Microsoft has made several acquisitions and launched new capabilities for Dynamics CRM that have brought a wealth of customer engagement solutions to the CRM forefront in the areas of Field Service, Customer Service, Service Delivery, User Adoption, Social and Data Analytics. In this one-hour tour we’ll give you a concise rendition of what these capabilities are, and explore how these new capabilities can empower companies and organizations to deliver personalized, differentiated experiences that the market now demands.