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In the CRM space, Microsoft's year has been defined by the
steady release of new and updated products. Some were
re-released to align differently with the broader
business applications portfolio ( Dynamics 365
Customer Voice (previously "Forms Pro" and Project
Operations), while updates to Dynamics 365 Marketing and
Sales offered more typical product enhancements and expanded
feature sets. The year also saw Microsoft re-commit
to offering its own industry-focused solutions like
those in nonprofit and healthcare.
The articles presented
below represent Dynamics 365 Customer Engagement-focused news
and articles that covered 2020's most
notable product changesd the topics that our
audience was most interested to read about.
This older model of Outlook
integration for Dynamics 365/CRM had been a target
for replacement for years, but Microsoft delayed the final
move several times over at least three years. The company made
a definitive announcement of its demise in March 2020,
with the COM add-in's end date of October 1. The long
slow demise of this tool reflects its importance for some
organizations. And this article's consistently high traffic
stats (even past October) provide one more example
of the broad impact of this change on customers.
officially replaced Project Service Automation this year. The
change appears to have come from the product team's
desire to rationalize project-related applications to bring
all the strengths together, from project finances to project
management tools to project resources, into one offering. The
result is a new offering that Microsoft promises will
be richer in capabilities than its predecessors. So
far, however, it also seems to be
a more confusing product for existing customers to
understand and prepare for.
Microsoft explained that there will be transition
licensing that should prevent most customers from seeing their
costs explode as a result of the change. But as a
supposedly unified offering, Project Operations now faces a
more formidable challenge: bringing
together disparate capabilities (some updates
are not planned until mid-2021 at the
earliest), filling in some notable gaps, and rationalizing the
whole thing atop Dataverse.
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