What's new for administrators and customizers in Microsoft Dynamics CRM 2016 and CRM Online


Applies To: Dynamics CRM 2016, Dynamics CRM Online

We’re excited to introduce these new features for Microsoft Dynamics CRM Online 2016 Update 1 and Microsoft Dynamics CRM 2016 Service Pack 1. For end user features in this release, see: CRM Help & Training: What's new. If you’re a developer, see: What's new for developers: Microsoft Dynamics CRM 2016.

You can also view the Readme file.

In this release, we’re introducing Learning Path, a new guided user experience that provides context-sensitive, interactive, and scenario-based guided tasks and sidebars personalized to the user, their lifecycle stage, and role. Whether the user is participating in a trial, has just purchased, or has recently updated their service, Learning Path helps them onboard quickly, facilitates adoption, and improves productivity.

In this release, we’re providing Learning Path guidance for onboarding, what’s new, and frequent tasks such as lead management in the web and mobile apps.

Contents page for Learning Path in CRM Online

More information:Video button Watch a short video (1:49) on Learning Path

This release introduces the first Microsoft-published version of portal capabilities for CRM. Portal capabilities for CRM empower the 84% majority who prefer to find answers on their own through self-service and community options.


Portal capabilities are provided as an add-on for customers who upgrade to the latest version (CRM Online 2016 Update 1).

We’re extending CRM to the web to include:

  • Profile management capabilities

  • Configurable business components

  • Rich web content configuration capabilities

  • Responsive design for desktop, tablet, and mobile

Customers can purchase portal instances as a CRM add-on in the Office 365 admin center. These portal instances can then be configured to work with their CRM Online instances. The provisioning system automatically deploys the portal solution to Azure.

Out-of-the-box portal solutions include:

  • Custom portal. The custom portal is a basic portal that contains flows and pages common to all portals. It includes basic support content as well as custom applications to meet the specific support needs of different organizations, including login/authentication features and contact pages.

  • Customer Self-Service portal. Lets customers access self-service knowledge and support resources, increasing customer satisfaction, reducing call center volumes, and ultimately allowing service agents to focus their efforts on issues of greatest impact.

  • Employee Self-Service portal. Creates an efficient and well-informed workforce by streamlining common tasks and empowering every employee with a definitive source of knowledge. Employee self-service is now available worldwide using CRM and portal capabilities, and is available in all CRM Online markets.

  • Community portal. Enables peer-to-peer interactions between experts in the community, subject matter experts within an organization, and internal and external users. Communities organically grow the catalog of available knowledge from knowledge base articles, forums, and blogs. Participants can provide feedback through rating and comments features. Contributors can also receive alerts on content revisions and workflow updates.

  • Partner portal. Create an environment for interacting with your partners and collaborating on sales opportunities to provide products and services based on your customers' needs.

    Partner relationship management portal capabilities include:

    • Account and contact management

    • Channel opportunity management

    • Partner profiling

    • Opportunity distribution

    • Delegated administration

More information: 

You can enable feedback on entities to allow customers to write feedback for any entity record, or rate the entity records within a range of allowed ratings. For example, enable feedback or ratings on the Case entity to receive feedback on the customer’s support experience. When several customers rate a record, the ratings can be consolidated through a custom rollup field.

By default, feedback is enabled for the Knowledge Article entity and the rollup field is added to Knowledge Article entity.

Enable an entity for feedback

More information: Enable an entity for feedback

Project service automation capabilities for Microsoft Dynamics CRM provide an end-to-end solution that empowers organizations to deliver project-based engagements on time and within budget. Project service automation capabilities help you:

  • Estimate, quote, and contract work

  • Plan and assign resources

  • Enable team collaboration

  • Capture time, expense, and progress data for real-time insights and accurate invoicing


Project service automation capabilities are provided as an add-on for customers who upgrade to the latest version (CRM Online 2016 Update 1).

Project service automation capabilities include:

  • Project-based contracts. Project contracts relate quotes and orders to project plans, financial estimates, labor pricing, and billing arrangements, like time and materials or fixed price. The contract highlights key metrics, including profitability and feasibility.

  • Project planning. Visual project planning and estimation includes predecessors, automatic task scheduling, and views of sales and cost information for time and expenses. You can use the resulting plan in quotes and project contracts.

