2019 H2 D365UG CE Magazine by Dynamic Communities, Inc

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Top 10 D365UG CE Webinars

Events 9 User Group Summit North America Enhancing business performance 10 with marketing automation

Tips and tricks for Dynamics 365 for Customer Engagement user adoption

Optimizing CRM in the midst of a cloud transformation

Shine A Spotlight - Aaron Back

- Aaron Howell

- Sissy Bรถttcher

Meet the Summit North America Programming Committee - Julie Yack

- David Berry 23

- Diane Taylor 24

Trending Topics 27

Word Find 29

The CRM List 31

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Alithya 20 Arbela Technologies

2019

From the General Manager

ARTICLES

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When you finish reading, share your favorite article on Twitter, #D365UGCE. H2 2019 | 3

FROM THE GENERAL MANAGER TONY STEIN

When “BI & Reporting” evolves to “A.I. and Analytics”!

rtificial Intelligence Powering the Future is our theme your D365UG|CRMUG magazine and with the rapid rate of innovation coming from Microsoft, should we be surprised? For years, many of us have thought about intelligence (or at least I have) solely relating to what our database tells us. So naturally, topics around data quality, data management, relationship modeling and understanding your data were always some of the hot topics across the User Group to help with our adoption and success. So much in fact, we’ve for years fostered learning across tracks at User Group/Community Summit events appropriately labeled “BI & Reporting” because we of course need to know what the data is telling us and how we can market, engage, sell, service, and support our customers accordingly. In addition, there are User Adoption tactics fostered that state “If it’s not in CRM or Customer Engagement, it didn’t happen”. But is that really the case anymore? Whether we like it or not, human interaction with products, services, applications, domains, etc. is happening with or without our understanding. And instead of fighting users and adoption with input tasks all the time what if A.I. empowered it naturally in our customer interactions and understanding within the context CE/CRM, making it a more intelligent CRM? This concept of intelligence is no longer just an internally sought after topic of understanding what you have or know within Dynamics 365 CE or CRM but also what externally could augment, compliment, and empower your organization to the next level. We hope this magazine featuring your peer to peer insight in understanding the role, insights, outputs, and principles in working with A.I. can help you with increased Dynamics 365 Customer Engagement success with your organization. As you evolve so does your User Group, so be sure to explore the “A.I. and Analytics” Track at marque User Group & Community Summit events go forward as we continue to explore these big data concepts for more intelligent Dynamics 365 CE/CRM for us all! Sincerely,

Tony Stein General Manager, D365UG

H2 2019 | 5

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Top 10 D365UG CE Webinars D365UG CE is excited to feature our Top Downloaded Webinars for the first half of 2019, covering everything from Customizations to the Power Platform. As hard as it is to believe, we are already nearly through 2019. To keep from moving too fast and to celebrate all of the great content our User Group volunteers contribute every day, let’s rewind the clock and take time to appreciate the top performing virtual content from the first half of 2019. Did you know there are 121,000+ educational content session downloads annually across all User Groups? As a way to highlight some of the amazing success and incredible programs community members shared last year, D365UG CE is excited to share our Top 10 Downloaded Webinar Recordings. That’s right, the votes are in – YOUR votes.

HERE ARE THE RESULTS:

7 Habits of Highly Effective CRM Leaders Presented by: Geoff Ables

3 5

Upgrades Checklist

Demystifying the Power Platform Presented by: Chris Huntingford

Presented by: Tad Thompson

XrmToolBox and Other Helpful Tools for Administrators Presented by: Kylie Kiser and Michael Ochs

Power BI Self-Service in an Enterprise Environment Presented by: Line Krogh

Personas and Journey Maps Presented by: Geoff Ables

Thank you to all D365UG CE volunteers who have helped deliver this outstanding content! Interested in sharing your knowledge and hosting a webinar yourself? Fill out your volunteer profile at: www.crmug.com/volunteer-profile 2019 has been amazing year for the D365UG CE community - packed with networking, education and best practice sharing. Here’s to another year of great content! Share on social with the hashtag #D365UGCE - What have been your favorite webinar topics so far in 2019?

8 | D365UGCE Magazine

Wrangling your Business Processes using Workflows Presented by: Kylie Kiser

Integrate PowerApps into Dynamics 365 Customer Engagement Presented by: Colin Vermander

CRM Activity Management: From Vicious Cycle to Virtuous Process Presented by: Geoff Ables

Solution Management Your Customizations on the Move Webinar and Panel Discussion by Aiden Kaskela, Patrick Wright, and Todd Mercer

Make sure you’re logged in with your member ID to enjoy these on-demand webinar recordings. The technical content library of recorded webinars is a valuable benefit offered to full paid members of D365UG CE. If you are unable to access the recorded webinars, please contact alka.desai@ dynamiccommunities.com to discuss upgrading to a premium membership so you can access full benefits, like our 800+ recordings in the content library.

events The weekly D365UG/CRMUG

Webinars

Event Guide and www.crmug.com

October 9 Power Blogging for Small Business (CMA)

are your best sources for the latest D365UG/CRMUG event information as this list is subject to change. Events are added weekly, so check back often and get registered for the next exciting D365UG/CRMUG event.

October 22 Panel Discussions Series: Administration: System Change Managem8ent November 12 Al in Dynamics 365 Customer Engagement November 21 Do Marketing? Become Active in the Channel Marketing Alliance (CMA) December 11 Social Media Site Tools, Techniques and Tips (CMA)

Local User Group Meetings November 8 Wisconsin (Milwaukee) November 13 D365UG/CRMUG Oregon (Portland) November 13 CRMUG Washington D.C. November 13 CRMUG Washington (Seattle)

“I want to thank you for

November 13 CRMUG Texas (Houston) November 14 CRMUG Minnesota (Minneapolis/St. Paul)

a spectacular Dynamic

November 14 D365UG/CRMUG Florida (Jacksonville)

Communities event

November 14 D365UG/CRMUG Florida (Miami/Ft. Lauderdale)

experience! This was my first

November 14 D365UG/CRMUG Florida (Orlando) November 14 D365UG/CRMUG Florida (Tampa)

Summit, and I had the BEST

November 15 CRMUG Washington (Reston)

experience with every facet of

November 19 CRMUG Tennessee (Chattanooga)

it. The workgroups, event hall and professionalism of your team were stellar and second to none! I was overall wowed

December 4 CRMUG Wisconsin (Fox Valley) December 4 CRMUG Indiana (Indianapolis) December 5 D365UG California (Inland Empire) OR

Conferences October 15-18, 2019 User Group Summit North America - Orlando

by the whole event and the networking opportunities not only with Users, but also with vendors. I will highly recommend this to all Microsoft Users.” – Vice President, Visionet Systems, Inc.

