurance.

    • Microsoft Dynamics Marketing is available as a standalone subscription to on-premises customers.

Can I roll back changes after installing the service pack or updating CRM Online?

No, that is not possible. With this update, once you opt in to receive the new features in the product update, you won't be able to uninstall them. Read more in the previous section, “Access to product updates and new services.”


Important

Installing product updates is a one-way process. Once installed, the product updates can't be uninstalled.


How will the new customer care capabilities within Microsoft Dynamics CRM be offered to online and on-premises customers?

The new Enterprise Case Management customer care capabilities (managing entitlements, service level agreements, dynamic case routing, Yammer collaboration, and so on) are available within Microsoft Dynamics CRM for Professional and Enterprise subscriptions. Unified Service Desk functionality is available with an Enterprise subscription.

Features from the Parature service are available directly from Parature. Learn more about what Parature can do for your organization.

If I have Microsoft Dynamics CRM on-premises, how do I purchase Microsoft Social Engagement?

If you purchased your product via the Microsoft Volume Licensing program, please contact your Microsoft partner or your reseller to add a Microsoft Social Engagement subscription. If you acquired Microsoft Dynamics CRM via the Dynamics price list or have a Microsoft Dynamics CRM Online subscription, you can contact your partner or you can add to an existing Professional or Enterprise subscription via the Office 365 Administrative Portal.

Microsoft Social Engagement

What kinds of things can I listen for on social media?

You can listen for product names, brand names, competitors, and campaigns.

I thought Facebook pages were private. Where does the data come from?

Facebook profiles from individual users are usually private. Social Engagement only aggregates publicly available Facebook data—private data and conversations between friends aren't included. With Social Engagement, you can select pages and get all relevant data from that page, or get data from public posts, but there is no way to sign in or otherwise access private data.

Can I respond to someone's Facebook or Twitter post?

You can respond to Twitter posts, but not Facebook posts for now. You'll be able to respond to Facebook posts in future releases.

Can I compare how many posts are on Facebook vs. Twitter?

Yes. The main dashboard shows the volume of posts by channel, sentiment, and language (English, French, German, Portuguese (Portugal), and Spanish).

How do I get the information? Does it come in a long report?

Social Engagement offers a number of easy-to-read graphs and charts so the data is easy to aggregate, understand, and share.

Can you measure whether people are saying positive, negative, or neutral things on the web?

Yes, this is called “sentiment analysis.” Posts are scanned for keywords and phrases to determine a sentiment rating of positive, negative, or neutral. Social Engagement offers natural language processing for sentiment analysis so it can pick up on cultural cues that could be missed if the sentiment is translated to English first. Most other providers don't offer natural language processing - or they charge extra for this service.

What operating systems and web browsers does Microsoft Social Engagement run on?

Microsoft Social Engagement is supported on the same set of operating systems and web browsers as Microsoft Dynamics CRM Online. Learn more about web browser support.

When will Microsoft Social Engagement be available?

Microsoft Social Engagement is available as of April 1, 2014. Microsoft Dynamics CRM Online customers with 10 or more Professional licenses were recently notified via email of their eligibility to add-on Microsoft Social Engagement for no additional charge as a part of their current subscription. The Microsoft Dynamics CRM Administrators within an organization will soon receive an additional email with information on how to add the Microsoft Social Engagement service to their Microsoft Dynamics CRM Online subscription via the Microsoft Online Portal

If I have Microsoft Dynamics CRM on-premises, how do I purchase Microsoft Social Engagement?

If you purchased your product via the Microsoft Volume Licensing program, please contact your Microsoft partner or your reseller to add a Microsoft Social Engagement subscription. If you acquired Microsoft Dynamics CRM via the Dynamics Price list or have a Microsoft Dynamics CRM Online subscription, you can contact your partner or you can add to an existing Professional or Enterprise subscription via the Office 365 Administrative Portal.

Microsoft Dynamics CRM 2013 Fall updates

Prepare your organization for CRM 2013

Use the following sections to get everyone ready for the upcoming release of Microsoft Dynamics CRM:

CRM administrators

CRM developers

Manage customizations

Learn how the upcoming changes to CRM may affect your custom code, and download a tool to help identify items that may need attention:

Managing your CRM custom code

Review update readiness communications

After you update—next steps to success

Here's a roundup of top tips, tools, training materials, and ways to best understand and use new features. After you update to CRM 2013 -- next steps to success

 
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