Microsoft Business Applications Virtual Launch Event | October 2019

>>It’s this dual challenge of how do we help create all these
applications and then bring all the data together that’s
inspiring us to build out Power Platform and Dynamics 365 as the world’s connected
Business Cloud. [MUSIC]>>That’s one of the strengths
Microsoft helps bring to the table. It’s now on Azure and Dynamics 365 that really integrate
well with our vision. But then the knowledge
of how to apply some advanced digital techniques to data and how to utilize those platforms in a
very efficient manner. [MUSIC] We believe that customer
insights can help us get better and we can empower
the employees with that knowledge to be even more
personal perhaps our guests be more pleased. [MUSIC]>>Traditionally, mobile
software development is pricy lengthy and requires a very
specific set of skills, and through discovering
PowerApps and using the editor has helped us feel
more confident in our role, and I think it really clicked
and opened it how much better we could provide customer service to our
internal business areas. [MUSIC]>>That’s why we
selected Dynamics 365 to enable our salespeople
to better sell. After we implemented the Data
Warehouse and Dynamics 365, we had a 30 percent year
over year increase in our season ticket sales with essentially the same
team on the floor. [MUSIC]>>Every company
struggles with training. Products are much more complex. So how do you keep up? We see guides and HoloLens as a great tool to change
how adults learn. There’s video built in, there step-by-step instructions that can overlay holographic images, and so we need to have in-depth
training from a electronic mentor, we believe you’ll be up to speed
and a compressed time frame. [MUSIC]>>Data in one system is helping you optimize the outcome
of anonymous system. That’s what an AI first company does. That’s what an AI first
software product does.>>Thank you very much.
It’s my honor really to stand up today to represent the great work that’s
been done by the team, many of whom are in the audience here to show off in code and through demos with customer scenarios
all the great work that we’ve done for our 2019 release wave 2. Just stunning amounts of innovation, brand new products and services, hundreds of new capabilities. But before we get into the details, I want to just set and set
some context and if you think about our customers and the
value we’re delivering to them, how we’re helping them
transform their business, I think Chevron is a perfect example. One of the things that we’re
going to talk about today is how data is coming together to really fuel transformation all the value that one can
extract from that, and Chevron is one of the world’s largest
integrated energy companies, and data is at the center
of everything they do both in breadth and in depth. If you think about their operations, they’ve got downstream,
midstream, upstream, or they explore, they
produced, they transport, and eventually refine
all of this information. The ability to connect
the dots across the entirety of the business
left or right allows them to optimize their operations by taking one piece of
data from one part of the process and joining
that with a piece further downstream from
a depth perspective. You think about seismic exploration
or weather pattern exploration when you’re laying out
a wind farm is produces terabytes of data in a single day. The ability to harness all of that to reason over it is part and parcel of the business that they’re in and so if you look at the solution
they’ve developed, leveraging Dynamics and the
Power Platform in Azure, they selected Azure
because it provides global planet-scale
exabyte class storage to capture all of this information. But they know it’s part
of a broader platform. The Power Platform allows them
to ring value from that data. So they’ve got 600 PowerApps in
production in less than a year. They’re putting two PowerApps
in production every single day, 10,000 monthly active users
across the organization. I think the most impactful
application that they’ve built is one that takes all of this data and allows them in their exploration
and production operations to go from an 18-month cycle, from exploration to production
on a new drilling operation to six weeks using a PowerApp
that they’ve created. Now, it leverages capabilities
and Azure and it really pulls the whole stack
through, but massive impact. I think even more
impactful than that. The same PowerApp allows them in an active drilling
situation when they encounter something
that was unexpected, they used to have to recalc. It would take 24 hours. People were standing around
waiting for the recalc. They can do it almost
instantaneously now and so huge impact and with Dynamics 365. They’re leveraging Teams,
Dynamic 365 Field Service, Dynamics 365 Remote Assist, and they’ve realized their
dream of having any expert from anywhere in the world
to any other place in the world virtually
in five minutes or less. So if there’s an issue on an oil
rig out in the Gulf of Mexico, they can take someone in Houston
and virtually put them there, or they can be there
with that remote worker, they can mark up the environment
just a game-changer. But it’s not just the world’s
largest multinationals that are benefiting from
these technologies. Majans is a family owned
snack food company. It’s the largest one in
Australia, family-owned. Produce lots of very
tasty treats that I get to sample when I visit my favorite location
Australia and New Zealand. But they have transformed the
way they make snack foods, and there’s no one better to talk about how they’ve
done it then Majans. We’ve got a video. So why don’t
we go ahead and roll that.>>We get out of bed
every day to mix magic. The experience that the
consumer has has to be supreme and you have to
deliver it consistently. Dynamics 365 gives us confidence
that we can make great choices, great decisions in
creating amazing product.>>Is the minute we have
that one off experience of the salt is a little bit low or
spices a bit too high or low, it’s a competitive environment. They’ll just choose another product.>>If there’s too much moisture, can I get a bad experience. If there’s not enough, it’ll go stale and dry out
and just getting it wrong. He’s quite scientific
and amazed to be exact. At Majans, we’ve really tried
to take away the human testing and to buy IT intelligence to do that more consistently
and more accurately. We have a system now that can look
into the product in real time, which helps us control
how big the problem is, or understand where it started. People feel so empowered if I
can fix the problem themselves. Giving them the data
quickly helps them actually fixed before they
became bigger problems. The real benefit of IoT
intelligence is being able to get the best person in your organization to address the
issue that needs to be addressed. If you give good people the right
information at the right time, they can do incredible things. The industry has always been
about efficiency. Time is money. It’s not just about producing
whatever you produce fast out. It’s about how
information flows through your whole business faster that will really give you
competitive advantage.>>We are simple business. We make stuff and sell stuff, but everything in between is
so important to get right.>>A lot of times when
people eat our snack, they tell us that oh, you take us in this little
journey, it’s great, we love it. That’s the topic of emotionally
we want to get with a customer. Dynamics 365 allows you to create that journey
over and over again. [MUSIC]>>Absolutely loved that story. So let’s take that and think about how business applications play a role here and
how they’ve changed. Remote assist putting someone anywhere on the planet
in five minutes or less, connected manufacturing, terabytes of data
changing drilling times. This is not your grandfather’s
business application domain. In fact, it’s probably not
even your older brother’s or sister’s application domain and
things have changed fundamentally. If you look back and you
go back to 1970, 1990, 2010 and look at business
applications over the years, they’ve been fundamentally unchanged. This is a call center. It’s actually a TWA, airline reservation center in 1970. If you were to go stand in
there look at that screen that that reservation
agent was looking at, and pick them up and
move them to 1990, pick them up and move them to 2010, they would see more
difference in hairstyles and clothing than they would
in the applications. In 1970, its green screen or amber running on a
mainframe, in 1990, it’s probably in a fat
client on Windows maybe with a server on the backend, and in 2010, it’s a SaaS
application running in a browser, but it’s forms over data. Glorified record-keeping systems by enlarge across both CRM and ERP. The reality of that class
of application is that they were in fact largely glorified record-keeping
systems and very reactive. You think about a Field Service or customer service environment
where you’ve sold someone an asset that
they’re dependent on, Majan’s for example, using an
asset to make snack goods. It breaks, they need help. They pick up the phone they
call the manufacturer and manufacturer picks up the phone
in a support or service center, they start typing into an application what they hear from the
customer and they can roll in a very reactive way someone
to go help and maintain and get the production line back up
and running, very reactive. But that’s all we’ve ever had. There really was no other way, but something is
fundamentally changing. The fundamental change is that
data’s coming out of everything, and it’s coming first. It’s coming out of every operating
room, retail environment. Every time someone lands
a jet on a runway at Heathrow it uploads information
from the jet engine. Everything is producing data. This data first reality allows us to go from this very reactive model
of business to a proactive model. Literally flips the script. It’s not open an app, type stuff in, report, its collect data, reason over it, predict, proact, complete reversal. In order to do that, you need a completely different
class of business application. Now, if you look across the
business environment functionally, data’s flowing from everything, from your customers,
from your assets, from your people every
time someone updates their LinkedIn profile
has a Teams meeting, every time a customer
comes to your website, uses an application, uses one of your connected
products every time an asset in a manufacturing
facility produces a product. All of these sort of four parts of your business
are producing data. If you can harness that data, rationalize it, harmonize it, reason over it collectively, you’re in a position now to understand your
customers, your products, the performance of
your assets and your being you can use that
point of view to go intelligently engage proactively
through understanding. That of course, produces
even more data that leads to clear understanding and it plays out across the
entirety of the business. We call this a digital feedback
loop and it represents this opportunity in
a very compact way, data flowing from
everything capture at harmonized reason intelligently act. This vision on this emergent reality that data’s coming
out of it if they had driven everything that we’ve built. So let’s look at what’s required in order to go take advantage
of this opportunity. I never ever talk about Dynamics 365 or the Power Platform in a vacuum. It’s always part of a
larger Microsoft story because that’s what
really sets us apart. You think about the story we
told with Majan’s or Chevron. It starts with data. The ability to capture information. To harmonize it. To reason over it collectively is at the base of
everything that we’re doing. Exabyte class storage capability and the world’s largest public Cloud, more regions in Azure than
Google and AWS combined. So this footprint that
we’ve created planet-scale allows us to bring all
of the signal together. Then of course you’ve
got a reason over it. Decades of primary research in MSR, hardened at scale
across Bing, Xbox Live, Office 365, MSN creates an intelligence layer
that allows us to take that data and
turn it into insights. The application
platform in Azure takes that intelligence turns it into
intelligent action on top of that. We’ve built the Power Platform. The world doesn’t have
as many programmers and data scientists and
technologists that we all need. So the Power Platform allows even non-professional technologists
to connect with data, build applications, automate
business processes on top of that. We build Office 365, Dynamics 365. Sister services, families that integrate
with one another and provide the industries
only comprehensive left to right collection
of business applications both unstructured and
structured communicate, collaborate, create with Office, marketing sales service operations finance and talent automation