Check out the event calendar on www.crmug.com by clicking on the conferences. H2 2019 | 9

USER GROUP

SUMMIT North America 2019PREVIEW:

Enhancing business performance with marketing automation by

User Group Summit North America delivers the can’t-miss annual conference for users of the Microsoft Business Applications Platform – featuring education on all versions of Dynamics 365, AX, CRM, GP and BC/NAV and the Power Platform (Power BI, PowerApps, Flow). With credible peer-to-peer knowledge exchange at its core, this event provides focused learning and networking as users gain instrumental solutions for their everyday challenges and larger organizational goals. In every industry and across the globe, Summit is well known as a premier usercentric experience. This year, Summit promises to be the biggest and best event ever – with more sessions, deeper insights, additional networking and plenty of unique, new on-site activities. Learn more: na.usergroupsummit.com/explore/crm

10 | D365UGCE Magazine

MARIE WIESE

Microsoft Dynamics users are set to arrive in Orlando, Florida, October 15-18 for the 2019 User Group Summit North America event to discuss the latest changes in the product line-up from Dynamics 365 to the Power Platform. The range of apps in the Dynamics 365 Customer Experience suite now includes a rapidly maturing Marketing app, and other vendors in the Microsoft channel offer an even broader range of automation and management capabilities. And while organizations need strong marketing, they are often short on understanding how to apply modern applications to execute on their strategy (assuming they have one). Without a cohesive plan, tools like Dynamics 365 for Marketing might sit underused (perhaps only deploying a bit of email automation) or unused. And worse still, Microsoft partners often suffer from the same skill shortcomings as their clients when it comes to delivering successful marketing solutions. Marketing CoPilot founder Marie Wiese will be presenting at User Group Summit about effective use of marketing technologies available to the Microsoft ecosystem, including Dynamics 365 for Marketing and ISV solutions. She has worked in the marketing field for twenty-five years and has spent the past five years focused on lead management and marketing automation in the Microsoft channel.

Working with Microsoft partners and ISVs, Wiese was surprised to discover that many of these companies have common struggles with both new marketing technology and go-to market strategy overall. In fact, marketing may be the weakest leak in many companies, she says:

Marketing is always a tricky piece for a company in the B2B space. I’ve been at this over 25 years and business owners struggle to understand the resources to achieve the right execution. That doesn’t go away with a lot of companies. [I always like] Tom Peters’ quote that the only two things that matter in a company are marketing and innovation, the rest is just cost. If you’re not doing those two, your business is going to suffer. It’s easy for us to jump to ask what tools we need. A few years back it was buy some AdWords, get some email campaigns to get the marketing going…Typically the sales team is stronger than the marketing department. Maybe you have a lonely marketing manager sitting around doing trade shows, not really given guidance around business strategy. How do you reverse engineer a sales goal?

Advanced marketing comes to the Microsoft channel Marketing product options are quickly evolving, particularly with Microsoft’s introduction of Dynamics 365 for Marketing last year. Since it offers management of multiple marketing channels including email, events, and SMS, it addresses one of the common misconceptions among the newest generation of marketers, says Wiese.

One of the disservices done over the last 10 years is the belief that there’s a silver bullet like email marketing, PPC or SEO. Those tools are means to an end, but don’t necessarily solve the problem in the beginning. Business owners are now starting to realize there’s more to it.

Passing along marketing insights at Summit After speaking at eXtreme365 over the last two years, Wiese will lead a panel discussion about how to choose the right marketing automation tool at Summit. The panelists include an MVP, an integrator, and a professional who will speak about the implementation process. She also plans to lead a few other informal sessions on variants of the topic.

[We’ll talk about] Dynamics 365 for Marketing which gives people this functionality out of the box. There’s ClickDimensions, one of Microsoft’s largest ISVs, with native integrations into Dynamics and there are other tools that people are trying to bolt [onto D365]. I work with HubSpot and Constant Contact a lot.

The fundamental change that all companies need to acknowledge is that the sales process for all companies, B2C and B2B, has changed forever. There is no going back. Buyers have spoken and they want to use digital tools to make decisions about what to buy and who to work with. So just using products like email marketing or a CRM database to “push market” is no longer enough. You need to understand customer engagement and have marketing automation products actively tracking how a person interacts on your website and what you can do to mimic the lead qualification process online. People are 60 to 80 percent through the buyer journey before you’ve heard from them. But marketing automation, is capturing a whole bunch of information of what people are doing when they engage on a landing page. [It produces a] set of qualification metrics, for you to decide whether or not they are ready for sales to have a conversation. The age old problem between sales and marketing is generating all these leads only to have sales say none are qualified. Marketing automation tied to CRM lets marketing teams build processes to qualify until sales can truly take over the conversation. For those slated to attend and for any still on the fence, Wiese advises that the conversations in and around the event sessions are a good way to gain an understanding of how others are approaching common problems.

I think there’s been a real shift in the market in the last 12 months. We’re seeing a real blending of partners [in terms of] the products they’re selling. We’re seeing the line between partner and ISV getting thinner and thinner. Companies as users are struggling with more and more complicated problems. She added:

The real value of these kind of events are the conversations in the hallways, face to face with others in the channel.

MSDynamicsWorld.com (MSDW) collaborated with Dynamic Communities to explore the User Group Summit North America 2019 conference in a series of preview articles. Thank you MSDW for conducting these interviews! Read more at: https://msdynamicsworld.com/ug-summit-2019

H2 2019 | 11

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USER GROUP

SUMMIT North America 2019PREVIEW:

Tips and tricks for Dynamics 365 for Customer Engagement user adoption by

HEIDI NEUHAUSER

Attendees at the October Summit North America event will be able to explore how to get the most out of Dynamics 365 for Customer Engagement adoption. One of the experts presenting a session in this track is Heidi Neuhauser, a Dynamics 365 implementation specialist for Beringer Technology Group, a Microsoft Gold Certified Partner. Neuhauser spoke with MSDW about her involvement in the event and the subject of the sessions she’ll be presenting.