  • Resource management. Resource information includes the skills and proficiencies of your workforce. You can view and filter resources based on skills and availability, so you can assign the right people to the right projects. You can also track resource utilization and forecasting metrics.

  • Time and expenses. Team members can use the web or mobile apps to record time and expenses for multiple projects. Managers can easily approve new entries while understanding the financial implications of the newly-approved items.

  • Project billing. Project invoices reflect the terms of the contract and the approved work and expenses. The financial impact of project work, including costs, unbilled revenue, and invoices, is recorded for use in analytics and integration into financial systems.

Both project service automation capabilities and field service capabilities (see below) share a resource pool, with resource schedules appearing in both.

More information: 

Field service is an end-to-end solution that delivers advanced scheduling, inventory tracking, and asset management for service depots and highly mobile, in-field specialists who need to fulfill work orders and provide preventive maintenance across multiple sites under complex service agreements.


Field service capabilities are provided as an add-on for customers who upgrade to the latest version (CRM Online 2016 Update 1).

Field service capabilities include:

  • Characteristics and proficiency ratings. You can define proficiency and competency levels and set them as requirements for a work order. Proficiency and competency levels are also part of the worker profile, so you can make an appropriate match when scheduling resources.

  • Detached schedule support. Field service capabilities support time allocation outside of a work order. For example, a field tech can schedule time for lunch or supply provisioning without having to associate that time with an empty work order.

  • Out-of-the-box business processes. The CRM incident management business process is closely aligned with the work order process. If a field service work order originates from a case, the originating case is visually part of that workflow, which spans from case creation through work order completion.

  • Mobile enhancements. Drip scheduling enhances and de-clutters the user experience by displaying fewer upcoming work orders. It also improves dispatch control by limiting the number of declined work orders or change requests by field techs.

Both field service capabilities and project service capabilities (see above) share a resource pool, with resource schedules appearing in both.

More information: 

Enhanced Power BI integration lets you discover, analyze, and share data-sourced visualizations with colleagues. Power BI provides information workers and everyday business users with data analysis and visualization capabilities to get better business insights.

Features available in this release include:

  • New Service Content Pack includes several key service indicators such as cases created, cases resolved, satisfaction percentage, top agent leaders, and most used and viewed KB articles.

  • Improved Sales Manager Content Pack includes OData (Open Data Protocol) version 4.0 support.

  • The ability to embed Power BI tiles directly from a CRM user dashboard without having to switch to the Power BI service.

More information: Embed Power BI tiles in your personal dashboard

Imagine being able to make product recommendations to your customers when they select an item for purchase. When you connect CRM Online to the Azure Recommendations API using Azure Machine Learning, this becomes available to you. You can use the Recommendations API to build an advanced machine learning model for automatic cross-sell product recommendations based on historical transaction data. Once you add the product recommendations capability in CRM by using the Recommendations API, a native capability is added to the product catalog to generate automatic recommendations by configuring connectivity to the service. In addition, you set up the product catalog and synchronization to build a machine-learning-based recommendation model. You will then use this model to make recommendations in CRM transactions, such as opportunity, quote, or order level, to suggest additional cross-sell products and help improve the total value of the deal.


Product recommendations is offered as a preview feature for CRM Online customers only. A preview feature is a feature that is not complete, but is made available before it’s officially released so customers can get early access and provide feedback. Preview features aren’t meant for production use and may have limited or restricted functionality. Preview features must be enabled by a CRM administrator.

More information: Preview feature: Create and manage models to make product recommendations

You want your customer service reps to quickly resolve cases with high customer satisfaction. Using the Azure Machine Learning Text Analytics service with CRM Online, you can set up service case analysis to automatically provide your support staff with more relevant solutions from the knowledge base. They spend less time searching for answers and more time providing the right response.


Knowledge base suggestions is offered as a preview feature for CRM Online customers only. A preview feature is a feature that is not complete, but is made available before it’s officially released so customers can get early access and provide feedback. Preview features aren’t meant for production use and may have limited or restricted functionality. Preview features must be enabled by a CRM administrator.

