A Sneak Preview of Microsoft Dynamics CRM 5.0: More Social Networking, Charts, Customer Service Capabilities

Microsoft Dynamics CRM 5.0 will emphasize social networking, a new Windows-like interface, and new capabilities for charts and drilling down, and improved customer service capabilities.

That was the word from a preview presented at the CRM User Group Summit by Reuben Krippner, product manager for Microsoft Dynamics, who told the excited audience he would only provide information on the web client. From there, he dove into social networking.

"One of the powerful features of social networks is that people feel uninhibited in their commentary," he said, adding that CRM 5.0 will give users the ability to link updates to Twitter, therefore publicizing company news and opening up opportunities for immediate customer feedback.

From a structural standpoint, Krippner explained the new version will look like Windows, providing users with an interface they are comfortable with. He also said it will have "lots of charts" and the ability to drill into charts for detailed data.

"You will be able to find your own charts and use them in the dashboard," he said. "Therefore, you will have a role-tailed view in terms of how you want to see things in the system."

According to Krippner, 5.0 will allow users to customize applications and "add new attributes on the fly, like changing the drop down menu. It will be as easy as adding and removing Windows features. There are lots of efficiency gains there."

Christian Pedersen, senior director for Microsoft Dynamics CRM, emphasized the improved functionality 5.0 will provide, including "the ability to much better handle multiple tasks at the same time. This means business tasks, work tasks. In CRM 5.0, we will have these tasks running at the same time next to each other and that is really ...