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 / Microsoft Dynamics 365 | Integration, Dataverse... / Customer Service Histo...
Microsoft Dynamics 365 | Integration, Dataverse...
Unanswered

Customer Service Historical Analytics

(1) ShareShare
ReportReport
Posted on by Brendaama
Hello
 
Can I customize the data set used in the Customer service historical analytics and how?
 
Also, after this customization is done, does the customization automatically take effect on the Key Insight Discovered Label?
 
Can we use data set from custom entities?
 
I have the same question (0)
  • RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Customer Service Historical Analytics
    Hi,
     
    Regarding your question about customizing Customer Service Historical Analytics
     
    According to the official Microsoft documentation you can use the extensibility features in Microsoft Power BI to extend the out-of-the-box Dynamics 365 Customer Service Power BI data model and integrate it with other datasets to create new custom metrics. You can bring in your own custom entities from Dataverse or any other source and extend the Power BI data model.
     
    The link to the documentation is as follows
    Model customization of historical and real-time analytics reports in Customer Service | Microsoft Learn
     
     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang

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

Quick Links

Responsible AI policies

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

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the November Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > Microsoft Dynamics 365 | Integration, Dataverse, and general topics

#1
#ManoVerse Profile Picture

#ManoVerse 105

#2
Siv Sagar Profile Picture

Siv Sagar 93 Super User 2025 Season 2

#3
Martin Dráb Profile Picture

Martin Dráb 81 Most Valuable Professional

Last 30 days Overall leaderboard

Featured topics

Identifying an Org as CDS or Dynamics
Get batch job history log from D365 FO to Power Automate
Gross and Net Weight of Shipments feeding back into Sales Order (from External Source)

Product updates

Dynamics 365 release plans