Today's post was written by Nick Costanzo, Principal Consultant at Sonoma Partners.
By now, most organizations using Dynamics CRM for service management have become familiar with the Interactive Service Hub which includes built in dashboards for Tier 1 & Tier 2 support, as well as Knowledge Managers.
However, if you’re in a different roll, such as an account manager, there are no pre-built dashboards at your disposal. Fortunately, CRM allows the creation of additional interactive dashboards to meet the needs of all CRM users, and provide them with actionable data. Some common requests we hear include:
- Show me critical cases for my account
- Highlight the last date me or someone from my team contacted my account
- I need to categorize my accounts by priority
Here are a few simple steps to satisfy these requests:
Create a new interactive account dashboard.
Select a multi-stream dashboard with 3 column layout.
For this example, I’ve also added 2 new fields on accounts:a. Open Priority Cases – A rollup field to update the number of open cases with a priority of Critical or High at any given time.
b. Last Contacted Date – A date field updated via workflow or plugin when new activities created for the account.
Next I created 3 new account charts:a. Priority Cases by Account
b. Account Last Contacted Date
c. Accounts by Priority
Finally, added 4 data streams to the dashboard:a. My Active Accounts which will actively filter based on what the I select on the charts above.
b. Open Priority Cases to view and drill into the case details.
c. My Active Contacts to view individuals I can reach out to at these accounts.
d. My Appointments to view which appointments I have scheduled and plan my meetings based on priority.
Now any account manager can log in to view the accounts they own and interact with the data in CRM. For example, I can click on the 1 priority case for A. Datum, see that I’ve just contacted them last week, then decide on the appropriate time to follow up with the customer:
Similarly I can drill into my top accounts and the other charts will filter based on my selection so I can take action on the data presented to me.
A few limitations to note, the dashboards are limited to the standard entities posted here, along with custom entities. Hopefully in the future additional standard entities such as opportunities will be included to further extend this interactive experience. Additionally, these dashboards need to be accessed via the interactive service hub, so it would be nice to see them extended to the core CRM areas in the future. In the meantime, happy interacting with CRM!