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Dynamics 365 Community / Forums / Microsoft Dynamics 365 | Integration, Dataverse... / Customer Service Histo...
Microsoft Dynamics 365 | Integration, Dataverse...
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Customer Service Historical Analytics

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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?
 
  • RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    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

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