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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Create a Power BI repo...
Customer experience | Sales, Customer Insights,...
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Create a Power BI report for Cases.

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Posted on by unaseer 60

I want to create a Power BI report, there's a few other insights I'm keen to gather from the services side:


• ability to drill down on information relating to pre and post-sales support (req dropdown field on case entity)
• manufacturer-specific view to include a metric for average length of time for a case to have status 'with manufacturer'
• manufacturer comparisons - case count, pre vs post sales ratios, response times etc. perhaps in a leaderboard/table format
• KPI - % cases resolved within target timeframe
• KPI - average case resolution time per X
• KPI - average number cases resolved per X
• No customer touches (activities recorded) per case per user

How do i get the data from Dynamcis CRM to create this report.

I have the same question (0)
  • David Jennaway Profile Picture
    David Jennaway 14,065 on at
    RE: Create a Power BI report for Cases.

    In addition to the incident (case) entity, you will also need to get data from the following entities:

    • incidentresolution - this is an activity that gives information on the resolution status and times (if set)
    • For the time in status 'with manufacturer', are you using a business process flow for the status, or something else ? If you use a business process flow, then you can get this from the business process flow entity. If you just use a status field, then you'll need a mechanism (probably a workflow), to record the change of status and when - I'd store this in a custom entity, and report on that. Note that it's not viable to get the information from the audit history into PowerBI
    • actvititypointer - this is the general entity for all activities, which will be linked to the case by the regardingobjectid field
  • unaseer Profile Picture
    unaseer 60 on at
    RE: Create a Power BI report for Cases.

    Can you please explain the process, how can i get the entity data?

    As i am new to Dynamics CRM.

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