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Monday, October 10
4:15 PM - 5:15 PM
The Power of Three: Dynamics 365 CRM Customer Service, Project Operations, & Field Service
  • Monday, October 10:  4:15 PM - 5:15 PM
  • Room:   Osceola 5 - Convention Center, Level 2
  • Session Number:   660
In this session, Microsoft MVP Scott LeFante and John Annunziato will discuss how Customer Service, Field Service and Project Operations, when implemented together, can compliment one another and provide a holistic service view. Scott and John will also discuss when best to utilize each of the three areas and demonstrate...
  • Advanced
  • Live Demo

Session Details

Presenter
John Annunziato
Director, Project Operations Lead
RSM US LLP
Presenter
Mr.  Scott LeFante
Director, Field Service Practice Lead
RSM US LLP
Track(s)  SuperTrack(s):  Association  Handout(s) 
Tuesday, October 11
11:00 AM - 12:00 PM
Dynamics 365 CRM Field Service Overview
  • Tuesday, October 11:  11:00 AM - 12:00 PM
  • Room:   Desoto 4 - Convention Center, Mezzanine
  • Session Number:   978
...

Session Details

  • Beginner
Presenter
William McLendon
Solution Architect
Hitachi Solutions America
Track(s)  SuperTrack(s):  Association 
Transforming your Field Service Organization: Monetization and Servitization with Dynamics 365 CRM Field Service
  • Tuesday, October 11:  11:00 AM - 12:00 PM
  • Room:   Desoto 2 - Convention Center, Mezzanine
  • Session Number:   710
...

Session Details

  • Intermediate
  • Live Demo
Presenter
Mr.  Scott LeFante
Director, Field Service Practice Lead
RSM US LLP
Track(s)  SuperTrack(s):  Association  Handout(s) 
Tuesday, October 11
2:30 PM - 4:00 PM
IoT/Connected Dynamics 365 CRM Field Service and the Positive Impact on your Organization and your Customers
  • Tuesday, October 11:  2:30 PM - 4:00 PM
  • Room:   Lafayette 1 - Convention Center, Mezzanine
  • Session Number:   656
A big challenge for the year and for the upcoming decade is to secure IoT. IoT cybersecurity is a growing concern for manufacturers and healthcare organizations. Learn about how you and your organization can prepare for the proliferation of connected devices as it undergoes continuous and rapid transformation. Complete Session Survey...
  • Advanced
  • Live Demo

Session Details

Presenter
Mr.  Scott LeFante
Director, Field Service Practice Lead
RSM US LLP
Track(s)  SuperTrack(s):  Association  Handout(s) 
Wednesday, October 12
8:00 AM - 9:15 AM
Keynote with Ryan Holiday-Coping with Complexity: The Strategy to Deliver Results in the Face of Obstacles
  • Wednesday, October 12:  8:00 AM - 9:15 AM
  • Room:   Osceola CD - Convention Center, Level 2
  • Session Number:   1032
Complexity can be found in nearly all areas of life, and without looking too hard. If you allow this entanglement to take over, you lose – a lot. Whether you are facing personal or business complexity (and let’s be honest most of us live in a world that has both...

    Session Details

    Presenter
    Ryan Holiday
    Track(s)  Association 
    Wednesday, October 12
    9:30 AM - 10:30 AM
    Microsoft Dynamics 365 CE (CRM) General Session
    • Wednesday, October 12:  9:30 AM - 10:30 AM
    • Room:   Osceola CD - Convention Center, Level 2
    • Session Number:   1037
    Join other Microsoft Dynamics CE/CRM users at Summit at the CE/CRM General Session as we talk all things product release, project roadmaps, and strategy! At this general session, we are also going to be doing an All-Star Awards ceremony to recognize our community leaders. Lastly, bring your best customer highlights...

