Canadian National Microsoft Dynamics 365 CE/CRM Community – Sept 10, 2026

We’re excited to come together to engage and learn!

1:00 – 1:30p – Networking Discussion and DUG Update – we’ll come together to introduce ourselves and chat through hot topics impacting our day-to-day work lives. We will also hear about all things DUG!

1:30 – 2:15p – Ravneet Singh – Enabling D365 Contact Center and AI-Powered Customer Service Agents Across Voice, Chat & Email

Ready to modernize customer service but not sure where to start? This session takes you from zero to running on Microsoft Dynamics 365 Contact Center — the foundational setup, configuration, and connecting Voice, Chat, and Email — then unlocks the AI layer that changes how customers are actually served. We’ll activate the out-of-the-box AI capabilities and put three agents to work at real lift-points: Customer Intent to interpret why a customer is reaching out in real time for faster routing and lower handle time, Knowledge Management to surface the right article or resolution step at exactly the moment it’s needed, and Case Management to automate creation, updates, escalation, and closure across every incoming channel. You’ll leave with a clear starting path and practical guidance for deploying these agents in your own organization.

2:15-2:30p – Networking Discussion – we’ll debrief what we learned, ask questions, and discuss the value it holds for organizations, the challenges that might arise when implementing, and any other thoughts we might have!