Lab 6.2: Extend with the Dynamics 365 apps

Module 6: Manage external connections with Dynamics 365 Customer Insights - Data

Having successfully ingested Contoso Coffee’s data sources and created a Unified Customer Profile and calculated key measures, you are now able to leverage the insight you have generated to empower different personas within Contoso Cofee.

Empower Customer Service Advisers/Marketing team

As Project Manager for Contoso Retail, you need to empower Contoso Coffee Customer Service/Marketing Advisors to deliver the best possible experience to customers, in order to achieve the best possible customer satisfaction (CSAT) scores.

In this Module you will deliver insights to Contoso’s existing Customer Service/Customer Insights - Journeys application including: Unified Profile, KPIs and Active Segments from Customer Insights.

To do this you will configure the Customer Insights Customer Card Add-In to embed unified and enriched customer data from Customer Insights on the Contact form within Dynamics 365 for Customer Service/Customer Insights - Journeys

Objectives

Configure Customer Insights Customer Card Add-In
Configure Customer Insights card controls in Dynamics 365 Customer Service/Customer Insights - Journeys
Exporting segments and orchestrating customer journey with exported segments in Dynamics 365 Customer Insights - Journeys

Exercise 1 - Ingest the Dynamics Contacts

The Customer Insights Cards embedded within Dynamics 365 utilize the Contact ID from Dynamics to identify which profile data to display. In this task you will consume Contact data from Dynamics 365 into Dynamics 365 Customer Insights and unify it with the existing dataset from earlier modules.

Note: This step is not one you would normally have to take if you were using Dynamics 365 as a data source to begin with. Since we did not start with contacts from Dynamics we will artificially have to ensure that we have similar contacts in Dynamics for the lab to work.

Task 1 - Import Contacts into Dynamics 365

First, we will setup some sample Contacts within Dynamics 365 for you to ingest and match against your existing profiles in Customer Insights.

In a browser, navigate to https://aka.ms/ppac and select Environments. Select the Marketing Trial environment and select Open from the command bar.
Select the ⚙️ Settings icon in the top right-hand corner, then select Advanced Settings.
Select the chevron next to Settings in the menu bar. Then select Data Management under the System heading.
On the Data Management page, select Imports.
In the menu bar, select Import Data to launch the data import wizard.
Select Choose File and choose the ContosoCoffee_D365Contacts.csv file from the Lab Resources folder, then select Next until you get to the Map Record Types screen.
Select Contact from the Record Types drop-down and select Next.
On the Map Fields screen, select Ignore for Full Name then select Next, then Next, then Submit and Finish.
Monitor the progress of your import using the Refresh button on the top right of the grid.
Wait for the import to complete successfully.
Re-open the Customer Insights - Journeys app and navigate to the Outbound Marketing area.

Note: To change area, use the drop-down menu found in the bottom left-hand corner.
From the left navigation menu, select Contacts from the Customers section.
You should now have a record for Abbie Moss.

Task 2 - Ingest the contacts into Customer Insights

Now we will ingest the Dynamics 365 contacts as an additional data source within Customer Insights.

In a new tab, navigate to https://home.ci.ai.dynamics.com.
Select Data > Data sources from the left navigation menu.
Select + Add data source from the command bar.
Choose Microsoft Dataverse and name the Data Source D365.
For Server address, you will need the Environment URL.

To get this, navigate to https://aka.ms/ppac and select Environments. Open the Customer Insights - Journeys Trial environment details. Right-click the Environment URL and select Copy link.
Select Next.
In the list of entities, choose Contact. Then select Save. It may take a few minutes to complete the upload.

This is not a Power Query connector, so there is no option to transform the data. Specific fields cannot be selected, everything will be ingested. Fields can be selected during the Unify phase to ensure the unified profile doesn’t get bloated with too many additional columns.

Task 3 - Unification

Select source fields

Expand Data and select Unify from the left navigation menu and select Edit on the Source fields tile.
Select the Select entities and fields button. Collapse Customers (Loyalty) and Contacts (eCommerce).
Expand the contact (D365) entry. Search for and select the following fields:
- address1_city
- address1_country
- address1_county
- address1_line1
- address1_line2
- address1_postalcode
- address1_stateorprovince
- contactid
- emailaddress1
- firstname
- fullname
- gendercode
- lastname
Select Apply. Select Add.
Select D365 contact from the Entities list. Customer Insights has automatically mapped some of the attributes.
Select contactid as the Primary Key.
Select Next.

Create matching rule

Select Next to skip to the Matching conditions step.
You will see a warning that contact : D365 requires a new rule to match records. Select + Add rule and set it up as follows:
- Entity: Contacts : eCommerce, Field: EMail
- Entity: contact : D365, Field: emailaddress1
- Leave Normalize blank.
- Set the Match precision to: Medium
- Name: Email Match
Select Done.
Click Save and close.
Select Unify from the toolbar and select Unify customer profiles and dependencies.
Wait for the Unify process to complete.

