Power Community

Power Community

Dynamics 365 Customer Experience Summit 2022

Dynamics 365 Customer Engagement Bootcamp 2022
From Thu 23rd June To Sat 25th June
7:00 pm 8:00 pm
Customer Voice – Enterprise Feedback Management App for your organization
Mihir Shah - Solution Architect
Microsoft Dynamics Customer Voice is an Enterprise Feedback Management App. This session will help you in setting up the Customer Voice App. Learn about the App, create Projects / design and send survey and analyze responses. Also get to know some of the considerations when deploying Customer Voice.
6:00 pm 7:00 pm
Are You Afraid of Dynamics 365 Managed Solutions?
Tom Northrup - Snr. Architect Dynamic Consultants Group
Are You Afraid of Dynamics 365 Managed Solutions?
5:00 pm 6:00 pm
The art of building serious business relationships
JC Quintana - Author, Educator, Researcher on Building Serious Business Relationshipd
Let’s start a little revolution and shift our attention to the relationship and experience outcomes technology supports. While technology enablement is an essential component of business, we must understand how business and technology outcomes go hand-in-hand. JC speaks frankly about the important strategic conversations stakeholders need to have to get customer experience, and the technology that powers [...]
1:00 pm 2:00 pm
Getting started with Dynamics 365 Omni Channel for Customer Services
Devikumari Krishna - Solution Architect
Devi Kumari a Community leader and Microsoft Solutions Architect from Bosch Global Software Technologies shows how to get started with Omni Channel for Dynamics 365, showing how to setup the Channel Integration Framework, Integrations with MS Teams, Facebook, Whatsapp and social media. Devi explain the solution architecture and processes of transferring Calls between Human agents and [...]
3:00 pm 4:00 pm
Omnichannel for Customer Service – New voice channel explained
Neil Parkhurst - Microsoft Business Solutions MVP
In this session, Dynamics 365 Customer Services and Call Centre Expert Neil Parkhurst gives a demo of how the new Omnichannel voice channel operates, including a demo of how easy it is to create a voice IVR using Power Virtual Agents.
Crypto payments on Dynamics 365 via RFID
Fady Anwar, MBA, PMP - Solutions Architect
Imagine building crypto applications in Excel-like low code, wouldn’t this be awesome? If you agree with me, then what would be a more befitting application than processing blockchain payments on Dynamics 365? Since Microsoft had open sourced its leading low code programming language PowerFx, it’s now possible to power so many potential applications via extending [...]
9:00 am 10:00 am
Getting Started With Project Operations
Priyesh Wagh - D365 Solution Architect, Microsoft MVP
Priyesh Wagh is well known for his contributions to PSA Project Service Automation, Which Microsoft has now relaunched as Project Operations providing deeper integrations into Finance and Operations. Priyesh Shows you how to get started with Dynamics 365 Project Operations Lite, including Deal to Proforma invoicing. You will learn How to plan project-based sales, create accurate [...]
8:00 am 9:00 am
Advanced Field Service Configurations
Gabriel Dias Junckes - Lead Consultant
Dynamics 365 Field Service provides flexibility to fit different business processes. In this session, we will deep dive into the advanced configurations.
9:00 am 10:00 am
Implementing Unified Service Desk for Delivering Call Centre Operations
Krupa K - Sr.Software Engineer @ Bosch global software technologies.
Implementing Unified Service Desk for Delivering Call Centre Operations Krupa from Bosch Global Software Technologies shows how they have delivered Dynamics 365 Unified Service Desk for multiple Global Healthcare Organisations to deliver effective medicate and covid response management. Devi and her colleagues will explain how Unified Service works and is implemented, from the solution framework [...]