More information: Preview feature: Automatically suggest knowledge articles

In previous releases of CRM, SLAs were enabled by default just for the Case entity. Now users can enable SLAs for any custom entity, and for any of the following system entities:

  • All activity entities (such as Email, Task, and Appointment) except recurring appointments (RecurringAppointmentMaster)

  • Account

  • Contact

  • Invoice

  • Opportunity

  • Quote

  • Lead

  • Order

Enable for SLAs

More information: Enable entities for service level agreements (SLAs)

The interactive service hub can now be integrated with Unified Service Desk so users can open and control interactive service hub pages inside Unified Service Desk.

We have also enhanced the interactive service hub in other ways. You can now:

  • Add iFrames and web resources to the interactive experience forms to support extensibility scenarios

  • Configure the lookup field properties to show filtered records in the interactive experience forms

  • Configure language filters in the Knowledge Article Search pane so Customer Service Reps can filter knowledge articles based on languages

  • Add the SLA timer to the Main interactive experience form

We also made metadata sync improvements to reduce download times for users.

For more information on enhancements to the interactive service hub for customer service reps, see What's new for end users.

We’ve enhanced Unified Service Desk in several ways:

  • Interactive service hub integration. The interactive service hub can now be integrated with Unified Service Desk so users can open and control interactive service hub pages inside Unified Service Desk.

  • Windows Update. Unified Service Desk also supports Windows Update now. Windows Update is an easy and free way to help keep Microsoft applications (like the Unified Service Desk client) safer and running smoothly. Just turn it on, and you'll get the latest security and other important updates from Microsoft automatically, or you can choose to apply updates manually.

  • Demo packages. New demo packages include samples for new Unified Service Desk environments, upgrading existing Unified Service Desk environments, interactive service hub integration, and Dynamics CRM 2013 or later web client.

  • Telemetry. You can now help improve Unified Service Desk by sending usage data to Microsoft anonymously.

More information: What's new in Unified Service Desk update 2.1


Mobile offline synchronization, an enhanced offline experience that goes further than the offline drafts experience, is now available for CRM Online customers. The new mobile offline capabilities provide a richer offline experience for end users, allowing them to view, update, and add records while using the mobile apps offline—without having to save changes or additions as drafts first. The new mobile offline experience also supports conflict detection.

More information: Configure mobile offline synchronization for CRM for phones and tablets

Working offline with Dynamics CRM mobile apps (3:16)

Dynamics CRM mobile applications for iOS and Android can now be managed by Intune Mobile Application Management (MAM) without enrolling the device. This protects company data in Dynamics CRM without requiring IT to enroll and deeply manage the user's entire device. This is particularly useful for bring-your-own-device (BYOD) scenarios where end users don’t want to or can’t enroll their devices for IT management. This capability is also useful if a device is already enrolled in another MDM solution.

Use Azure with CRM Online to set up conditional access from mobile devices. You configure conditions for CRM access at the Azure Active Directory group level. For example, you might want to set up conditions that require multi-factor authentication for mobile users accessing CRM when they’re not at work—or maybe you want to require it at all times. You can also set up conditions that require the user’s mobile device to be compliant with your policies before the user can access CRM.

If you configure conditional access, before a user can connect to CRM, the device they use must be:

  • Enrolled with Intune or a domain-joined PC

  • Registered in Azure Active Directory (this happens automatically when the device is enrolled with Intune)

  • Compliant with any System Center Configuration Manager compliance policies deployed to that device

If a conditional access condition is not met, the user receives one of the following messages when they sign in:

  • If the device isn’t enrolled with Intune, or isn’t registered in Azure Active Directory, a message provides instructions about how to install the company portal app, enroll the device, and (for Android and iOS devices), activate email, which associates the device’s Exchange ActiveSync ID with the device record in Azure Active Directory.

  • If the device isn’t compliant, a message directs the user to the Intune web portal where they can find information about the problem and how to remediate it.


To use conditional access, you must have an Azure Active Directory premium subscription.

More information: Secure and manage CRM for phones and tablets

We made metadata generation improvements to reduce configuration times for mobile users after you customize your CRM system. The metadata package that's generated after you make customizations contains only the items that have changed. Instead of starting over if there's a problem downloading the metadata package, the download starts from where it left off the next time a user starts the app.


The Company news and timeline solution lets users see the latest and most important news from Bing news on their mobile devices. News articles are organized by time (Today, This Week, Last Week) and contain the headline, date/time, and source of the news article. Important events are detected and categorized, including management changes, earnings releases, new offerings, cost cutting, growth, legal issues, acquisitions, and partnerships.

