Customer Self Service Summit 2021

Advert for Customer Self Service Summit 2021

The Powerthon team

Customer Self Service Summit 2021 took place on Friday 24th September 2021.  The event was devised and organised by the Powerthon team.  The Powerthon team are the masterminds behind the Power Community schedule of events and website.  Well known in the Power Platform Community, they are Raz ‘Dynamics’ Choudry, Arpit Shrivastava and Victor Dantas.

Getting involved

A regular to the Power Community events, I had often thought about getting more involved.  It had often struck me how dedicated  the team were to give up such huge amounts of time.  Being online all day to monitor and support the sessions seemed a huge commitment to helping others.

As I was really keen for this particular event I had booked leave so that I could attend the whole day.  Because I was going to be attending all the sessions, it occured to me that this might be a great opportunity to help out.  So I reached out to the team via LinkedIn, offering to help out in any capacity.  And I was surprised and delighted when Raz took me up on my offer and allowed me to be part of the organising team! The Customer Self Service Summit 2021 would be the first online event I had helped to host.


The day was organised into the following hour long sessions;

  • Customer Self Service Solutions in the Microsoft Stack (Sahan Wijayasekera)
  • Booking + D365 Sales = Better Together (Nico Fernandez)
  • Automate your D365 & M365 documents with dox42 and chatbots! (Lisa Pulsinger)
  •  5 Things you should know about D365 Customer Service (Tricia Sinclair)
  • Transforming Customers into Power Users through self service automation (Ben Banks)
  • Interact with Omni Channel Agents from Power Portals using PVA (Devikumari Krishna)
  • Optimise AI Driven chatbots for Power Virtual Agents (Reenu Grewal Saluja)
  • Building Chat Bots for Microsoft Teams (Reza Dorrani)
  • How do I get people to use my system? User adoption challenges and practical solutions (Dustin Domerese)
  • Low code Chat Bot using PVA with best practices and tips (Deepak Shrivastava)
  • Power Virtual Agents Deep Dive (Razwan Choudry)

My job

My job for the day was to make sure the speakers were online and set as presenters in Teams.  Then, once each session was completed I would need to thank the speaker and introduce the next.  This bit was actually much more of a challenge than it sounds.  It required me to have a little bit of knowledge or research around the subject area, so that I could personalise each introduction.  It also meant that we could have a little bit of relevant discussion if the session ended early.


As with many Power Platform and D365 community events, this one could not have happened without the support of the sponsors.  On this occasion the sponsors were

  • dox42
  • Solgari
  • Packt
  • dcg – Dynamics Consultants Group