Create dashboards for Customer Service
Dashboards let users view the most important information that they need when making business decisions. Dashboards can consist of charts, lists, and other resources, such as external webpages. Dynamics 365 Customer Service includes several preconfigured dashboards that help clarify the most important information. You can change these preconfigured dashboards and create custom dashboards.
A dashboard is a collection of views, charts, IFrames, web resources, and other graphical reports that provide a high-level overview of data in one screen. For example, you can show case satisfaction scores alongside entitlement expirations and the mix of cases by priority. The following screenshot shows an example of a dashboard.
Items that are presented on a dashboard are called components, and each dashboard can include a maximum of six components. This feature allows you to analyze different customer service data at the same time. Essentially, a dashboard is a snapshot of the data in different formats from different tables on one page.
Note
The dashboard page doesn't auto refresh, but it offers the most current data whenever a user loads the page.
Case dashboards
Dynamics 365 Customer Service includes several out-of-the-box dashboards that allow users to measure their productivity and compare how they correspond with other users in their organization. These out-of-the-box dashboards are called system dashboards and they're available for all users of the organization to view. When you work in Dynamics 365 Customer Service workspace, the available dashboards include:
Customer Service Agent Dashboard
Customer Service Manager Dashboard
Customer Service Operations Dashboard
Customer Service Performance Dashboard
Omnichannel Agent Dashboard
Omnichannel Ongoing Conversations Dashboard
Note
The omnichannel dashboards are only available when an organization has deployed Contact Center.
Each dashboard shows different visualizations, or views, on records from a table. You can expand components or drill down into the records that are used to generate the charts by selecting the appropriate button.
If you select the View records icon, a window opens that shows the chart and a list of records that were used to generate the chart.
Custom dashboards
If the out-of-the-box dashboards don't meet your needs, you can customize these dashboards and make more dashboards, if needed. Dashboards that individual users create are referred to as personal dashboards. By default, personal dashboards are visible only to the users who created them, but they can be shared with other users as needed. To create a personal dashboard, select the Dynamics 365 Dashboard button on the command bar. You can add system dashboards from within Solutions in Power Apps maker portal.
The two types of dashboards that you can create are:
Dynamics 365 Dashboard - Contains components such as lists and charts.
Power BI Dashboard - Embed a Power BI report or dashboard. (You need to enable this functionality in your environment first.)
Dynamics 365 dashboards
End users can create personal dashboards while working in the Customer Service workspace app. Go to Service > Dashboards, select New, and then select Dynamics 365 Dashboard. The next step is to select a layout for the dashboard.
In the dashboard designer, you can add components based on your specific needs. Each component placeholder includes buttons that correspond to the different types of components that you can set up. As you add components to the dashboard, you can size, move, or delete them as needed.
Types of components that you can add to a dashboard include:
Chart - This component shows a Dynamics 365 chart. If you add a chart to a dashboard, make sure that you define the following properties:
The table to use
The view that defines the data that's shown in the chart
The specific chart to show
List - This component shows a specific Dynamics 365 view. If you add a list to a dashboard, make sure that you define the following properties:
The table to use
The specific view to show
Assistant - This component shows the Assistant.
Iframe - This component shows information for a webpage.
Web resource - This component shows information for a web resource.
Power BI tile - This component allows you to add a tile from a Power BI dashboard to the dashboard that you're creating.
In each component, you can select the icon for the type of component, as shown in the following screenshot.
Important
Make sure that you enable Power BI visualization embedding in the system settings so that you can add Power BI tiles. This option is set to Off by default. Additionally, you can't add a Power BI tile to a Dynamics 365 system dashboard.
After the dashboard has the appearance that you want, you can save and close it. The next time that you select the Dashboards option in the site map, the dashboard that you created is available in the list of dashboards. Personal dashboards always appear at the top of the list under My dashboards.
Power BI dashboards
Power BI dashboards are used to view and report on important data and can be used in many ways. You can also embed them in apps such as Customer Service.
Important
Make sure that you enable Power BI visualization embedding in the system settings so that you can add Power BI dashboards. This option is set to Off by default.
Enable Power BI reporting
To embed Power BI dashboards and tiles in model-driven apps, you need to enable Power BI reporting in Dynamics 365.
In Microsoft Power Platform admin center, select Settings for your Dynamics 365 environment.
Go to Product > Features, turn on the Power BI visualization embedding toggle, and then select Save.
Embed a personal Power BI dashboard in Dynamics 365 Customer Service
You can embed the Power BI dashboard into the Customer Service apps. In Customer Service workspace, go to Service > Dashboards, select New, and then select Power BI Dashboard.
In the pop-up window, select the Workspace and Dashboard that you want to use and then select Save.
Embed a system Power BI dashboard in Dynamics 365 Customer Service
To add a system Power BI dashboard in a solution in Power Apps maker portal, select + New > Dashboard > Power BI Embedded.
When adding an embedded Power BI dashboard to a solution, you can add a Power BI report or a Power BI dashboard.
In the pop-up window, select the Workspace, Type, and Report or Dashboard that you want to use and then select Save.