The document summarizes an agenda and details for a Microsoft Dynamics 365 User Group meeting. The agenda includes registration, a welcome, notice board updates, a main presentation on Connected Field Services, an ISV/customer voice segment, a "Just 1 Tip" section, and a general Q&A. The document provides details on the user group committee members, house keeping notes, an evacuation point map, and a brief overview of the Connected Field Services demonstration to be presented.

1. Microsoft Dynamics 365 User Group
Welcome!
Meeting will begin shortly.

2. Microsoft Dynamics 365 User Group
Agenda
8:00 – 8:30 Registration and Networking
8:30 – 8:35 Welcome & House Keeping
8:35 – 8:40 Microsoft Notice Board
8:40 – 9:10 The Main Show – Connected Field Services
9:10 – 9:20 ISV & Customer Voice
9:20 – 9:25 Just 1 Tip
9:25 – 9:30 Open Mic: General Q&A

3. Microsoft Dynamics 365 User Group
Your User Group Committee
Andrew
Ly
Chairman,
President
Sam
Fernando
Customer Voice &
ISV Manager
Brock
Sperryn
Membership
Manager
Jonathon De
Conno
Photo
Manager
Neeraj
Kapoor
Just 1 Tip
Manager
Marcus
d'Assumpcao
Microsoft
Representative

4. Microsoft Dynamics 365 User Group
House Keeping
• In case of evacuation:​
• Alert Alarm (beep beep - warning
sound)
• Evacuation Alarm (whoop whoop –
faster sound, keeps going)
• The lifts are not used at the time of an
evacuation. (The lifts will be shut off
and controlled by Emergency Service
team)

5. Microsoft Dynamics 365 User Group
Evacuation Point

6. Microsoft Dynamics 365 User Group
Notice Board
Marcus D’Assumpcao
Microsoft Corporate Account Manager

7. Microsoft Dynamics 365 User Group
Main Show
Connected Field Services
Mark Giles (CRM Consultant) - Empired

8. Microsoft Dynamics 365 User Group
Connected Field Services
What will we be covering today:
• Connected Field Services with emphasis on ‘Connected’
• Showing you something a bit ‘cool’ and little bit ‘techy’.
• A live demo of an IoT connected sensor.
• Focusing on the IoT integration with CRM rather than going into great
depth on the features of Field Service.
My Aim:
I want to show you what is possible and that it is not as scary and as
difficult to setup as you might expect.

9. Microsoft Dynamics 365 User Group
What is CFS
• Most people are involved in or have experienced a Field Service. Think Telstra,
Foxtel, Whitegoods Repairs, Couriers, Onsite Support etc.
So what is meant by the Connected bit?
• It is about leveraging the ever more connected world to improve service
delivery.
• Harnessing this technology to provide a better experience for the customer
and unpin profits.
• CFS is an integration between Dynamics 365 between Azure IoT to monitor
connected devices to proactively service your clients.
• Microsoft have extended the existing Field Services module and integrated with
a number of Azure technologies to manage, monitor and act on data from
connected devices.

10. Microsoft Dynamics 365 User Group
Main aims of CFS
1. Driving efficiency & cost reduction via process improvement and
automation
2. Predict and prevent downtime
3. Streamline and improve maintenance scheduling and resourcing

11. Microsoft Dynamics 365 User Group
What might CFS be used for?
• Think proactive monitoring of generally non-IT assets
Light Meters
Air Conditioners
Fleet Vehicles
Temperature
Plant Machinery
Rainfall / Water Levels
Agriculture
Health

12. Microsoft Dynamics 365 User Group
What might CFS be used for?
Imagine the following two scenarios:
1. An Aged Care facility being able to monitor patient movements through a
mix of wearable tech, pressure sensors and video analysis. They would be
able to proactively identify patients who are at risk of falls and raise a case
and assign it to Physiotherapist or Occupational Therapist.
2. Veterinary surgeries being able to monitor post-op animals through
connected cages, monitoring heart rate, respiratory rate and movement.
Microsoft recently presented a number of connected workplace scenarios show
casing Azure technologies at the Build 2017 Conference.
Check one out here: https://www.youtube.com/watch?v=pL-c00M2CnI

13. Microsoft Dynamics 365 User Group
What do I need to get Started?
• Field Services module.
• Included in the Dynamics 365 Plan 1 or you can purchase the module individually.
• Team Member license provides light use of the Field Service module.
• Azure Subscription
• As standard CFS uses the following services; IoT Hub, Stream Analytics, Service
Bus, Logic Apps, SQL Server and a Storage Account.
• Connected Field Service Add-On from the Dynamics
Marketplace/AppSource
• The Add-On wizard includes a ‘Temperature Sensor Simulator’ so you don’t even
need an actual device.

14. Microsoft Dynamics 365 User Group
Managing the Process
Connect
• Managing your
devices
• Configuring
parameters
Monitor
• Analysis of
incoming data
• What constitutes a
problem?
• Are problems
multi-faceted.
Act
• What should occur
when a problem is
detected.
• Are their pre-
checks which can
be completed to
avoid site
attendance.
Learn
• Using data to help
predict future
problems.
• Informing decisions
around product
lines and quality.

15. Microsoft Dynamics 365 User Group
Brief Field Service Overview
• Simplistically, Field Service provides the ability to manage Service
functions your company might provide such as:
• Onsite Service
• Proactive Maintenance
• Warranty Services
• Returns
• Resource Scheduling

16. Microsoft Dynamics 365 User Group
Brief Field Service Overview
• The service
generally revolves
around a ‘Work
Order’.