You can use a new custom control to add and configure a news feed for the mobile apps.

More information: Get the Company news and social timeline for CRM for phones and tablets

Use the new Organization Insights Dashboard to get a quick overview of key areas (such as activity and usage) for your CRM Online instance. See views like the number of active users and form load times.

Organization Insights dashboard


The Organization Insights Dashboard is offered as a preview feature for CRM Online customers only. A preview feature is a feature that is not complete, but is made available before it's officially released so customers can get early access and provide feedback. Preview features aren't meant for production use, and may have limited or restricted functionality. Preview features must be enabled by a CRM administrator.

More information: Preview feature: View metrics about your instance with Organization Insights dashboard

You can use server-side synchronization to automatically synchronize email, tasks, appointments, and contacts between CRM and Microsoft Exchange.

In CRM 2016, we introduced the capability to create a hybrid environment by connecting CRM Online with Exchange Server (on-premises). Now you can do a reverse-hybrid scenario by connecting CRM on-premises with Exchange Online. This means you can now use server-side synchronization for all four connection scenarios:

Server-side sync connection scenarios


Server-side synchronization is required for CRM App for Outlook (lightweight app) or for Exchange folder tracking. It’s not required for CRM for Outlook (full app), but you can use it as the synchronization method for Dynamics CRM for Outlook.

We introduced CRM App for Outlook in CRM Online 2016 Update. You can use this lightweight app to track email from within Outlook. In Dynamics CRM App for Outlook, CRM data appears right in your Outlook Inbox.

Now you can use Dynamics CRM App for Outlook with CRM on-premises.

CRM App for Outlook for CRM (on-premises) and other scenarios

You can use Dynamics CRM App for Outlook with the following capabilities on the following clients.

Read email

Compose email

Outlook on the web (OWA) on all major desktop browsers



Outlook 2013



Outlook 2016



Outlook for Mac




Dynamics CRM App for Outlook requires Exchange Server 2013, 2013 SP1, or 2016. Previous versions of ExchangeServer don’t support the add-in platform that Dynamics CRM App for Outlook requires.

More information: Deploy CRM App for Outlook (lightweight app) 

Previously, several out-of-the-box entities in Dynamics CRM, such as the Case, Lead, and Opportunity, entities contained a field that represented a customer (account or contact). With this release, you'll be able to add the Customer field to any system or custom entity to track the customer information you need.

More information: Create and edit fields

We're opening a new datacenter in India. Once available, you can open new tenants or migrate existing tenants to this datacenter.

The Package Deployer tool has been expanded to run from a command prompt and it accepts a parameter that allows for more control over solution package deployment, including language selection and the option to preserve data. The Windows PowerShell cmdlets for the Package Deployer include the same enhanced functionality.

More information:  Use Package Deployer tool at the command line

Relevance Search delivers fast and comprehensive search results in a single list, sorted by relevance. To boost performance, Relevance Search uses a dedicated search service external to Microsoft Dynamics CRM, powered by Microsoft Azure. As an administrator or customizer, you can enable and configure Relevance Search in the user interface without writing code. Many of the configuration steps will look familiar to you, since the user interface is similar to the Quick Find configuration.


Relevance Search is offered as a preview feature for CRM Online customers only. A preview feature is a feature that is not complete, but is made available before it's officially released so customers can get early access and provide feedback. Preview features aren't meant for production use, and may have limited or restricted functionality. Preview features must be enabled by a CRM administrator.

More information: Configure Relevance Search for the organization

Once you publish customizations, the first user to start one of the CRM mobile apps or the interactive service hub can experience performance issues, because their sign in prompts CRM to prepare the metadata package for download. That means the first user has to wait for both the metadata package preparation and the download (subsequent users only have to wait for the download).

With Dynamics CRM 2016 Update 0.1 or later, you can improve performance for that first user by clicking the Prepare Client Customizations button after publishing your customizations. This prompts CRM to prepare the metadata package right then instead of waiting for the first user to start a mobile app or the interactive service hub.

Prepare Client Customizations button

Now your users can use the right storage option for the right situation. For example, store private documents using the new OneDrive for Business option. For collaborative storage, use Office 365 Groups, and for documents you want to share with a larger group or company-wide, use SharePoint.


