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Ask HN: How do I build a dashboard for customer case trends from Microsoft CRM?
2 points by watmough on Feb 6, 2016 | hide | past | favorite | 1 comment
AskHN: How do I build a dashboard for customer case trends from Microsoft CRM?

I manage a customer support team for a domain software package (Geology and Geophysics) and we probably don't make as full use of information of what's breaking, what customers are seeing issues with, and case volume as we might.

What path should I follow in order to be able start building dashboards for some of the basic measures?

Any pointers on where best to start this process?



The first step would be paper and pencil. Collecting and sharing the information manually will validate the utility of doing so...or it won't. Building a tool might be more fun, but right now there's no actual process to be automated and the belief that recording high level details is worth automating is speculative.

Once there a process and there is evidence that the process is worth automating, then the build/buy decision can be made against business metrics.

Good luck.




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