Putting together the event Neuhauser has had a lot of experience working with Dynamics CRM. She began using version 4.0 of the application in 2010 and every version since, all the way up to Dynamics 365 CE online today. She was on the customer side for about seven years, working at AmeriGas Propane and Surgent Professional Education and on the partner side for the last three.

On the customer side, I was the CRM system administrator at AmeriGas Propane. I was in charge of managing our CRM system, training our salespeople, just making sure that everything was up and running and then making all the enhancements. [At Beringer], I do project management and I am a CRM implementation specialist. I help other companies develop all of their project needs. I am a user adoption specialist, so I specialize in training and end-user adoption of the technology.

As a member of the user adoption committee, Neuhauser helped choose sessions for the event:

We had a series of phones calls with everybody who was on that committee and we went through all the session proposals that had been entered by users of CRM, vendors, and partners. Then we walked through what everybody was interested in presenting and determined what we thought would be most valuable to the attendees.

Best practices for user adoption One of the sessions Neuhauser will be presenting is called “10 User Adoption & Training Best Practices You Can Implement Today.” In this session, attendees will learn best practices, tips and real-life examples of how organizations like theirs have overcome the same struggles that they face.

This session is going be about tried-and-true user adoption tips and I’ll be talking a little bit of how adults learn and how you can leverage the technology of CRM to enhance user adoption. These best practices and tips come from my experience in all the companies I’ve helped roll out CRM. Neuhauser will also be presenting a session called “Building a Model-Driven App in Dynamics 365 Using Outof-the-Box Functionality.”

This is a new feature in the new version of Dynamics 365 and I know all of my customers have a lot of questions about what is and how to do it. It’s a little scary – it’s like the unknown thing. So this is going to be a workshop where I’m going to talk about how to build one in Dynamics 365. People are invited to bring their laptops with them and I’m hoping they leave that session with their very first model-driven app in hand. This is the sixth year Neuhauser will be going to Summit and, as in the past, she’s looking forward to networking with her peers.

I love meeting new people in the CRM world. I love hearing how they have solved similar problems in their organizations that I or my customer might be facing—as well as just learning new things. I like to go to a session that is out of my comfort zone at least once. So I am more on the administrative and user adoption side. I tend to talk more to the new CRM system administrators so sometimes I like to pop into some of the developer track [sessions], which is not in my wheelhouse, and hear what’s happening there. Over the years, the networking has been good and the session content has been really great, too.

H2 2019 | 13

USER GROUP

SUMMIT North America 2019PREVIEW:

Ascensus is in the midst of a cloud transformation. Madden explained:

Optimizing CRM in the midst of a cloud transformation by

DAN MADDEN

Members of the Microsoft Dynamics community are preparing to gather in Orlando, Florida, October 15-18 for the User Group Summit North America 2019 event. Dan Madden, CRM program manager at Ascensus and an event volunteer and speaker, spoke with MSDW about what those in attendance can expect at Summit. Ascensus is the largest college and retirement savings provider in the US, based just outside of Philadelphia. The firm helps millions of people save for some of life’s biggest events, such as retirement, education and healthcare. Madden, who joined the organization with past experience using CRM in a financial services environment, says Dynamics 365 for Customer Engagement (D365CE) is very much an enterprise tool for Ascensus. The company uses Dynamics 365 for Sales, Customer Service (including Unified Service Desk), and is beginning to leverage Marketing capabilities as well.

14 | D365UGCE Magazine

We started off using on-premises software but are already in the process of migrating our sales organizations to the cloud. That’s our vision right now so we can quickly deploy Microsoft’s ongoing cloud enhancements, and therefore, maximize our investments in technology. Our firm is continuing to experience rapid growth and success and migrating to the cloud will allow our CRM team to stay ahead of our business by enabling us to leverage out of the box features and functionality as compared to developing custom code.

Planning wide-ranging tracks Madden volunteers regularly for CRMUG and hasn’t missed a Summit since 2012. He recalls that the event marked a transition at a previous employer. The organization moved away from their existing CRM system due to lessons learned at the conference.

Our business was growing, and we needed more of a platform to grow with. I went to shop for tools and got great feedback from current Microsoft partners and CRMUG community members. I left the conference with a defined business partner, a large community of new contacts, and launched Dynamics a few months later. Summit hits a sweet spot for many CRM professionals because it’s a forum to help us all leverage CRM to its fullest potential. This is why our team attends every year. Witnessing the growth of the conference since 2012 has been astounding. Since first attending, I’ve become a member of the planning committee and I actively volunteer in the CRMUG community, contributing to webinars, articles, and speaking at conferences to help give back. If you are looking to stay current with evolving business needs, industry hot topics, best practices, new solutions, and how firms are leveraging CRM to help drive their firm’s growth strategy, this is the conference to attend year-over-year.

Madden is on the event’s planning committee for the leadership track and will be speaking in three sessions. Ascensus is sending ten team members this year, a good portion of their 14-person enterprise CRM team, and they will be participating with Madden in at least one session. CRM product owners Kylie Kiser and Monica Stehr will be leading a few sessions.

Since we have so many skilled experts on our team, we wanted to encourage them to share their knowledge at this year’s conference. So the entire team attending will be presenting “Tips to managing a successful agile CRM program”. The speaking panel will consist of a variety of team roles including product owners, business analysts, scrum masters, software engineers, and quality assurance analysts. Here you’ll have to the opportunity to see a client team present, which is unique at most industry events. We are very excited to share our lessons learned and how we are managing an extremely aggressive product roadmap in the midst of our cloud transformation. Madden plans to moderate another panel about best practices and lessons learned from firms navigating the CRM landscape, as well as a welcome session for firsttimers to ensure they get the most out of the conference. He suggested some of the other topics in the leadership and professional development track for attendees to look for including: how to have a winning CRM strategy from beginning to end; how to prepare users for change; how organizational maturity affects a D365CE implementation; five dysfunctions of a Dynamics team; planning for D365CE success; a customer success panel for small and medium business; creating a D365CE annual plan; and peoplecentric digital transformation.

