Dynamics Community Forum Thread Details

Record type, Views, and Chart selections in D365 Customer Service dashbords

My team is preparing to switch to Dynamics 365 Customer Service for our CRM tool, I'm working on building some dashboards but am finding it a bit difficult to know what selections to make for Record Type, View, and Chart in the Add Component part of the process. Some are pretty straight forward (such as active tickets in queue and active cases by agent), but for other data points I am not sure what to use. For example, for the cs Manager Active Queue dashboard, I am hoping to see:

Chart showing active cases by State (awaiting response from CS Team, awaiting user reply, or awaiting 3rd party). We will be adding these different states in, but the selection to make in the dashboard set up is not clear to me.

Other data I would like to view are:

Pie chart showing active cases by Subject

Bar chart showing active cases by creation date

Bar chart showing active cases by SLA status based on time in queue waiting for initial or follow-up response

I have been looking for a list of definitions for eacf of the available selections in the Record Type, View, and Chart drop-down menus but have not located one yet. If someone knows of such a resource that they could point me to, that would be amazing.

Categories:

Dynamics 365 Customer Service

Dashboards in CRM are still a bit old school and can be tricky, but you should be able to get everything you are looking for. The most important things to know about dashboards from my own experience are:

You have two main decisions to make when adding a component to a dashboard
- The VIEW is going to determine what data populates the component. For manager views, you probably want to look at things like Open Cases, Recently Opened Cases, Recently Closed cases, Cases with an SLA, etc. You may want to create additional system views to meet the needs of your business and to properly filter data down as appropriate.
- The visual/chart/style is going to determine how the information from the above view is going to be displayed. This can be as simple as a list view, or it can be a chart
While you have to pick a single view when adding a component, you can then edit the component and add other views to it, giving the users a dropdown. For example, if you want to show a chart of cases over time, you could add views that filter the data to show it just for "Gold" customers, or just cases of High Priority, or something else like that. Users can then switch the underlying data for the chart as desired.
Use System views and system charts wherever possible. If you use personal views or charts, they need to be shared in addition to sharing the dashboard for users to see them. This can be difficult to maintain and I would avoid it if at all possible.

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With that out of the way, in your case I would have components for the following:

Component 1

Record Type: Cases

View: Active Cases (if you have states other than the three you mentioned, you will want a system view limited to just those records)

Visual: Cases by State

Component 2

Record Type: Cases

View: Active Cases

Visual: Cases by Subject

Component 2

Record Type: Cases

View: Active Cases

Visual: Cases by Create Date

Component 2

Record Type: Cases

View: Active Cases

Visual: Cases by SLA Status

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As a final note, dashboards in CRM are very limited in configuration and how they can show data. If at all possible, I would recommend moving to PowerBI for your reporting and embedding those into your Customer Service App. Of course there are license costs associated with that, so I know it is not always possible for every org.

Hopefully the above gets you going. Let me know if that helps or if I missed answering some of your questions!

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