- [Narrator] Out of the box Dynamics 365 customer service
comes with a report built on Power BI,
a business analytic service by Microsoft,
and artificial intelligence insights
that leverage charts and metrics
embedded in the application.
Customer service reps with the proper security roles
will be able to review the reports
by navigating to the insight section
and selecting customer service insights.
Keep in mind that the reports and AI insights
need to be enabled by a system administrator
before it can be utilized.
The report is accessible
through the insight section
that you see over here.
When you click on the customer service historical insights,
it will start to load that Power BI report.
From here, you get a lot of the Power BI functionality.
So you can see I have the ability
to change the duration.
I can do the next, this or the last X amount of days.
I'm going to say 365.
I can filter the data
by the different fields
that we have available.
I can filter it by the different channels.
I can filter it by the different queues,
agents, and even time zones.
You can see the key insights
on the top of the screen.
And that's really part of that artificial intelligence
that I mentioned before.
If I scroll down a little bit further, you can see
some of the charts that are included in this report.
Volume trends, volume by status,
open cases by the different priorities,
the top 10 volume topics,
and so much more.
You'll also notice that we have three different tabs
on the top of the screen.
Those are different reports.
When you click on agent, again,
you're going to be able to filter
by all the different fields.
But the data that we're looking at now
is more related to the individual customer service reps.
And lastly, we can take a look at topics.
Again, we have the ability to filter the data
but these charts are more related to case topics.
Dynamics 365 customer service
comes with detailed analytics
that allow customer service reps
to get a better understanding
of their team's operational metrics.