The new Power BI template apps enable Power BI partners to build Power BI apps with little or no coding, and deploy them to any Power BI customer. This article is an overview of the Power BI template app program. Template apps are a replacement for the current service content packs. As a Power BI partner, you create a set of out-of-the-box content for your customers and publish it yourself. You build template apps that allow your customers to connect and instantiate within their own accounts. As domain experts, they can unlock the data in a way that’s easy for their business users to consume.
Template apps
Omnichannel insights for Dynamics 365
The Omnichannel Insights for Dynamics 365 supporting Chat, Bot, and SMS channels is now generally available. Omnichannel dashboard helps supervisors with insights on operational metrics across different channels, queues, bots, and agents. It also uses AI to provide in-depth sentiment analysis to help supervisors take actions to improve customer satisfaction.
This template app has two dashboards and six visually rich report pages with filters for supervisors to get a summary on how their organization is engaging and connecting to their customers through Omnichannel for customer service.
Customer Service Analytics for Dynamics 365
The Customer Service Analytics for Dynamics 365 is now available in power BI, which provides information about the historical operational metrics and KPIs to effectively manage contact centres. With this release, you can also download the Power BI reports and customize them to your organizational needs.
Microsoft Forms Pro for Customer Service
Microsoft Forms Pro is an enterprise survey capability that helps businesses obtain the feedback they need to make smarter decisions. It enables you to collect feedback using surveys and connect the survey response data with the business data to obtain meaningful insights.
If you are using Forms Pro to collect customer feedback after a case is resolved in Dynamics 365 Customer Service, you can automate the feedback collection and association of survey response data and case data using Power Automate. The Forms Pro survey response data with be stored in same Dynamics 365 organization along with your business data. The Forms Pro Customer Satisfaction app will enable you to get analytics combining survey data and case data. To connect to the Dynamics 365 Customer Service instance, you will need to provide the URL for your organization and the credentials for authentication.
This app template brings together the survey feedback and Dynamics 365 Customer Service data into a 3-page report to provide great out-of-box experience for customer service managers.
The first page contains overview of the survey response data and provides metrics like NPS, NPS trend, word cloud of the customer verbatim phrases, and number of surveys invites and responses. It also provides NPS distribution with respect to the different case parameters like location, case priority, case origin, case type and product.
The second page provides an agent-centric view of the satisfaction data. This page will help customer service managers to analyse an agent’s performance based on the survey responses. They can view how the customer service agents are performing and what feedback the customers are providing about them.
The third page provides customer-centric view of the satisfaction data, which shows the satisfaction rating trend for the customers and their feedback.
