Information, insights, inspiration — in real timeWith Microsoft Dynamics CRM

HIGH-PERFORMANCE CRM DASHBOARDS

Table of Contents

OverviewDashboards tailored to your role or interests

What’s in a dashboard

5 ready-to-use dashboards in Dynamics CRM

Interactive Service Hub dashboards

Dashboards 101 tips

Creating new dashboards

6 sample new dashboards to emulate, steal

from

How Power BI powers your dashboards

Additional Resources

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Note: This eBook is intended for Microsoft Dynamics CRM end users who would like to learn more about using and configuring dashboards. A sister eBook has been created to instruct system administrators on providing dashboards for their teams.

Dashboards improve decision-makingOVERVIEW

—Keith Rabois,American technology entrepreneur, executive and investor

““The key metric of whether you've succeeded is what fraction of your employees use that dashboard everyday.“

“Dashboards ... elicit crucial value from broader analytics capabilities and technologies, while also making the data more consumable to users — particularly business users.”—Forrester Research Inc.Forrester TechRadar™: Business Intelligence, Q1 2015

A What’s in the sales pipeline B C DWhich campaign developed the most sales leads?

What does the case load look like this week?

What are my highest priorities and when are they due?

Your window into data that mattersOVERVIEW

A dashboard is an information screen with several dynamic modules. Use it to glean important data quickly, in an easy-to-read format, so that you can perform your job better. This eBook includes basics on how to use and customize dashboards, as well as examples of cool dashboards from a variety of industries.

What’s in the sales pipeline?

Applies to: Microsoft Dynamics CRM Online and Microsoft Dynamics CRM 2016 and earlier versions (on-premises)

A B C

D

Open a system dashboardOVERVIEW

Your dashboard queue is easy to find and easy to access, in any version of Microsoft Dynamics CRM.

1 )

Click “New” button at the top of a dashboard page:

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Choose Settings.

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If your screen looks like this (latest version): If your screen looks like this (earlier versions):

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Choose Customizations.

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Click “New” button at the top of a dashboard page:

2 )

Choose Settings.

3 )

Choose Customizations.

Dashboards tailored to your role or interestsOVERVIEW

CRM offers multiple out-of-the-box dashboards per role that you can use or customize, depending on whether you’re in Sales or Service or Marketing, or for whatever your area of interest or focus. Pick from any of these built-in dashboards, and customize, modify, or use these as a model for creating new dashboards.

Note: If you're using Microsoft Social Engagement or Microsoft Dynamics Marketing with Microsoft Dynamics CRM, you have access to additional dashboards.

Sales Customer Service Marketing GeneralSales Activity Dashboard: Shows sales leads and opportunities for salespersons.

Sales Management Dashboard: Shows sales pipeline, opportunities per representative, plus actual revenue per month. Designed for managers.

Service Overview: Shows active and resolved cases per customer service agent, escalated cases and overall customer service analysis.

Customer Service Manager Dashboard: Shows KPIs for team and individuals, plus important data for service managers.

Customer Service Performance Dashboard: Shows key performance indicators for the customer service team, such as case mix and SLA status.

Customer Service Representative Social Dashboard: Shows key performance indicators for a customer service representative.

SLA Dashboard: Shows the KPIs on sales agreements, plus sections for customer interactions and active cases.

Marketing Dashboard: Shows marketing KPIs, campaign costs vs. budget, leads and revenue generated. Designed for marketing managers.

Marketing Social Dashboard: Similar to the Marketing Dashboard, with additional list for team member activities and interactions.

Microsoft Dynamics CRM Overview: Shows an overview of your sales, service case and related data in Microsoft Dynamics CRM.

Social Engagement: Shows sentiment of social media posts about your brand, plus mentions and activity and actual posts on various channels.

What’s in a dashboard: SalesOVERVIEW

Whether you’re in Sales, Marketing or Customer Service, there’s a dashboard for you in Microsoft Dynamics CRM. Dashboards are information-rich portals containing charts, graphs and lists in a customization format. Below is Dynamics CRM’s Sales Activity dashboard, a powerful sales tool that offers a funnel to track opportunities.

