Sharon Smith
Microsoft Dynamics 365 Solution Architect for ANS Group
London, United Kingdom
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I'm a dual Microsoft BizApps MVP in Customer Experience and Customer Service. An expert Microsoft Certified Solution Architect for the Dynamics 365 business applications, who's led the delivery and implementation of several tailored and value-oriented solutions to meet diverse global and national business requirements, that lead to positive customer outcomes.
15x Microsoft Certified and Success by Design Accredited, I use Success by Design principles that blend strategic design, rigorous gap analysis, and the pursuit of excellence in service delivery, to craft pathways to success for customers. My strong knowledge and implementation experience is recognized in being appointed as one of ANS Group's Lead Architects for the Microsoft FastTrack Portfolio Partner program.
As a Microsoft Women In Power Mentor, a Microsoft Power Up Program Champ, and a regular Microsoft Community contributor through my HeuristicDev blog posts and public speaking, I have a 'thing' for learning, a thirst for knowledge, and a desire for sharing both.
Awards
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The Shifting Landscape of the Dynamics 365 UI/UX: the DynamicsCon Virtual edition!
In Microsoft's 2023 Release Wave 2, the user interface for managing work orders in Dynamics 365 Field Service underwent a significant overhaul that saw, among other changes, the replacement of its eponymous Business Process Flow (BPF) with a new Dynamic Booking Card.
This session takes that starting point to explore how ALL the First Party apps have seen changes over the last year, through the 2024 Wave 1 & Wave 2 Releases, and through a number of standalone announcements from Microsoft.
These reveal how the apps' future direction is going to transform how we and our customers gather, hold and interact with key data.
AI and Autonomous Agents: the new UI Transmogrifying Microsoft Dynamics 365
For more than a year I publicly explored the Shifting Landscape of the Microsoft Dynamics 365 UI/UX.
Now this journey is evolving, moving on from those 'mere' modifications into the realms of Transmogrification!
Copilots have changed the landscape of business and productivity apps and made AI the new UX.
Project Sophia is completely changing the way Supervisors, Managers and the C-Suite will engage with insights data to support more effective and optimal sales and service lifecycles.
The introduction of 10 new Autonomous Agents into Dynamics 365 is designed to accelerate time to value and configured to scale operational efficiency, elevating customer experiences across roles and functions.
This session will explore what this move from legacy line of business applications to AI-first business processes will look like, using live demos of Copilot in D365 Sales & Service and Project Sophia, and an exploration of the public preview of the CRM D365 Autonomous Agents.
The predecessor editions of The Shifting Landscapes of the Dynamics 365 UI/UX to this brand new session was presented seven times during 2024 at both UK and Regional User Groups, Virtual Round Tables, Scottish Summit, DynamicsCon Virtual and the New Zealand Business Applications Summit (Online track) to excellent reviews.
This new journey of blogs and conference sessions will follow the evolution and transmogrification of the legacy line of business applications to AI-first business processes through 2025.
It premiered successfully at the UK Dynamics 365 & Power Platform User Group - London - December 2024. It has been accepted for ColorCloud Hamburg - April 2025.
Duration: 45 - 60 minutes
Level 200: Intermediate
Audience: Decision Makers, Developers, Analysts, Citizen Developers
Main topic tag: Copilot in Dynamics 365
Secondary topic tag: Autonomous Agents
AI and Autonomous Agents: previewing the pre-built Dynamics 365 CRM Agents
As 2024 transitioned into 2025, in the first instalment of my 'AI and Autonomous Agents' series: the new UI Transmogrifying Microsoft Dynamics 365, we explored what the future UI for AI in the Microsoft Dynamics 365 Apps will look like as Satya Nadella "collapses apps into Copilot and AI Agents".
Now, we bring it back to the present, as the introduction of 10 new Autonomous Agents into Dynamics 365 announced last October finally starts to move into full Public Preview.
In this edition of the series, we'll get hands-on with the CRM Autonomous Agents coming into Public Preview in February and March 2025.
First, we'll remind ourselves of the intentions behind Microsoft's introduction of these 10 pre-built Autonomous Agents in the Dynamics 365 First Party Apps.
Then we'll work through live demonstrations of the key Autonomous Agents for Dynamics 365 Sales and Service, to understand how they'll meet their identified use cases:
Sales: Help sellers free up time to focus on higher value activities, such as building personalized customer relationships to close deals faster, with:
• Dynamics 365 Sales Qualification Agent for Microsoft Dynamics 365 Sales
Service: Transform customer experiences by learning to address new and emerging issues via self-service, improve the quality of issue resolution across channels, and help drive time and cost savings, with:
• Customer Intent Agent for Microsoft Dynamics 365 Customer Service and Microsoft Dynamics 365 Contact Center
• Customer Knowledge Management Agent for Dynamics 365 for Microsoft Dynamics 365 Customer Service and Microsoft Dynamics 365 Contact Center
• Case Management Agent For Dynamics 365 Customer Service
• Scheduling Operations Agent for Microsoft Dynamics 365 Field Service
And how these align with the use of Copilot in the Dynamics 365 Sales and Service apps.
The predecessor editions of The Shifting Landscapes of the Dynamics 365 UI/UX to this brand new session was presented seven times during 2024 at both UK and Regional User Groups, Virtual Round Tables, Scottish Summit, DynamicsCon Virtual and the New Zealand Business Applications Summit (Online track) to excellent reviews.
This new journey of blogs and conference sessions will follow the evolution and transmogrification of the legacy line of business applications to AI-first business processes through 2025.
It premiered at the Dynamics 365 & Power Platform UK User Group - London all day event, was presented internationally as part of the Global Dynamics 365 Bootcamp in January 2025, and the latest session has been accepted for ColorCloud in Hamburg in April 2024.
Duration: 45 minutes
Level 200: Intermediate
Audience: Decision Makers, Low-Code Developers, Analysts, Microsoft Partners
Main topic tag: Microsoft Dynamics 365
Secondary topic tag: Autonomous Agents
ColorCloud Hamburg 2025 Sessionize Event Upcoming
Global Dynamics 365 Bootcamp Sessionize Event
Microsoft Dynamics 365 Community CRM Call
Monthly Online Microsoft D365 CRM Community Call.
Session: From Client Side to Professional Services: Lessons Learned, and Lessons for Partners to Learn
Description: The personal story of my journey as a Solution Architect moving from the Client Side into Professional Services for one of the top Microsoft Inner Circle Partners. Providing helpful learning for those thinking about making the transition, as well as for Partner organizations on how they can best support such transitionees.
DynamicsCon Virtual Sessionize Event
NZ Business Applications Summit 2024 Sessionize Event
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