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Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only
You can enable and configure the Customer Service Insights features and services and share them with service managers, who can then view and analyze different activities. You can configure the features and services in Copilot Service admin center app, and they can be viewed on both the Customer Service Hub and Copilot Service workspace apps.
Note
Settings for the Power BI template applications are separate from these services.
See the following articles for configuring analytics and insights:
- Configure Customer Service historical analytics
- Configure Omnichannel historical analytics
- Configure AI topic clustering for cases
- Configure Omnichannel real-time analytics
- Configure real-time analytics for record routing
- Configure Knowledge search insights
- Configure intraday insights
Users with the system administrator or supervisor role can access the analytics and dashboards. To grant other users access to analytics and dashboards, go the Power Platform admin center and assign a security role.
If you'd like to create a new role for analytics users, then perform the following steps:
In your Power Platform admin center environment, select Settings in the command bar. The Settings page for the environment appears.
Select Users + permissions > Security roles.
Select New role on the navigation bar. The Create new role dialog opens.
Enter your role name and business unit.
Enter your Member's privilege inheritance, as applicable. Learn more in Define the privileges and properties of a security role.
Select Save.
Select the role that you just created and from the Custom Tables dropdown, move through the list of analytics reports, and then grant Read privileges for the following entities:
Dashboard Report entity Omnichannel historical analytics dashboards msdyn_dataanalyticsreport_oc Omnichannel real-time analytics dashboards msdyn_dataanalyticsreport_oc_rt Real-time analytics for record routing msdyn_dataanalyticsreport_ur_recordrouting_rt Customer Service historical analytics dashboards msdyn_dataanalyticsreport_csrmanager Copilot Analytics msdyn_dataanalyticsreport_copilot Knowledge analytics dashboards msdyn_dataanalyticsreport_ksinsights To grant Read privileges, select Permission Settings for a table.
On the Permission Settings dialog, provide Read access.
Note
For custom roles, select Read privileges for the entities used by historical and real-time analytics, as applicable.
- Select Save.
Note
- To bookmark a report, grant Create, Read, Write, and Delete privileges to the security roles as applicable, for the Report Bookmark custom entity.
- To edit analytics reports, grant the Analytics Report Author role. For information about assigning user roles, go to Assign roles to users.
Create or edit a security role to manage user access
Introduction to Customer Service analytics and insights
View and understand Customer Service analytics and insights in Customer Service Hub
View and understand Customer Service analytics
Manage report bookmarks