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MSD CRM Updates

Dynamics CRM Dashboards and Charts

A key benefit of Microsoft Dynamics CRM Dashboards and charts is how easily and efficiently you can display data.

The chart is a visual representation of filtered information or a view.

The dashboard is a collection of charts, providing users with an at-a-glance snapshot of the key performance indicators they want to track. Much like the dashboard in a car, it provides data on what’s going on with various functions at that precise moment.

Properly configured, Dynamics CRM Dashboards and charts can be your organization’s go-to place for business intelligence.

Dynamics CRM Dashboards and the Charts are not limited to data in the CRM proper; rather, CRM can connect to numerous other databases (ERP, accounting system, etc.) to bring in data from these diverse sources, to create the truly complete view of all the key metrics.

Below is the image of a Sales Activity Dashboard in Microsoft Dynamics CRM. Dashboards are by no means limited to sales activities: users can track any information that is important to their organization. This particular dashboard is comprised of five charts.

Notice the variety of methods information can be displayed, including a funnel, pie graph, bar graph, and stack bar graph. Each chart can be customized to show information in the way individual users prefer.

Dynamics CRM Dashboards

CRM Typical Sales Activity

Microsoft Dynamics CRM Dashboards and Charts gives users powerful “drill down” capabilities.

In the example below, one click on the Sales Pipeline funnel chart opens a window which displays all the information that it’s comprised of. Users are free to keep the drilling down to more and more granular levels:

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Now, click one more, this time on the purple Develop section of the funnel, reveals all the Sales Opportunities currently in the Develop stage:

Develop section of funnel

Develop section of funnel

From here, if a user wants to review the individual Opportunities which comprise the Develop stage, they can click on any of the blue links to open the Opportunity:

Product Review

Product Review

Now the actual Opportunity record opens:

Opportunity record

Opportunity record

With just a few clicks, users can easily navigate from very high-level dashboard sees to a very detailed look into the information.

Users can choose a range of standard Dynamics CRM Dashboards:

  • Customer Service Operations
  • Customer Service Performance
  • Customer Service Representative
  • Marketing
  • Marketing Social
  • Sales Activity
  • Sales Performance
  • Microsoft Dynamics CRM Overview
  • Opportunities Advanced Heatmap

Custom dashboards can be created by the user so they can see the data that is relevant to their day to day needs.

One of the features of these dashboards is the ability to drill down into the data to look at the data in more detail.

The idea between dashboards is to give a snapshot of what is happening, if there is something that needs attention, users should be able to get directly to that information and start making business decisions.

Dynamics CRM allows the user to click and drill down on any field within the record and show this information in a different format. The picture below will explain better:

The first image displays the sales pipeline funnel found on the main dashboard.  By choosing the pipeline phase Closing the user can drill down and look at all the “Potential Customers” that are in it.

I have decided to represent this data in a column chart and the results can be viewed on the right. This displays the user that within the Closing phase in the sales pipeline there are 2 opportunities, one valued at £10,000 and a second at £26,000.

This allows the user to view that they should be focusing on the Blue Company’s opportunity as it will bring in the larger revenue. There is fast access to the sales opportunity records that are behind this chart and allows quick access to the underlying information.

New dashboards can be created using the Dashboard Ribbon and provide the user the ability to include charts (eg funnels, bar charts, columns, line or pie) lists from CRM (e.g. opportunities, accounts, to do tasks etc), Iframes (this displays the web page and could point towards a search engine or a company website/intranet) or a web resource (this could be an application built using Microsoft Silverlight).

Each item can be placed wherever or anywhere the user wants and extended to fit the whole area the dashboards are very flexible and I would recommend users create one and use the Dashboard Ribbon to view how easy it is to get the data they want in an easy to view layout.

Charts can be used throughout the Dynamics CRM; an example of this is viewing the opportunities as shown below:

The user can view all the opportunities; on the right, they can choose a number of available charts. The chart above shows all opportunities split by rep and by the % probability of it closing – these are measured by the Estimated Revenue. The default displays the top customers and the estimated revenue from these customers.

Some of the default charts available are

  • Actual Revenue by fiscal period
  • Actual Revenue by month
  • Deals won vs Deals lost
  • Deals won vs Deals lost by fiscal period
  • Deals won vs Deals lost by the owner
  • Estimated vs Actual Revenue (by fiscal)
  • Estimated vs Actual Revenue (by month)
  • Opportunity by campaigns
  • Revenue generated by the campaign
  • Sales leaderboard
  • Sales pipeline
  • Sales progress by territory
  • Top Opportunities

As you can view there are a large number of charts out of the box with the Dynamics CRM and new ones can be created.

Possible Scenario:

The salesperson is coming up to the end of a month; they are behind on their revenue target and wish to close the opportunities with the highest value to make the target.

They open all their opportunities like shown in the below image. They can view they have 9 opportunities but want to target one with the high revenue potential.

They can see by the chart that the Variety Store (bottom bar in a bar chart) has an estimated revenue of £180,000 compared with the other customers who have considerably smaller estimated revenues.

The user chooses this customer on the chart and filters the £180,000 by Probability. Dynamics CRM then changes the view to represent the new information as shown below image:

The user can easily view that there are 2 opportunities, one at £150,000 and other at £10,000.  They can also see that the probability of closing the larger opportunity is much greater i.e. 75% rather than 10%.  The user can now go directly into the sales opportunity and close the business; hopefully bringing in £150,000 revenue and meeting his target.

Conclusion

In this Article, we dealt with two important Dynamics CRM Dashboards and Charts and its working example of how these Dynamics CRM Dashboards and Charts can be used from an external application to perform various operations.

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