with Dynamics 365, but built to work together. Then on top of that, tens of thousands of ISVs
have built applications for specific industries or geographies available in App source
built on this platform. Now, the important thing is all of this stuff was built
to work together. When you start with Dynamics 365, it stores your data in a place and in a form that Azure understands, that the Power Platform understands, that Office 365 understands. This organic creation of a unified holistic
platform centered on data, powered by intelligence
is what we’ve provided. So with that context, we’re going to spend the next
hour and 15 minutes or so talking about all the innovation
that we’ve delivered yet again. We’re doing this every six months. In the last six months, we’ve created over 400 new
capabilities in Dynamics 365, we’ve introduced multiple
new products and services, and we’re just continuing
to turn the crank and to innovate guided
by this vision that we just talked about enabled through this collection of assets
that we think is unique to Microsoft and is really made
an impact for our customers. So the first area we’re going to look at is our
Customer Data Platform, CDP. So this is an area that I would argue is perhaps the most
important data of all, truly understanding your customer
from every point of view how they’re using your products and services, harmonizing
that information. To show you in more detail, I’m going to have Satish
and Lydia come up talk about these capabilities and
to demo the product. Satish.>>Thank you, James. So today, what I wanted to talk about was
today customer data is coming from a lot of places and
from a myriad of sources. Typically, once a product is sold, how those products and services are used is not very well
known by the company. Now, imagine a world where you can
actually bring together all of this customer data including
real-time product usage data, be able to harmonize it, do AI, derive Intelligent Insights
on top of it for you to be able to deliver exceptional
personalized experiences. That’s exactly what we’ve set out to build and make real
for our customers. So today, I’m super-excited
share more about Microsoft’s customer data
platform and the product and services that make up
and help you build that 360 view of the customer
like no other company can. Now at the tip of the sphere is Dynamics 365 Customer Insights
and Product Insights. Together. These products
are designed to give you a holistic understanding of
your individual customers, how your customers are interacting
with your products and services so that you can derive intelligent segments on
top then drive action. Now, all of this is very differentiated because
of the fact that it’s built on top of Microsoft’s
depth of data processing, breadth of data connectors
that allow you to bring in all of that
data unified at scale, enriched with Microsoft
proprietary signals and provides the ingredients for
you to be able to go deliver those personalized experiences and transform your products be it in Dynamics 365 to the Power Platform or any other third party
application that your business uses that may be using. So with that, I want to actually
show you an example of how this comes to life in terms of a data first comprehensive
view of your customer. In this point, I want to
talk about three things. The first thing is
as you can see here, it shows the customer information that was previously
in siloed sources. In addition to that, we also enrich that
customer profile at an aggregated level with specific information from
the Microsoft Graph. So that includes things
like brand affinity and interests about that customer
and people like that customer. Now, this specifically this part is only possible by one or two
companies on planet Earth. On top of that, we’re
also able to show you how the customer interacts
with your product and services, and together, this gives you the most
comprehensive view of the customer with which you can go move your business for
bead to drive up-sell, reduce churn, or drive loyalty up. So everything that I showed
you here is possible when your customer is an
individual, but that’s not all. As part of this release, we’re also enabling
our B2B scenarios, which allows you to do
exactly the same and more if your customer is a business. Now, to show you that
in action in a customer that’s actually using
that functionality today, let’s roll the video for
American Electric Power.>>Our AEP energy is energy
solutions company that we have over 400,000 customer accounts
stretching everywhere from residential to small business
to commercial industrial.>>As our suite of services expands, we don’t really have the tools
in place right now to match emerging technologies to
emerging customer segments. We’ve got a lot of customers,
we’ve got a lot of data, and we’ve got a lot of
data about our customers.>>We not only have that data from accounts,
opportunities, contacts, but we also have legacy ERP information that we want
to utilize and so that can be anything from contract information
to pre CRM information as well. Life before Customer Insights we had a lot of manual processes and so a salesperson would have to have multiple systems piece them together to actually get the
full picture of a customer. Using Customer Insights,
we can actually migrate that big group of data into
our Dynamics 365 platform and see that we went from
having all these duplicate accounts to now we have one
profile for each specific account. If we’re competing
with another supplier, we have information that can
help us actually provide maybe a better or similar product or service that might just give us the edge for what
that customer needs.>>If you boil energy down to its simplest form, we’re
selling electrons. So it’s more about
how do we engage with customers around that
sale of electrons.>>The Microsoft platform as a whole can actually
help us make sure that those salespeople that need to make split-second decisions have the right information
at their fingertips.>>Customer Insights
will help us both with our customers we have today and satisfying them better
and our metrics and objectives around
the customer experience, but also help us identify gaps in our products and services or segments that we haven’t
been able to serve.>>For our customer service team, when somebody calls in, we can provide them with
the information they need or if there are
potential new customer, we could provide that concentrative
service or we can ask them the right questions and then provide them with a better product.>>The promise of customer
insights is that it can make from the very front end to the back-end
more efficient, more focused.>>It will help us
get more customers, keep the customers we have
and have them more satisfied.>>Great. Cool. So with that, I’m actually going to show
you exactly what AEP was able to do in the demo
right in the product. Perfect. So what
you’re seeing here is Dynamics 365 Customer Insights and I’m going to walk
through three key personas. The first one is the data analyst at AEP that basically brings
in all of this data, unifies it and then the business
analyst who’s able to take that unified profiles segment on top of the discover create
new segments and finally, the business user who’s
able to take this data, consume it in their business process. So in this scenario, as we saw there, the piece was to bring together data from a bunch
of myriad of sources. In this case, they had
data sitting in Dynamics. A custom system that contained enrollment less opportunities
and survey data. So business always growing. So it’s not just the data
that they already brought in. You can actually bring
in new data and this is where the the rich set
of connectors come in. So you’ll notice that we have
connectors for obviously from various databases,
Salesforce, SAP, etc. So the whole goal is you can bring customer data together from wherever it might be sitting and that is key. The next thing obviously is once you’ve brought
in all of the data, how do you basically unify the data? So the first thing that comes to
mind is how do you map the data? So this is where you’re able
to basically bring all of that previously siloed data
and we’re able to detect automatically what type of
data is contained in there. So things like name, address,
firstName, lastName. So this is a lot of
Microsoft research work that we’ve productized right here. So this used to be a very
time-consuming activity before and in this case, usually you can just
default your way through. The next thing that happens is
obviously the matching capability. So this is where, it’s all about creating keys
where keys don’t exist. It’s coming from various system. So here we give you an
ability to basically, with a configuration type experience, you can tie together and guide
the system in terms of “Hey, how do I map the telephones? Do you want an exact match or do you want a medium precision match?” So the goal here is
depending on your use case, be it finance or marketing, you might choose to go to different sides of the
precision scale here. Again, a very
configurable experience. No need for system integrator
and a lot of custom jobs. It is just very configuring
and out of the box here. The next thing is obviously the merge pieces which I
won’t go into detail here. But essentially, every time
your data changes, it comes in, the unification runs and
it makes it available in an Azure Data Lake which
is there securely where you can actually access it
through our connectors or through our Power Platform
connectors and APIs as well. So now, I’m actually
going to walk into, assume that we’ve got all
of this data now unified, I’m able to segment all of this data. So what this means is on top of
that, previously siloed data, I’m able to build a
segment and basically detect who are the customers
that I have today, from all these various sources, that have a high propensity to buy these green services as
you saw in the video? So in this case, I’m building
a segment of customers that might be interested and not
currently using PeakAdvisory, PowerPerks, Demand
Management customized, and personalized energy segments. So what you’re able to
do is you able to take that segment and bring
it out into PowerBI. So this is where I never
talk about Customer Insights or Product Insights without the
Power Platform integration. So here, what you’re looking at is how AP was able to take everything in Customer Insights and build a powerful PowerBI report on top of it so that
they can analyze it, slice and dice it, figure out what the key influences are and more
important in this scenario, detect which are the
customers that have highest propensity to
buy the green services. So here you can see, you have the lifetime
value churn score. I’m able to figure out who my top potential customers for
this service and then finally, I’m going to switch into
a salesperson scenario. So this is that individual
that actually goes into a company which is typically the customer prospect and basically tries to sell this to them or at least proposed it to
them and this is where you you’ll notice that they’ve
done this with a PowerApp. So in this case, Microsoft
Store is actually a business customer for AP. But more importantly,
that salesperson is able to see a full 360 view of the customer in this PowerApp that was built on top of that
Customer Insights’ data. So you’ve got the address here. You’ve got that activity
that’s coming in from various sources,not just one sources, all tied together by
Customer Insights. You can see some KPIs
and more importantly, you can see some AI that was done
on top of that unified view. So this is the next best action
that is being recommended to the salesperson as they’re interacting with that customer
at the customer site. So with all of that, you
are able to see how are you able to bring in customer
data from all your sources, unify it, do segmentation
on top of it, and take that segment output to be able to drive business processes, be it through the Power Platform, PowerBI for deep analysis, PowerApps for building
custom applications even Microsoft Flow for building
Customer Journey Orchestration. So with that, I’m going to
hand off to Lydia to talk about the second key piece of
this Customer Data Platform which is Product Insights and how you can enrich this customer profile with how you customers are
interacting with your products and services. Take it away Lydia>>Historically, whenever
customers purchase a product, the interaction with
the company they buy from ends the moment
they walk out the door. We don’t understand why
or how they using it and oftentimes the only interaction comes when something has gone wrong. As James mentioned, today, we’re able to capture data from
these millions of devices. However, the sheer quantity
of the data is too large for humans to
be able to analyze, meaning we cannot deliver personalized actionable