OneDrive for Business is currently available in SharePoint Online and coming to SharePoint on-premises with SharePoint 2016.

More information:

If your team frequently creates the same Excel documents over and over in CRM, use Excel templates to speed up document creation. For example, use a pre-formatted template to monitor sales and project cash flow (pipeline analysis) or forecast sales. After creating and uploading a template, share it with the team.

Dynamics CRM Excel templates

More information:

Standard documents are a cornerstone of business dealings – from quotes and contracts to work orders and invoices. With this release, your users can create documents from standardized templates, and pull in CRM data at the same time. Use templates to enhance productivity, reduce human error, and ensure consistent communication across the company.

More information:

Office Delve proactively surfaces trending documents relevant to you and your work. Discover new content and make new connections right from a dashboard.

Office Delve dashboard in Dynamics CRM

More information:

Now it’s easier to configure CRM for phones and tablets once and deploy everywhere. See how your changes will look on tablets and phones in the new mobile form and dashboard previewer.

More information: Use the form editor

Use new visual controls in CRM for phones and tablets to help mobile users enter CRM data faster, and to provide a richer visual experience. This set of custom controls includes sliders, switches, star ratings, video embedding, and a calendar control that you can use to give users a view of their activities in a calendar format instead of a list.



Linear slider

Mobile linear slider control

Option set

Mobile control option set

Flip switch

Flip switch mobile control

Star rating

Star rating mobile control

Radial knob

Radial knob mobile control

Multimedia control

Multimedia mobile control

Pen control

Pen mobile control

Website preview

Website preview mobile control

Number input

Number input mobile control


Auto-complete mobile control

Input mask

Input mask mobile control

Linear gauge

Linear gauge mobile control

Bullet graph

Bullet graph mobile control

Arc knob

Arc knob mobile control

Calendar control, phone

Calendar control, phone, day

Calendar control, tablet

Calendar control with menu open

More information:

Use the CRM mobile apps in conjunction with Microsoft Intune. Intune provides mobile management capabilities that allow you to encrypt, remotely wipe, and apply policies to your CRM mobile apps to comply with your company’s security policies. Encrypt data with Intune on Apple, Android, and Windows devices.

More information:

You can now use iFrames and web resources in forms for mobile apps, just like you can in the CRM web app.


For Windows devices, you must be using Windows 10.

More information:

New task-based experiences are immersive experiences that allow users to focus on the tasks they need to do, not the records they need to interact with. With task-based experiences, you can bring data from multiple entities into a single user experience. For example, if users need to do a series of follow-up steps after client meetings, create a task flow.

Example of mobile task flow


Mobile task flows are offered as a preview feature for CRM Online. Preview features are subject to specific limitations. Learn more about preview features.

More information: Create a new task flow

Interactive service hub dashboards provide workload information across single and multiple streams and enable service personnel to take action directly from a dashboard.

Dynamics CRM interactive service hub

You can choose from four layouts to customize these dashboards. For example, customize streams, charts, filters, and sortable filters. Or create all-new dashboards.

This release also introduces two new types of forms for the interactive service hub: Card and Main InteractionCentric.

By default, these new forms are available for selected out-of-the-box entities enabled for the interaction-centric design. These include:

  1. Case

  2. Account

  3. Contact

  4. Social Profile

  5. Custom entity

  6. Activities:

    1. Email

    2. Phone call

    3. Task

    4. Appointment

    5. Social Activity

    6. Custom Activity

You can customize these forms or create new interactive-centric forms for any new custom entity that’s enabled for the interactive design. Quick create and quick view forms are shared between the web client and the interactive service hub.

You can also customize the Reference Panel (related items) on interactive service hub forms by adding vertical tabs.


Upgrades aren’t supported for version 1 of the interactive service hub. When you upgrade to CRM 2016, your service hub forms (for valid service hub entities) won’t automatically be upgraded to include all customizations that you make to web client forms for the same entity. For example, if you have customized the main case form in the web client, the service hub case main form will be the system-defined form—it will not include any customizations. You’ll need to make those customizations manually (provided those customizations are supported in version 1).