      Session Details

      Presenter
      Heidi Neuhauser
      Partner
      Reenhanced
      Presenter
      Jonas Rapp
      Microsoft MVP, Power Platform and Dynamics 365 development nerd
      CRMK
      Presenter
      Ms  Kylie Kiser
      Senior Solution Architect
      Hitachi Solutions
      Host
      Pam Misialek
      Community Director
      Dynamic Communities
      Presenter
      Sarah Jelinek
      MVP, MCT, Enterprise Solution Architect
      Arctic IT
      Presenter
      William McLendon
      Solution Architect
      Hitachi Solutions America
      Track(s)  SuperTrack(s):  Association 
      Wednesday, October 12
      3:00 PM - 4:00 PM
      Power BI: It's Not Just for Data Nerds
      • Wednesday, October 12:  3:00 PM - 4:00 PM
      • Room:   Lafayette 3 - Convention Center, Mezzanine
      • Session Number:   801
      ...

      Session Details

      • Beginner
      • Live Demo
      Presenter
      Rod O'Connor
      Jack of all trades
      eOne Integrated Business Solutions
      Track(s)  SuperTrack(s):  Association 
      Work Order Completion Survey Building Using Dynamics 365 CRM Customer Voice and Power Automate
      • Wednesday, October 12:  3:00 PM - 4:00 PM
      • Room:   Desoto 5 - Convention Center, Mezzanine
      • Session Number:   673
      ...

      Session Details

      • Beginner
      • Live Demo
      Presenter
      Ms  Morayo Allibalogun
      Jr. D365 Analyst
      Ludia Consulting
      Track(s)  SuperTrack(s):  Association 
      Thursday, October 13
      9:00 AM - 9:45 AM
      Dynamics 365 CRM Unified Service Desk 101: Learn USD from Soup to Nuts
      • Thursday, October 13:  9:00 AM - 9:45 AM
      • Room:   Desoto 4 - Convention Center, Mezzanine
      • Session Number:   1040
      ...

      Session Details

      • Beginner
      Presenter
      Jon Rastia
      Dir of Innovation and Technology
      ArganoArbela
      Track(s)  SuperTrack(s):  Association  Handout(s) 
      How Dynamics 365 CRM Field Services in the Public Sector/Non-profit Space Will Optimize Your Operation - User Showcase
      • Thursday, October 13:  9:00 AM - 9:45 AM
      • Room:   Citrus - Convention Center, Level 2
      • Session Number:   668
      ...

      Session Details

      • Beginner
      • Fast Chat
      Presenter
      Ms  Allie Lemieux
      Sr. Partner Development Manager
      Microsoft Tech for Social Impact
      Presenter
      Kevin Bane
      Process Improvement Manager
      Philadelphia Housing Development Corporation
      Presenter
      Mr.  Robert Kanzler
      Principal
      RSM US LLP
      Track(s)  SuperTrack(s):  Association  Handout(s) 
      Universal Resource Scheduling at Scale for Dynamics 365 CE (CRM)
      • Thursday, October 13:  9:00 AM - 9:45 AM
      • Room:   Desoto 2 - Convention Center, Mezzanine
      • Session Number:   677
      ...

      Session Details

      • Intermediate
      • Live Demo
      Presenter
      William McLendon
      Solution Architect
      Hitachi Solutions America
      Track(s)  SuperTrack(s):  Association 
      Thursday, October 13
      11:15 AM - 12:00 PM
      Omnichannel for Dynamics 365 Customer Service: Setup, Struggles and the Awesome Sizzle Factor
      • Thursday, October 13:  11:15 AM - 12:00 PM
      • Room:   Coastal 4 - Convention Center, Level 2
      • Session Number:   666
      Omnichannel offers multiple additional features to extend D365 Customer Service to engage across voice, chat, SMS. Customers want to engage across channels, but most businesses are not setup to handle this seamlessly. Setting up Omnichannel is simple once you understand the process, but can be extremely challenging. In this session...
      • Intermediate
      • Live Demo

      Session Details

      Presenter
      Ms  Paige Cassada
      Dynamics 365 Practice Manager
      C5 Insight
      Track(s)  SuperTrack(s):  Association