4:00 pm 5:00 pm
End to end customer service with the all in one contact centre
Sree Yeggina - Director of Readiness at Microsoft
Microsoft's Sree Yegina Shows how to achieve end to end customer service with the all in one contact centre! Deliver Omnichannel Engagement Find the best suited agents through intelligent unified routing Modernise case management & resolution Leverage data driven processes and analytics
12:00 pm 1:00 pm
Working with Dynamics Virtual Tables and Portals
Kranthi Gullapalli - Technical Lead | AIS
In this session we would learn, how to retrieve the data from a SQL data source into Dynamics 365 using the Virtual Tables feature and additionally we will explore does the Virtual Table updates reflect on portals and can we update back from portal to a Virtual Table
10:00 am 11:00 am
Personalize Customer Experience with Dynamics 365 Customer Insights
Wahaj Rashid - Dynamics 365 Solution Architect
Dynamics 365 Customer Insights is a leading Customer Data Platform (CDP) which enriches Customer data, generates actionable insights and provides your customers a personalize experience. In this session, we will cover Customer Data Platform Introduction, Dynamics 365 Customer Insights (CDP) capabilities, use cases and product walk-through.
10:00 am 11:00 am
Overview on D365 Field Service Enterprise Implementation
Jeevarajan Kumar - Solution Architect
This session will focus on D365 Field Service Implementation for Enterprise customers. We'll see in detail how FS can be leveraged in different industries and values by building personalised customer experience, empowering your frontline workers, reducing truck roll by optimizing scheduling etc. We'll also see general good practices in FS enterprise implementations.
8:00 am 9:00 am
Deciphering the licensing model in your project solution
Nicolás Fernandez - MVP, MCT, Solution Director
When we are designing a Dynamics 365 Customer Engagement solution, either from pre-sales or during the project, something that may not be taken into account is the licensing model and yet it is of great importance. In this session we'll look at the Dynamics 365 Customer Engagement licensing model, and discuss some tips for making [...]
Roadmap to Recovery: The Customer Engagement Annual Plan
Geoff Ables - Managing Partner
No one starts their CRM project without a plan. But most companies fail to create a plan that results in success. In fact, 47% of CRM projects fail 2 or more times before organizations get it right. Initial or annual planning for customer engagement is a unique process. This session delivers an annual planning framework [...]
7:00 pm 8:00 pm
Revenue Engineering: 5 Steps to a CRM-Ready Sales Process
Geoff Ables - Managing Partner
If you want your sales team to increase deal size, decrease cycle length, improve win rates, avoid letting deals slip through the cracks, deliver meaningful forecasts, and continuously improve sales results - then you need a sales process. In this non-technical session you will learn to create a sales process that your users will adopt, [...]
7:00 am 8:00 am
Dynamics 365 Field Service with Remote Assist
Ramprakash Duraisamy - Software Specialist at Bosch Global Software Technologies
In this session, I will cover Work Order creation, Allocation, Unified Scheduling, Remote Assist(with Microsoft teams) and Live technician tracking.
5:00 pm 6:00 pm
Let’s get cracking with Power Virtual Agents!
Dian Taylor 🇳🇱 🇺🇸 - Presales Director
In this introductory session I will discuss Power Virtual agents and all the components that make up PVA! There will be lots of demos, and at the end of this session you'll be ready to start building your own Power Virtual Agent chat bot!
1:00 pm 2:00 pm
Delivering Kick-Ass Customer Experience: Business basics for D365 Marketing and Customer Insights
Sebastian Zack - Director Microsoft Customer Experience
In this session, I am going to design business targets with data, show how to build matching segments and leverage this from Customer Insights towards Dynamics 365 Marketing. From business to IT, how can we connect data, business and technology. I am going to teach how business and IT can work together to foster sucess [...]
3:00 pm 4:00 pm
Prepare your Sales and Marketing Team for Customer Journeys
Sergio Macias - Dynamics & Power Platform Practice Lead
In this session I will share some best practices based on experiences on how to onboard you Sales and Marketing Team when you have Sales and implementing Marketing, I will share some learned lessons from real projects
Dynamics 365 Customer Engagement Apps licenses
Muhammad Mustajab - CE Technical & Power Platform Consultant
Confuse like me when we see those license docs? I cannot figure out how and what type of license we should use? No worry let me share my experience with licenses that will help you understand the Customer Engagement Dynamics 365 licenses.
