How to Create Interactive Dashboards for Service Teams using Dynamics 365 Customer Service
You can make your service team work better with interactive dashboards in Dynamics 365 Customer Service. Teams say they solve problems faster. They also fix more issues on the first call. Customers do not have to wait as long. For example, Lenovo cut handling time by 20%. Microsoft fixed more problems on the first call, going up by 31%. Dashboards refresh every 30 seconds. This gives you real-time data to check how agents are doing and how customers feel.
Key Takeaways
Interactive dashboards show live data. This helps service teams fix problems faster. It also helps make customers happier.
You need the right licenses for Dynamics 365 Customer Service and Power BI. These let you make and share interactive dashboards.
Pick the dashboard type that fits your team’s needs. Then add streams, tiles, charts, and filters. These show important data in a clear way.
Change dashboards often and share them with your team. This keeps everyone updated and helps them work well together.
Use clear labels and simple layouts. Test dashboards with real data. This makes sure they help your team work better every day.
Interactive Dashboards Overview
What They Are
Interactive dashboards in Dynamics 365 Customer Service help you see and manage service data easily. These dashboards show live information with streams, tiles, and charts. You can look at many data streams at the same time. Each stream lists records, like open cases or active chats, using card forms. This helps you notice patterns and act fast.
Here is a table that shows how interactive dashboards and standard dashboards are different:
You can filter data by clicking on charts in interactive dashboards. This makes it easy to find what you need.
Benefits for Service Teams
Interactive dashboards help your service team do their jobs better and faster. You get live numbers and KPIs that show how your team is doing right now. Supervisors can watch conversations on different channels and see which agents need help. You can also keep track of cases and find problems before they get bigger.
Some main benefits are:
You can see chats from Microsoft Teams inside customer records. This helps you understand each case better.
Agents can join chats even if they were not there at first. This makes teamwork and sharing knowledge easier.
Dashboards stay the same when you switch tabs, so you do not lose your spot.
Managers can change dashboards for different jobs, so everyone sees the right data.
Many companies have gotten better results with interactive dashboards. For example, MacDonald-Miller Facility Solutions used dashboards to connect IoT data with their dispatch system. This helped them fix problems before they got worse. TGI FRIDAY’S saved about one-third of staff time by making data easier to use and share. Providence St. Joseph Health used dashboards to show patient info during calls, which helped them care for patients better.
Tip: Use interactive dashboards to find patterns, check agent work, and make customers happier in Dynamics 365 Customer Service.
Set Up in Dynamics 365 Customer Service
Access Requirements
You need the right access before you make interactive dashboards. You must have a valid license for Dynamics 365 Customer Service. There are three editions: Professional, Enterprise, and Premium. Each edition lets you manage cases, use AI, and work with contact center tools. But these licenses do not let you make or change dashboards by themselves.
You also need a Power BI license to use interactive dashboards. Power BI is used to build and share dashboards in Dynamics 365 Customer Service. There are three types of Power BI licenses: Free, Pro, and Premium. If you want to share dashboards or work with others, you need Power BI Pro. For big teams or special features like AI insights, Power BI Premium is best.
Tip: Make sure you have both a Dynamics 365 Customer Service license and a Power BI Pro or Premium license before you start. This will help you avoid problems with access later.
Navigation Steps
After you get the right licenses, you can set up your dashboard. Here are the steps to follow:
Sign in to your Dynamics 365 Customer Service account.
Go to the main menu and pick Settings.
Choose Customizations from the menu.
Click Customize the System.
On the left, find and click Dashboards.
You will now see a list of dashboards. You can make a new dashboard or change one that is already there. The system lets you pick layouts and add what you need.
Note: Only users with the right security roles can make or change dashboards. If you do not see these options, ask your admin to check your permissions.
Create a Dashboard
Choose Dashboard Type
You start by picking the right dashboard type for your service team. In Dynamics 365 Customer Service, you can choose between single-stream and multi-stream dashboards. Each type fits different needs.
Set clear goals. You might want to improve customer satisfaction or make your team faster.
Plan your dashboard so it helps your team without causing problems.
Prepare your team for the new dashboard. Show them how it will help their work.
Multi-stream dashboards let you see many data sources at once. You can watch cases, activities, and queues together. Single-stream dashboards focus on one main data set. This works well if your team tracks one type of record.
When you pick a dashboard type, think about these points:
Make sure the dashboard shows the most important data for your team.
Use charts and graphs to make data easy to understand.
Add widgets like Power BI reports or live data feeds for more features.
Keep the dashboard fast by showing only the most important information.
Arrange the layout so your team can find what they need quickly.
The Customer Service Hub in Dynamics 365 Customer Service gives you an interactive dashboard. You can click on data, see timelines, and follow activities in order. This helps your team get better insights and work smarter.
Tip: Choose a dashboard type that matches your team's daily work and goals. This makes the dashboard more useful.
Add Components
After you pick your dashboard type, you add components. These parts help your team see and use data in real time.
Streams: Show lists of records, like open cases or active chats. You can set up streams for different entities or queues.
Tiles: Give quick counts of records. You can click a tile to see more details.
Charts: Show data as graphs or pie charts. You can click on a chart to filter the data in other parts of the dashboard.
Global Filters: Let you filter all dashboard data at once. You can use filters for time frames or other fields.
You can set up a multi-stream dashboard to watch many things at once. For example, you might track open cases, escalated tickets, and chat sessions. Visual filters let you click on a chart and see only the data you want. Tile views give a simple look at streams, and you can switch between stream and tile views.
To make your dashboard work best:
Pick the right entities and views for each stream.