More information:

You can now integrate CRM and SharePoint in all four possible combinations:

  • CRM Online to SharePoint Online

  • CRM Online to SharePoint on-premises

  • CRM on-premises to SharePoint Online

  • CRM on-premises to SharePoint on-premises

More information: Set up SharePoint integration with Microsoft Dynamics CRM

If you currently use CRM Online and Exchange on-premises, and you synchronize email, appointments, contacts, and tasks with Dynamics CRM for Outlook, or if you synchronize email with the Email Router, you can now synchronize email, appointments, contacts, and tasks by using server-side synchronization.

Supported combinations of CRM and server-side sync

More information: Connect CRM Online to Exchange Server (on-premises)

If your organization uses server-side synchronization for email processing, you can use the improved Server-Side Synchronization Performance dashboard to monitor the health of mailboxes in your organization, and quickly troubleshoot problems.

Server-side Synchronization Performance dashboard

More information: Troubleshooting and monitoring server-side synchronization

In CRM 2015, we enabled powerful scenarios where business logic could be executed based on the business process and stage. However, to use this functionality, you needed to write JavaScript. By enabling rules to be defined based on the currently active process, the active stage, its category, or the selected stage, business logic can now be defined by business analysts. It’s much less costly to define these rules through the user interface and you can make updates to business logic more frequently to keep up with the pace of an ever-adapting business.

More information: Create business rules based on business process flows

Use the new Data Loader service (accessed from a link in the CRM Admin Center) to import bulk data into CRM Online. Upload large data files to cloud staging tables where you can perform light data quality functions, and then push the data to CRM Online. This service also supports recurring data imports.


The Data Loader service is offered as a preview feature for CRM Online. Preview features are subject to specific limitations. Learn more about preview features.

More information: Learn more about the Data Loader service

With solution segmentation, you can export solutions with selected entity components, such as attributes, forms, or views, rather than entire entities with all the components. This will provide a tighter control over what you distribute in solutions and solution patches. You don’t have to write any code to create segmented solutions.

More information: Use segmented solutions and patches to simplify solution updates

Unified Service Desk provides an agent desktop with information from CRM and third-party applications in a combined user interface. Improvements in Unified Service Desk 2.0 include:

  • An improved installation and deployment experience

  • Support for OAuth

  • Ability to integrate with third-party telemetry systems and analytics systems such as Azure HDInsight

  • Improved administration and agent experience

  • Performance and stability improvements

More information:

You can install most Microsoft Dynamics CRM 2016 Server server roles on a Server Core installation of Microsoft Windows Server. More information: Server Core installations

The following Microsoft Dynamics CRM Online 2015 Update 1 features now apply to Microsoft Dynamics CRM 2016 on-premises:

With the new navigation bar design, you can find information easier and faster, even if you have to navigate through a large number of entities. We also provided access to most recently viewed records (up to 30 records) and quick navigation in large forms with many fields.

More information: 
Video: New navigation tour
Help & Training: Get around in Microsoft Dynamics CRM, CRM for Outlook, and mobile devices

Microsoft Dynamics CRM Online 2015 Update 1 made enhancements to Microsoft Dynamics CRM forms so that they load faster. However, if you have forms that include unsupported customizations, these enhancements can cause compatibility problems. To avoid these compatibility problems, you can temporarily turn off the form enhancements in System Settings by setting Use legacy form rendering to Yes. More information: How to check an organization for unsupported customizations


The Use legacy form rendering setting is expected to be removed in an upcoming release of Microsoft Dynamics CRM. Therefore, we recommend that you update your customizations as soon as possible and set Use legacy rendering to No to take advantage of the form rendering enhancements.

When a form is used that has unsupported customizations, such as unsupported JavaScript, the user will receive an error message. To see information about the error, choose View the data that will be sent to Microsoft and see the details within the CrmScriptErrorReport tags.

You can enable folder-level tracking for Microsoft Exchange folders to map an Exchange folder to a CRM record. Any email moved to that folder will automatically be linked to the mapped record in CRM. For example, let’s say you have an account called “Adventure Works” in CRM. You can create a folder in Microsoft Outlook called “Adventure Works” in your Inbox folder, and then create Exchange rules to automatically route email messages to that folder based on the subject or body of an email message. Next, in CRM map the Adventure Works folder to the account record (Adventure Works).

