D365 CE/CRM

D365 CE/CRM at Summit North America

October 15-18, 2019 | Orlando, FL

Together, we can do more.

Gather useful insights and learn new strategies to drive your business forward for a successful year ahead. 

Join your Microsoft Dynamics 365 Customer Engagement community in North America to learn, network & engage.

Free from sales and gimmicks, User Group Summit North America brings together Dynamics 365 users and partners for unparalleled education and networking.

Summit is your one-stop-shop for:

  • Finding solutions and best practices from peers and experts
  • Understanding important changes and the latest product information
  • Learning all the new Microsoft tools and technologies

Connect with community members
Attend to:

  • Supercharge your insights. Get maximum value from the productivity tools you use every day. Develop new skills, discover time-saving tips and tricks and find new ways to make your job easier and your role more valuable.
  • Your learning, your way. Customize your learning to your role with hundreds of hands-on expert-led sessions, demos and an information-packed keynote.
  • Answers right from the source. Got questions? Get in-depth, unbiased answers from those in the know: your Dynamics GP user peers, partners and Microsoft product experts.
  • Become part of the community. Build your network, share knowledge and gain best practices from peers in similar roles who face the same issues you face.
  • Focus on the technology you’re using right now and receive support from subject matter experts and your community to get maximum value from your solution.

Whether you're an experienced industry practitioner or just starting out, Summit has something for everyone with a powerful speaker lineup and a comprehensive session schedule. Hear about traditional topics, learn about the latest innovation within the industry, and see new tech that's shaping the future of customer interactions.

Who should attend:

Given the uniquely targeted content, the roles that will be most interested are below.

  • Admin
    • CRM Administrators
  • Functional 
    • Application Engineers
    • Business Development Managers
    • Business Users
    • CRM Project Owners
    • Power Users
    • Sales/Service/Marketing Leaders
  • Leadership
    • CIO
    • Executives
    • Management
  • Technical
    • Business Analysts
    • Consultants
    • Developers
    • IT Professionals

Accessing Session Recordings

If you purchased Summit Session Recordings, enjoy unlimited access to the full catalog of 200+ Microsoft Business Application platform sessions. All session recordings will be posted online within one week of the event.
Click here to find the recorded sessions. 


Didn’t purchase Summit Session Recordings? It’s not too late. Summit 2019 attendees, purchase today by editing your registration to add the bundle or send an email to support@dynamiccommunities.com – and then enjoy unlimited access to the best of Summit North America 2019!

Look for the video icon in your schedule to see which sessions will be recorded.

Recording icon 

Discover rich session content

To ensure you’re getting the most out of your experience, we’re hosting breakout sessions, offering detailed workshops, and providing continued learning materials based on several fundamental topics.

In order savefavorites, login to our schedule app using your user group email and access key.

Explore track descriptions and recommended job roles to see what is waiting for you at Summit North America. Dive into the sessions and see for yourself. Build your schedule by marking sessions as "Favorites" to build your custom plan.

  • Functional - D365CE & Dynamics CRM - 

    This track will hone on any and all Dynamics 365 for Customer Engagement or legacy Dynamics CRM functional use scenarios to better help the key users in an organization manage and utilize the application. For those who are new or responsible for their Dynamics 365/CRM environment, topics may include setup, security, relationships, data management, integration, workflow, optimization and overall best management practices. Topics of interest for users of Dynamics CRM/365 for Customer Engagement may include functional learning around Sales, Marketing, Customer Service, Field Service, Project Service Automation, Portals, Customer Insights, etc.

    Recommended job roles: Power Users, Business Users, Sales/Service/Marketing Leaders, CRM Administrators, CRM Project Owners, IT Professionals, Business Analysts, BDMs, Management

  • Technical - D365CE & Dynamics CRM - 

    What steps could you take to learn extensibility tricks of the trade? This track will spend time on both code and no-code customizations and technical considerations that enable Dynamics 365/CRM to work better for an organization. Development, advanced configuration and no code customization, and other technical topics may be shared.

    Recommended job roles: Developers, Application Engineers, Consultants, Experienced CRM Administrators, CRM Project Owners, IT Professionals

  • Power Platform for D365CE - 

    This track covers platform options and insights for Dynamics 365 across Azure and will also include sessions that provide complementary technologies to Dynamics 365 that support, extend, or even simplify your use of Dynamics 365 with services around Power BI, PowerApps, Flow, and Common Data Services.

    Recommended job roles: CRM Administrators, CRM Project Owners, Developers, Business Analysts, IT Professionals, Consultants

  • Administration - 

    This track is designed to help all administrative or IT owners who are responsible for their Dynamics 365/CRM environment. This will include all beginner level and some intermediate to advanced topics across out of the box management of your Dynamics 365/CRM system. Will include user setup, security, relationships, data management, integration, standard form and entity customization among other topics. It may also include more advanced or no code customization best practices.

    Recommended job roles: Power Users, Sales/Service/Marketing Leaders, D365/CRM Administrators, D365/CRM Project Owners, IT Professionals, Business Analysts, BDMs, Management

  • Development - 

    This track is focused on custom extensibility and code required modifications made to Dynamics 365/CRM. Both beginner and advanced extensibility concepts will be shared.