insights for our customers. At Microsoft, we’re transforming that experience using
Product Insights. For the first time ever, we are able to be with
our customers where they are actually using the products. We can understand
who the customer is, how they are specifically using
the products by consuming product usage data and
we can then unlock this data and produce
those actionable insights. Product Insights is the
commercialization of something we’ve built and been using
in Microsoft for years. It’s a high scale system
that’s very mature, 25 million peak
transactions per second, analyzing the use of over two
billion connected devices. This is an upscale service that’s allowed Microsoft to understand how our customers are
using our products and services across XBox Live, Office 365, Bing, Dynamics 365 and we’re now offering
this to our customers. Let’s look at this from
the perspective of Ecolab. Ecolab are a global
organization who produce a vast quantity of water hygiene and energy
products for businesses. Ecolab wants to be
the world leader in eco-friendly devices
and a key elements of this is an excellent
customer experience. Product Insights is taking data from thousands of products
that customers are using in the field for example large
quantities of dishwashers in commercial restaurants and
turning it into actionable insights. As a Product Manager for Ecolab, I start to interact with Product
Insights. Let’s take a look.>>The sheer quantity of
data available means I don’t know which area of
the business to focus on. Product Insights is consumed product usage data for all
of the devices and is now directing me to the anomalies
that fall outside of how we expect our products to
be used by the customers. We can see on screen here
that Smart Advisor has highlighted that for some
reason, you see here over here, when our business customers are using the normal dishwasher cycle
in commercial restaurants, they’re actually using more
water than the heavy cycle. This pattern makes no sense, and I want to understand why. For the first time, I’m being provided with
the unlocked insights I need to understand
who my customer is. Before using Product Insights, we would only know who
had purchased the device. But now these analytics
can show me where my customers are based
as well as giving me a complete 360 view
of the products they’re using and crucially how
they’re using them. For this anomaly, I want
to dive in one level further and get to the specific
feature we’re focusing on, water usage and drainage. An anomaly occurring doesn’t necessarily mean there’s a
problem with the product. It might be related to the way
our customers are using it. Here, we can see an aggregated
view of all of my customers, but I want to go deeper and identify real customers experiencing this. Product Insights has
intelligently identified the particular customer
who has faced this issue. I’m able to see detailed metrics. We can see who the customer is, when they’re using the dishwasher, and when the issues are occurring. In our first scenario, the issue is being
caused due to the way the customer is using the dishwasher. Equipped with this knowledge, our team can now proactively
notify the customer of this challenge and educate them about how they can
improve their usage. For the commercial customers,
we have an Ecolab. This is crucial to enable
them to continue to work effectively day in and day out. As a customer, they’re receiving a proactive personalized service that results in an improved
experience with our washer, will enable them to continue to
run their washes effectively, save money on excess water usage, and avoid future problems. In the second scenario, this anomaly could be
related to a fault with the dishwasher that over time will result with a fault with the machine. Historically, we would behave very reactively and we wouldn’t
know about this problem until the customer has actually
faced some pain and has to call us to tell has of an issue
and request a repair visit. Using Product Insights,
we’re able to change this experience and start
to behave proactively. Product Insights work seamlessly with Dynamics 365 Field Service and automatically produces a
case for our engineers. Real-time customer-specific
insights are presented to the engineers directly
within Field Service, and the engineers can
then use this information to determine a proactive
best path of action. Our engineers are
able to successfully deliver a highly
personalized experience for our customer as well as avoiding any problems
with the dishwasher, driving increased
loyalty to our products. Furthermore, when we’re out
doing the Field Service cool, based on a clear understanding
of their usage and the ability to compare it to how
similar customers are using our products and services, they can now suggest
additional products that the customer could benefit from. So what’s the end result for Ecolab? Because they now have
this deep insight into the actual usage of their
products and services, as well as a deep understanding
of their customers, they can move from
selling dishwashers to selling clear dishes as a service. They can pivot their
entire business model. Today, we’ve seen how
using Product Insights. For the first time, we’ve been able to proactively
detect an anomaly, and then work to resolve this challenge before it
affects the customer, transforming their experience
with our products. What’s crucial to
highlight is that it’s the combination of customer
insights and Product Insights together that gives businesses a deeper understanding of who
their customer is and exactly how they’re using the devices
enabling them to transform the experience the customer has from the day they purchased
one of their products. Thanks very much. I’ll
now hand over to Linda.>>Thank you, Lydia. Brands are currently faced with the challenge. We as consumers have an expectation from companies
that they know who we are and they know how to interact with us and when to interact with us. Over a third of customers who have
interacted with a brand and had a bad experience will never do business with that
company ever again, which is why it’s more important than ever for companies to get this right. Consumers will do their
research on products, they will get offers
on those products, buy them, and then expect
exceptional customer service. Dynamics 365 is able
to help this problem with a common data
service at the heart of all of our customer
engagement applications. So across marketing, sales,
and customer service, we’re able to give a
consistent view of that customer because it’s
all on the same platform. I’m going to walk you through what we would call the
customer journey today. So from when a customer
is engaging with the marketing campaign
or when they buy that product and then they
expect that customer service, we’re able to take
the data and create proactive next best actions so that you can serve your
customer the best that you can. We worked closely with
customers on building out the right capabilities to
build rich content in e-mails, and also being able to
test that content to make sure that you’re
getting the right message across to your customer. ACTUM Digital is a customer that
we worked very closely with. ACTUM Digital helps their customers go through their digital
transformation journey. Many companies who go through digital transformation
do it in stages. Thanks to Dynamics 365 marketing, ACTUM Digital was able to increase their customer interactions with engagements through
events and automation. So let’s take a look at Dynamics
365 Marketing in more detail. Before I go into
Dynamics 365 Marketing, I do want to show you that we are in Customer Insights and we already have built some segments on what those customers are that we
want to invite to an event. You can see that I
have a retail digital transformation summit
segment already created. Now, if I go over to
Dynamics 365 Marketing, here it is, I can
show you that this is the same exact segment that we
had built in Customer Insights. We can take a look at all
of those customers that got fed over into Dynamics 365 Marketing. Back in this journey, we can see that there was
an e-mail that was created. We can take a look at this
e-mail in more detail. Here, we have a rich content
editor where I can edit in-line. We also have slugs for pulling in the information from the customer. You can also see that
there’s something over here with “Version
A” and “Version B”. This is AB testing, and it gives me the ability to test out different versions
of the subject. So you can see that maybe
one subject will be more powerful in helping
our customers want to click on that e-mail and open it. Taking a closer look at
how that would work is whichever I have set up here, whichever message reaches
10 percent threshold first will take over
for that campaign, and that will be the winner that goes through the rest
of the e-mail sent. Another important thing that
I’d like to point out is that we can use sales
as a channel as well. So let’s say that our customers
did not open the e-mail. We can send a person to go and talk to that
customer and reach out. So we can treat sales as if they’re an additional channel for
reaching out to customers. Speaking of sales, let’s take
a look at the next step in our customer journey where we are actually engaging with
customers face to face. So when we think about the Wave 2, and what’s really important in
the sales application is that we are bringing guided selling
to the application. So listening to the signals
that are coming from that data, we’re able to bring guided
intelligent selling to the Sales Rep. This is all done with
our assistant Studio. Even better, we can bring
that to our mobile device, which I will show you, that the Rep can take on the go. So they’re always prepared
with the next best insights. We worked closely with Sandvik who is a high-tech global
engineering organization that builds manufacturing tools. Sandvik has Sales
Reps who are visiting their customers face to
face on a regular basis. Sandvik and Microsoft Dynamics
built an app that helps their Sales Rep on the go be able to talk to their customers
with relevant content. So let’s go over to my mobile device and I’ll show you
what this looks like. So here I am in my Mobile App and at the beginning of
the day I like to see what meetings that I have, and who I should be talking to. We can see that here are all of
the meetings being pulled through, but we also have some
really great content here with the account from Dynamics
linked into this meeting. I have my account VanArsdel and I also have my contact Nancy Anderson. If I drill into this meeting, what’s really powerful here is I have all of the relevant information
right at my fingertips. I can see who this customer is. Then also at the bottom
we have related insights. So I know that this
opportunity is at risk, and the close date is coming up. So when I meet with this customer, I know that this is
important information. We also can bubble up other insights which you can see on
the Homepage here, to really help that seller be the most effective that
they can be that day. Another great feature that
we have in this release, is the ability to scan and note. When I was meeting with my customer, I took some notes on paper. I love paper, and I like to take
my notes with pen and paper. Often I don’t have that
tied to my application. So I lose the contexts the next
time I’m meeting with my customer. Now with the next release, we’re able to scan notes
from the mobile device, and now it’s processing through Azure Cognitive Services
recognizing the text. This will be available
in multiple languages, and it recognizes all
of the information and processes it as an OCR, and allows me to upload this note to the meeting which then I can use. As you can see, it did it perfectly. I can suggest these updates
if I wanted to edit. So this is a really great feature, but what I want to show you is
how these insights were created. So going over to the desktop, I want to talk a little bit
about the Assistant Studio. The Assistant Studio is a
really powerful tool that Sales Operations users
can use to create cards for these insights
to appear not only on Web, but also as you saw on Mobile. Here we can see as I
mouse over these cards, I get a preview of exactly how the Sales Rep is
going to see this card. If I click on this, it gives
me the ability to configure the card and also I can set it up. So only certain Sales
Reps can see the card. So I’ve got multiple teams. I can configure this at
a very granular level. The other really great thing is we built all of this on top of Flow. So you get the power of Flow. I can drill into this card and see all of the ways and why
it appeared when it did. Since Dynamics 365
is really helping in that next step in the
customer journey for sales, but once you do sell that product, you want to make sure they
get a great experience with Customer Service. So let’s talk a little
bit about what’s coming in the wave two