The key takeaways Every year when he attends, Madden pays close attention to what’s highlighted in the Microsoft roadmap:

One of the key sessions I look for is the Microsoft keynote. It’s a showcase in front of the entire audience about what’s coming. It’s a session all conference attendees immediately mark on their calendars. The sessions provides an overarching view of what’s coming, which allows CRM professionals to begin strategizing ways to incorporate Microsoft’s roadmap innovations into their organization’s CRM environment. He plans to stay on top of roadmap initiatives and other changes that will have the biggest effect on the D365CE community.

There’s always one topic that’s the elephant in the room for a CRM project: user adoption. Unless users are leveraging CRM as part of their daily practice, you’re going to struggle with adoption. If a conference isn’t diving into that, then I think there are questions to be asked. Also, the Power Platform –Power BI, PowerApps, and Flow-- and new Artificial Intelligence capabilities will be a hot topic for a lot of interested attendees. I’m happy to see the agenda reflecting those areas of investment given the impact to the community. I’m very excited to hear about upcoming roadmap innovations from Microsoft, as well as user adoption challenges and success stories from lots of like-minded CRM professionals. Everyone who attends this conference will leave with a much clearer understanding of the Microsoft roadmap, which translates into actionable enhancement ideas to better harness the power of Dynamics 365.

H2 2019 | 15

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Shine a Spotlight Active D365UG CE Community Member Aaron Back

Dynamic Communities (DC): If I am new to this community, what can I absolutely not miss? Aaron Back (AB): 1) Connecting with your local chapter community. This is a great way to get peer-to-peer networking and learning close to where you are! 2) Community forums. There are many experts across all industries, roles, and version that are willing to answer questions you may have. This is also a great way for you to help others by sharing your knowledge. 3) Webinars. The are many webinars on great topics that will enhance your Dynamics 365 CE skills and expertise. Always be learning!

“My part is only a small portion of the community. Knowing that I’m potentially helping another person with their learning or issues provides me with the drive to continue.”

DC: If I were a genie and offered you a Customer Engagement or CRM wish, what would it be? AB: To sit down with the Microsoft engineers at the Microsoft headquarters to pick their brain, provide feedback, and learn more about Dynamics 365 CE and the Power Platform. DC: Who is your Customer Engagement or CRM Idol? AB: This is a tough one. There are many great contributors to the community that are willing to share their knowledge. However, if I were forced to choose, I would have to list Mark Smith (@nz365guy), Chris Huntingford (@tattooedCRMGuy), Sarah Critchley (@dynamicscrmcat), and Julie Yack (@coloradojules). DC: If Dynamics Customer Engagement & Dynamics CRM had a theme song, what would it be? AB: For quite a while there I would have said “Who Are You” by “The Who.” This was due to the ever-changing direction of the platform. Now, I would probably say that “For Those About to Rock” by “AC/DC.” This speaks to the great, rockin’ community and contributors out there making Dynamics 365 CE and the Power Platform awesome! DC: Do you have a favorite webinar recording? AB: Favorite? Well, I don’t really have one. They are all great in my book as they address specific topics people are looking for. But I would say that a great one is “Business Application Platform – What it is for, and how to get started”. This is a good topic to understand the new tools and platform. DC: What is your “why”? AB: My “why” is personal: Why do I contribute to the community? Why do I strive to learn all the time? Why do I like sharing my knowledge and expertise? The “why”, for me, is answered this way: A community is not an individual. A community takes many individuals that are willing to work, share, and learn. My part is only a small portion of the community. Knowing that I’m potentially helping another person with their learning or issues provides me with the drive to continue.

H2 2019 | 17

Shine a Spotlight Active D365UG CE Community Member Aaron Howell

Dynamic Communities (DC): If I am new to this community, what can I absolutely not miss? Aaron Howell (AH): Trainings (so many) and get involved with your local chapter group. DC: What was life like for you before Customer Engagement or CRM?? AH: I started with CRM over 11 years ago and it was another world before then. I’m constantly inspired by the CRMUG community in how supportive, friendly, and helpful everyone is.

“I’m constantly inspired by the CRMUG community in how supportive, friendly, and helpful everyone is.”

18 | D365UGCE Magazine

DC: If I were a genie and offered you a Customer Engagement or CRM wish, what would it be? AH: I know it’s a tall order, but immediate user adoption. You said a wish, right? DC: Who is your Customer Engagement or CRM Idol? AH: There are so many I admire and respect. Ones I’ve worked closely with and who are constantly giving of their time are Aiden Kaskela, Mike Ochs, and James Novak. I’d also like to give a shout out to Kylie Kiser and Christie Cripe, they are amazing chapter leaders.

Shine a Spotlight Active D365UG CE Community Member Sissy Böttcher Dynamic Communities (DC): If I am new to this community, what can I absolutely not miss? Sissy Böttcher (SB): Don’t be afraid to ask questions in the community. People are very open to answering them, no matter how “basic” you think the questions are. Sometimes they may just refer you to a spot where your question has already been answered but that doesn’t mean such questions aren’t appreciated. Also, make sure to check out the Webinars, there’s a ton of very useful content featured in those.

“Don’t be afraid to ask questions in the community. People are very open to answering them, no matter how “basic” you think the questions are.”

DC: What was life like for you before Customer Engagement or CRM? SB: We introduced Dynamics in 2013, so it’s been some time. For us the decision was to move from a smaller, fully custom-built CRM to a more scalable solution. Not everything is perfect, and it can be challenging implementing simple solutions that your users will like. However, when done right, CRM will bring some much-needed structure to your sales process that helps everyone in the end. DC: If I were a genie and offered you a Customer Engagement or CRM wish, what would it be? SB: Free end user trainings and certifications offered by Microsoft – similar to the trainings and certifications offered for admins. They’re getting there by providing more and more trainings on Microsoft Learn but somehow, I still feel the need to create my own end user trainings – since the knowledge I need for my users to learn is either not covered or very scattered.