2:00 pm 3:00 pm
Real-Time Location Tracking, Auto Scheduling, Territory Management, Optimized Routing, and more within Dynamics 365
Sushma Mohitlal - Business Manager
The locational component of data empowers a business to level up its day-to-day performance to a brand-wide growth strategy. Everyday tasks such as lead generation, targeted marketing, sales area planning, client complaint resolution, and more could be analyzed, strategized, and resolved differently using geo-mapping solutions integrated within Dynamics 365 CRM / PowerApps. Join us as [...]
Manage Subscription, Recurring Billing & Taxation processes in Dynamics 365 the easy way
Jairaj Nadar - Business Development Manager - Inogic IP Products
In recent years the subscription economy has shown a significant growth of 437% which clearly indicates that the subscription business model is here to stay. With this fast-growing subscription economy, there comes the need to streamline and manage these subscriptions smoothly. And this is where our popular business management app Subscription and Recurring Billing Management [...]
12:00 pm 1:00 pm
Customer Experience with AI
Baris KANLICA - Microsoft MVP and Trainer
Would you like to enhance your business with AI? It is easy to add intelligence to your business and create tailored AI models to automate processes and find insights. In this session, I will demonstrate to you how AI models are designed to optimize your business processes to achieve better customer service.
11:00 am 12:00 pm
Collaborate on complex business scenario’s with task based work inside Model-driven apps
Ben den Blanken - Power Platform Lead
In complex business processes you want to streamline work going through different stages, departments and people. In this demo heavy session I will show you some battle tested solutions to help you guide users through their work! In my experience it is absolutely vital to use Business Process Flows in complex business scenario's. Sure they [...]
11:00 am 12:00 pm
High quality documents from D365 CE – design in MS Word, Excel & PowerPoint and generate documents wherever you need them!
Fabian Huber - Senior Technical Evangelist
Generating and distributing customer-specific documents, such as quotes, invoices, reports, contracts & more is still a time-consuming task? It doesn’t have to be. Easily integrate data from all your Dynamics 365 Customer Engagement standard & custom entities without any programming and let dox42 take care of the document generation. What you will see in this [...]
How dual write in D365 changes the picture
Ayoub Chaabi - Technical Architect
Introduction of Dual write, the out-of-the-Box integration between Finance & Operations and Customer Engagement. We will discuss the advantages and known difficulties of using dual write. The focus will be on the customer master data including the Global Address book data integration.
6:00 pm 7:00 pm
Bringing Power BI into the Dynamics 365 CE (and bringing Dynamics 365 CE into Power BI)
Scott Sewell - Microsoft Principal Program Manager
Dynamics 365 CE contain amazingly valuable data for the end-users and for the organizations' leadership. Additionally, most Dataverse-based apps would benefit from additional data to enrich the '360-degree' view of an entity. Learn the surprising options and best practices (and how to avoid potential pitfalls) of connecting Power BI with Dataverse.
2:00 pm 3:00 pm
Handle the most complex quoting with ease in D365 with Experlogix CPQ Configure, Price, Quote
Wim Mak - EMEA Sales Director
Now more than ever is it more important for your sales process to be both efficient and simple. Join this session to learn how Experlogix CPQ (configure, price, quote) can help businesses streamline quote-to-order processes in Microsoft Dynamics to help them spend less time creating quotes and more time selling. We will explore capabilities including: [...]
4:00 pm 5:00 pm
Drive end to end journey with Real-time marketing in Dynamics 365
Ashish Rana - Principal Solution Architect
Join Ashish, to learn about the key difference between Outbound and Real-time journeys in the Marketing app. How to use and choose the right journey for your customer. Some use cases and best practice to use on the journey.

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