for Customer Service. Customer Service Agents are
sitting in a Call Center with many different ways of
customers reaching out to them. So in this release,
we’re bringing you this great capability and balancing many different channels
of incoming texts and phone calls through our
capability called Omni-Channel. We worked closely with a
customer, BYU Pathway. BYU Pathway is a global
education online company that serves over 70,000
members worldwide. BYU Pathway wanted
to be able to bring the best possible service
to their customer, which is actually a student. So in this case, I’m going to
walk you through a demo of how a student would reach out and
interact with BYU Pathway. So here I am in my Dashboard, so I as a Customer Service
Agent have a lot going on. There’s a lot of work
that I need to do today, and it gives me everything at a quick glance of what
I need to focus on, what my activities are, and what my active cases are. Now BYU Pathway has a website that
has a Chatbot enabled on here. So there’s live chat support. Let’s say that I’m a student and I want to know what
my tuition is due. I’m interacting right now
with an automated Bot, and it’s telling me some really great information
about when my tuition is due. It’s giving me a link to
more information from a FAQ. Yes this is helpful, and it wants to know if I
need any of their help. I missed the deadline for fall
semester and I need some help. What’s happening now is, it’s telling me that an agent
will be with me in a moment. You can see that the chat
request is coming in. I can accept this as an agent, and what’s happening right now is, it recognized who this customer was. It loaded up Mae Gibbs. It knew that I was the
student Mae Gibbs, and it also loaded the chat that
already happened with that Bot. Instead of having to
read all of that, we also give you a
nice issue summary. So it’s summarized the
entire conversation, told me the sentiment of the
student that slightly positive. I can also respond
with quick responses. Now when I’m chatting
with the student, I can also chat with
them in other ways. If I go over to Facebook, I also can interact the same exact way that
I did from the Website. So I can interact and say, “Hello”. Here we can see it would pop up as
another Channel and here it is. I can accept that Channel and start interacting with that
student as well. Now what is most important
to point out here is that, this is a multi-channel session. So I can have many chats
going on at the same time, as well as phone calls. So if someone is calling
me on their phone, this would also pop up
as an incoming request, and I can accept that, and have a phone call and multiple chats going
on at the same time. We are very excited
to bring this to you, and our Wave 2 release. With that, I’m going to
hand it over to Philippe. Now who’s going to talk about
Virtual Agents and how this will help that Virtual Chat
work even better. Thanks.>>Thank you very much, Linda
for that great transition. So today I’m going to talk
about our exciting new release of our Dynamics 365 Azure
Agent for Customer Service. So in that concept, we are bringing three
principles to bear. Number one, simplicity. We want to make it easy
for Customer Service, Business Analyst to
build chop up quickly. We do that by using
a No Code Approach. Number 2, we want to bring
personalization and speed. So with that, we can offer
personalized experience to your customer and
making sure you have the right solution at the right time. The third is about extensibility, and that we’re basically going
beyond conversational search. Beyond the simple answer. We want to be able for
your Virtual Agent to act on behalf of your customer. With those principles in mind, we’ve been working with TruGreen, one of our great partners
today to help them change their business and get into a
different experience with the brand. Three things we’re looking
at improving with TruGreen. Number 1 is, reducing call handling time by operating with Virtual Agent and offering a way for
customers to directly engage with their solution at the
right time, at the right moment. Second is, about improving
customer satisfaction due to an accurate and fast
response to their question. Lastly, to improve employee
satisfaction overall by offering the Virtual Agent
the ability to deal with the routine task while the Customer Service
Representative can spend more time with tougher
conversation with the customer. Help them where were
more complex task. So let’s look at the video. I’m going to show you two
scenarios in that video. Number one, I’m going to show you the customer experience when you
go onto the TruGreen website, and how is it easy for me
to actually interact with that Virtual Agent and get
things done in a quick manner. Second, we’re going to look at the Customer Service Business
Analysts experience. Where you see how easy it
is for me using No Code just a very friendly UI to change and engage my customer
with the different dialogue, and think about what
matters most for me. Which is the content and the
experience. So let’s do that. So now, as you can see on my website and here I have my virtual
agents nicely tucked in. I’m going to look at one thing. So I’m Rose and I’m looking to get some information about my account. So looking at my accounts, I want to know my balance. It’s been a while and I just want to make sure my
finance are in order. Now, the bot understand
that I want to manage my account and offer me with different options for me
to look into very quickly. So let’s look at the account balance. Now, I’m going to have another
level of confirmation. For the sake of demonstration, let’s use that phone number
to make it easy for me. Now, what the virtual
agent does is actually retrieving my formation
in the back-end system, in the ERP system of record, and retrieve that information
and serve this to me, Rose, so I can know that at the moment, my current balance is $44. Now with that, I can offer the
next level of information. Typically, when customers in
TruGreen ask for their balance, they also are curious about
when is the next service. So as you can see now, the bot can actually
give me that option. I can select what is the
next day self-service. Now, I have another
level of information, which is your service
was going to be lawn, will actually be done
next week at 10:00 AM. On top of that, I can
have additional articles, additional information I want to feed my customer or
share with my customer. Personally, I like to know
what happen on my lawn. When they say just do a service on my lawn.
What kind of chemicals? What kind of operation
are you doing on my lawn? This is where actually you can give that additional
information to your customer. Now, I’m happy customer, so I’m going to answer yes to that question and then you
improve the overall Seasat. So that was the customer experience. Now, let’s look at the customer service business
analyst point of view. As you can see, we have a very
fairly your high here where I can look into different dialogues. Now, in that specific scenario, I am a customer service
business analyst and I’m troubleshooting one
of the dialogue or solution I would like
to put on my bot. So let’s look at this one. So please remember that I just
toggle that trigger here tracing. So they will give me the ability
to actually see in real time what my bot is actually answering me in the
context of the dialogue. So as you can see in green, all the things we
actually hit already and you can see what kind of
bugs that you’re looking for. So here, I’m going to talk
about the Chinch bug. I want a bit more
information about that. Here, I’m going to have to look at the answer that is
given to me about the bug. So the bot actually
retrieve information from TruGreen knowledge
base back-end system and hand it over to me as a customer. Now I have the full information. But what’s important for me
as a customer is that to know about this bug or is
actually to take care of it. So this is where as a
customer service specialist, I can change my dialogue. Here, I’m offered
another option which is now I’m open up to schedule
an appointment for you. Again, the back-end system will offer you the next
appointment available, where technician is
going to be Peter B, and it’s going to be next couple
of weeks from now, 2:00 PM. Does that work for you?
Yes, I would like that. So now, the virtual agent booked the appointment
for me, confirmed for me, get an e-mail confirmation
to my mailbox, and now I’m fully empowered as
a customer to check on bugs, get the appointment
that works for me. As a customer service
business analyst, I can actually change those
dialogue very easily, publish them, and change
the perception of my brain on the quickly
basis few minutes only. So as you can see here, very easy concept to bring to bear. Bringing all the complexity of back-end system integration
into one motion. The extension piece here that
would be interesting for us to see here is how do we make this work? How do we make the
extensibility work? The back-end here relies upon our
integration with Microsoft Flow. So we’re able now to connect
to all your back-end system, all your system of record, to bring that information
and truly make the virtual agent working
for your customer. So I have one question
before I leave you. What kind of virtual agent
are you going to build today? Now, I’ll hand it over to Muhammad, who is going to show
you some great new apps in the operational world. Thank you.>>Thank you Philippe. Thank you Linda. It’s some really amazing innovation coming out of our
customer engagement apps and we’ve got an equally
amazing setup innovation coming in our operations apps. A little bit even more amazing
but in full transparency, I could be a little biased
given my role at Microsoft. But just to remind you, in the operations space,
in the operations app, we actually cover a
very diverse set of operational processes that
you can run on Dynamics. All the way from being able to
run complex supply chain and manufacturing operations
to retail operations, to project service
organizations and operations, to your horizontal and
core operational processes like finance and human
resources as well. We also have an app called
Business Central that allows SMB’s to run their operations
as well on Dynamics 365. Now, unfortunately, we’re not
going to be able to look at all the capabilities in all the operationals app in
the few minutes that I have. We’re also not going to be
able to look at some of the capabilities in all the
operational apps we have. So what we’re only
going to do is just look at some of the capabilities in some of the operational apps in the next few minutes that we have. But I would highly
encourage you to look at the Release Plan
document that actually, in fairly excruciating detail, lays out the innovation
that we’ve got backed into all the operations apps
for our Wave 2 2019. We’re going to start our trek
through the Operations app in Dynamics 365 Supply
Chain Management, which up until about 10 days ago alongside Dynamics 365 for Finance, was also affectionately known as Dynamics 365 for Finance
and Operations or F&O. So Supply Chain Management
and Finance is what was 10 days ago known as
Finance and Operations as well. But let’s look at Supply
Chain Management. In Supply Chain Management, we allow our customers to run end-to-end supply chain
operations on Dynamics 365. All the way from product
information management, to planning, to
inventory, and logistics, to running complex discreet process or lean manufacturing operations, to now Asset Management
as well in Dynamics 365. So we truly provide that end-to-end supply chain management
core operational processes, and we’re pleased to
announce that we’re actually innovating across all of those supply chain pillars in
our Wave 2 Application Release. So let’s quickly take a run through what we’re doing in
Supply Chain Management. We’re pleased to announce
that with Wave 2, we’re putting our planning
optimization service in preview. This essentially takes a
process that historically is a multi-hour overnight
process that customers run, essentially in any ERP
but also in Dynamics 365, to figure out what is
the plans or supply plan you’re going to need to go over, how much orders to ship, where and to what warehouse
and to what locations? We’re pleased to announce
that with Wave 2, we have now an in-memory service that allows you to run your plans, essentially in minutes,
if not seconds, whenever you want to run
it throughout the day. For one of our customers in Sweden, they used to run their
plans overnight and that allowed them to ship orders once a day to where they
needed to send it. But with now the new
planning servers, they actually run the
plans multiple times a day and ship the orders
multiple times a day. That allows them to
be able to fulfill customer orders as much more
quickly than they used to, which was once a day,
as well as reduce their inventory carrying costs
