web
You’re offline. This is a read only version of the page.
close
Skip to main content
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Performance degradatio...
Customer experience | Sales, Customer Insights,...
Answered

Performance degradation from excessive API calls

(4) ShareShare
ReportReport
Posted on by MikeC282 2,169
Hi community,
 
I've been getting significant degradation in CRM service. Some users could not load any records in Dynamics and others are getting concurrency errors. 
 
I checked the API logs to see what was going on and noticed a significant amount of API calls from these Microsoft application users. Specifically InsightsAppsPlatform, Dynamics365Athena2, D365 SegmentWorkflow, D365 Dataverse Data.
 
My question is what are they? What do they do? I've googled a few of them and there's little information on what each of these users do. Athena2 for example all I can find is that it syncs D365 data with Azure Datalakes but I've never set anything up? What are they syncing across?
 
I've got Customer Insights Journey installed and our marketing team uses it quite a bit could that be what is syncing across?
 
Can anyone explain to me what those application users do?
 
Categories:
Dynamics 365 Customer Insights - Journeys
Microsoft Dynamics CRM
Dynamics 365 Sales
I have the same question (0)
  • MikeC282 Profile Picture
    MikeC282 2,169 on at
    Performance degradation from excessive API calls
    Thank you @Daivat.
     
    Thank you for this. The information is very useful and answers a lot of my questions.
     
    Regarding what you said about scheduling segment refreshes during off hours. I don't think Customer Insights Journey segments allow for it? Unless I'm missing something?
     
     
    Also @Jonas I have noticed certain database capacity consumption. Thankfully most of the marketing stats are warehoused in the datalakes and doesn't appear to consume CRM database capacity. 
     
    There were instances for example where I saw tables like msdynmkt_segmentexecution which seems to record everytime a segment refreshes (where if you have a lot of segments it could add up). I've been deleting those records as they seem to have no affect other than logging when a segment refresh is completed.
  • Jonas "Jones" Melgaard Profile Picture
    Jonas "Jones" Melgaard 4,889 Super User 2025 Season 2 on at
    Performance degradation from excessive API calls
    This came up during a user group meeting I attended earlier this month. I'd also expect you to see additional storage consumption.
     
    It normally comes if you enable link to Fabric or link to Synapse analytics. This is what Project Athena is related to.
     
    My advice is to a create a Microsoft support request and have them investigate. 
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,829 Super User 2025 Season 2 on at
    Performance degradation from excessive API calls
    Hello MikeC282,
     

    You've uncovered a common and often confusing aspect of Dynamics 365 environments, especially when dealing with integrated services like Customer Insights - Journeys (formerly Marketing). Let's break down those application users and what they likely represent:

    Understanding Application Users in Dynamics 365

    In Dynamics 365, "application users" are system accounts used by various Microsoft services and integrations to perform background tasks, data synchronization, and other automated operations. These accounts don't represent actual human users, but rather the identities of specific services or processes.

     

    Decoding the Application Users in Your Logs:

    • InsightsAppsPlatform:

      • This user is strongly associated with Customer Insights - Journeys. It's used for various data processing tasks within the marketing application, including segment calculations, journey execution, and data synchronization between Customer Insights - Journeys and Dataverse.
      • Given that your marketing team uses Customer Insights - Journeys heavily, this is likely a major contributor to the high API call volume you're seeing. 

    • Dynamics365Athena2:

      • You're correct that Athena2 is related to data export and synchronization with Azure Data Lake. It's used for services that need to move large volumes of Dataverse data to Azure for analytical purposes.
      • Even if you haven't explicitly set up a data lake export, certain Dynamics 365 features or Microsoft services might be leveraging it behind the scenes.
      • Customer Insights - Journeys also uses the Azure Data Lake for analytical purposes, so this user also points back to the Marketing Application. 

    • D365 SegmentWorkflow:

      • This user is specifically tied to segment processing in Customer Insights - Journeys. It's responsible for calculating segment memberships and updating contact lists based on segment criteria.
      • Again, this reinforces the connection to your marketing team's usage of Customer Insights - Journeys. 

    • D365 Dataverse Data:

      • This is a more general application user that could be used by various internal Dynamics 365 services or integrations to access Dataverse data.
      • It might be involved in background data processing, system jobs, or other automated tasks. 

        •  

      •  

    Why the High API Call Volume?

    The high API call volume you're seeing is likely due to a combination of factors:

    • Customer Insights - Journeys Usage:

      • Marketing activities, such as segment calculations, journey execution, and data synchronization, can generate a significant number of API calls. 

    • Data Synchronization:

      • The synchronization of data between Dataverse and Azure Data Lake (via Athena2) can also contribute to high API usage. 

    • Background Processes:

      • Various background processes and system jobs in Dynamics 365 can generate API calls.  

      •  

    Troubleshooting and Mitigation:

    1. Customer Insights - Journeys Optimization:

      • Review your marketing segments and journeys to ensure they are optimized for performance.
      • Avoid overly complex segment criteria or journey logic.
      • Consider scheduling segment refreshes during off-peak hours. 

    2. Data Lake Export Review:

      • Investigate any potential data lake exports that might be running.
      • If you find any unexpected exports, disable them. 

    3. Plugin and Workflow Review:

      • Review any custom plugins or workflows that might be generating excessive API calls.
      • Optimize or disable any unnecessary plugins or workflows. 

    4. API Throttling and Limits:

      • Familiarize yourself with Dynamics 365 API throttling and limits.
      • Implement strategies to prevent your application from exceeding these limits. 

    5. Performance Monitoring:

      • Continue to monitor your Dynamics 365 environment for performance issues.
      • Use the Dynamics 365 monitoring tools to identify any bottlenecks. 

    6. Microsoft Support:

      • If you're unable to resolve the performance issues, contact Microsoft Support for assistance.
      • They can help you investigate the root cause of the high API call volume. 

        •  

      7.  

    Key Takeaways:

    • The application users you're seeing are primarily related to Customer Insights - Journeys and Azure Data Lake synchronization.
    • Your marketing team's usage of Customer Insights - Journeys is likely a major contributor to the high API call volume.
    • Optimize your marketing activities and review your data lake export settings to mitigate the issue.

      •  

    By understanding the roles of these application users and optimizing your Dynamics 365 environment, you can improve performance and prevent service degradation.

     
    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

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

News and Announcements

Join experts in person to explore low code and AI agents at the Power Platform Community Conference sponsored by Microsoft
Our Community Code of Conduct has been updated!

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Andrés Arias – Community Spotlight

We are honored to recognize Andrés Arias as our Community Spotlight honoree for…

Congratulations to the August Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > Customer experience | Sales, Customer Insights, CRM

#1
Daniyal Khaleel Profile Picture

Daniyal Khaleel 150

#2
DAnny3211 Profile Picture

DAnny3211 81

#3
Abhilash Warrier Profile Picture

Abhilash Warrier 66 Super User 2025 Season 2

Last 30 days Overall leaderboard

Featured topics

Hide selecting Contact for potential customer when creating quote

Product updates

Dynamics 365 release plans