In this session we will explore the top 5 features of Customer Service in Dynamics 365 for Customer Engagement. We will not only discuss each feature, but you will see a live demonstration to see how it can work for you. The top 5 features we will explore are: Knowledge Management, Automatic Record Creation, Routing Rules, Social Engagement and Self-Service Portals.
This session will cover 3 typical customer service scenario and how each of these can be enhanced by the use of a portal. We will follow the experience of a customer when getting support for a product they bought, when logging a ticket on their IT portal and when entering their details for a complaint, from the point of view of the customer and the companies delivering the service.
Flow connects to a lot of things these days and it can be hard to keep up. Leon will walk us through some examples where we can use Microsoft Flow to help deliver better customer service with Dynamics across a range of third party products. He will also show how we can amplify the power of Dynamics by augmenting our system with Azure and third party services. All examples will use no code and can be rapidly implemented to take your Dynamics system to the next level.
Get introduced to powerful, easy to use data migration/integration solution for Microsoft Dynamics 365. See how to use the SSIS Integration Toolkit to integration Microsoft Dynamics 365 Service data with virtually any other application or database system and how it can scale to support constantly evolving business requirements. Learn how to create the fastest data integration yet and receive other tips for getting the most out of your data integration solution.
Learn how North52 have extended the Dynamics Portals framework to incorporate a Learning Management System where students can access courses and lessons, take quizzes and submit evidence for manual assessment, and ultimately earn North52 certifications. Using a mix of Liquid templates and real-times business rules in North52’s own product – North52 BPA (Business Process Activities) – we show how to bring portals to life with North52 BPA.
Several organizations require their field reps to use the dynamics 365 mobile app to perform their work. Unfortunately, the mobile app is limited - both in terms of functionality and interface. Business apps can enhance both and take things to the next level for users.
In this session, Microsoft MVP's Shawn Tabor and Scott LeFante will discuss how Customer Service, Field Service and Project Service, when implemented together, can compliment one another and provide a holistic service view. Shawn and Scott will also discuss when best to utilize each of the three areas and demonstrate how you integrate the three areas within Dynamics to revolutionize your customer experience.
Introduction to the Microsoft Azure Serverless Platform. What are Functions? What are Logic Apps? And practical examples on how to use them to enhance the user experience and customer experience in Dynamics 365 CE. Incuding orchestrating low code integrations with legacy systems and orchestrating real-time data processing across systems.
Live demo of how a Project Contract is set up in PSA. Aspects covered: - Order Project Price Lists as a driver for Project Contract's labor pricing - Fields on the Project Contract (like the correct use of the Product Price List field, requested delivery date etc) - Project-based lines - T&M vs FP - Order Line fields and including time, expense, fee correctly - Project Contract Line Details - Invoice Schedules and importing from project estimates - Product-based lines - Invoicing manually and with batch jobs (mentioning only as has to be a topic of its own) - Contract performance tab and what analytics are found under it - Actual and Invoice associated view
In this session, you'll learn how to use agile estimating and planning practices such as user story mapping and planning poker to plan Scrum for Dynamics 365 projects. Agile project planning is quicker, more flexible, transparent and collaborative than traditional project planning techniques. We've outgrown Gantt charts!
In this session, we will dive into the details on how to configure / customise the Scheduling Board that ships with the Unified Resource Scheduling to fit some specific needs required by your organisation. Ex: - How to automatically readjust booking time to meet requirement times, - How to customise each sections of the Scheduling Board, - How to work in different timezones. - Etc.
Show Case 2 different Power Apps against Office 365/dynamics content. High-level review of the PowerApps stack, how to setup and use it with real world business cases
Chris Cognetta is the Chief Technologist for Healthcare and Public Sector at DXC Technology and is based in Tampa, Fl. Chris is a Microsoft Business Solutions 365 MVP, along with being an active community member, Azure & CRMUG Medic Founder as well as member of CRMUG Programming... Read More →
Wednesday August 8, 2018 9:00am - 9:45am EDT
Virtual
Resource Utilization is a vital KPI in many organizations, especially consulting / service provider organizations. In this session, you'll get to learn and understand all the different facets used in Project Service to properly calculate resource utilization - target vs. Billable vs Non-Billable vs. Internal
Learn how to fully automate the deployment of your Dynamics CE customisations. I will show you how to use Microsoft’s VSTS in built tools to manage, create and deploy build tasks that can be used to automate virtually every aspect of you Dynamics CE deployment process!
Field Service for Dynamics 365 delivers intelligent, predictive, and proactive field service capabilities, including scheduling optimization and mobile enablement that set you apart by keeping the customer at the center of your business. In this session, Ben Vollmer will discuss the latest functionality in Field Service for Dynamics 365 including resource scheduling optimization, real-time technician location visibility, and Connected Field Service which combines Azure IoT and Field Service.
Many organisations have complex document management requirements for Dynamics 365, which the native integration can't fulfil. This sessions will use a mixture of demonstration and case studies to present some potential solutions to common problems. This will include organising documents by clients, using meta data, managing large volumes of documents, email attachments and permissions management. It will explore how these solutions can be delivered using customisation tools, development and third party solutions. Also bring along your challenges and lets discuss the range of potential solutions.