in different locations as well, which they otherwise had to stock to make sure they can meet
that customer demand. So it gives them holistic
set of benefits with the planning optimization
servers that we now have in preview
for customers to try. On the trade and logistics side, we’ve made significant improvements
on the inventory side. But the thing we’re
excited about is we’ve completed the integration
of the IP that we acquired last year from one of our most popular ISV solutions in a warehouse management and
transportation management. We brought that advanced
set of capabilities now for warehouse management and
transportation management natively in our supply chain
management application that allows our customers to now run fairly sophisticated and
complex warehouse and logistics processes in Dynamics
365 Supply Chain Management Moving on to manufacturing. This is really where,
if you go back to what James was talking about at
the beginning of the session, we’re really fundamentally
changing processes, where we’re taking processes
that have historically been very reactive to now being proactive. So with sensors planted
on shop floor equipment, you get real-time signals coming into Dynamics through Azure IoT Hub, that allows you now to
take significant amount of proactive actions on processes. Historically, were fairly
reactive processes like being able to manage quality and
a fairly proactive basis, being able to predict
downtown when machine health on what’s producing and what’s
going through your shop floor, and as well as driving
automation in just data capture across your manufacturing
process if you will. That services now in preview as
well for our customers to try. The thing we’re excited about
with IoT intelligence is not that you’ve got the sensor and the signal coming through
IoT Hub to Dynamics 365, but the fact that we’ve allowed you to set up and consume
this experience in a highly configurable way that allows you to just get up and
running in literally five minutes, if you’ve got the sensor
hooked up to IoT Hub, and we’ll actually going
to show you that in a few minutes and how that works. Again, in supply chain coming
back to asset management, asset management has been one of the top three most
requested capability from our customers and Dynamics 365, and we’re super pleased to announce
that with our October wave, we are now putting our asset
management capability, making that generally
available for our customers to try and use with Dynamic
365 for supply chain. So to show the innovation we’ve got backed into Dynamics
365 for supply chain, I’m going to have Kevin
come in here and walk you through the behind
the scenes part of the video you saw when
James was presenting about Majan’s who’s really building
some really tasty snacks, but how does IoT
intelligence really deliver significant amount of value on
top of their processes? Kevin.>>Thank you. Majan’s,
who we saw earlier, take great pride in using the finest cooking techniques and they’ve applied that mindset to their production where
they’ve taken IoT data, and they’ve made it
a proactive tool in conjunction with our new IoT
intelligence capabilities, and they span a host of different scenarios
from production delays, the quality of the chips
that they’re cooking, fruits who hasn’t machine
fundamentally broken down, and in each case, we have a very simplified process of a wizard that helps connect
those IoT notifications, directly through to
production business process. So in my case, I’ve got a wizard
here that I can click through the individual steps
connecting to the processes. I can even enable an ability of time for a local machine operator
to perhaps fix a machine, clear machine, before we
need to escalate further. If we do need to escalate further, the trigger for that
really is going to be from a perspective of the
machine operator’s view, and they’re already going to
be monitoring the machine, they’re going to get a
host time-series data. Visually, we’re
immediately giving them that clue that something is
wrong with the red background, that they need to go
and fix something. So in my case, the chip
mixer stop producing. So as a machine operator,
I’ve got a period of time. I can go and fix the
machine, if I can’t, I can dismiss it and
that’ll get escalated up. They’ll form an escalation
in the factors perhaps via an automated
business notification, through to perhaps new asset
management capability, where a maintenance
request has been created. Now, that maintenance
request is also the trigger to really send a technician to
that machine and get it fixed. But asset management
goes beyond that. It’s a way of helping our
customers, like Majan’s, manage and really improve the efficiency of their
production facilities. We can start help drive
additional insights as well. So when I’m looking at just,
say, the maintenance requests, I’ve got PowerBI embedded
directly within, and within this, I can start to look at it from my
perspective of insights of data. That will be here.
Switch to a backup. Now, the insights of data
is looking across all of my assets in terms of the data that’s going
to appear in and just looking at all
individual asset machines, through to the individual machinery, and would have driven through
an additional insight, that’s just catching up
with us this very moment. On the bottom right-hand
corner, we can see, if I’m looking at it from
a mechanical perspective, mechanics is the issue
that’s across everywhere. But if I was to them focus
back in on the chip Mixer, then electricians is the
insight that it’s driving through to us that we can
perhaps focusing further. All of this comes together to help
companies like Majan’s continue to deliver the chips
and the magic that’s in those chips. Thank you.>>Thank you, Kevin. A great
example again on how we’re fundamentally changing
business processes from being what used to be
reactive and proactive again, within the context of the
end user as opposed to something that really requires
a significant amount of development effort or
data scientists really going to get the value out from
an organization standpoint. While we’re adding
significant capability in the application and the thing
that we’re also hyper-focused on from a Microsoft
perspective is really listening to the end users of our applications and what’s
the feedback that they’re providing us from a productivity
and efficiency perspective, and I’m really pleased to announce three capabilities that we’re
adding in Wave 2 you that really is focused on increasing
the delight factor for our end users and
the productivity and the efficiency and how they
interact with our applications. The first one being saved views of folks who are
familiar with using ERP, you’re typically faced with forms that are pretty darn
complex and have a lot of fields because it tries to address a lot of different industries
and it becomes super complicated for end users to either click through multiple fields
to figure out where is it, that they actually need to
interact with the application. I’m pleased to announce we’ve had some fairly robust
personalization capabilities, but in Wave 2, we’re releasing
what we call Saved Views, where users can really save, take a very complicated form, save it down to exactly
just what they need, and use that to really drive and increase their productivity
and efficiency across the breadth of the operations
app landscape, if you will. Users can do that on their own. Users can share that as well as
organizations can do that for their users and share that at
scale to all of their users. The second capability
again in the same theme of productivity and
efficiency that we’re bringing in is enhanced grids, which allows you to really sort and reorder the columns to what
again what you would like and allows you to see some
grouping real time in the columns that you have as well as it gives you an infinite
scrolling experience, if you’re interacting with large datasets with a lot
of our large customers do. So instead of if what
you’re used to typically on a web browser if you’re looking
at longer lists on screens, a little bit of lag as you go down to refreshes and brings back
the next set of record. We now have what we call essentially infinite
scrolling that allows you to interact with that dataset in
a highly performing fashion. Then finally, Kevin touched on it a little bit in his session
but we’re continuing to enhance the Analytical
Workspaces that are available across our operations app, that allow you to interact and explore the data as well as
using the gestures capability, allow you to go back to the
specific form, the filtered form, or the form where you need
to take action upon the data based on what you’re seeing in your Analytical workspaces as well. So a lot of focus again, directly listening to feedback
that our end users provide through our in-app survey that comes up every so frequently
for our end users. We literally go through and span and read every single one of them, prioritize the themes,
and then put that into the product to make it better
for our end users as well. The thing though, I’m personally
super excited about it and this is thing number 2 out of three that our customers have really requested and asked
off us over time is seamless integration between our customer engagement
and operations apps. We’re really pleased to
announce with Wave 2, we’re releasing what we call
dual right capabilities, that actually allows you seamless out of the box
connected process experience across the set of your
customer engagement apps that you saw Linda and
Philippe talk about. Two year operations
after really enable that cross process experienced
that otherwise historically, took some amount of
integration effort or implementation effort
from our customers and our partners and this
really takes all of that away to provide truly an
out-of-the-box experience. Because if you look at the whole of what we have from a
Microsoft standpoint, there’s really the breadth of
application and the depth of the application stands out on
its own from that standpoint. So to look at this capability from the lens of one of our largest
customers in New Zealand Farmlands, let’s walk through
how they’re using it.>>Thank you. So Farmlands
had the problem of two disconnected systems and
litigious connected systems impacted their buyers and their sales
associates across the whole company. They’ve taken and used rights, which has now extended data model. They’ve applied it from the
end-to-end cycle of their business. So for instance, as
a sales associate, I can start that motion of creating
a new customer record within Dynamics 365 sales and here I’ve got an example of a customer on the right-hand side here
called Grain Farms, and I’ve identified them, but I can also get that little
bit further here as well because as a sales associate, I don’t want to really be managing
multiple copies of my data. So I can actually take advantage of a feature where I can look into say, the global address book that’s in my back office finance system and do a check to see is the postcode or zip code as an example
is valid and in my case, I’ve actually put in
a a short version of one that I know is incorrect, and that’s popped up that
message to the sales associate to tell them that they’ve actually
not finished typing it in. By finishing and typing it in
I’m now going to be able to save this new customer
and as a sales associate. Great. I now know that I can
go and pass information across to perhaps my credit control team and find that particular customer, and that customer is
available to me in my back Office Dynamics 365 Finance, which means I could be
going through the motion of applying a credit limit to that
customer or importantly perhaps, associating a loyalty card to that customer equal for the
sales to continue in the store. But equally in tangent to all this, the buyers are continuously adding new products to the
product catalog and the product catalog will continue to evolve and at some points they’ll release it to the rest
of the sales force. A price in here. Now as soon as I click “Save”
here for some agricultural oil, that product is then going to
be saved in my backoffice. I can continue releasing
the information. But at the same time, it’s going to then start to become available when it’s appropriate for our sales force who are taking orders all the
time from our customers. So here, I could be
starting to think about the same customer that we
identified against a moment ago. I added Grain Farms, they’re
available for me directly. So I’ve gone from my backoffice
to my sales associates directly. I can now start it at the products
that I’ve started to create. So I created a particular
product earlier, I can start to go off and find my agricultural oil and
it’ll appear for me. I can add my oil to
my sales order and continue that sales cycle
that is occurring here. So this brings together that dual right capability and helps companies like Farmlands really benefit
