Configure Customer Service Analytics and Insights in Dynamics 365 Customer Service Hub (Preview)

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With the recent updates, the Analytics and Insights that were earlier only available inside Customer Service Insights and Customer Service Analytics for Dynamics 365 in Power BI are now accessible from within the Customer Service Hub.

Navigate to the Service ManagementAnalytics and Insights – Settings (preview) section inside Customer Service Hub to enable it.

Toggle the Enabled option to enable Analytics reporting.

The reports can be viewed from Reports (preview) – Service Area

To enable Insights, click on Get Started.

It will perform a check for the license before setting things up.

We’d get the below error if the license is missing.

To get the license, log in to the admin portal.

For Purchase Services, select Dynamics 365 Customer Service Insights.

Enable the trial.

Assign the license to the user.

This time the configuration will be successful.

Clicking on View reports will open the reports.

We have the option to share, configure it, and to open it inside the Customer Service Insights app.

  • Both the reports and insights are accessible from Service Area the Customer Service Hub


Get all the details here

Hope it helps..