Hi all,
I am new to CRM, but less new to report-building and Power BI. Our team uses CRM Online as a Incident Ticketing exclusively (no sales or opportunities). I am tasked with reporting out certain metrics to the team.
Since I am more comfortable in PowerPivot land (for now), I am working in Excel and using Power Query to connect to the CRM Odata feed and pulling in the IncidentSet, EmailSet, and QueueItemSet tables.
I have to say, this has been a really frustrating experience - I find myself spending literally hours expanding tables and records and digging around to find what I think should be surfaced top-level (e.g. Categories and SubCategories, Case Status Reason). And then when I'm done, usually my Power Query is 10-levels deep in steps and it takes for-EVER for the data to refresh.
I am getting desperate for some SME help on how to report this stuff out. I have looked and looked but cannot find a definitive guide to using Power BI to report on Service Cases.
Specifically I am scratching my head trying to figure out:
- Total time from when a case is created to marked as resolved
- Where are my case statuses? (Status Reason in CRM)
- Is there a specifc place I should be looking for case categories? We have a 3-level deep subject tree in CRM and I can only find one Category level in the Odata mess.
Thanks much in advance. I am completely open to a better way of doing this.
Karen