Microsoft's quest for omni-channel service lives on in Dynamics 365 with Portals, CaféX
Microsoft will end new sales of Parature starting November 1 2016, but existing customers will not lose support or the ability to renew in any set timeframe.
In a new interview with MSDW, Microsoft has explained that earlier guidance communicated to partners about ending support for both Parature and Dynamics Marketing was inaccurate. Microsoft has not set a date for ending support. But as Parature recedes into a support state, the Dynamics 365 team intends to use lessons learned from the experience to will shape future Dynamics 365 customer service-related product choices.
See also: Marketing in Microsoft Dynamics 365: New directions for enterprise, SMB
The biggest takeaway, product leaders say, is that Dynamics CRM customers want new solutions that function and add value within the CRM product framework. Microsoft intended from the very beginning to offer Parature a "more connected experience with Dynamics CRM," but by all accounts that never happened in a way that satisfied the user base. That issue outweighed Parature's strengths in customer self-service and support and has led Microsoft to seek a new approach.
Dynamics 365 program manager Param Kahlon explained further:
"What we heard from the market is that they like the fact [Parature] has these rich capabilities around knowledge management and self-service, but [they told us they] would like it better if it ran in the same extensibility framework as CRM has. So as [they] extend knowledge, as [they] extend customer service cases, as [they] hire people who know how to work with ...
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