H2 2019 | 19

Meet the

SUMMIT NORTH AMERICA

Programming Committee

Name: Julie Yack Company: Colorado Technology Consultants Free from sales and gimmicks, User Group Summit North America brings together Dynamics 365 for Customer Engagement & Dynamics CRM users and partners for unparalleled education and networking. The 2019 Summit North America Programming Committee worked diligently to determine the most relevant and useful session topics based on YOUR session proposals, plus your comments, surveys, and feedback galore to provide you with the content you want. The final schedule offered 100+ sessions dedicated to D365 CE/CRM with fresh insights, practical solutions and actionable takeaways. One dedicated member of the Summit Programming Committee is Julie Yack at Colorado Technology Consultants. In her Q&A Julie shares a behind-the-scenes look at determining Summit session content and why she believes in the value of the User Group. Dynamic Communities (DC): Why did you get involved with the Summit Programming Committee? Julie Yack (JY): I became involved many years ago. I spend a lot of time in the community, specifically with events and training. I wanted to make sure that event attendees get the access to the important things they can take back with them and put all the new knowledge to work immediately. DC: What’s one thing a person might not know about what goes into creating Summit sessions? JY: We are really interested in learning new things ourselves. We try to balance all aspects from picking seasoned experts and giving new speakers a platform. DC: How would you describe Summit to someone who hasn’t attended before? JY: Summit is a firehose of knowledge; and a great place to make new connections with likeminded professionals. DC: What advice would you give to someone looking for a leadership role within the community? JY: You should start with your passions. There is plenty of room in the community and if you are interested, you will find a home. DC: What do you hope to accomplish with the User Group in 2020? JY: I want to continue to meet new people and evangelize our technology.

And just for a little bit of fun... DC: You’ve been given an elephant. You can’t give it away or sell it. What would you do with the elephant? JY: Name it Lenny and let it hang out with my giraffe. DC: How many pennies do you think would fit in the Expo Hall at Summit in Orlando? JY: Too many to count.

H2 2019 | 21

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Meet the

SUMMIT NORTH AMERICA

Programming Committee

Name: David Berry Job Title: Senior Software Engineer Company: Experlogix Free from sales and gimmicks, User Group Summit North America brings together Dynamics 365 for Customer Engagement & Dynamics CRM users and partners for unparalleled education and networking. The 2019 Summit North America Programming Committee worked diligently to determine the most relevant and useful session topics based on YOUR session proposals, plus your comments, surveys, and feedback galore to provide you with the content you want. The final schedule offered 100+ sessions dedicated to D365 CE/CRM with fresh insights, practical solutions and actionable takeaways. One dedicated member of the Summit Programming Committee is David Berry, Senior Software Engineer at Experlogix. In his Q&A David shares a behind-the-scenes look at determining Summit session content and why she believes in the value of the User Group. Dynamic Communities (DC): Why did you get involved with the Summit Programming Committee? David Berry (DB): I hoped to be an agent of change, having attended many conferences geared toward developers and left feeling underserved. To be fair, they were not CRMUG conferences. I hope the CRMUG community feels as I do: that their technical needs and wants are being delivered in a balanced way. DC: What’s one thing a person might not know about what goes into creating Summit sessions? DB: Wherever possible, we look to include new speakers that may not have as many accolades as more recognizable names. We look for speakers that are willing to bring both their successes and failures to the table, for all to learn from. DC: How would you describe Summit to someone who hasn’t attended before? DB: I believe CRMUG Summit is the most cost-effective way to engage all disciplines, functional and technical, in a single setting. There is something for everyone! DC: What advice would you give to someone looking for a leadership role within the community? DB: Leadership within the community may seem daunting, but it’s approachable with all the tremendous support and resources available! Content, logistics, and a community of supportive leaders are ready to help build the next great CRMUG Chapter. DC: What do you hope to accomplish with the User Group in 2020? DB: For my part, I’ve had to step away from my duties in CRMUG leadership to attend to personal matters. DC: Why do you think the User Group is so important for other Dynamics users? (biggest value prop of getting involved) DB: You are not alone; in your struggles, in your success, or in your failure. CRMUG will connect you to that truth at a global scale and provide a network of professionals from every conceivable industry and discipline to bolster your experience and skills.

And just for a little bit of fun... DC: You’ve been given an elephant. You can’t give it away or sell it. What would you do with the elephant? DB: I would take whatever journey necessary to give the gentle, intelligent creature with the community it deserves—which I clearly cannot be. Anything less would be selfish. DC: How many pennies do you think would fit in the Expo Hall at Summit in Orlando? DB: 2 trillion. H2 2019 | 23

Meet the

SUMMIT NORTH AMERICA

Programming Committee

Name: Diane Taylor Job Title: Manager of Implementation & Adoption Company: Synergy Credit Union - Lloydminster, Saskatchewan, Canada Free from sales and gimmicks, User Group Summit North America brings together Dynamics 365 for Customer Engagement & Dynamics CRM users and partners for unparalleled education and networking. The 2019 Summit North America Programming Committee worked diligently to determine the most relevant and useful session topics based on YOUR session proposals, plus your comments, surveys, and feedback galore to provide you with the content you want. The final schedule offered 100+ sessions dedicated to D365 CE/CRM with fresh insights, practical solutions and actionable takeaways. One dedicated member of the Summit Programming Committee is Diane Taylor, Manager of Implementation & Adoption at Synergy Credit Union. In her Q&A Diane shares a behind-the-scenes look at determining Summit session content and why she believes in the value of the User Group. Dynamic Communities (DC): Why did you get involved with the Summit Programming Committee? Diane Taylor (DT): I was on the Membership Committee and through conversation with Tony, he had asked if I would be interested in joining the programming committee. I had attended Summit for the first time the previous year and found it exciting to be part of such an amazing event. DC: What’s one thing a person might not know about what goes into creating Summit sessions? DT: Deciding on content is TOUGH!! There are so many great submissions by so many great people – we often wish we could choose everything. DC: How would you describe Summit to someone who hasn’t attended before? DT: The conference of ALL conferences! Orlando will be my 4th Summit, and each year I am blown away by everything. The content is amazing, the events are fabulous, and the connections made are invaluable. DC: What advice would you give to someone looking for a leadership role within the community? DT: DO IT! Leadership within the community can look different for everyone. From posting on the forum to help with a question, writing a blog to help others through a common scenario or question, attending chapter meetings and sharing your thoughts and ideas, participating in a webinar, submitting a proposal for Summit or Collaborate Canada. There really is no better feeling! After my first year presenting at Summit, I shared my experience (https://www.crmug. com/blogs/diane-taylor/2018/04/06/why-become-involved-with-crmug-through-theeyes-of-a-rookie-presenter).

