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Organisational Sights in Dynamics

   Words by Paul McQuillan

   on 11/04/2018 16:00:00

Dynamics 365 is a great platform for data management and compliance as the system comes with a full Audit Trail of recorded changes to a record – this is crucial for compliant environments to see who has changed a record, or whether a particular update has come from an automated Workflow, Portal or other System Logic.

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Figure 1 - The Audit History within a Record is useful, but not a good overview of system usage

However, this is a detailed view for a particular record, and it is a common request to have a more helicopter view of who is using the system, and how the system is being used.

To improve this Dynamics 365 offers an App for Organisation Insights which adds a set of Dashboard Reports to CRM that give us this higher-level view.

When installed, this App then adds a new area into Settings:

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Which opens the App where we can gauge the total level of system use:

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Figure 2 - The Initial View of the Organisation Insights App

This Home Page is great in giving us a quick and simple view of how much and when CRM is being used.

The ‘Reads’ can be overpowering as generally CRM will have a lot more read/view requests – whereas the true measure of activity is how much Users are engaging with CRM for ‘Creates’, ‘Updates’ and ‘Deletes’.

So we can click on ‘Reads’ to hide this Metric from the Chart and just compare the more engagement operations:

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Figure 3 - We can click to Hide Reads to get a better barometer of User Activity

The App then contains many Dashboards that produce different sorts of useful data on how Dynamics is being used.

One particularly useful Area is available by clicking on the Bar Chart Icon, as this then gives 3 useful reports on Active Users, Modes of Access and Content Usage.

Active Users gives us an overview of which Users are most using CRM by View, Create, Edit and Delete Operations – which can be useful for gauging who is using CRM and who is not.

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Figure 4 - The Active Users Dashboard within the App

Mode of Access gives us a Report to see who is accessing CRM via Laptop, Tablet or Mobile.  This can help us understand how our Users are accessing CRM and tailor the system accordingly:

Content Usage is particularly useful to System Developers and Admins such as ourselves as this shows which Entities in Dynamics are commonly in use – so we can gauge whether one Screen or Entity is heavily in use, or conversely never used at all.  This can help us understand what areas of CRM our User Community is really interested in.

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Figure 5 - The Content Usage Dashboard within the App

This can be used to produce a Table of the most commonly used Screens or Entities in CRM:

Category

Creates

Reads

Updates

Deletes

Customer

4

46

9

Quote

53

9

Contact

10

21

4

Custom Control Default Config

29

User

38

View

71

This App, Organisation Insights, is obviously of limited use whilst in the Testing and Review Phase of a Project – but can become increasingly useful Post Go Live for assessing User Adoption and monitoring Performance.

Particularly when combined with ongoing Business Support and Development to refine the solution – or when we might look at performance best practise for Workflow, Bulk Deletion Jobs and (if on-premise) SQL Indexes to improve CRM response time.

The App is developed by Microsoft and supplied as a free feature that can be added to Dynamics by Partners, Citizen Developers or CRM Administrators.

Further Reading

Organisation Insights in AppSource

https://appsource.microsoft.com/en-us/product/dynamics-365/mscrm.04931187-431c-415d-8777-f7f482ba8095?tab=Overview

Installing and Using Organisational Insights

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/use-organization-insights-solution-view-instance-metrics 

Good Quick Reading Article on the different areas within Organisational Insights

https://community.dynamics.com/enterprise/b/365withoutcode/archive/2017/04/03/monitoring-dynamics-365-using-organizational-insights 

Taking this further – setting KPIs for User Adoption

https://crmtipoftheday.com/1080/setting-kpis-for-user-adoption/

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