Customer Engagement & Dynamics CRM Forum

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PowerBI & CRM

  • 1.  PowerBI & CRM

    GOLD CONTRIBUTOR
    Posted 18 days ago
    For those of you that have connected your Dynamics instance to PowerBI / Data Warehouse - what kind of data questions are you trying to answer? We've figured out how to connect to it to pull in data but now we're not entirely certain what to try and ask. :P  What kinds of things are you visualizing with that data?  Has anyone figured out how to get usage metrics out of it? :)

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    Gretchen Garcia
    IT Technician
    Denver Public Library
    Denver CO
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  • 2.  RE: PowerBI & CRM

    GOLD CONTRIBUTOR
    Posted 18 days ago
    We are working on a connection for two purposes:

    1. Connect CRM to our delivery system so we can see for each sale the progress on how much value we have delivered to the client (we sell marketing options to universities, so the goal is to see how many clicks or leads a client has received per sale).
    2. See historic development: the goal is to have a snapshot of our sales and forecast for each week and see how overall pipeline developed over time.

    Both of these are still in development as they are a little more complex than just connecting CRM to PowerBI.

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    Sissy Bottcher
    Business Process Innovation Specialist
    Dynamics 365 for Sales Enterprise (Online v.9)
    San Diego CA
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  • 3.  RE: PowerBI & CRM

    Posted 17 days ago
    We are showing sales information (pipeline, close ratios, wins, revenue, activities).  We use ClickDimensions for marketing, and have built a dashboard that shows managers their teams usage of our email templates; which templates are being used, by whom, and how often.  We also found that you can access audit data (if you have it enabled), which allows us to track some usage as well.  [Create, Update, Delete]  We also used PowerBI to analyze and present the results of VOC surveys we did with our user base.  The VOC data model is very similar to the new FormsPro data model, so as we start using that for surveys we can also present that information in PowerBi.

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    Sandra Devin
    CRM Analyst
    National CineMedia
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  • 4.  RE: PowerBI & CRM

    GOLD CONTRIBUTOR
    Posted 17 days ago
    @Sandra Devin We have a huge interest in getting at record audit data. I've always read that was a dead-end so I haven't really tried. What type of updates are you analyzing in PowerBI from audit data?​

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    Rosemarie Cordell
    Business Analyst
    NEWBERG OR
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  • 5.  RE: PowerBI & CRM

    Posted 17 days ago
    @Rosemarie Cordell  ​We pull from the audit table in dynamics, and count the action, over a specific time period.  I had read that we could identify logins, or user access, via web or web services, but we could not make that work.  One of our goals was to differentiate web vs phone login, and ideally the app being used; that does not appear to be available either. However we can get a sense of who is using the system (and who is not) with this method.We can capture create, updates, deletes and some other actions. This will not capture users that use CRM only to lookup information.  It does give us a sense of our active user base though.

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    Sandra Devin
    CRM Analyst
    National CineMedia
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  • 6.  RE: PowerBI & CRM

    GOLD CONTRIBUTOR
    Posted 17 days ago
    Thank you Sandra! The audit info is incredibly helpful. We'll def be digging into that. Bummer that we can't capture lookup info. One of our solutions, that's really all the access that most of the staff have but if we can figure out logins, that would be good enough there I think.

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    Gretchen Garcia
    IT Technician
    Denver Public Library
    Denver CO
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  • 7.  RE: PowerBI & CRM

    GOLD CONTRIBUTOR
    Posted 17 days ago
    @Sandra Devin: How does this data differ from the Organization Insights? Did you have a particular reason to build your own dashboard, rather than using Org Insights?​

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    Sissy Bottcher
    Business Process Innovation Specialist
    Dynamics 365 for Sales Enterprise (Online v.9)
    San Diego CA
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  • 8.  RE: PowerBI & CRM

    Posted 17 days ago
    Organization insights will give us general use; ie # active users, top 10, etc., but not specifically identify the users. We also add our licensed users to the PowerBI, and department, so we can identify which users are or are not using (or needing) CRM to support their work items.​ We also have two production CRM orgs, with some users accessing both. With our PowerBI report we can identify our total active user base, across both orgs. How are you using the data in Org Insights?

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    Sandra Devin
    CRM Analyst
    National CineMedia
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  • 9.  RE: PowerBI & CRM

    GOLD CONTRIBUTOR
    Posted 17 days ago
    Ok, that makes a lot of sense. I think we are not monitoring in such detail. I check the general usage to see if anything is out of line or looks suspicious but other than that we are not closely monitoring usage. We also only have one production environment. Most important item for me in the Organization Insights has always been the storage report.

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    Sissy Bottcher
    Business Process Innovation Specialist
    Dynamics 365 for Sales Enterprise (Online v.9)
    San Diego CA
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  • 10.  RE: PowerBI & CRM

    TOP CONTRIBUTOR
    Posted 16 days ago
    Most of our users are in a call center and their goal is to book appointments for leads that come from webforms or phone calls. So we are tracking the leads and how they come in, which campaign they're in.  We track the appointments created, and the results of those appts.  We track the product purchased if the appt is sold, and the revenue.  We built custom survey reports to view our survey results (we use PowerSurvey Plus by Power Objects).  We built dashboards for the call center management so they can use it as a scorecard. We display top performing contracts on a dashboard for the call center on the big screen in the room so they can see what's working well and what's not.  The possibilities are endless, just start with what your company's goals are, and then go downhill from there to the user's goals and have it all roll up.

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    Tim Dailey
    Sr Marketing CRM Administrator
    Starkey Hearing Technologies
    The CRM Dude (freelance consultant)
    Eden Prairie MN
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