MSL is one of the more recent additions to the Dynamics CRM suite of tools that are available to monitor and interact with the various social media channels available. This is a service that can bring your organization to the forefront by allowing a system user to track campaigns as well as brand and product impact and interact in real time with customers, thus putting your business in front of customers as a leader across the social web.

Social listening is a separate application that can integrate into Dynamics CRM in all three default application modules as well into custom-created components.

For Dynamics CRM Online, MSL is included in the current licensing model, but your organization must meet the minimum eligibility criteria to get this functionality. For on-premise deployments, integration with MSL is available at a cost.

For marketing professionals, this service can analyze and present the customers' perceptions of campaigns in real time. It also allows marketers...