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Analytics on cases by subject

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Posted on by Aaron B73

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I have added several subjects to our implementation of D365 Customer Service and do see them as selectable when responding to cases. I am having trouble, however, with figuring out how to report on cases by the subject that was selected. When creating a dashboard and adding a component, I do not see Subject as an available selection to report on. Any guidance would be wonderful!

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Dynamics 365 Customer Service

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Daniyal Khaleel 762 Most Valuable Professional on at

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Fix: Add Subject to the Case view used by charts

Go to Advanced Settings → Customizations → Customize the System.

Expand Entities → Case → Views.

Open the view you plan to use (commonly All Cases, Active Cases, or a custom one you created for dashboards).

Click Add Columns → check Subject.

Save & Publish.

Now that this view includes the Subject field, any chart based on it will be able to use Subject as:

Category (group by)

Series

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