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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Is there a place to do...
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Suggested Answer

Is there a place to download Customer Service History Power BI Template for Customer Service Hub?

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Posted on by MarcRohde 350 User Group Leader
The report in Customer Service Hub is a great starting point for our reporting and in some cases, I would like to be able to link Power BI scorecards to the existing metric and in other cases we want to modify or create new metrics.  Is there a place to download this report as a template that we can host in a Power BI workspace?
 
We want to avoid modifications to the base report but also don't see a way to do the linking with Power BI Scorecard if the reports are not hosted in our Power BI instance rather than the way is displaces in the Dynamics 365 environment.
Categories:
Dynamics 365 Customer Service
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  • Suggested answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 2,507 Most Valuable Professional on at

    1. Download & Customize Reports via Power BI Desktop
    While Customer Service Hub has built-in reports, those are not downloadable directly as .pbix templates. But you can rebuild or mimic them by:
    • Connecting Power BI Desktop to your Dataverse environment.
    • Recreating key tables and visualizations from the Customer Service Hub report (like case trends, SLA performance, queue volumes).
    • Saving the .pbix and publishing it to your Power BI workspace.
    Use the official Dataverse connector in Power BI:
    Power BI Desktop → Get Data → Dataverse (for online environments)

    2. Host in Power BI Workspace
    Once you build the report:
    • Publish it to your Power BI workspace.
    • Use it in Power BI Scorecards / Goals to link specific metrics.
    Only Power BI reports in your workspace can be linked to Goals or used in composite models.

    3. Create/Modify Metrics in Power BI Scorecard
    From your hosted report, you can:
    • Use visual-based metrics or DAX-based measures.
    • Link these to KPIs in Power BI Goals or Microsoft Fabric Metrics (if enabled).

    🔧 Alternative Option – Use Microsoft’s Sample Reports
    You can also explore Microsoft’s official Customer Service Analytics for Dynamics 365 report template:

    https://learn.microsoft.com/en-us/dynamics365/customer-service/analyze-customer-service-powerbi
    This is a Power BI report template that pulls key support metrics, already modeled and visualized.
     
  • Suggested answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,845 Moderator on at
    Hello MarcRohde,
     

    You've hit on a common need for extending the built-in reporting capabilities of the Dynamics 365 Customer Service Hub with the flexibility of Power BI.

    Unfortunately, as of my last knowledge update (which includes information up to early 2023 and standard Dynamics 365 practices), Microsoft does not provide an official, downloadable Power BI template (.pbit or .pbix) that directly mirrors the "Customer Service History" report as it appears within the Customer Service Hub.

    The reports embedded within the Customer Service Hub are typically rendered using Power BI Embedded, which means the reports themselves are hosted within the Dynamics 365 infrastructure, not directly accessible as a downloadable template for you to host in your own Power BI workspace.

    Why This Limitation Exists (Likely Reasons):

    • Tight Integration: The embedded reports are often tightly integrated with the specific data model and security context of your Dynamics 365 environment. Providing a generic template might not work seamlessly without understanding the specific customizations and data structure of each organization.

    • Managed Service: Power BI Embedded within Dynamics 365 is a managed service, and Microsoft likely handles the underlying report definitions and data connections.

    • Version Control and Updates: Providing downloadable templates could lead to version control issues and inconsistencies if the embedded reports are updated by Microsoft.


      •  

    How to Achieve Your Goals (Linking Power BI and Custom Metrics):

    While a direct template download isn't available, here's how you can achieve your goals of linking Power BI scorecards and creating custom metrics based on your Customer Service data:

    1. Connect Power BI to Your Dynamics 365 Data:

       

      • Use the Dynamics 365 Connector in Power BI Desktop: This is the primary way to access your Customer Service data from Power BI. In Power BI Desktop, go to Get Data and search for "Dynamics 365". You'll typically see connectors for:

        • Dynamics 365 (Dataverse): This is the recommended connector for accessing the Common Data Model (now Dataverse) and all your entities and data.

        • Dynamics 365 Customer Engagement (Legacy): Use this only if you are on a very old version or have specific reasons.

          •  

      • Select the relevant connector and follow the prompts to connect to your Dynamics 365 environment. You'll need your environment URL and potentially authentication details.

        •  

    2. Rebuild Key Metrics and Visualizations in Power BI:

       

      • Once connected, you'll have access to the underlying tables and fields that power the "Customer Service History" report.

      • You'll need to recreate the key metrics and visualizations that you find useful in the embedded report within Power BI Desktop. This will involve selecting the appropriate tables (e.g., Cases, Activities, Queues, Users), defining measures using DAX, and creating the desired charts and tables.

        •  

    3. Link Power BI Scorecards:

      • Once your key metrics are in Power BI, you can easily connect them to Power BI Scorecards. When creating a goal in a scorecard, you can choose a measure from your Power BI dataset as the target and track progress.

        •  

    4. Create New and Modified Metrics in Power BI:

      • Power BI's strength lies in its ability to create custom metrics and combine data from various sources. You can use DAX to define new calculations and KPIs that go beyond what's available in the standard Customer Service Hub reports.

        •  

    5. Host Reports in Your Power BI Workspace:

       

      • After building your Power BI reports and connecting them to scorecards, you can publish your .pbix file to your Power BI workspace in the Power BI service.

      • From there, you can share the reports and dashboards with your team.


        •  

      6.  

    Why This Approach is Better Than Trying to Download the Embedded Report:

    • Flexibility: You have complete control over the data model, calculations, and visualizations in Power BI.

    • Integration: You can easily integrate data from other sources with your Customer Service data in Power BI.

    • Scorecards: Power BI Scorecards are designed to work with datasets hosted in the Power BI service.

    • Customization: You can create metrics and reports tailored precisely to your organization's needs.


      •  

    In summary, while you cannot directly download the "Customer Service History" report as a Power BI template, you can achieve your reporting goals by connecting Power BI Desktop to your Dynamics 365 data and rebuilding the necessary metrics and visualizations within Power BI. This will allow you to link Power BI Scorecards and create custom metrics as required.

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak

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