More information: Configure Outlook or Exchange folder-level tracking

Earlier versions of Microsoft Dynamics CRM were limited to the Older Than X Months clause for filtering, by using Older Than. You can now filter on additional units of time including minutes, hours, days, weeks, and years. The Older Than X clauses can be used with Advanced Find, the saved view editor, and queries that are based on FetchXML.

You can create a custom look and feel (theme) for your application by changing the default colors and visual elements provided in the uncustomized CRM system. For example, without writing any code, you can create your personal product branding, add a company logo, and provide entity-specific coloring. The theme colors are applied globally throughout the application, with the exception of some legacy areas, such as gradient buttons. You can define multiple themes, but only one can be set and published as the default theme. Custom themes are also supported by Microsoft Dynamics CRM for Outlook.


Changes made to an organization's theme aren’t included in solutions exported from the organization. To learn how to export\import a custom theme, see: Manage configuration data.

More information: 
Change the color scheme or add a logo to match your organization’s brand
Help & Training: Change the color scheme or add a logo to match your organization’s brand

Previously, the behavior of the Date and Time field was limited to the current user's local time zone. With this “time zone aware” behavior, we couldn’t properly address cases where the date and time needed to be presented independently of the user’s local time zone, such as for birthdays or hotel check-in times. In this release, we introduced two new time zone independent behaviors for the Date and Time data type to address such cases:

  • Date Only

  • Time Zone Independent

More information: Behavior and format of the date and time field

You can now compute the difference between two dates by using new built-in functions available for calculated fields: DIFFINDAYS, DIFFINHOURS, DIFFINMINUTES, DIFFINMONTHS, DIFFINWEEKS, DIFFINYEARS.

More information: Define calculated fields

Rollup fields help you obtain insights into data by monitoring key business metrics. In this release, we’re further enriching your experience with rollup fields by adding new capabilities that include:

  • Calculations using the AVG operator.

  • Aggregating data across all activities related to a record, such as phone calls, emails, or appointments.

  • Aggregating data across all activities related to a record and activities indirectly related to a record via the Activity Party entity. For example, by using the Activity Party participation types, you can include emails where the account is listed only on the To: and Cc: lines for aggregation.

More information: Define rollup fields

Enhancements to business rules let you clear field values on both the client and server to ensure accuracy of your CRM records. No code required.

More information: Create and edit business rules

Workflows and dialogs support many business scenarios. In previous releases, you could call basic SDK actions, such as create, update, and delete a record, from a workflow or a dialog. In this release, we coupled workflow and dialog capabilities with the power of custom actions, so now you can invoke a custom action directly from a workflow or a dialog without writing any code.

More information: Invoke custom actions from a workflow or dialog

To improve performance of certain operations in CRM systems and help correctly identify data imported into CRM from external systems, we provided a new way of uniquely referencing records in CRM through alternate keys. Until now, the records in CRM were only referenced by unique identifiers, known as GUIDs. However, some external systems can’t be extended to store CRM record GUIDs. For these cases, you can now reference records by using alternate keys that aren’t GUIDs. An alternate key has a unique name and you use one or more entity fields to define the key, for example, account name and account number. While you can define an alternate key in the Customization area in the web application (Components >Entities > Entity <X> > Keys), the key can only be used programmatically, in code.

More information: Define alternate keys to reference CRM records

The new phone app features the “design once, deploy everywhere” paradigm. It allows administrators to deliver the same feature-rich experience available on CRM for tablets to users of the phone app. The app includes full support for charts, processes, multiple dashboards, customization, and business logic (business rules or JavaScript). The administrator can also selectively hide tabs, sections, or fields.

More information: Set up and manage phones and tablets and Customize CRM for phones and tablets

Microsoft Dynamics CRM for Good is a special version of CRM for tablets that works with Good Technology’s mobile security platform. Microsoft Dynamics CRM for Good is currently supported for Apple iPad running iOS 7 or later. To use Microsoft Dynamics CRM for Good, you must have Good Dynamics server software and services from Good Technology. The app is listed in the Good Dynamics Marketplace and can be downloaded from the Apple App store.

More information: Secure your mobile data with CRM for Good

Large CRM organizations that synchronize their data with external data sources can now enable entities for change tracking, which will enable a new change tracking API to be executed against the given entity. Using the new API, you can reduce the load on your server resources and save processing time when extracting CRM data and syncing it to an external store.

More information: Enable change tracking to control data synchronization

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