24 | D365UGCE Magazine

DC: What do you hope to accomplish with the User Group in 2020? DT: I hope (know) that I will continue to learn from others. I hope that I can share and give as much as I take. I hope to contribute in any way possible to continue to add value to this amazing community that has given us so much. DC: Why do you think the User Group is so important for other Dynamics users? (biggest value prop of getting involved) DT: There are so many valuables, but if I were to pick just one it would be that it helps you understand that you are not alone in your journey with Dynamics

(whatever level that may be). There is always someone willing to help and offer encouragement, knowledge, and support when you need it and there is also always someone that will be grateful for your encouragement, knowledge, and support.

And just for a little bit of fun... DC: How many pennies do you think would fit in the Expo Hall at Summit in Orlando? DT: Canada doesnâ&#x20AC;&#x2122;t have pennies anymore, so I am not sure how many, but I can be certain they will be American pennies. :)

H2 2019 | 25

TOPICS

TRENDING

The D365UG/CRMUG® Open Forum is a place where connections are made and questions are answered. With over 10,000 discussion threads,

Best Way to Check User’s Last Time Accessing System?

Visit www.crmug.com/trend1 to view the full thread and read all comments.

Creating a Business Case for Upgrade from CRM 2011

the D365UG/CRMUG online community allows fellow Microsoft Dynamics CRM/Dynamics 365 Users to share best practices, tips and tricks, and general knowledge with their peers. See two popular discussion posts from the Open Forum. Check them out and then take some time to share your thoughts, answer a question, and/or create your own post.

It’s easy to post a question or a response. Simply visit www.crmug. com, log in, and click on Participate > Discussions.

Visit www.crmug.com/trend2 to view the full thread and read all comments. H2 2019 | 27

o w rd

Below are 20 words and phrases that relate to the topics and theme in this issue of The CRMUGÂ® Magazine. These words can be found in the grid horizontally, vertically, diagonally, backward, and forward. Submit your completed Word Find for a chance to win a gift certificate; simply scan and email your entry to Wordfind@crmug.com.

FIND

W H

POWER INTEGRATIONS

PROACTIVELY

COMPREHENSIVE

CUSTOMER ENGAGEMENT

CHANNEL

MAINTAINING

REAL TIME

DEVICE

SIMULTANEOUSLY

OMNICHANNEL

RESOLVE

ASYNCHRONOUS

SENTIMENT

COMMUNICATIONS

COMMUNITY

FRAMEWORK

RESOURCES

TOUCHPOINT

CAPABILITIES

29 | D365UGCE Magazine

The List MOBILE Solutions at your fingertips

thelistmobile.com Search for the products and services you need with the Mobile version of The List!

Table of Contents Industry......................Page 32 Horizontal....................Page 33 Services.......................Page 35

The List from Dynamic Communities is your tool for finding the solutions available from Microsoft Dynamics® Partners. Review the various industry, horizontal, and service offerings available and you may just find exactly what you’ve been looking for! The List is unique in that it shares only those solutions and services that work with the Microsoft Dynamics product line. We want you to spend time using the solution, not looking for it. If you have a product or service that you would like included on The List, please contact Jane.Olson@dynamiccommunities.com. NOTE: Dynamic Communities offers no expressed or implied warranty or guarantee for any of the products included in this directory. Support and quality assurance of these software products and services are solely the responsibility of each Microsoft Dynamics Partner. *Due to the nature of the “classified” format used for The List, Microsoft Dynamics brand guidelines may not have been followed. We encourage Partners NOT to follow the example we are setting!

INDUSTRY

Industry Aerospace

Government Contracting

Professional Services

Arbela Technologies

DATABASICS, Inc.

www.data-basics.com • 800-599-0434 DATABASICS Timesheets and Expense Reports DATABASICS makes Time Collection and Expense Reporting Easy and Mobile. Let us solve your toughest challenges related to projects, billing, leave, compliance and automation!

www.arbelatech.com • 949-291-4777 Arbela Technologies Whether in the enterprise or the cloud, on a mobile device or machine-to-machine, Arbela is a trusted advisor companies rely on to drive transformation & achieve strategic, financial & operational value.

Associations DATABASICS, Inc. www.data-basics.com • 800-599-0434 DATABASICS Timesheets and Expense Reports DATABASICS makes Time Collection and Expense Reporting Easy and Mobile. Let us solve your toughest challenges related to projects, billing, leave, compliance and automation!

Automotive

Elevate HR, Inc. www.elevate-hr.com • 973-917-3230 elevateAD (Active Directory Automation) and Elevate HR Solutions for Dynamics Make Dynamics HCM your industrystrength HRIS with Elevate HR: Online Benefits; Payroll Connector; configurable HCM Processes; Applicant Portal, etc. Automate AD with elevateAD; create, sync, disable, assign licenses Joesoftware Inc. www.joesoftware.com • 780-990-0220 Marshal Comprehensive QHSE application. Incident management, employee safety data, training/certifications, jobsite hazard assessments, procedure automation and more. OHSA COR PIR compliant.

Life Sciences

Retail

DATABASICS, Inc.

Red Maple www.stagedpay.com • 972-980-6963 NEW: StagedPay by Red Maple StagedPay is a patent-pending credit card/ACH processing that is SCA/PSD2 compliant. It integrates with D365 F&O, AX, D365 CE & D365 BC. Features include CC & ACH processing, payment portal and recurring transaction.

Manufacturing

Software Manufacturers

Data Masons www.datamasons.com/thelist • 866-575-1631 Data Masons EDI for Dynamics EDI Made Simple for Dynamics: ERP integration without customizations.

Building Materials Arbela Technologies www.arbelatech.com • 949-291-4777 Arbela Technologies Whether in the enterprise or the cloud, on a mobile device or machine-to-machine, Arbela is a trusted advisor companies rely on to drive transformation & achieve strategic, financial & operational value.

