Skip to main content

Microsoft announces General Availability of Social Engagement as Spring '15 release wave, Social CRM loom

by Jason Gumpert

Microsoft Social Engagement user interface

As Microsoft's stock price enjoys a big day (up 9.9% at the moment) following better than expected earnings for Q3 2015, the Dynamics CRM team announced the general availability Social Engagement, an update to Microsoft Social Listening that adds a new user interface and new social analytics and action tools.

"The new name is more than just a branding change. It reflects a completely reimagined user experience for companies, extending beyond social listening and sentiment analysis to offering true social engagement," writes Microsoft CVP Bob Stutz in a blog post announcing the release.

The user interface redesign includes dashboards with new filtering options on authors, post types, assignee, and labels. It also adds new visulizations such as phrase clouds, top fans, top critics, and top hashtags.

Social Engagement also includes new capabilities aimed at the customer service manager who may want to monitor and take action on social channel communications by tracking and responding in the right format on the right social platform.

These enhancements are a precursor to further enhancements to Dynamics CRM that will tie in social capabilities. Some social case management capabilities will be available with the Spring '15 update to CRM Online through a feature called link2CRM. link2CRM will take a social post and create a case, opportunity or lead (also any custom entity), according to a Microsoft spokesperson. "For example, a customer service representative who sees a support issue ...

FREE Membership Required to View Full Content:

Joining gives you free, unlimited access to news, analysis, white papers, case studies, product brochures, and more. You can also receive periodic email newsletters with the latest relevant articles and content updates.
Learn more about us here

About Jason Gumpert

As the editor of, Jason oversees all editorial content on the site and at our events, as well as providing site management and strategy. He can be reached at

Prior to co-founding, Jason was a Principal Software Consultant at Parametric Technology Corporation (PTC), where he implemented solutions, trained customers, managed software development, and spent some time in the pre-sales engineering organization. He has also held consulting positions at CSC Consulting and Monitor Group.

More about Jason Gumpert