A The Sales Pipeline is a funnel report on open/active opportunities in different stages. You can see how they all add up.

B Yammer is an internal social and communications tool that enables people to post and converse

C A graph showing team members' wins and losses in making deals.

D Sales opportunities closed in a fiscal year, grouped by territory.

A B C

D

A Active cases by individual agents on your team

B Cases satisfactorily resolved by your team

C Auto and user-generated posts to track projects and activities

D Active cases per month by your team

What’s in a dashboard: ServiceOVERVIEW

Our Service Overview dashboard features bar charts and a What’s New to keep contacts and accounts top of mind.

A B

D

C

What’s in a dashboard: MarketingOVERVIEW

This dashboard enables users to view the costs, leads and revenue produced by various marketing campaigns.

A B

C D

A This pie chart groups all the campaign fields for a fiscal year by campaign type.

B Here, a user can see the number of leads generated by each campaign in a fiscal year.

C Here, a user can see the number of leads generated by each campaign in a fiscal year.

D This chart sums up actual revenue data from all the closed opportunities for the fiscal year, relating them to the campaign that influenced or started the deal.

What’s in a dashboard: Social EngagementOVERVIEW

With Dynamics CRM, users can monitor social media accounts to track interactions and potential leads. *This dashboard is available to users whose Dynamics CRM license or subscription includes Microsoft Social Engagement.

A What are people on social media saying about your brand? This shows positive sentiment.

B Who is posting when on social media? See the most active periods for posting.

C What channels are your customers using most to engage with your brand?

D What are people saying about your brand? Microsoft Social Engagement enables you to see.

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5 ready-to-use dashboards in Dynamics CRMThe following five dashboards exemplify the built-in dashboards available with your subscription or license to Dynamics CRM. Check them out.

1. Sales Activity DashboardSAMPLE READY-TO-USE DASHBOARDS

With this expandable dashboard, a sales rep can glean sales data and goal measurements to quickly identify areas that may need attention.

2. Sales DashboardSAMPLE READY-TO-USE DASHBOARDS

With this expandable dashboard, a sales rep or manager can get a quick snapshot of sales pipeline data, leads, opportunities, top customers and more.

3. Customer Service Manager DashboardSAMPLE READY-TO-USE DASHBOARDS

Customer Service Managers can use this dashboard to get a quick status report on active and resolved cases, plus queries and other KPIs.

4. Microsoft Dynamics CRM Overview Dashboard

SAMPLE READY-TO-USE DASHBOARDS

An analyst or service rep can use this dashboard for an overview of sales, service case and related data in Microsoft Dynamics CRM.

5. Marketing Social DashboardSAMPLE READY-TO-USE DASHBOARDS

The Marketing Social and Marketing dashboards enable users to track marketing efforts across an organization, as well as an individual’s own lead-gen activities.

Interactive Service Hub dashboards for Dynamics CRMThe new Interactive Service Hub (ISH) for Dynamics CRM 2016 is designed specifically for customer service executives and employees. We are feature two ISH dashboards that provide vital information in one place, so you can focus on things that require your attention.

Introducing the ISH: Tier-1 DashboardINTERACTIVE SERVICE HUB

Service-oriented users have a new dashboard resource in the Interactive Service Hub (ISH) within CRM. Below is a sample dashboard for a first-level service representative.

Introducing the ISH: Tier-2 DashboardINTERACTIVE SERVICE HUB

Below is a sample dashboard for a Tier-2 level service representative, for when cases get escalated. Again, check out the Interactive Service Hub (ISH) within CRM.

Dashboards 101In this section, we provide basic info and tips on how to optimize your dashboard experience in Dynamics CRM.

Set a dashboard as your default pageDASHBOARDS 101

Your default dashboard will be the one you see every time you sign in to Dynamics CRM. Setting it is simple.

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Pick the dashboard you want.

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You will see this key at the top of the dashboard page:

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Click “Set As Default” to set or reset your default dashboard page.