17. Microsoft Dynamics 365 User Group
Brief Field Service Overview
• A Work Order might
list an Incident Type if
the issue is known.
• Incident types can
contain a number of
predetermined steps a
technician should
complete.
• An incident type can
also indicated the
types of skills required
which feeds into the
Resource Scheduling.

18. Microsoft Dynamics 365 User Group
Brief Field Service Overview
• The resource
scheduler allows
the user to find
suggested
resources and
assign work
based on a
number of
factors.

19. Microsoft Dynamics 365 User Group
How Field Service meets ‘Connected’
• CFS will analyse and raise errors (Alerts) with connected devices.
• The Alerts generated become the catalyst to raise work orders and
resolve the issue.

20. Microsoft Dynamics 365 User Group
Case Study / Live Demo
Scenario for our demo
• We are responsible for maintaining a certain light level in a research
facility for our client ‘Super Secret Research Facilities’
• We have a number of light sensors in their facility which we
maintain.
• We must monitor the situation it the light level drops to between 25
and 50%
• We must act immediately if the light level drops below 25%

21. Microsoft Dynamics 365 User Group
Demo Setup
Warning this bit is a bit techy 
• We will be using an Arduino with a light sensor attached.
• The light sensor outputs a voltage which the Arduino translates into
a figure between 0 (no light) and 1000 (very bright).
• The Arduino ‘sketch’ (program) writes the reading to the COM Port.
• A simple console app reads the output, formats it into a JSON
object and sends the message to the Azure IoT hub.

22. Microsoft Dynamics 365 User Group
Righto….. But what happens to the data?
• Using Azure Stream Analytics the incoming data is run through some
predefined rules.
• Our rules are, if the level is 0 to 25 then mark as Critical, if it is 25 to 50
then mark as Warning and let it pass for anything else.
• If the data is picked up by the rules it is redirected to an ‘Alert’ queue.
• An Azure Logic app monitors the ‘Alert’ queue and creates a IoT alert
record in CRM for each item in the queue.
• The Stream Analysis will only act on the data if the level changes, to
avoid a constant creation of error conditions.
• The Stream can also be configured to cache the data into an SQL
database which Power BI can query to display the recent device readings
in CRM.

23. Microsoft Dynamics 365 User Group
Lets see it happen
• Creating Customer Assets
• Linking and Registering a Device for a Customer Asset.
• Having the Arduino measure the light in the room and trigger an
alert.
• Viewing the created IoT Alerts
• Reviewing the recent readings chart.

24. Microsoft Dynamics 365 User Group
CRM Involvement
• Out of the box CRM implements some smarts around grouping
alerts for the same device to avoid double acting on issues.
• It provides a standard Business Process flow to generate a Case,
convert it to a work order and resolve the issue.
• While not demonstrated today a ‘Command’ can be configured to
be sent back to the device to facilitate remote resolution. Eg: If a
sensor is not supplying data then you could issue a remote reboot
command.
• For common/known faults Field Service support configuration of
tasks for a Field Technician to complete to resolve the problem.

25. Microsoft Dynamics 365 User Group
Extending Alert Handling
• Workflows can be deployed on the IoT alert records to automate
the creation of cases.
• With a couple of custom fields it can be extended to place a Device
in ‘Alert Mode’ and any additional alerts which arrive while in ‘Alert’
mode can be automatically associated with any open cases or work
orders.

26. Microsoft Dynamics 365 User Group
ISV / Customer Voice
Monitoring User Adoption in Dynamics 365
Sam Fernando (Senior Dynamics Solutions Architect)-SMS M&T

27. Microsoft Dynamics 365 User Group
User Adoption Monitor – by Inogic
• Oversee user adoption of Dynamics 365
• Support for OOB & custom entity monitoring
• Configure entities and related events/actions to monitor (i.e contact
create, opportunity close as won)
• Track usage daily, weekly or monthly
• Reportable data structure
• Background monitoring – no interruption to on-going activity
• Leader board dashboards

28. Microsoft Dynamics 365 User Group
Head over to AppSource to get started…

29. Microsoft Dynamics 365 User Group
Install

30. Microsoft Dynamics 365 User Group
Register license or activate Trial

31. Microsoft Dynamics 365 User Group
Configure entities & events

32. Microsoft Dynamics 365 User Group
Dashboard sample

33. Microsoft Dynamics 365 User Group
Data for reporting

34. Microsoft Dynamics 365 User Group
Just One Tip
Relationship Insights in Dynamics 365
Neeraj Kapoor (Dynamics 365 Consultant/BA Capability Lead)-SMS M&T

35. Microsoft Dynamics 365 User Group
Alex is a sales
executive &
is trying to
chase a lost
opportunity
He wishes if there was an
automated way of:
• Getting reminded of
closing opportunities
• Alert when there has not
been any activity specific
to that client
• Upcoming meeting with
the customer

36. Microsoft Dynamics 365 User Group
Shows actionable insights and drives outcomes
Dramatically Improves daily work
Relationship insights find opportunities that need attention,
where there has not been activity for last few days
Find critical opportunities
Monitoring opens and replies, and prompting timely
responses. Identify actionable email messages,
Monitor Emails
Provide insights into tasks and activities due to
close today.
Daily Work
Relationship Insights leverages the data-integration and artificial-intelligence
capabilities built into Azure to combine and analyse your Dynamics 365 and
Microsoft Outlook data. Relationship Insights help guide:
Relationship
Insights
Introduction to Relationship Insights

37. Microsoft Dynamics 365 User Group
Relationship Insights: Smarter way to manage opportunities
• Opportunity Closing soon
• Card notifying that there
hasn't been any Activity

38. Microsoft Dynamics 365 User Group
Q&A