This week Microsoft made a very strategic acquisition of Parature to fill a gap that customers need that Microsoft Dynamics CRM has not been able to fulfill in the past without third-party software. Customer Support/Knowledgebase/Portal are features that Parature offers and I am sure like other recent Microsoft acquisitions Microsoft will do a nice job in tightly embedding this technology directly in CRM and give it a similar look and feel.
In mid-2014 Microsoft is scheduled to release a major update to the Service Module of Microsoft Dynamics CRM 2013. I would anticipate that the Parature integration would be part of that release for both their online (cloud) offer and on-premise. As Microsoft continues to grow its cloud offerings this is just another piece of the puzzle. Nice move by Microsoft and solidifies Dynamics CRM in this space.
You can read more details on the announcement directly from Microsoft here