Make a dashboard available on mobile DASHBOARDS 101

Just remember to check the “Enable for mobile” box in your Dashboard Properties window.

1 )

At any time, click “Save As” button at the top of the dashboard page:

2 )

The “Dashboard Properties” window will then display. Check “Enable for mobile” box on it, then “Save.”

How tooltips make charts more data-friendly DASHBOARDS 101

Tooltips display data points within a chart or list when you place your cursor on a funnel part, bar of a chart, or list item. They help make data more consumable.

A The tooltip displaying here shows data in the “Develop” (orange) stage of the Opportunity Pipeline funnel.

B This tooltip shows the number of records behind the Trade Show event campaign.

AB

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Enlarge your charts to increase visibilityDASHBOARDS 101

Place your cursor in a chart and three small tabs appear at top right. The third tab enables you to enlarge your charts to a full screen, as depicted here.

You can routinely make a chart fill your screen to devour numbers faster, then click the “X” at top right to resume your normal dashboard view.

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Make sense of the underlying dataDASHBOARDS 101

Within each dashboard chart is a gold mine of data. In the Sales Activity sales funnel, for example, we can click on the Qualify stage (bottom yellow) and view multiple fields to determine what makes up the $29 million+ for the stage. We can see what sales people have generated these revenues, potential customers involved, etc.

Click on a chart section and you’ll see a tab appear. Use the drop-down on the tab to choose a field that resembles the data you seek. Then, click the arrow below right (and a chart form, if you wish) to view the underlying data.

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Filter and drill into more dataDASHBOARDS 101

Now that we know there is underlying data, let’s look at it another way. Right next to where you can enlarge a chart is tab that enables you to “View the records that are used to generate the chart.” Click this tab and a new window appears with the underlying data that factor into the original chart.

Point your cursor to the corner of any content module and three tabs will show. Click the middle tab to filter into more data. In this example, we click the “Campaign Type Mix” chart, and get a listing of campaigns that factor into that chart. You can drill down on any chart or list, and save the data in Excel or import to a different file in CRM.

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Refresh data in a chart or listDASHBOARDS 101

Each chart includes three tabs at top right, and the first tab enables one to refresh the chart to the latest data available. In a list, you can refresh records or data by clicking a similar, circular tab in the upper right corner. It’s simple. Below are two separate dashboards, with the cursor showing where to click.

Add new data right from your dashboard DASHBOARDS 101

The Plus sign in the upper right corner of a list enables you to enter and personalize your own open leads, open opportunities, events, activities and campaigns. Take advantage of the fields available to create meaningful, usable lists that will help you prioritize work and perform better.

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The Sales Activity dashboard includes “My Open Leads” and “My Open Opportunities” lists. Clicking the Plus sign allows you to populate these lists with your important leads and opportunities. Use these fields to create impactful lists.

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Search for records in a listDASHBOARDS 101

Your dashboard lists feature a Search box at top that enables you to look for records within CRM on a particular topic. By using an asterisk (*), you can locate records where you only know the first word or two of the subject line involved.

A

A

A In doing a search of the Microsoft Dynamics CRM Overview dashboard, we look for records with the subject line beginning of Like*. Below are our search results: two items beginning with “Likes.” Use the asterisk (*) as much as you need to get complete search results.

Note that the subjects themselves are links to tasks, campaigns, phone calls and other records for deeper record searches.

Sort and change the view of records in a listDASHBOARDS 101

You can sort and change the view of your list records to make them more manageable. Sort any tab on a list by clicking the arrow next to the tab name, and sorting will immediately follow. To change the view, click the dropdown menu above a list, select a new list topic and then Create New View.

Here, we changed “My Open Leads” to “Open Leads” for a broader view. We also changed “My Open Opportunities” to “Opportunities in Current Fiscal Year” and saved both new views.

