The Microsoft Dynamics 365 User Group meeting covers topics like registration, important updates, and presentations on Microsoft Flow and Logic Apps. Key speakers include Andrew Ly and Sam Fernando, who discussed automation tools and their application in customer service. The session also highlighted SA Water's digital transformation initiatives and future plans for enhancing customer service through technology.

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 – MS Flow and Logic Apps
9:10 – 9:25 Customer Voice – mySAWater
9:25 – 9:30 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
Microsoft Flow + Azure Logic Apps
Sam Fernando (Senior Microsoft Dynamics 365 Solution Architect)

8. Microsoft Dynamics 365 User Group
What is Flow
• Workflow/Automation tool
• Seamlessly integration multiple services
• Trigger and Action based composition
• Easy to use GUI
• Targeted at end/super users
• No development knowledge required
• Natively integrates with Dynamics 365
• Uses individual user’s authentication
• Trial for 90 days

9. Microsoft Dynamics 365 User Group

10. Microsoft Dynamics 365 User Group
What are Logic Apps
• Underlying platform that powers MS Flow
• Azure PAAS offering for workflow orchestration
• Powerful developer tools
• Continuous Integration
• Automation & manageability
• Source control capabilities
• Targeted at enterprise level mission critical integrations
• For IT Pros

11. Microsoft Dynamics 365 User Group
Flow in the real world
• “dev-less” features for super user
• Extend using Azure serverless components (logic apps, functions)
• Create custom connectors
• Connect to on premise services (using gateways)

12. Microsoft Dynamics 365 User Group
Limitations of Flow
• Restricted functionality compared to Logic Apps
• No DevOps
• Self service and user based workflows
• Lack of functionality to support a true B2B integration
• Runs in the context of the user

13. Microsoft Dynamics 365 User Group
Pricing -
FREE
• 750 runs per month
• Unlimited flow
creation
• 15-minute checks
PLAN 1
• 4,500 runs per month
• Unlimited flow
creation
• 3-minute checks
• Premium Connectors
PLAN 2
• 15,000 runs per
month
• Unlimited flow
creation
• 1-minute checks
• Premium Connectors
• Org policy settings
https://flow.microsoft.com/en-us/pricing/

14. Microsoft Dynamics 365 User Group
These Dynamics 365 applications include
'Microsoft Flow for Dynamics 365' plan:
• Dynamics 365 Enterprise Sales
• Dynamics 365 Enterprise Field Service
• Dynamics 365 Enterprise Marketing
• Dynamics 365 Enterprise Customer Service
• Dynamics 365 Enterprise Project Service Automation
• Dynamics 365 Enterprise Operations
• Dynamics 365 Business Edition Financials
These Dynamics 365 plans include 'Microsoft Flow Plan 2':
• Dynamics 365 Enterprise, Plan 2
• Dynamics 365 Enterprise, Plan 1
• Dynamics 365 Business Edition Plan

15. Microsoft Dynamics 365 User Group
How to
• https://docs.microsoft.com/en-us/flow/
• https://docs.microsoft.com/en-us/azure/logic-apps/

16. Microsoft Dynamics 365 User Group
SA Water’s Digital journey and
the role of Microsoft Dynamics
Toby Evans (Senior Manager, Digital Transformation)

17. Microsoft Dynamics 365 User Group
Project
- Electronic billing
- Pay your bill
- Historic bills/water usage
- Manage your account details
- Setup direct debit
- Request more time to pay
- Manage multiple properties
- Any device, any time.
Customer led delivery of a residential
self service portal

18. Microsoft Dynamics 365 User Group
Under the hood
CSIS
SA Water’s Customer Billing System

19. Microsoft Dynamics 365 User Group
The results so far…
• Launched on August 2nd 2017
• 16,700 Customers.. 20,000 properties
• 1,300+ self service actions completed last month and growing
• High level of satisfaction from customers
Best implementation of online billing I have ever experienced!
It's quick and easy to use while still offering the information I need to see
As a rural farmer with multiple invoices, its great to be
able to access them in once place.
It has been a long time coming and have wanted to do this for some
time
Thank you SA Water for having this facility love it.
At last SA water comes into 21st century, these days every
one and everything is done by internet and no more
paper, just an waste.....well done SA Water!

20. Microsoft Dynamics 365 User Group
mySAWater Demonstration

21. Microsoft Dynamics 365 User Group
What’s next for SA Water and Dynamics?

22. Microsoft Dynamics 365 User Group
Customer
Service
Transformation
Respond and analyse
conversations on
Social Media
Answer and manage
complex queries with
Case Management
Develop and understand
businesses issues and
opportunities
Knowledge is power with a single view
of the customer allowing agents to
solve customer problems
An efficient way to
respond to written
correspondence
Tiered reporting to self
serve the information
you need
More ways for customers
to self service transactions
when and how they prefer

23. Microsoft Dynamics 365 User Group
Q&A