Microsoft's Connected Field Service offering delivers a robust set of functionality for capturing, analyzing, and working with data collected by IoT sensors. With all the moving parts the solution provides it can be overkill and a little expensive, let alone worrying about soldering components together for a simple PoC. IoT platform provider Particle.io provides easy to use hardware with pluggable sensors and its own cloud service that makes getting data into Microsoft Azure a breeze. In this session you'll see how easy it is connect a Particle IoT board to Dynamics 365 via Azure using code and no-code components.
Britta Rekstad and Matthew C. Anderson discuss queues and queue management in Dynamics 365
Topics discussed: • Core entities of Queue, Queue Item, Routing Rule, Routing Ruleset • Public vs. Private queues • Visibility to queues and queue items & security • Dynamics user teams and queues • Using queues with different entities • Routing Rules and Workflow • Solution awareness for queue entities
A comprehensive demonstration of using Bing Maps seamlessly within Dynamics CRM for Geo-Analytics and Locational Intelligence through Heat Maps for business insights, increase salesperson productivity through optimized Routing, distribution and planning of appointments, defining territories and territory alignment based on location, enhance localized Digital Marketing using demographic and geographical data in marketing campaigns, increase responsiveness of services team through location planning and mobility using the power of Maplytics™, a Microsoft Certified app for Dynamics 365.
In this session, participants will understand the capabilities of the Power BI Template for Field Service. Ulrik Carlsson will walkthrough the capabilities of the template, how to understand the metrics, combined with some observation and instructions of the overall setup to make your implementation successful.
In this session you will learn the dos and don’ts of altering view queries using FetchXML Builder for XrmToolBox, and see some common scenarios where altering view queries can provide more business relevant filtering of records.
You will also see a few other more or less known features of FetchXML Builder, to make the experience fit your own taste and needs.
To add even more value, we will use the View Designer tool where you through tool-to-tool integration with FetchXML Builder can change both the layout and the query of views.
In the second part of this session, you will learn how the new tool Related Records Analyzer can be used to investigate information hierarchies, depending on relationship behavior for various cascade configurations. You will see how to specify the relations you want to investigate, traverse from a single parent record through the information hierarchies of the matching relationship types.
Using this tool helps you understand why some records just cannot be deleted, which records that will follow when its parent is reassigned to another user, and many other practical implementations of the cascade options available in the platform.
In many of the PSA requirements that I have encountered, the request for RAID management has come up time and time again. In this session I will be explaining how to create, manage and report on RAID logs so that projects can be managed more effectively.
Serving your customers and generating brand advocacy can often be a difficult task for any business. In this session, I will be showing you how you can use Microsoft Dynamics 365 Customer Engagement as well as the associated product stack to make sure you can fulfill the promises you make to your customers and prospects and make every interaction as valuable and meaningful as possible.
MVP Colin Vermander will demonstrate the process to create and manage a Dynamics 365 Partner Portal with integration to Field Service and Project Service Automation!
The way we build and customize applications is fundamentally changing. PowerApps is now the platform on which Dynamics 365 applications are natively built, an increasing number of Office 365 applications are easily customized, and organizations around the world are using to develop transformative standalone apps. Join Ryan Cunningham, Principal GPM at Microsoft to learn what the future holds for high-productivity app development, including a detailed look at where we're going next for makers of canvas and model-driven apps in Microsoft PowerApps.
This session will take a look at how to use and get started with Microsoft Forms and using Flow to integrate Dynamics 365 for easy to use scoring and questionaiires
A step by step walk through on how to construct your first Microsoft Flow Button. And of course background info on what to do with buttons and how they can be used.
In this session Joel Lindstrom will discuss survey best practices, how the Dynamics 365 Voice of the Customer solution can be used to gather client feedback directly in Dynamics 365, and how to report on customer feedback for increased client satisfaction.
In this How2 session we will show you how to use Knowledge Management in your organization to better serve your end users and customers by providing them knowledge through self-service. Users will leave this session knowing how to configure Knowledge Management as well as tips and best practices to make the most of this essential feature of Customer Service.
By using various aspects of Microsoft services you can build a true Net Promoter Score across your entire organization. The overall solution demonstrated will use Voice of the Customer, Microsoft Flow, D365 Workflows, PowerApps, Document Templates and custom reports.
After suffering through various Dynamics365 systems that are slow, need someone to make sure that 'sync workflow ran the night', I decided I will never accept a 'temporary' long running workflow as solution to a problem. Why we build long running workflow? How to break away from them? 1. Start Small Rather than planning for a big tech dept feature refactor, choose a small story to set up your first saga. 2. Make sure you know your start-stop triggers DEMO Assuming I can only keep an Opportunity opened for 10 days, start a Saga that counts the days from when a n Opportunity has a product until the Opportunity gets won. If it doesn't within the 10 days, then close it as lost.