Exercise 2 - Embed Customer Insights into Dynamics 365

So far, we have ingested data from Dynamics 365 into Customer Insights. The customer records in Customer Insights and the contacts in Dynamics 365 are linked using the contact id as Primary Key.

Task 1 - Install the Customer Insights Customer Card Add-in

The first step is to install the Customer Insights Customer Card Add-In. This add-in will enable you to embed Unified Profiles and Insights from Customer Insights directly within an existing Dynamics 365 experience for Contoso Coffee Customer Service Advisors.

Navigate to https://make.powerapps.com and select your Dynamics 365 Customer Insights - Journeys instance from the Environment drop-down.
Select Solutions from the left navigation menu.
Select Open AppSource from the command bar. Remove the Power Platform filter from the search.
Search for Customer Insights in AppSource. Select Customer Insights Customer Card Add-in from the results. Select Get it now. (You may be prompted to sign-in.)
Select Get it now again.
You will be re-directed to the Power Platform admin center to complete the package install. Select the Customer Insights - Journeys Trial environment from the drop-down. Then check the two privacy related boxes and select Install.
This will begin the installation process. You can check the status of the install on the page that opens. Select Refresh to update the page.

Note: If it shows as Update available in the Status column, select Update available then check the box and select the Update button.
Once installation is complete, you can close this browser tab and navigate to the Solutions area on https://make.powerapps.com, where you should see the Dynamics 365 Customer Insights Customer Card Add-In installed.
Select Switch to Classic from the command bar.
Double-click the CustomerInsightsCustomerCard Solution. You should see the Configuration page. If not, select Configuration from the left menu.
Select Login with your org credentials and sign-in with your account used for Customer Insights.

Note: You may need to “allow pop-ups” in the browser.
Once connected, select the YourName CI ILT Lab Customer Insights instance from the drop-down.
From the drop-down for Dynamics contact id, select the attribute from your customer profile that represents the Dynamics 365 Contact Id: System.Customer.D365.contact.contactid.

Note: Step 4 refers to the Dynamics 365 account id field field which we are not using. Leave this as Please select. This will be used in the future for B2B scenarios.
Select Save Configuration.

Task 2 - Add Security Roles

For users to configure the Customer Insights content embedded in the Dynamics 365 model-driven forms, you will need to assign the appropriate Security Role.

Navigate to https://aka.ms/ppac and select Environments from the left navigation menu.
Select the Customer Insights - Journeys Trial environment and go to Settings.
Expand Users + permissions and select Users.
Select your user account (unless you’ve made changes, it will be MOD Administrator), and select Manage roles.
Select the Customer Insights Card Customizer role and select Save.

Task 3 - Add the Customer Insights Customer Card Controls to the Contact Form

We will now configure the Dynamics 365 Model-drive Contact Main form, used by Contoso Coffee Customer Service Advisors (CSAs) to display the embedded Cards and data from Customer Insights.

Navigate to https://make.powerapps.com and select Customer Insights - Journeys Trial from the Environment drop-down.
Select Apps on the left navigation menu.
Select the … More Commands menu on the Customer Insights - Journeys app and select Edit.
Scroll down the Pages pane in the PowerApps App Designer and expand Contact, select Contact forms.
In the Contact forms pane, select the ✏️ Edit button on the Contact Main Form.
In the PowerApps Form Editor, from the command bar; select Save As from the drop-down.
Save a copy of this form, setting the Name and Description to Contact with Customer Insights. Select Save.
Add three new sections by selecting the Components from the left menu, and dragging three 1-column section components on to the form. Name them - CUSTOMER INSIGHTS TIMELINE, KPI and CUSTOMER DETAILS in the Properties pane.
Add a table column to each new section, any table column will do, in this example we’ve added the Address 1: City table column to all three sections. Uncheck Show only unused table columns to see the used ones. Once you’ve added them be sure to check the Hide Label setting in the Properties pane.
Move the CUSTOMER INSIGHTS TIMELINE, KPI and CUSTOMER DETAILS section to the middle column of the form. Remove the pre-existing Timeline section.
Select Save in the top right hand corner and select Publish.
To finish the configuration of the form, the Classic experience is required. Select Save in the top right, then select Switch to classic from the … menu.
Double-click the Address 1: City table column in the CUSTOMER INSIGHTS TIMELINE section and select the Controls tab.
Select Add Control… Scroll down the list and choose Customer Insights Timeline Control and select Add.
Set the control to appear on Web, Phone and Tablet and check Hide Default Control. Select OK.
Repeat these steps for the KPI and CUSTOMER DETAILS sections; adding the Customer Insights Measures Control to the KPI section and the Customer Insights Customer Details Control to the Customer Details section.
Select Save and select Publish. Close the tab.
Back on the model-driven App Designer, select the Contact with Customer Insights form and select Add.

Note: You may need to refresh the page and select Contact forms again before it shows.
Remove the Contact Main Form. Select Publish.

