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Hello
Can anyone confirm how I can change the highlighted KPIs and criteria in the Customer Service Historical Analytics
your response is most appreciated
Hi Brendaama,
Currently, you can customize visual display of historical analytics reports in Customer Service.
https://learn.microsoft.com/en-us/dynamics365/customer-service/customize-reports
You can edit out-of-box reports in the following ways:
If you want to add your own KPIs and custom metrics to the reports, there is one preview feature: Customize data models of historical analytics reports in Customer Service.
https://learn.microsoft.com/en-us/dynamics365/customer-service/model-customize-reports
The key capabilities of model customization include the ability to:
Edit the out-of-the-box data model and add new metrics.
Bring in your own custom entities from Dataverse or any other source and extend the Power BI data model.
Publish the customized report to a specific Power BI workspace.
Customize the report site map and enable users to access the reports natively from Customer Service workspace.
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