Set up Customer 360

[This topic is pre-release documentation and is subject to change.]

This section describes how to customize the Dynamics 365 for Customer Insights application to achieve a holistic 360° view of customers specific to a business role.

About the Customer Insights application

After you've got Customer Insights configured with data, you're ready to explore the data by using rich visuals that you can customize and organize to focus on what matters to you.

Create a view to see data presented like this bank branch example.

There are two types of views you can create in Customer Insights.

  • Profile Type view:
  • Profile Instance view:

Creating a custom Customer Insights Profile Type view

Follow these steps to create a Profile Type view.

  1. The Customer Insights application can be accessed through the Azure portal. Sign in to the Azure portal by using your Azure account, and navigate to your Customer Insights service instance.

  2. On your Customer Insights service instance blade, select Link to Customer Insights Application to open it.

  3. In the Customer Insights application, open the leftmost navigation menu by selecting the icon in the upper-left corner.

  4. To create a view for your use, select the + button next to Views, and then select Profile Type.

  5. In the Create A New View dialog box, enter the View Name.

  6. From the Select A Profile Type list, choose the profile that you want to target based on the business requirement.

  7. To visualize the charts when composing the view, it helps to have data from a profile instance. To optionally choose a profile instance to use, choose the Criteria and Condition and enter a Search value, and then select Search.

NOTE

TRY IT!

We'll use the Customer Service sample data that comes with Dynamics 365 (online) to create some simple widgets. These won't be flashy but will give you some understanding of what you can do with Customer Insights when you use your own data connections.

First, export the Case sample data from Dynamics 365 to Excel so you can see the values you'll be working with.

  1. Open your Dynamics 365 and go to to Service > Cases.
  2. Change the list to display all cases.
  3. In the top menu bar, select the down arrow next to Export to Excel, and then select Static Worksheet.
  4. Open the Excel spreadsheet you exported, and enable editing.
  5. Unhide the hidden columns. See Hide or show rows or columns.
  6. Note the fields in Column A. These are the fields that uniquely identify the Case data. You will use these values to search for records in Customer 360.

Create your first view and add a widget.

  1. Open the Customer Insights application in Azure.
  2. Create a Profile Type view by using the steps at the beginning of this section.
  3. Select the + button in the upper-right corner, select List, and then select Next.
  4. Choose the following settings, and then select Save.
List Item Value
Sources Profile
Column 1 Source Case Title
Column 2 Source Case Number
Column 3 Source Created On
Column 4 Source Service Level
Column 5 Source Customer Contacted
Column 6 Source primarycontactidyominame
Column 7 Source crmrecordid

The Profile Type view

Note the following about this view:

  • The Profile Type view is available to all users to view.
  • The values you entered for the Column source usually don't match the values you see in the table column headings.
  • The table shows all active cases.
  • You can't do an interactive search for data by using the Profile Type view.
  • You can use this view to do a quick review to find cases where customers haven't been contacted, as displayed in the customercontacted column.

 

Creating a custom Customer Insights Profile Instance view

Create a Profile Instance view to enable searching for particular records.

  1. Sign in to the Azure portal by using your Azure account, and navigate to your Customer Insights service instance.

  2. On your Customer Insights service instance blade, select Link to Customer Insights Application to open it.

  3. In the Customer Insights application, open the leftmost navigation menu by selecting the icon in the upper-left corner.

  4. To create a view for your use, select the + button next to Views, and then select Profile Instance.

  5. In the Create A New View dialog box, enter the View Name.

  6. From the Select A Profile Type list, choose the profile that you want to target based on the business requirement.

  7. To visualize the charts when composing the view, it helps to have data from a profile instance. To optionally choose a profile instance to use, choose the Criteria and Condition and enter a Search value, and then select Search.

NOTE

TRY IT!

We'll use the Customer Service sample data that comes with Dynamics 365 (online) to create some simple widgets. These won't be flashy but will give you some understanding of what you can do with Customer Insights when you use your own data connections.

First, export the Case sample data from Dynamics 365 to Excel so you can see the values you'll be working with.

  1. Open your Dynamics 365 and go to to Service > Cases.
  2. Change the list to display all cases.
  3. In the top menu bar, select the down arrow next to Export to Excel, and then select Static Worksheet.
  4. Open the Excel spreadsheet you exported, and enable editing.
  5. Unhide the hidden columns. See Hide or show rows or columns.
  6. Note the fields in Column A. These are the fields that uniquely identify the Case data. You will use these values to search for records in Customer 360.

Create a Profile Instance view, and add an Interactions widget.

  1. Open the Customer Insights application in Azure.
  2. Create a Profile Instance view by using the steps at the beginning of this section.
  3. Select the + button in the upper-right corner, select Interactions, and then select Next.
  4. For Title, choose Static. Enter a title in the field.
  5. Select the check box for CaseUpsert.
  6. Drag Case Title and Case Number into the box on the right.
  7. Select Save.

Add an Info Card widget

  1. Select the + button in the upper-right corner, select Info Card, and then select Next.
  2. Choose the following settings, and then select Save.


List Item Value
Title Static. Enter a title in the field.
Sub Title Static. Enter a title in the field.
Show Image and Image Keep at default values.
Show Labels Keep as checked.
Field 1 Label Profile metadata - Created On
Field 1 Value Profile - Created On
Field 2 Label Profile metadata - Priority
Field 2 Value Profile - Priority
Field 3 Label Profile metadata - Service Level
Field 3 Value Profile - Service Level
Field 4 Label Profile metadata - Customer account
Field 4 Value Profile - Customer account
Field 5 Label Profile metadata - primarycontactidyominame
Field 5 Value Profile - primarycontactidyominame
Field 6 Label Profile metadata - Resolve By SLA Status
Field 6 Value Profile - Resolve By SLA Status
Field 7 Label Profile metadata - crmrecordid
Field 7 Value Profile - crmrecordid

The Profile Instance view

Note the following about this view:

  • The Profile Instance view is available to the signed-in user to view.
  • Use this view to do a an interactive search. Use the Excel sample spreadsheet you exported previously to give it a try. See the next section.

 

Using the Customer Insights application

With the widgets created, you're ready to get some meaningful data.

  1. Select the Search icon in the upper-right corner.

  2. Fill in the criteria, and then select Search.

Note the change in values in the widgets.

Note

TRY IT!

  1. Open the Excel spreadsheet you created previously by using Case sample data.
  2. Copy a value from Column A. This is a case ID.
  3. Select the Search icon in the upper-right corner.
  4. For Criteria, choose crmrecordid.
  5. For Condition, choose Equals.
  6. For Search, paste the value you copied from Column A in the spreadsheet—for example, d89e62a8-90df-e311-9565-a45d36fc5fe8
  7. Select Search.
The two widgets are updated with the values for the case ID entered.