Consumer Packaged Goods

Data Masons www.datamasons.com/thelist • 866-575-1631 Data Masons EDI for Dynamics EDI Made Simple for Dynamics: ERP integration without customizations.

Nodus Technologies, Inc. www.nodus.com/solutions/payment-processing/ 909-482-4701 Credit Card Advantage and CRM Charge with PayFabric Securely process credit cards and ACH within Dynamics GP or CRM and store credit card info in a PCI-certified cloud using PayFabric. Includes batch processing & reporting tools. Optional AutoPay and customer portal.

www.GetYooz.com • 832-384 -YOOZ (9669) Cloud based P2P Automation with award winning Yooz, Inc. Secure cloud-based invoice and payment processing solution. Easy. Powerful. Smart

Non-Profit Organizations

Joesoftware Inc. www.joesoftware.com • 780-990-0220 Recruitment Accelerator Web-based recruiting mgmt, resume collection & on-boarding accelerator.

Staffing/Recruiting

Oil and Gas

Food and Beverage

DATABASICS, Inc.

Blue Horseshoe

www.datahaven4dynamics.com • 757-222-2000 Datahaven for Dynamics Datahaven is the only scanning, OCR, and workflow solution natively embedded–not simply integrated–throughout the Microsoft Dynamics user experience and available to non-Dynamics users from Microsoft Outlook.

www.bhsolutions.com • 317-573-2583 The Supply Chain Cloud for Dynamics 365 Gold Certified Enterprise Partner (ERP/ CRM) providing end-to-end implementation services and Industry Leading software to fully optimize your Supply Chain. See what's new in the Supply Chain Cloud for Dynamics 365.

32 | D365UGCE Magazine

DATABASICS, Inc.

Datahaven for Dynamics

D365 Customer Engagement/CRM

Yooz, Inc.

Environmental

Cross Industry Solution

KEY:

Arbela Technologies

Dynamics AX

Dynamics GP

Dynamics NAV

D365 Unified Operations/AX

Dynamics SL D365 Business Central/NAV

Dynamics CRM

Online Trial Available

Mobile Enabled

Horizontal Credit Card/Check Processing

Accounting

Electronic Document Delivery (Email)/Faxing Datahaven for Dynamics Blue Horseshoe

Yooz, Inc. www.GetYooz.com • 832-384 -YOOZ (9669) Cloud based P2P Automation with award winning Yooz, Inc. Secure cloud-based invoice and payment processing solution. Easy. Powerful. Smart.

Analytics

Arbela Technologies www.arbelatech.com • 949-291-4777 Arbela Technologies Whether in the enterprise or the cloud, on a mobile device or machine-to-machine, Arbela is a trusted advisor companies rely on to drive transformation & achieve strategic, financial & operational value.

Automation

Customer Relationship Management

Yooz, Inc. www.GetYooz.com • 832-384 -YOOZ (9669) Cloud based P2P Automation with award winning Yooz, Inc. Secure cloud-based invoice and payment processing solution. Easy. Powerful. Smart

Business Intelligence

Datahaven for Dynamics www.datahaven4dynamics.com 757-222-2000 Datahaven for Dynamics Datahaven is the only scanning, OCR, and workflow solution natively embedded–not simply integrated–throughout the Microsoft Dynamics user experience and available to non-Dynamics users from Microsoft Outlook.

E-commerce

Encore Business Solutions www.swiftrm.com • 888-898-4330 SwiftRM Your express route to relationship management in the cloud! A preconfigured Dynamics CRM environment designed for ease of use and deployed in 3 days. Priced on a per user/month basis, starting at $65.

Visionary Software Consulting, Inc. crm-rules.com • 877-276-1942 CRM Rules for Microsoft Dynamics CRM Add JavaScript to CRM forms w/o coding. More powerful than Business Rules.

Dynamics AX

Dynamics GP

www.info.avalara.com/TheList • 877-780-4848 Avalara | Tax Compliance Automation Software Avalara helps businesses of all sizes get tax compliance right. Avalara delivers cloud-based compliance solutions for various transaction taxes, including sales and use, VAT, excise, communications, and more.

Elevate HR, Inc.

Vertex www.vertexinc.com • 855-221-5885 NEW: Vertex Vertex is a leading provider of tax technology and services worldwide, enabling companies of all sizes to streamline, automate, and standardize taxability and calculation on every sales and purchase transaction.

Invoicing Enhancement

Yooz, Inc.

EDI

Data Masons

Occupational Health & Safety

www.datamasons.com/thelist • 866-575-1631 Data Masons EDI for Dynamics EDI Made Simple for Dynamics: ERP integration without customizations.

Dynamics NAV

D365 Unified Operations/AX

www.elevate-hr.com • 973-917-3230 Elevate HR Solutions for Dynamics Make Dynamics HCM your industrystrength HRIS with Elevate HR: Online Benefits; Payroll and Benefits Connector; configurable HCM Processes; Applicant Portal; New-Hire Requisition; Succession Planning, and more.

www.GetYooz.com • 832-384 -YOOZ (9669) Cloud based P2P Automation with award winning Yooz, Inc. Secure cloud-based invoice and payment processing solution. Easy. Powerful. Smart

Distribution

D365 Customer Engagement/CRM

DATABASICS, Inc.

HR Management

Arbela Technologies

KEY:

Expense Solutions

Avalara, Inc.

Halo BI www.halobi.com • 888-300-0219 Halo BI Analytics and BI platform for self-service supply chain planning and data discovery. Enterprise scaled, rapidly implemented, data secured. Analyze, decide and plan faster than ever before. See demo live on halobi.com

Document Management

www.datahaven4dynamics.com 757-222-2000 Datahaven for Dynamics Datahaven is the only scanning, OCR, and workflow solution natively embedded–not simply integrated–throughout the Microsoft Dynamics user experience and available to non-Dynamics users from Microsoft Outlook.

Dynamics SL D365 Business Central/NAV

Dynamics CRM

Joesoftware Inc. www.joesoftware.com • 780-990-0220 Marshal Comprehensive QHSE application. Incident management, employee safety data, training/certifications, jobsite hazard assessments, procedure automation and more. OHSA COR PIR compliant. Online Trial Available

Mobile Enabled

H2 2019 | 33

HORIZONTAL

Payables Enhancement Red Maple www.stagedpay.com • 972-980-6963 NEW: StagedPay by Red Maple StagedPay is a patent-pending credit card/ACH processing that is SCA/PSD2 compliant. It integrates with D365 F&O, AX, D365 CE & D365 BC. Features include CC & ACH processing, payment portal and recurring transaction.

