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Microsoft Updates Dynamics CRM 2013, Dynamics CRM Online

The "spring wave" of Dynamics CRM updates is now generally available, Microsoft announced on Monday.

The update is available as Service Pack 1 (SP1) for on-premises Dynamics CRM 2013 users, and as the "Spring '14" update for Dynamics CRM Online users. It supports 42 languages and is accessible in 54 markets, according to Microsoft's announcement, with more expansion planned for Dynamics CRM Online during the third quarter.

Originally code-named "Leo," this update wave incorporates technologies acquired from MarketingPilot, Netbreeze and Parature, all of which were purchased by Microsoft over the span of the last two years. Microsoft detailed some of these additions in February of this year and later at the Convergence conference.

Among the new capabilities and features in this spring update wave are:

  • A Unified Service Desk, designed to help customer service agents handle multiple aspects of customer interactions -- such as e-mail, voice and IM communications -- in a single interface.

  • A Social Listening tool, which lets organizations monitor and respond to customers' social media posts about their products across different platforms and in real time.

  • A marketing automation tool called Dynamics Marketing.

According to this Microsoft blog, the Social Listening tool is free for Dynamics CRM Online users with at least 10 professional licenses. On-premises users can purchase Social Listening for $20 per user per month.

The Dynamics Marketing tool is available as a standalone service for $125 per user per month, a Microsoft spokesperson said in an e-mail. It is also included in the Dynamics CRM Online Enterprise licensing plan, which costs $200 per user per month.

Microsoft's Dynamics CRM release preview guide gives more details about the new update's features.

About the Author

Gladys Rama is the senior site producer for RCPmag.com and senior editor of AWSInsider.net.