Customer Service Analytics for Dynamics 365 in Power BI

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Posted on by JLKM

Hi,

I installed the Customer Service Analytics for Dynamics 365 in Power BI, created some Case records, and submitted some Customer Voice survey responses.

However, the Avg CSAT card on the Power BI report remains 0 after refresh. When I checked the data in Case table, the fields sentimentvalue and customersatisfactioncode remain null. What's wrong?

Why aren't the survey responses populated back in the Case table. How to get the Avg. CSAT card show some value?

Thanks in advance!

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JLKM 35 on at

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RE: Customer Service Analytics for Dynamics 365 in Power BI

Hi Leah

I did read the mentioned thread.

In fact, in my situation, the Customer Service Historical Analytics (in Customer Service Hub) did show some figure as expected:

But the Customer Service Analytics for Dynamics 365 (in Power BI) remains 0:

Why is there such a difference? What went wrong?

Thanks again.
Community Member on at

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RE: Customer Service Analytics for Dynamics 365 in Power BI

Hi JLKM,

Maybe you can refer following link:

(+) Avg CSAT Score field is blank on Customer Service Historical Data View (Customer Service Hub App) - Dynamics 365 Customer Service Forum Community Forum