from their data. Thank you.>>Thank you, Kevin. So let’s
switch gears a little bit and talk about Dynamics 365 Fraud Protection
or otherwise known as DFP, perhaps one of our most exciting
and innovative apps that we’ve released in our Dynamics 365
portfolio of applications. With this app, our customers tell us that we’ve been able to
increase their revenue by somewhere between
400-800 basis points plus compared to anything else that they have either
in-house or off the shelf. That’s a pretty bold statement. We know this firsthand because we
actually use this internally at Microsoft and that’s
what we’re bringing to the market for our customers
to now benefit from. The reason why we can feel so confident about making
this claim and saying, “Hey, we actually can
improve your topline,” and who doesn’t really want
their topline improved, is because in DFP we’ve got world-class AI models that have
been trained upon billions and billions of transactions
that we’ve done as Microsoft over the course of our e-commerce business which in and of itself is one of the largest e-commerce
business that’s out there, they’re tens of billions of dollars. atop a set of signals
that we get from these transactions such as a
unique device fingerprinting that has allowed us
alongside relationships we have with some of
the major banks and card networks to create
this consortium of data that is just in and of itself huge and highly differentiating and DFP running adopt this
consortium of data. With DFB running adopt
the consortium of data, we feel so confident that we can
really improve your top-line by allowing you to
reduce any wrongful rejects as the transactions happen. We can reduce your cost by
rejecting the ones that you should and taking the process overhead down as well because there’s a
lot of automation you get, but frankly and probably
more importantly, improve the experience of your customers and have them
the good customers go through a frictionless experience
and not get wrongfully denied if they’re trying to do a legitimate transaction
on your website. So what I would highly recommend
if you’re not familiar with DFB is looking at Dynamics
365 Fraud Protection. Literally, every single one of our customers so far has
come back and told us, who have been able to have the
evidence to show that we’ve increased their revenue by at least 400-800 plus basis points with the use of Dynamics
365 Fraud Protection. Switching gears,
Dynamics 365 for Talent, the Core HR part that allows
you to run HR operations. We’ve had this app now in
the market for about a year, a year and a half to two years. We have a set of
capabilities that’s in use with many customers
around the world globally and we’re pleased to announce
as part of our Wave 2 that we’ve entered into definitive
IP rights acquisition agreement with our top ISVs that brings a set of capabilities
that were either missing or needed some advanced capabilities
in our HR operations now to our Dynamics 365 for Talent
Core HR application. The three core things that we’ve
heard our customers tell us over and over again is
enhance leave and absence, time and attendance,
as well as advanced benefit management as
well for the US market. We’ve acquired and we’ve entered
into definitive agreement with our top ISVs in the
space to really make those capabilities natively available for you in our service,and we’ll be releasing that in our
service over the course of the next 6-12 months. Okay. So we’ve already
covered a lot of ground. We talked about SCM,
Supply Chain Management. We’ve talked about user
experience improvements. We talked about the cross
process integration across operations and our
customer engagement app. We talked about Dynamics 365
for Fraud Protection and HR. We haven’t talked about
Dynamics 365 Finance. We haven’t talked about our
projects service application. We haven’t talked about our Business Central Application and we’re not going
to talk about them. But you should go read
the release notes, the release plan document
as well because it has all the details about those
applications as well. But we will take a few minutes
and actually now deep dive into one particular app
in our operations app portfolio and that’s our retail
app and really how we are committed to really re-imagining
retail for our customers and helping them digitally transform themselves in a space that
frankly is probably one of the most highly disrupted and
highly competitive landscape in today’s world if you will. In retail, we’ve been in
retail for a long time. We have an application today that’s called Dynamics 365 for Retail, that has been in market
counting its predecessor, AX 2012 version as well for many, many years now that has thousands and thousands of global
retailers that are running their in-store operations that are Call Center Operations
and their back office retail operations on
Dynamics 365 for Retail, retailers such as UPS, Columbia Sportswear, Dr. Martin’s, Canada Goose, and many, many others are actually
running their stores’ call center and retail operations
on Dynamics 365 for retail. What we’re announcing or
what we announced literally last week was us now getting into the e-commerce space for in the retail space, if you will. This was, and I talked
about the two things that our customers have often requested from us which was asset management, the second one being the
seamless integration. This probably is the number
one most requested capability from our customers is when is
Microsoft getting into e-commerce? We’re super pleased to
announce that we’ve taken the tack and the platform that today runs Microsoft’s multi-billion
dollar e-commerce business globally across our
various storefronts product design and brought that in a seamlessly integrated way as a Dynamics 365 application
for our customers. With e-commerce now in
Dynamics 365 alongside our point of sale capabilities
for physical stores, our call center capabilities, we now have a complete
end-to-end omni-channel solution that really differentiates
what we have just in Dynamics 365 commerce and we’re going to call it
Commerce going forward because now we’ve got everything packaged
up in our Commerce application. We’ve also brought not
just the DAG but the AI that we use internally at
Microsoft across our storefronts such as intelligent
product recommendations that you see on our dotcom as well as our Xbox app and our Windows app stores
for the benefit of our customers as part of
Dynamics 365 commerce. As if that wasn’t enough, if you take all of that, put it on top of Dynamics 365 supply chain that allows
you to now not just run your retail omni-channel
operations but your fulfillment operations in
a seamlessly integrated way, which otherwise customer
spend months if not years integrating to make sure they’ve
got a seamless experience, that runs natively atop Dynamics
365 Supply Chain Management. Adopt now integrated with
Customer Insights that you saw. So these talk about fraud protection that we just covered
a little bit ago, omni-channel customer
engagement that Linda covered, and marketing, we’ve got a
whole solution here that truly is we believe in a category
of one just by itself. All of that again proving technology, the physical in-store operations in the call center was
already part of Dynamics 365. The e-commerce is what we run at
Microsoft as customer number one. Highly scalable
because we’re probably one of the largest retailers
with tens of billions of dollars that we transact through our e-commerce
platform on an annual basis, built an Azure, highly scalable, secure, and compliant, and
available around the world. So while we’re using it, and we’ve got a really
compelling offering as well, we’ve also been working with some of the early customers who
are actually now using Dynamics 365 Commerce in production soon as we announced preview
of our e-commerce offering. One such customer is Chateau Ste. Michelle here in Washington. Let’s look at their story
on how they’re using Dynamics 365 as part of the video
that we recorded with them. Can we roll the video please?>>Thank you. As if
that wasn’t enough, I want to introduce Lorraine onto the stage and she will talk
about the innovations we’re driving in the retail space and how retailers are really changing
the way they interact in the physical environment and their stores with their
customers. Lorraine.>>Thanks, Muhammad. So the
shopping experience has changed immensely and it
continues to change immensely. It’s reasonable to expect
now you can get anything you want from any place at
anytime from any location, and that expanded customer
expectation it’s way up here, and it’s not going to go down again. What this means for
retailers is they have to be prepared to digitally transform their operations so that they can provide the same
experience across online, mobile, through a rich
commerce solution like Muhammad was talking about, but also through their
physical stores. Now, physical stores present
this unique challenge and also an opportunity to deliver customer experience in a way you
can’t deliver anywhere else. So to help with that,
we’ve introduced recently a new product called Dynamics
365 Connected Store. We introduce this to convert some of those challenges into opportunities. Connected Store brings
data sources from across the store, from sensors, from IoT devices, from
computer vision cameras, it analyzes those interactions, and then it looks at
anonymous shopper behavior, and it takes all that
data together to provide real-time and aggregated actionable insights to the
retailer who can then make better operational decisions
to improve customer service. So as always, the best
way to really understand the benefit to a real retailer
is to talk to a real retailer. So I want to share a
little bit about one of our first customers
of Connected Store, Marks & Spencer,
who’s a UK retailer, and they’re going to
share their story in the video that I’d
like to roll now. [MUSIC]>>Modern retail runs
on modern technology. Intelligent data use is the new
normal for running a business, but data isn’t limited
to clicks and screens. Data is all around us if
we know where to look. Observational data, the data we generate as we move
through the world can be harnessed and analyzed to
inform better business decisions. Announcing Dynamics
365 Connected Store, a new application built
to help retailers maximize the potential of
their observational data. Using video cameras and IoT sensors, Connected Store
empowers employees with tools to be more
proactive and efficient. One of our early customers,
Marks & Spencer, is excited to leverage
Connected Store to optimize their retail
operations in the UK. Recently, Connected Store was deployed at a location
in the heart of London.>>We at Marks & Spencer, our ambition is to be a
digital fast retailer, and our partnership with Microsoft is really helping us
achieve that ambition.>>Being a digital
first retailer isn’t just about having access
to great technology, it’s about transforming our
culture to be data-driven. The Dynamics 365
Platform is equipping our colleagues with
the tools they need to better serve our customers.>>Connected Store gives
us real-time understanding of what’s happening in our store, that makes a lot more
efficient and a lot more targeted in the areas
that we are working. I can use that data
that is sent to me to put my colleagues in at the
right moments at the right time.>>The biggest impact has been on
our cultural change and how we deliver technology into our stores and into the hands of our colleagues. By coupling Marks & Spencer’s 134-year retail history alongside Microsoft’s
cutting edge technology, we’re able to give our colleagues real-time insight into how
our store is operating, and really focus on
excellent customer service.>>We’re looking to use
technology to enhance our operation and to
generate more revenue, and we’re really excited to
be working with Microsoft so we can take advantage of
this amazing opportunity. [MUSIC]>>So how does Connected Store
help UK retailer Marks & Spencer and other retailers improve customer
experience in the store. Well, it’s by creating enduring operational
improvements that are only available because of those unique data sources
in those physical stores. So you can see a few
examples of those here. Being able to provide benefits like scheduling optimization
in store for for staff based on footfall prediction that’s data you can only get in
the store or being able to prevent loss based on
understanding where products are at anytime and movement
through zones. Those types of benefits are only available through physical store data and it can incredibly help retailers improve that customer
experience in the store. So let’s take a look now at how Connected Store actually
functions really quickly. Connected sources bringing those
data sources in from sensors IoT devices and computer vision
cameras and then it provides intelligent AI at the edge so that it can provide