Above, we sorted this list so that items are now listed by Activity Type in alphabetical order.A

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Choose the dashboard to modify and click “Save As” button at the top:

On the Saved page, to remove a chart or list, click on the component you want to remove and then click “Remove” at top:

Remove or change a chart or listDASHBOARDS 101

Choose a new name for the edited dashboard and click “Save” at bottom:

Click in the now empty area and then click “Chart” or “List” at top to add the new component in that spot. Use the dropdown menus to choose the component to add:

You may also have room to add a second component. Follow the same steps as in 4. When you are finished editing the page, click “Save” at the top to save the new page, which you will now find in your Dashboards Menu.

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Creating new dashboards in Dynamics CRMIf your organization is like most, you’re unique – in your culture, workplace, and practices. So you should customize your CRM dashboards to match your uniqueness. One of the beauties of Dynamics CRM is that it’s easy to customize your dashboards (and entire system) to match your industry, business goals, and preferences. Here’s how.

Choose a layout CREATING NEW DASHBOARDS

With Dynamics CRM, you can customize existing ones and you can create all-new dashboards. Here are the first steps to set up a new default dashboard.

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Click “New” button at the top of a dashboard page:

2 )You will then see a “Choose Layout” screen on your page:

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Choose a layout option and click “Create” to open your new (now blank) page:

Add the charts or lists you wantCREATING NEW DASHBOARDS

You have a range of options for data you want to receive and track. Choose your charts and lists through the dropdown menus in the “Add Component” tool.

For a Chart, you’ll see this screen. Set your Record Type, View and Chart in the dropdown field, then click Add:

For a List, you’ll see this screen. Set your Record Type and View in the dropdown field, then click Add:

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For each column and module, click the section you want to populate and then click “Chart” or “List” tab at the top of a dashboard page:

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Change a dashboard layoutCREATING NEW DASHBOARDS

Perhaps you want a different layout than the 2-, 3- or 4-column layout options provided. Here’s how to customize your layout.

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On an existing dashboard page, click the “New” tab at the top:

2 )Choose the layout that you would like to customize:

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After you have named your new dashboard, click inside the column you would like to alter. Then click the “Increase Width” tab at top, if you would like to make it wider:

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Alternatively, if you’d like to increase or decrease the height instead, click the three dots at the top right of the page:

View a new dashboard on your mobile devices CREATING NEW DASHBOARDS

When you create a new dashboard, you must remember to check the “Enable for mobile” box in your Dashboard Properties window.

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At any time, click “Save As” button at the top of your new dashboard page:

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The “Dashboard Properties” window will then display. Check “Enable for mobile” box on it, then “Save.”

Share a new dashboard with teammatesCREATING NEW DASHBOARDS

New User Dashboards appear in your directory under “My Dashboards.” Once you have created and saved a new dashboard, you may want to share it.

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Have you saved your new dashboard? If so, click “Share Dashboard” at top:

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Inside the “Share user dashboard” table that appears, click “Add User/Team” at left:

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The “Look Up Records” field that appears will enable you to select the “Team” or individual “Users” to share your dashboard with. Click “Add” at bottom right for each selection:

6 sample dashboards to emulate, steal ideas fromThe following pages offer sample dashboards from a variety of organizations and industries. Let them inspire you to create your own.

1. Healthcare organization6 SAMPLE USER DASHBOARDS

In this example, a clinic is able to measure the success if its outreach activities.

2. Retail banking institution6 SAMPLE USER DASHBOARDS

Here, a retail bank tracks its branch marketing campaigns by mix, revenue, budget vs. cost, and sales pipeline.

3. Nonprofit organization6 SAMPLE USER DASHBOARDS

See how this nonprofit monitors its program and activity goals and interactions with top donors.

4. Higher Education institution6 SAMPLE USER DASHBOARDS

This university is tracking its success recruiting and admitting new students and getting them to the diploma stage.

5. K-12 teacher6 SAMPLE USER DASHBOARDS

This teacher uses a dashboard to keep track of courses, assignments, student progress and related activities.

6. K-12 principal6 SAMPLE USER DASHBOARDS

This K-12 school principal uses a dashboard to monitor active courses and active students, assigned course tasks, and her own activities.