Task 4 - Test the changes in the Model-driven App

In a new tab, navigate to https://make.powerapps.com and select Apps from the left navigation menu.
Open the Customer Insights - Journeys app.
Select Contacts from the left navigation menu, in the Outbound Marketing area.
Open the Contact record for Abbie Moss.
You should now see that the three Customer Insights Cards embedded in the form. KPI and Customer Details controls can be configured further. Edit the cards as follows:
- CUSTOMER INSIGHTS TIMELINE: No configuration required. This should display a unified set of ingested activities from Customer Insights, you can filter the list by Activity Type.
- KPI: Select ✏️ Edit on the KPI controls. Search for and add Total Club Points, Lifetime Spend, and Average Store Purchase. Remove Average activity duration. Select Save.
- CUSTOMER DETAILS: The customer detail control should display some key information from the Unfiied Customer Profile. Optional: You can change the fields if you wish.

Congratulations! You have successfully completed the objectives of this module, providing Contoso Coffee Customer Service Advisors with visibility of all customer touchpoints & KPIs.

Exercise 3 - Extending the Value of Customer Insights with Dynamics 365 Customer Insights - Journeys

One of the integrations Customer Insights has is with Dynamics 365 Customer Insights - Journeys. With Dynamics 365 Customer Insights - Journeys you can setup customer journeys based on lists of customers. There are three steps to the process.

Configure an Export Destination in Customer Insights
Export the segments to Dynamics 365 Customer Insights - Journeys
Create a Customer Journey in Customer Insights - Journeys from the Segment(s)

Task 1 - Configure an Export Destination

Navigate to https://home.ci.ai.dynamics.com, sign in with your administrator account if needed.
Select Data > Exports from the left navigation menu. Select + Add export
On the Set up export pane, select + Add a connection and select Dynamics 365 Marketing (Outbound) from the list.
Enter Dynamics 365 Customer Insights - Journeys for Display name and enter the Customer Insights - Journeys Trial environment URL for Server address and select Sign in.
Select the I agree box and select Save.
Enter Dynamics 365 Customer Insights - Journeys for Display name
Note the field to indicate which Customer Insights field matches your Dynamics Contact ID, this is important as it provides the link between the Customer Insights customer and the Dynamics Contact. Select CustomerId.
Select the SummerPromotion segment.
On the Save drop-down, select Save and run.

Note: The export should complete with warnings. Only customer profiles that are mapped to a contact record in Dynamics 365 Customer Insights - Journeys will be part of the Segment in Dynamics.

Task 2 - Adding a Segment to an Existing Export Destination

If you have already configured an export destination and then create new segments there is an easy way to add those new segments to your existing export. In this task we’ll go in and add the High Value Online Customers segment to the export we just created.

Select Segments from the left navigation menu.
Select the Show more vertical ellipse next to the High Value Online Customers segment. Then select Manage exports. Select the Dynamics 365 Customer Insights - Journeys export and select + Add segment (or select the + icon). Select Run.

The segments are now ready to be consumed in Dynamics 365 Customer Insights - Journeys.

Task 3 - Using the Segment to Orchestrate a Customer Journey

We are now ready to consume the segments which Customer Insights has exported to our Dynamics 365 Customer Insights - Journeys instance. For this example, we are going to create a New journey based on the High Value Online Customers segment. The Customer Journey will send out a Monthly Newsletter to the High Value Online Customers.

Review the Segments

Navigate to https://make.powerapps.com and select Apps from the left navigation menu.
Open the Customer Insights - Journeys app. Change the area to Outbound Marketing.
Select Segments in the left navigation menu, under the Customers section.
Open the HighValueOnlineCustomers segment.
To use a segment in a Customer Journey you must first mark it as ‘Live’. Select Go live from the command bar.
Wait for the Status reason to change to Live.

Select Customer Insights - Journeys emails in the left navigation menu, under the Customer Insights - Journeys execution section.
Select + New from the command bar.
From the Customer Insights - Journeys email templates select the 1 column template.
You are welcome to customize anything in the newsletter you’d like, but for this lab we really don’t need to customize anything.
Select Add a subject and enter Monthly Customer Newsletter
Double-click on the title text next to Draft and enter High Value Monthly Newsletter
Select Save.
Select Go live. Wait for the Status reason to change to Live.

Create the Customer Journey

Select Customer journeys from the left navigation menu.
Select + New from the command bar.
Select the Monthly Newsletter template.
To rename the Journey, select the More Header Editable Fields drop-down menu in the Header. Enter High Value Customers (Monthly Newsletter) for Name.
Select the Set audience link in the first tile on the Journey canvas.
In the Audience pane, enter High in the Look for Segment box and select the HighValueOnlineCustomers segment from the list.
Select Save from the command bar.
Select Choose an email from the tile before End.
In the Send an email pane, enter High and select the High Value Monthly Newsletter email.
Select the General tab and set the End date and time a year from today.
Select Save and select Go live from the command bar.

You are done! You have just created a Customer Journey in Dynamics 365 Customer Insights - Journeys based on a Segment of customers which you brought in from Dynamics 365 Customer Insights.