real time alerts to an in-store employee about
where customers might need more help or to improve a
long queue at the register. But it also provides aggregated data and reports
to store managers who can review that information later and make better decisions
about the next day, the next week and start to
forecast shopper behavior. So let’s take a look at
for Marks & Spencer. How does that data start
to add up and accumulate incredible rich value over time
and enable them to predict. Well, in one day alone, as we heard from them
since they deployed, they already started to
understand their busy periods of the day and then in a
week’s worth of data, they start to understand
differences between weekdays and weekend behavior and
they want to assort different products for
different days of the week. Then a month’s worth
of data guess what, they start to understand
what happens on Tuesdays because there are
certain things that happen in that neighborhood on
Tuesdays that they want to prepare for and then once they have a year’s worth of data of
course you’re starting to see incredibly rich
seasonality information. Then over time as it start to
accumulate more and more data about physical store operations and
customer shopper behavior, they can start to pull
in other data sources. Data sources from
the Microsoft Graph, understanding calendar,
understanding local events, understanding weather and
that’s going to enable them through using
Connected Store to really transform digitizer
operations and deliver that customer experience in-store to match their incredible
online shopping experience. So I’d like to remind everyone
that this is possible because of this rich Power Platform
that Connected Store is built on and with and to go
deeper into the power platform. I’d like to welcome on
stage Charles Lamanna.>>Thank you, Lorraine. For this next section
we’re going to be talking about the Microsoft Power Platform. The Microsoft Power Platform has three core products
included inside of it. There is PowerBI which
makes it easy to go analyze and get intelligence from
your existing business data. It’s PowerApps which makes it
straightforward to create web and mobile applications without having to write any code and Microsoft Flow. Makes it very easy to go automate
tasks without having to add any code or actually sign up for
developer to go take any actions. Altogether, the Power Platform
is a single low code experience. So everybody from the user and the
business all the way to IT and pro devs can build and develop much more quickly
inside of their business. Supporting all of these products, is the Common Data Service. Is the center of all
your business data and makes it very easy and
very straight forward. So you can actually securely
access all your information with the right security and with the right connections to
the rest of your business. It also includes AI Builder, which with just simple
configuration and no data science, you can go provide AI to your
business processes just a natural integrated fashion
and lastly the data connectors. Which make it possible to connect
to all of your data across your entire enterprise without expensive integration or complex ETL. All of this Power Platform together, has just outstanding momentum
right now in the market. We have over three million
monthly active developers on the Power Platform. We’ve increased 700 percent for production PowerApps
in the last year. The 300 percent growth in the
PowerApps monthly active users. We have over 25 million data
models for PowerBI with over 95 percent of the Fortune
500 using it to analyze your data and get more from
it and lastly Flow has over 25 billion automated steps
running each and every day and all of this momentum
is just enabled by the connected and
cohesive capabilities of the Power Platform to deliver transformation as easy and as
quickly as you can configure any other SaaS application and to go continue to
innovate in this space, we have several very important
and very large announcements for PowerApps today. AI Builders now generally available. So you can easily understand
forums, classify text, make predictions on the
Common Data Service and detect objects and images
off of mobile devices, all without having to write any code. Additionally, we have PowerApps
Portals which now makes it easy for end users
outside of your company. So your customers and your partners
to access the same data and same application experiences that
you’re used to from PowerApps. It was the number one
requested feature on our community website and lastly, we have a whole host of new component capabilities which work across all application types. Whether it’s Canvas or model-driven, you can build reusable
components with no code or a professional
developer code very easily. Similarly, for Microsoft Flow we have announced AI Builder
as tightly integrated. So you can go understand
those forums and do data classification and leverage AI in your business
processes and automations. We also have hundreds of new Flow Checker rules to make it easier than ever to understand how to build the best possible
automation to explain complex concepts like loops as well as potential errors
or default values. Lastly, a bunch of new editions to Flow in
the authoring experience. Things like geofencing
as well as improved co-authoring or business process
creation on mobile devices. All of it is enabled
with the October Wave 2 release and available for
you to try out today. A core part of all of these updates is making it
accessible for developers. So we talk about the
Power platform to make it easy for business users
or citizen developers, but also professional developers
play an important role. In the case of PowerApps
component framework, it’s now possible to use JavaScript or Typescript and Visual
Studio or VS Code to go create custom web
experiences that work across those web and mobile
applications you know in PowerApps. We already have over a
thousand controls visible on our community site that
had been published and posted by professional developers. Additionally, with the PowerApps
Command Line Interface or CLI, which make it possible
to use source control to develop your application
and solution, to use continuous integration, continuous deployment to go deploy
your updates to production. So you can run the
most mission critical enterprise-grade
applications on top of PowerApps and all of this is part of a much bigger story
for Power Platform. It’s not just about the low code tools like Power
BI, PowerApps and Flow. It’s also about Azure and Visual Studio and VS Code in Azure
DevOps supporting it. Whether it be things like
Azure API management or all the rich Azure
AI capabilities, you can go dock into that
right from the Power Platform without having to leave the confines
of that low code environment. Your data is already stored
in Azure and Azure Data Lake, SQL Data Warehouse or
Azure SQL or Cosmos DB. It’s all available right
at your fingertips inside the application
development environment. This story of having no cliffs and no limits to start with no code, all the way to being
code first is one of the most unique aspects
of the Power Platform. It’s one of the biggest
updates that you’ll see in the October or Wave 2 release and one of the best ways to go show these capabilities and action
is with a customer demo. So in the case of Team Rubicon, they are volunteer-based
organization which worked with first responders
and veterans to go respond to natural disasters or
other issues and what’s amazing is they have a public
website where anyone can go and actually say, read up on the process and they
use this website to grow from eight volunteers just 10 years ago to over 100,000 volunteers today, and one of the big problems
for these volunteers is actually tracking what they
know, what their skills are. How can they best help in the event
of a disaster and to do that, they actually built this website. I can go see. I have a profile
registered on Team Rubicon. I can go say skills and experience, click through and see what
I’ve actually signed up or certify that I know
how to do in the past and they can use this to
respond to an issue to deploy the right people at the right time and say I want to go
create a new skill. I can go just say click through here, you get the standard form but
that’s not super interesting. One of the great things that they
did is they actually made it possible so I can
upload a certificate, say from FEMA and we
have a form right here. I can upload this certificate
and associate with one on my skills and this will automatically be understood by the backend
and registered in their system. Instead of having to go type
in all that information and also go submit proof that I
actually have that capability. So this is all wired up naturally
and if you look at this, you may think this has
to be a process that has professional developers
involved. But it doesn’t. It actually was able
to be built entirely with the Power Platform and one of the core components of that is that PowerApps Portals which is
now generally available. We can see we have a nice
visual designer in the studio which is just what everybody already knows from
the Power Platform. We can see I have a whole
bunch of components available to me to go out to
the page with drag and drop. In this case, I want
to just add a list. What a list is is
just a collection of data I already have in
the Common Data Service. I can go connect to all the
same entities and views, I already have configured in my Dynamics instance or my
PowerApps and CDS instance. In this case, I’ve chosen the skill entity in the
act of skills view. I can toggle whether or
not I want to allow people to create new records on that screen. I can also go toggle a whole bunch of other capabilities and
what that does is, on this profile page, I’m
going to go drill down. I can actually now see the
information right here. I can see the skills
I’ve registered in the past right while I see
my individual profile. So less clicks an easier process. But one of the more impressive things is how do they actually
convert one of these certificates to the data inside the Common Data
Service and for that, they use AI Builder. We have AI Builder capability called forms processing where
all you have to do with just upload a small
number of documents and will automatically
generate an AI model for you that will understand and
take the values extracted out of that document and
it’s much more than OCR. It actually uses advanced
technology from Bing to really understand the text instead
of just extracting the text. As an example I’ve already
uploaded five FEMA documents. This is an AI Builder
tutorial experience. I just say click next and what
happens is I actually get a view like this where we can see
the AI is already identified. It’s Jeff. Hey that’s the
name and a certificate. Here’s the actual certification
that was created. Here’s the date and so on
and all of this is just extract it in a structured
form without a human and without a data
scientist and this type of AI capabilities starts
to really transform business processes
particularly if you can drop it in without having
to write code or get a data scientist and the way
you act on this AI because AI in the abstract isn’t very
valuable is with Microsoft Flow. So what they’ve configured is a Microsoft Flow that whenever
a certificate is uploaded, if there’s a actual
file attached to it, they’ll run through these
steps to use AI Builder to go understand that file
to use that model that I just configured by uploading
files or lookup information like what are the skill details from the Common Data Service as well as go validate against the name on the certificate versus the
profile already stored with Team Rubicon and what this allows me to do is automatically validate or approve these skills
without having to get a human involved
or invalidate them. If this certificate
doesn’t match the user. All of these capabilities
together are just wired up in a single platform with a single
security model and without having to write any code
and Team Rubicon of course is very cares a lot about giving
back to the non-profit community. So what they actually
did is they took their solution and they
worked with Microsoft. They partnered with us to go create the non-profit accelerator
for the common data model. This accelerator is
available for free with no additional charge to all
of our customers to go help them get moving faster on the Power Platform without having to pay any
additional cost and to get the expertise that they
already have for managing all these different volunteers
over a 100,000 on their system. For this part, we
talked about PowerApps, AI Builder, Microsoft Flow, and Common Data Service. But there’s one other
key component of the Power platform
and that’s PowerBI. So for that section, I’m going to turn it
over to Arun who will go dive deep on the new
updates that we have.>>Thanks so much Charles.