Set time frames to focus on recent or urgent data.
Use filters to help your team find what matters most.
These features help your team see everything in one place. You can drill down, filter, and analyze data quickly. This makes it easier to spot trends and solve problems fast.
Note: You can change the layout and add or remove components anytime. This keeps your dashboard up to date with your team's needs.
Save and Share
Once you finish building your dashboard, you need to save and share it with your team.
Save your dashboard in the system. Give it a clear name so everyone knows its purpose.
If you made a personal dashboard, you can share it. Select the dashboard, choose "Share Dashboard," and pick users or teams. Set permissions like Read or Write.
For system dashboards, admins can publish them and assign security roles. This controls who can see and use the dashboard.
You can assign dashboards to teams by changing the owner to a team. All team members with the right permissions will see the dashboard.
Add dashboards to apps using the App Designer. This lets users see dashboards inside the app if they have the right roles.
If you use Power BI, you can embed dashboards in Dynamics 365 Customer Service. Share them by inviting users or giving access in Power BI.
Keep these tips in mind:
Assign dashboards based on user roles. This keeps data safe and relevant.
Use simple names and layouts. Avoid clutter.
Write down who owns each dashboard and why.
Check sharing settings often to keep data secure.
Tip: Always make sure users have access to the data shown in the dashboard. This avoids errors and keeps your team working smoothly.
Dashboard Features
Customization Options
You can shape interactive dashboards in many ways to fit your service team's needs. Start by choosing between single-stream and multi-stream dashboards. Single-stream dashboards focus on one type of data, while multi-stream dashboards let you track several data streams at once.
Here are the main customization steps:
Pick a dashboard layout that matches your workflow.
Select which streams (like open cases or active chats) you want to display.
Add charts and tiles to show important numbers and trends.
Set up visual filters and global filters to help your team explore data quickly.
Adjust time frames to focus on recent or urgent cases.
You can switch between stream and tile views for a better look at your data. Use the Advanced Settings in the Customer Service Hub to change layouts, add new streams, or update filters. Dashboards work the same way on both desktop and mobile devices, so your team stays connected anywhere.
Tip: Visual and global filters let you dig deeper into your data. When you select a value in a chart, all other visuals update right away. This helps you spot trends and make decisions faster.
Power BI Integration
You can make your dashboards even more powerful by adding Power BI. This tool lets you connect data from Dynamics 365 Customer Service and other sources. You need a Power BI Pro or Premium account and the right permissions to get started.
Follow these steps to integrate Power BI:
Make sure you have the right licenses and permissions.
Enable Power BI in your Dynamics 365 settings.
Connect your data sources, including Dynamics 365 and any others you need.
Build your reports and dashboards in Power BI, then share them with your team.
Power BI integration brings many benefits:
With Power BI, you can answer not just "what happened," but also "why did it happen?" This helps your team understand customer needs and improve service.
Best Practices and Limitations
Design Tips
You can make dashboards work better by using some easy tips. First, set clear goals for your team. Decide what you want to track, like customer happiness or how fast cases get solved. Pick the right dashboard type. Use a multi-stream dashboard if you need to see lots of data at once. Use a single-stream dashboard if you want to focus on one thing.
Here are some best ways to design your dashboard:
Make goals that fit your team's needs.
Pick important numbers like CSAT, NPS, or how fast cases get fixed.
Use colors for things like priority or escalation. This helps agents find urgent cases fast.
Add filters so users can look at data in different ways.
Give security roles to control who can see or change dashboards.
Choose a layout that is simple and easy to read.
Only add charts and tiles you really need. Too many can make it messy.
Test your dashboard with real data to make sure it works well.
Tip: Always use clear labels on charts and tiles. This helps everyone know what the data means right away.
Overcoming Challenges
You might have some problems when making dashboards. Sometimes, dashboards only show one kind of record at a time. This makes it hard to compare different types of data. Also, data might not refresh as fast as in other tools. This can make it tough to see real-time updates.
Try these ideas to fix these problems:
Ask your team and leaders what they need before you start.
Teach your team how to use all the dashboard features.
Keep your dashboard simple and focus on the most important data.
Update your dashboards often so they stay useful.
Note: Ask users for feedback often. This helps you find problems and make your dashboards better over time.
You can make strong dashboards in Dynamics 365 Customer Service by following easy steps. First, set goals for your team. Next, choose the best data to use. Design layouts that show important numbers clearly. Real-time visuals help your team act fast. These visuals also help everyone stay focused. Try using Teams chat and Power BI for more insights. Keep making your dashboards better by testing them. Ask your team for feedback and check how they perform. This way, your team works smarter and sees results fast.
FAQ
How do you update data on your interactive dashboard?
Your dashboard updates automatically every 30 seconds. You do not need to refresh the page. If you want to see the latest data right away, click the refresh button at the top of your dashboard.
Can you share dashboards with your whole team?
Yes, you can share dashboards with your team. Use the "Share Dashboard" option. Pick the users or teams you want. Set their permissions. Everyone you choose will see the same dashboard.
What should you do if you cannot see the dashboard?
Check your security role first. You may not have permission to view the dashboard. Ask your admin to give you access. Make sure you have the right license for Dynamics 365 Customer Service.
Can you add Power BI reports to your dashboard?
Yes! You can add Power BI reports to your dashboard. First, enable Power BI in your settings. Then, embed your Power BI report. This lets you see more data and better visuals.
How do you filter data on your dashboard?
Click on charts or use global filters. These tools help you see only the data you want. For example, you can filter by date, case type, or agent. This makes it easy to find important information fast.