How Power BI powers your dashboardsThe ability to ask questions of your data and turn spreadsheets into rich visuals make Power BI the best option for optimizing business intelligence in Dynamics CRM dashboards. In the two slides that follow, you will learn how to set up your Power BI dashboards, then see a sample slide.With Power BI, you can quickly spot new trends, monitor performance, and reveal hidden stories, all by having your data in one place. Sign up for Power BI when you sign up for Dynamics CRM.

POWER BI

For more information about the power of Power BI with Dynamics CRM, see this video: https://www.youtube.com/watch?v=PkQe4BFlBS8

a) Click on ‘Get Data’ on the lower left corner of the Power BI interfaceb) Click on ‘Get’ under ‘Services’ (in turn, under Contact Pack Library)c) Click on the app icon for ‘Microsoft Dynamics CRM Online’, and click ‘Connect’d) Enter the Service URL (find that in CRM > Settings > Customizations > Developer

Resources > Organization Services > Endpoint address)e) Click on ‘Next’. Wait a few minutes for data to pull in and load on the dashboard. Refresh

the (browser) interface if necessary

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Launch the Power BI app, sign in as an administrator

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Click on the ‘Sales Manager (Dynamics CRM)’ Dashboard (on left navigation panel)

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If panel is empty, you’d need to pull in data.

Set up your Power BI dashboardHOW POWER BI POWERS YOUR DASHBOARDS

Power BI dashboards are provided by simply connecting to Dynamics CRM. By entering the commands (e.g. “Won revenue”, “revenue by industry”) into the natural language Q&A search, one can obtain specific data presented in charts.

Julian IslaVP SalesContoso

Veronica’s manager, Julian, logs into his Power BI dashboard as well as CRM, and is able to easily analyze his team’s performance as well as identify trends. He notes that Veronica’s sales performance is the best in his team.

NarrativeReview Veronica’s performance KPIs and metrics.

Sales Manager (Dynamics CRM) DashboardHOW POWER BI POWERS YOUR DASHBOARDS

Get the power of Power BI to boost your data quality. In this dashboard, sales managers can closely track leads, opportunities, revenue and conversion rates, with speed, accuracy and precision from Power BI’s OData feed.

Additional resources

Use Immersive Excel to analyze dataADDITIONAL RESOURCES

With Excel Online, you can quickly analyze your list data from within Dynamics CRM Online, eliminating the frustration, time and effort required to switch between applications. View data in familiar Excel spreadsheets, perform what-if analyses, and upload changes in a matter of seconds. Here’s how.

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Click on your list, then click “Export to Excel” at top:

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Click “Open in Excel Online”

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Analyze and update your data, as necessary, in Excel:

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Click “Save Changes to CRM” and then “Return to CRM List

How to use Delve for tips and trendsADDITIONAL RESOURCES

With Delve, an app within Office 365, you can see what dashboards and documents your colleagues and peers are using. Add the Delve app to learn what’s trending and what information might be giving your competitors an edge.

Learn more about Delve at https://support.office.com/en-us/article/What-is-Office-Delve-1315665a-c6af-4409-a28d-49f8916878ca

More resources

Microsoft Dynamics CRM website:https://www.microsoft.com/en-us/dynamics/crm.aspx

Microsoft Dynamics CRM trial:https://www.microsoft.com/en-us/dynamics/crm-free-trial-overview.aspx

What is Office Delve:https://support.office.com/en-us/article/What-is-Office-Delve-1315665a-c6af-4409-a28d-49f8916878ca

This document is provided “as-is”. Information and views expressed in this document, including URL and other Internet Web site references, may change without notice. Some examples depicted herein are provided for illustration only and are fictitious. No real association or connection is intended or should be inferred. This document does not provide you with any legal rights to any intellectual property in any Microsoft product. You may copy and use this document for your internal, reference purposes.© 2016 Microsoft Corporation. All rights reserved.Microsoft, Excel, Internet Explorer, Microsoft Dynamics, Outlook and Windows are trademarks of the Microsoft group of companies. All other trademarks are property of their respective owners.