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What’s coming in the next release of Microsoft Dynamics CRM - CRM 2016

Microsoft has announced a major CRM update to be released at the end of the year. Microsoft CRM Dynamics 2016 will have a cornucopia of new and improved features to save you time and money.


More CRM information delivered directly into Outlook.

You can now analyse your CRM data using Excel’s rich functionality directly inside Microsoft Dynamics CRM. This will save you and your sales team valuable time.

From inside a CRM record you will be able to see relevant documents stored on OneDrive, SharePoint and Office 365 Groups. Document Generation takes Mail Merge to the next level. With one click users can generate beautiful Excel and Word documents using CRM information from directly inside CRM. This saves time when generating invoices and other documents especially in a fast paced sales environment.

Customer Service

Microsoft Dynamics CRM 2016 allows creation of questionnaires to better understand customers’ needs and desires. Your customers can respond to these surveys via mobile device or computer.

Improved dashboard functionality including live tiles to show up to the minute case and queue etc. volume.

Modern user-interface design: more information is drawn into key areas so fewer clicks to find important related details.

External Party Access improves access of customers and other non-CRM users to CRM data via an online portal.

Knowledge Management is improved to allow easier curation of knowledge that matters to your customer service team.

The enhanced Unified Service desk allows agents to easily access CRM information, 3rd party application and other backend systems.


The improved functionality within the Social Listening & Social Analytics allows you to track all the chatter occurring on social media.

The Intelligent Social features of Microsoft Dynamics CRM 2016 allow your users to understand the social buzz and find leads from within social media. It saves time for sales people by differentiating between leads and cases and routing them appropriately.

Cases and Opportunities can now be created from social posts including Facebook and Twitter.

Users can interact directly with social media through CRM. Additional information about your customer base can be surfaced from social media.


The Microsoft Dynamics CRM mobile client will now work when your phone is offline.

CRM documents can now be viewed and edited via mobile office application on your mobile devices. The mobile user interface now includes more controls including slider and calendar.

The new CRM 2016 mobile interface is task based to allow you to see relevant information without worrying about record and data structure. CRM data is protected in a Bring Your Own Device (BYOD) environment, because personal and corporate data can be kept separate on user owned devices and data leakage is prevented.


Finding your key CRM data is now made simpler by the Next generation search which provides a single list of results across entities, sorted by relevance to the search text.

Microsoft Dynamics CRM 2016 has improved understanding of collaboration between groups and teams. Workflow is now more group oriented.

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Phone: +61(2) 8212 3480

Email: opsisinfo(at)opsis.com.au

Skype: opsiscrm

Postal address: GPO Box 2479, Sydney, NSW 2001

Office Address: Suite 1a,
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Pymble, NSW 2073

Training your users

Training is a vital part of your Microsoft Dynamics 365 project - so you need to get it right.  It might even be the key part of your user adoption and hence project success.

Opsis end-user training is tailored to your solution, your processes, your data and your needs. Opsis Dynamics 365 end-user training shows your people how to fulfil their roles using your solution. Training based on your solution, your processes,your data means that the learning transfers directly into your workplace.

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We also offer public courses for technical and business team members.

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Opsis is an expert Microsoft Dynamics 365 consulting company. Our focus is your Microsoft Dynamics 365 success - not licence sales or billable hours. As Principal Consultant, Gill oversees all business operations and strategic planning and execution, yet she still believes in offering personal attention to each and every client, so as to understand their needs and offer tailored solutions.  We are based in Sydney, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia.  We offer Microsoft Dynamics 365 strategy, Microsoft Dynamics 365 scoping, Microsoft Dynamics 365 implementation, Microsoft Dynamics 365 technical support, Microsoft Dynamics 365 advice and guidance, Microsoft Dynamics 365 training and mentoring.