CRM 2013- Part Three- Getting Social!

Posted on: May 23, 2014 | By: Jim Bertler | Microsoft Dynamics CRM

In this third edition of what’s new in CRM 2013, I want to explore the new social and communication tools that Microsoft has built into CRM 2013 and Microsoft CRM and social media in general.

The first item to discuss is the Record Wall. Although not technically a “new” feature, it has been updated and renamed the Social Pane. It is located right in the middle of all forms using the new User Interface (UI). It allows the user to see what’s happening immediately with any Activities, Notes, and a new feature- Social Posts, as well as create new activities, notes and posts directly.

 

So what are Social Posts? Microsoft CRM 2013 integrates fully with Yammer, an enterprise Social collaboration product from Microsoft that is an add-on to Microsoft CRM 2013. Contextual conversations can be initiated within Yammer or CRM, and posted automatically within the Social Pane in CRM.

Other items that have become integrated into CRM include the use of Skype and Lync. For example, you could click on a phone number in CRM, and initiate a Skype call directly from the form. If your organization uses Lync, a user can IM, call, or initiate a meeting directly from Microsoft CRM.

The social and collaboration functionality now embedded in Microsoft  CRM 2013 allows the user to quickly see the current interactions with customers and make the appropriate business decisions.

If you would like to see more about Microsoft CRM 2013 and what it can do for your organization, contact Logan Consulting for an in depth discussion of Microsoft CRM 2013.

 

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