Portals

Sales Tax

Blue Horseshoe Avalara, Inc. www.info.avalara.com/TheList • 877-780-4848 Avalara | Tax Compliance Automation Software Avalara helps businesses of all sizes get tax compliance right. Avalara delivers cloud-based compliance solutions for various transaction taxes, including sales and use, VAT, excise, communications, and more.

Time and Attendance

DATABASICS, Inc.

Peak Engagement peakengagement.com/peak-portals/ 888-243-1016 Peak Portals Peak Portals is an external facing engagement site for Dynamics 365. It’s easy to set-up, intuitive to use, and affordable for the small to medium-sized business. Contact sales@peakengagement.com.

Data Masons www.datamasons.com/thelist • 866-575-1631 Data Masons EDI for Dynamics EDI Made Simple for Dynamics: ERP integration without customizations.

Travel Expense Management

Halo BI

DATABASICS, Inc.

www.halobi.com • 888-300-0219 Halo BI Analytics and BI platform for self-service supply chain planning and data discovery. Enterprise scaled, rapidly implemented, data secured. Analyze, decide and plan faster than ever before. See demo live on halobi.com

System Enhancement

Workflow / Notifications

Crowe www.crowe.com/services/performanceconsulting/crm/add-on-solutions/croweeditable-crm-grid • 877-600-2253 EditAble CRM Grid for Microsoft Dynamics 365 Build advanced Dynamics 365 Sub-Grids with point-and-click configuration module and robust API.

Datahaven for Dynamics

HORIZONTAL

Security

The Portal Connector www.crmportalconnector.com/ • 705-726-2966 The Portal Connector for Dynamics CRM / 365 Be a Hero, provide a Web Portal to your Customers! It’s easy to use and does not require developers to implement or manage. Just drag and drop to build scalable, secure, custom Portal Solutions!

Project Accounting Crowe www.crowe.com/services/performanceconsulting/crm/add-on-solutions/croweproject-management • 877-600-2253 Project Management for Microsoft Dynamics 365 Project Management for Dynamics 365 is a comprehensive and easy-to-use project management solution.

KEY:

D365 Customer Engagement/CRM

34 | D365UGCE Magazine

Elevate HR, Inc. www.elevate-hr.com • 973-917-3230 elevateAD Active Directory Automation for Dynamics Automate Active Directory administration. Create, maintain, disable AD accounts from changes to Workers, Bookable Resources, Contacts, etc. Auto-assign/unassign Dynamics, O365, and other software licenses.

Supply Chain Management Arbela Technologies www.arbelatech.com • 949-291-4777 Arbela Technologies Whether in the enterprise or the cloud, on a mobile device or machine-to-machine, Arbela is a trusted advisor companies rely on to drive transformation & achieve strategic, financial & operational value.

Tax

Avalara, Inc. www.info.avalara.com/TheList • 877-780-4848 Avalara | Tax Compliance Automation Software Avalara helps businesses of all sizes get tax compliance right. Avalara delivers cloud-based compliance solutions for various transaction taxes, including sales and use, VAT, excise, communications, and more.

Dynamics AX

Dynamics GP

Dynamics NAV

D365 Unified Operations/AX

Dynamics SL D365 Business Central/NAV

Dynamics CRM

Online Trial Available

Mobile Enabled

Services HR & Payroll Implementation & Consulting

Elevate HR, Inc. www.elevate-hr.com • 973-917-3230 Elevate HR Dynamics and AD Automation Implementation Services Connect with the Human Resources, Payroll & Active Directory specialists. Elevate HR’s status as the industry’s top HCM partner is anchored by its heritage as original developers of the Microsoft Dynamics HCM modules.

Marketing Planning & Services

Sales Tax Management Service

The Partner Marketing Group

Avalara, Inc.

www.thepartnermarketinggroup.com 734-425-7414 Microsoft Approved Vendor for Dynamics Marketing Consulting From strategic marketing plan development to the critical daily execution, this Microsoft experienced team can help fill your sales pipeline.

Training

Optimum www.optimum.co.uk • 877-406-6078 Microsoft Dynamics EndUser Training Solutions Optimum design, develop & deliver bespoke Microsoft Dynamics end-user training programs for implementation & upgrade projects around the world.

Writing/Documentation Services The Partner Marketing Group

www.thepartnermarketinggroup.com 734-425-7414 Blogs, Case Studies, Infographics, Websites Use 'content marketing' to build your brand and drive prospects into your sales pipeline.

Tired of wandering the expo floor trying to find the solutions you or your customers need? 1. Bookmark www.thelistmobile.com on your mobile device

The List now includes Microsoft-focused events so you can easily find the solutions you’re looking for on the expo floor!

2. Identify the Industry/Horizontal/Service need you have (or better yet, use the keyword search)

If you are looking for a specific solution, The List can help you find it!

3. Click on the Filter Options (+ button) to see the events 4. Click on the event icon to see which solutions are at that event’s expo

SERVICES

KEY:

D365 Customer Engagement/CRM

Dynamics AX

Dynamics GP

Dynamics NAV

D365 Unified Operations/AX

Dynamics SL D365 Business Central/NAV

Dynamics CRM

Online Trial Available

Mobile Enabled

H2 2019 | 35

P OW E R O B J E C T S I S 1 0 0 % F O C U S E D O N M I C R O S O F T B U S I N E S S A P P L I C AT I O N S

WORK WITH THE BEST! Microsoft Partner Awards

2019 GLOBAL PARTNER OF THE YEAR WINNER: Dynamics 365 for Customer Service Financial Services 2019 US PARTNER OF THE YEAR WINNER: Business Applications – PowerApps

Forrester Wave™ names HCL TechnologiesPowerObjects a LEADER in Microsoft Dynamics 365 Partner Ecosystem. IDC MarketScape cites PowerObjects and HCL as LEADERS in the category for Dynamics 365 and Microsoft Business Applications. W W W. P O W E R O B J E C T S . C O M

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