Problems I worked through with customers over the years, written up now and updated for how the platform works today. Each post notes the year I first learned it.
Governance & Security
From the field archive · Learned in 2024
Security teams want passwords rotated. Automation teams want flows that don't break at 2 a.m. Here's how I help both get what they need.
Apps & Automation
From the field archive · Learned in 2024
Before anyone converts a single bot, these are the questions I ask. Most of them have nothing to do with the conversion tool.
Operations
From the field archive · Learned in 2024
A customer asked me how to archive old apps and flows. The honest answer was that the button doesn't exist. Here's the process I recommended instead, updated for today's tools.
Governance & Security
From the field archive · Learned in 2024
The same ten questions came up in almost every security review. Here they are, with the answers I'd give today, checked against current public documentation.
Agent Architecture
From the field archive · Learned in 2024
What I learned helping customers whose agents gave thin, wrong or missing answers from SharePoint, and what I'd configure today.
Agent Architecture
From the field archive · Learned in 2023
In late 2023 every bot team I worked with had the same three questions. Here's what actually changed, how I moved classic chatbots across, and where a migrated bot should land today.
Governance & Security
From the field archive · Learned in 2023
A manufacturer asked me how to stop one group from building automations and still prove who changed what. Here's how I answered in 2023, and what I'd do today.
Cost & Licensing
From the field archive · Learned in 2023
The questions I answered over and over in 2023, the mental model I use to answer them, and what has changed in the licensing picture since.
Apps & Automation
From the field archive · Learned in 2023
How I structure answers, run a proof of technology with a partner, and handle the governance, security, and AI questions that now show up in every platform RFP.
Agent Architecture
From the field archive · Learned in 2023
Why an agent stops waiting for a slow flow, how I explained it to customers back then, and the patterns I recommend now that agent flows, express mode and asynchronous responses exist.
Cost & Licensing
From the field archive · Learned in 2023
A utility would only buy if it could charge chatbot usage back to departments. Here's the workaround we built in 2023, and the native controls I'd use today.
Apps & Automation
From the field archive · Learned in 2022
How I scope offline requirements for field teams, what the platform documents today for canvas and model-driven apps, and where I draw the line.
Dynamics 365 Apps
From the field archive · Learned in 2022
A requirements-first way to turn a long RFP into a demo evaluators can score, plus how I'd show Copilot and scheduling optimization honestly today.
Dynamics 365 Apps
From the field archive · Learned in 2022
What I designed when a service team needed to quote from a ticket, and how I'd approach the same problem today.
Operations
From the field archive · Learned in 2020
What a run of 2020 and 2021 deprecations taught me about turning announcements into owned, finished work, and the tracking practice I still use today.
Dynamics 365 Apps
From the field archive · Learned in 2020
In 2020 I helped a large automaker move dozens of Dynamics environments to the Unified Interface before the legacy web client went away. Here's what worked, what broke, and how I'd run the same kind of migration today.
Dynamics 365 Apps
From the field archive · Learned in 2020
The email problems I worked on most often in 2020 and 2021, why they happened, and how the setup looks in 2026.
Operations
From the field archive · Learned in 2020
What I learned helping customers stay under their Dataverse capacity in 2020 and 2021, and how I'd handle the same four culprits with today's built-in settings.
Operations
From the field archive · Learned in 2020
"The system is slow" is the least useful bug report there is. Here's the method I used with customers in 2020 to turn it into something we could fix, and the tools I'd use for the same job today.
Operations
From the field archive · Learned in 2020
The cutover runbook I helped a staffing firm through in June 2020, generalized into a checklist, and updated for backups, administration mode and pipelines in 2026.
Dynamics 365 Apps
From the field archive · Learned in 2020
The product has a new name and a new studio. The questions customers ask about sign-in, stale data and self-service content are the same ones I answered in 2020.
Governance & Security
From the field archive · Learned in 2020
When a customer's security team runs an automated scan against a SaaS app, the findings report lands on everyone's desk at once. Here's how I helped customers work through those reports in 2020, and what the platform gives you today.
Dynamics 365 Apps
From the field archive · Learned in 2020
What a 2020 contact center upgrade taught me about version alignment, telephony, chat and routing, and how I'd plan the same move now that Unified Service Desk is deprecated.
Operations
From the field archive · Learned in 2020
A failed upgrade in a staging environment, the decision to remove two apps instead, and the order of operations I've used ever since to take solutions out without breaking things.
Governance & Security
From the field archive · Learned in 2020
Why the old "CRM IP list" stopped being the answer, how I helped firewall teams switch to Azure service tags, and what the network controls look like today.
No posts match your search.