So the final product we’re going to talk
about today is PowerBI. As we know in today’s world, data’s coming from
pretty much everywhere. Not just transactional
systems of record, but systems of observation. Product elementary IoT
devices human interactions. Our goal on PowerBI is to help every customer harness the
power of all of that data and private data culture
where every employee in the organization is making
better decisions based on data. What we’ve done in the 2019
wave 2 is delivered at ton of innovative new
capabilities that help our customers do just that. I’m going to talk about four
of those capabilities today. First is a brand new
service experience for end-users that make
it even easier for them to get insights from data and bring all of the analytics content
into a single location. The second is a new experience
for creators in PowerBI desktop that takes a lot of the concepts
from PowerPoint and Office, so it makes it very
easy for them to learn. The third is a set
of capabilities for IT Administrators that
help them certify data and track the lineage of all
the assets in PowerBI so they know that everybody
in the organization using the single source of truth. Finally, a significantly revamped experience for Q and A so that end users can interact with PowerBI just using the English language and
get insights delivered to them. One of the customers that we’ve
been working very closely with is Veolia UK and Ireland. Veolia is a leader in
environmental solutions. They provide their
customers with water, waste, and energy
management solutions. They help their customers
reduce their carbon footprint. They have over 150,000 employees
from around the world. We’ve been working with them to
help over 100,000 businesses, and millions of residential customers reduce their carbon footprint. So let me show you how
Veolia uses PowerBI. So to get started as Veolia user, I started with my Power
BI home experience. You can see that this
is where they get all of their analytical
content brought to them. So you can see some of the
KPIs I’m interested in, you can see some of my frequently
used reports and dashboards, as well as my favorites. In 2019 wave 2, we’ve made it easy for
Veolia to be able to tailor their experience in PowerBI so
that it takes on their branding, it takes on their colors, and so their end users
feel right at home. For this demo, I’m going to go into their Commercial Analytics Reports. What you’re going to see here is the analytics for a single
customer in the UK, and it helps track how they’re doing from a waste
management perspective. The three areas that I’m really
interested in is one is, what’s the diversion rate by month? So this shows you in
what percentage of their waste is diverted to
recycling facilities etc. It’s going up and
that’s a good thing. The second is the recycling
percentage by month. It’s generally been going up, it’s a good thing they had
a drop in September. Lastly, the total weight of their wastage that they’re actually sending out from
their different sites, and generally see that
this is tracking down, which is also a good thing. One thing I wanted
to show you is that there’s a significant drop in September in terms of the
total wastage going down. One of the capabilities that
they provide in PowerBI, is the ability for the customer
to simply go in and say, analyze this data for me, and
explain what drove the decrease. When you do that, you can see that PowerBI analyzes the data model, it looks for insights using
sophisticated AI algorithms, and it actually produces insights
on what drove the decrease. So you can see here that the
decrease was pretty much driven by non-hazardous
industrial waste, which is a good thing
because this waste would have otherwise
gone to a landfill. What you’ve done in the
semester is not just made it easy for them to get to their
reports and dashboards, but bring a lot of their
analytics content from around the organization
into that report. For example, Veolia can include
their documentation right here, which is a Word document that tells the end users how to use this analytical and
reporting application. It’s just integrated into
their PowerBI experience. Customers often have
quarterly reviews or monthly reviews of
their business process. You can bring that content
directly into PowerBI, and you can have the end-users understand exactly
about the business was, and you can see a
PowerPoint presentation on their last business review again, integrated into analytics experience. You can also get feedback from the end users with Microsoft
forms or Forms Pro where they can tell Veolia how they can improve
the state of their analytics. Lastly, you can even take
tutorials for PowerBI. So end users new to PowerBI, you can get a YouTube video just embedded in so somebody
who’s not familiar with PowerBI can actually end up
learning how to use the product. So you can see how we’ve
made experiences really simple for users to get
the insights they need, but bring a lot of the
analytics content together. Now, I’m going to go a little
bit underneath the hood and show you of the capabilities that we provided for creators and
IT Administrators that make it easy for them to build
these great reports and dashboards. In order to be able to do that, I’m going to step into this view that is available
for IT Administrators. So what you see here
is we’ve provided comprehensive lineage
where an IT Administrator can come into PowerBI, and they can see all the
different data sources. They’re getting data
from SQL Servers, text CSV files, or data sources. You can see which
datasets these feed into, which reports, and which dashboards. By clicking on any
one of these tiles, you can see the comprehensive
lineage for that particular asset. You can see where
the data comes from, you can see where the
data goes through. So it really helps end-users
and IT Administrators understand how people are using
the single source of truth. If I scroll up, you
will notice that one of these datasets has a little
badge right next to it. This is because it’s
a certified dataset. This is a capability
that we’ve provided for IT Administrators to be able to certify the single
source of truth and ensure that it’s used consistently
across the enterprise. I can click into this
certified dataset, and I can see it’s linear it. So I can say, hey where did this data come from and how it
was put together? So now that Veolia has all the
data in exactly the right shape, let me show you some of the
new experiences we have in PowerBI desktop that improved
the authoring experience. So here, I’m going to go
into PowerBI desktop, and I’m working on a report here. You’ll notice that we have
a fresh new experience in PowerBI desktop that borrows from a lot of the
themes that users are already familiar with in Office. Let me just show you
some small examples. For example, if I take this
visual and move it around, you’ll notice that these
little red grid lines appear, which is something that we
picked up from PowerPoint. We’re really trying to
make PowerBI desktop the PowerPoint for
data so that everybody who’s familiar with PowerPoint is instantly productive within PowerBI. Another concept that we
bought from PowerPoint is the ability to group
objects together. So if I go in and I
select these two visuals, I can just right click, and
just like I do in PowerPoint, I can group them together. Once they’re grouped together, they move together, they
can be resized together. So it makes it very easy for end-users to be
able to work with that. One of the things I wanted
to draw your attention to is the new ribbon experience. So for those who are
familiar with Office, this new ribbon experience looks exactly like what they
used to with Office. The reason it looks so familiar is because it’s exactly the same ribbon. The reason we’ve done that is to
make it easy for end-users to be able to borrow again for the concept that they’re
familiar with in PowerPoint. So I can quickly go ahead and
change the themes for example, and you can see just like
it does in PowerPoint, they can change the theme
for this whole report. The last thing I wanted to show you is some of the new experiences that we’re releasing next
week with Q and A, the ability for end-users to
simply ask questions in English. What you see here is
we’ve added a new visual, it’s the Q and A visual, and I can bring it directly
on to the PowerBI canvas. When I do that, you can
see that it shows me a bunch of suggested questions right off the bar that Power
BI automatically generated by analyzing the
report on the data model. For example, if I click on this one, the end-user can say, what’s the average wait to
final destination? It’s right there. I can also
type questions in free form. So when I type a new question, PowerBI analyses the
question and goes ahead and tries to give me the answer
that I’m looking for. So if we’re looking at the
diversion rates, by site, you can quickly see
that PowerBI created a graph that showed me the diversion rates for
the different sites. If I click on each of
these diversion rates, PowerBI cross filters the rest of the data and the report so I can see how they’re doing from a
wastage management perspective. Let me try another question. So I’m going to try
another question here. If I try to understand
the total spent by place, you’ll notice that Power
BI actually did not understand place because it
marked it with a red arrow. The reason it did that is because it didn’t really understand what
the end-user meant by place, it’s not something that’s
in the data model. However, it did interpret
the question correctly. It said most likely
the user’s trying to understand what the
total spend is by site. The reason we have been able
to do that is because we have integrated the Office
Thesaurus so that everything that is in
the Office Thesaurus is already naturally
understood by PowerBI. Another example I
wanted to show you is the ability for Power
BI to be able to understand adjectives that it may not have an existing definition for. So I started off by saying, hey, show me the recycling
rate for critical sites. Now, PowerBI understood that
critical is an objective. However, it does not understand
what critical means. It’s undefined in the data model, and there’s no real synonym that it can use to be able to decipher it. So here, I can go ahead
and just simply use the tooling to go ahead and teach
Q and A what critical means. So if I go here, you
can see that critical is not understood, I hit “Submit”. Now it tells me to teach
PowerBI what critical means. So I’m going to go ahead
and describe critical, which is sites that
have a lot of wastage. When I hit “Enter”, you will see
that this particular definition, waste weight that’s greater
than 20,000 pounds, is applied and you
can see that results. So when I hit “Save”
and I hit “Okay”, you will see that this
particular definition is now applied to the data model, and now PowerBI understands
the definition of critical, it’s no longer marked in red. So that’s what I had to show
you for the 2019 wave 2: Amazing new capabilities
for end-users that bring all of the
analytics content together, new experiences for creators
and IT Administrators, and a brand new Q and A experience. So with that, let me bring
James right back. Thank you>>Thank you, Arun and thanks
everyone for joining us today. Believe it or not, we covered less than 15 percent
of the new capabilities in this release wave even though
we went 15 minutes long. So if you haven’t checked
out the release notes, please go do that. It’s comprehensive, lots and
lots of good stuff in here. Until next time. Thanks
again for joining us, and we’ll see you in April. [MUSIC]

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