    Recommended job roles: Developers, Application Engineers, Consultants, Application Engineers, or Experienced D365/CRM Administrators & Project Owners

  • Leadership & Professional Development - 

    This track focuses on helping you sharpen your personal or professional development skills, by deepening levels of self-awareness and helping build professional competencies. It may also cover Dynamics 365/CRM buy-in, understanding the role of CRM for the organization, and collaboration with other departments & teams. Organizational change management concepts may also be shared.

    Recommended job roles: D365/CRM Administrators, D365/CRM Project Owners, Executive Management, Business Analysts, IT Professionals

  • User Adoption - 

    This track will focus on topics to ensure the organization adopts and uses Dynamics 365/CRM. Concepts across adoption, gamification, & training best practices will all be shared.

    Recommended job roles: All users

  • Marketing & Sales - 

    This track will cover Dynamics 365/CRM application use for those in selling, sales force automation, opportunity and/or pipeline management scenarios, role of the marketing user or marketing use of Microsoft Dynamics 365/CRM.

    Recommended job roles: VP Sales, Sales Management, Marketing User, CMO, Marketing Management, IT Manager, D365/CRM Project Owner or Administrator

  • Customer Service - 

    This track will exclusively focus on the role of all service use and customer engagement activities tied to customer, field, or project service within Microsoft Dynamics 365/CRM. From case management to omni-channel support, this track will focus on everything customer care related.

    Recommended job roles: Service Management & Leadership, Service Users, D365/CRM Project Owner or Administrators, Account Manager, IT Manager

  • Power Platform Integrations - 

    This track will specifically call out key complimentary integration and automation capabilities & best practice use of the Microsoft Power Platform, including Azure. Sessions around PowerBI, PowerApps, Flow, Common Data Service, & Azure best practices as it relates to the use of data and integration with existing Dynamics 365 for Customer Engagement will be prioritized.

    Recommended job roles: D365/CRM Project Owner or Administrator, IT Manager, CIO, Developer, Application Engineer, Business Analyst, DBA

  • AI & Analytics - 

    This track will feature topics to view, dissect, & understand your Dynamics 365/CRM Data, including artificial intelligence. It may include sessions utilizing out of the box capabilities with charts and dashboards and new integration, analytical capabilities involving Power BI, OData protocols, etc. Other legacy reporting capabilities like SSRS may also be included.

    Recommended job roles: D365/CRM Project Owner or Administrator, Business Analyst, Executive Management, All Users

  • Upgrades and Implementation - 

    This track will feature success stories of users sharing their Dynamics 365/CRM upgrade and implementation successes or challenges. In addition, this track will also cover project owner and administrative best practices you need to know when preparing your upgrade and rolling out the implementation. Both on-premise and cloud deployment examples and sessions may be shared.

    Recommended job roles: D365/CRM Project Owners or Administrator, IT Manager, DBA, Business Analyst

  • Lightning Labs - 

    Lighting Labs will provide overview and insight how to best use the Hands on Lab environments and training tutorials that are provided by Microsoft. Common administrative and business user scenarios will be provided. These labs lend themselves to more beginner to intermediate experiences in using Dynamics 365. These labs will be held in the HUB space for D365UG CE/CRMUG.

    Recommended job roles: Business Users, New CRM Project Owner, New CRM Administrator, IT Manager, Business Analyst

  • Microsoft Roadmap and Feedback - 

    This track features the future iterations of Dynamics 365 under NDA. Attendees will need to agree to a local Non-Disclosure Agreement to listen in and see future iterations of Dynamics 365 as presented by the Program Managers from the Microsoft Dynamics 365 R&D team. Advocacy with our vendor, Microsoft is a key pillar of D365UG/CRMUG in ensuring user given feedback that helps shape the future of Microsoft Dynamics 365.

    Recommended job roles: Executive Management, CRM Administrator, CRM Project Owner, IT Manager, Advanced CRM Power User, Developer

Hot Topics

Expect to learn about Product roadmap/updates, diving into the “how to” of what’s new and exciting in the Spring ‘19 release as well as (where possible) anticipating what’s to come in the October release.

Analytics becoming more prominent with data integration and the Common Data Model

New Power Platform capabilities (Power BI, PowerApps, Microsoft Flow and Common Data Service for Apps)

Artificial Intelligence, with three new AI apps including D365 Customer Insights

Additional Opportunities

Microsoft Keynote


Learn about investments Microsoft is making to enable customer success and be one of the first to see the new product innovations and features.


Join your community for an engaging session with key Microsoft experts across Dynamics 365 for Customer Engagement. Bring your questions and participate in live voting on what you want answered using our crowd-sourcing application.


CRMUG Medic at Summit


Throughout Summit, D365 Customer Engagement and CRM subject matter experts, both technical and functional, will be available at Medic Stations to answer your most gnarly questions. When speakers are talking, the experts are sharing and the MVP medics are buzzing. Go get those answers!


Enjoy lunch and network with peers who are in similar roles to discuss challenges and share un-biased problem solving and ideas. Be sure to exchange business cards with those you've met so you can continue supporting one another when you return home.


You will leave Summit more educated about the product you work in every day– with practical tips you can take back and implement to prepare for what’s next.


One registration provides access to all sessions at Summit, regardless of product.
Explore other sessions attendees can partake in (at no additional cost), covering additional elements of the Microsoft Business Application platform: