Microsoft Dynamics 365 Customer Experience Analyst : Configure and manage custom insight cards

 Custom Insight Cards in Microsoft Dynamics 365 Customer Experience enable organizations to surface contextual, actionable insights directly within the user’s workspace. These cards can be tailored to highlight key business data—such as upcoming renewals, customer engagement trends, or at-risk opportunities—helping sales and service teams make timely, informed decisions. By configuring rules and conditions, analysts can design cards that proactively notify users about critical updates, ensuring they stay aligned with business priorities. This customization not only improves productivity but also drives smarter customer interactions by delivering the right information at the right time.

 What Are Insight Cards?

Insight cards are part of the Relationship Assistant in Dynamics 365 CE. They show up in the timeline, dashboards, or forms and provide actionable reminders, alerts, or insights (e.g., “Customer hasn’t been contacted in 10 days” or “Follow up on opportunity closing soon”).

• Standard cards → Predefined by Microsoft (e.g., upcoming meetings, emails to reply to).
• Custom insight cards → Configured by administrators or analysts to meet specific business needs.

How to Configure and Manage Custom Insight Cards

 1. Prerequisites

• Ensure Relationship Assistant is enabled in Dynamics 365.
• You need System Administrator or System Customizer security role.

 2. Accessing the Configuration

1. Navigate to Advanced Settings in Dynamics 365.

2. Go to Settings → Relationship Insights → Assistant Studio (or Relationship Assistant depending on your version).

3. Open Custom Insight Cards.

3. Creating a Custom Insight Card

1. Click “New Insight Card” in Assistant Studio.

2. Define the Trigger

• Choose when the card should appear (e.g., when an opportunity is updated, when a case remains open for X days, when a contact has no activity for 30 days).
•  Triggers can be based on conditions from CRM data or events.

3. Set the Display Rules

• Define conditions (e.g., opportunity estimated close date < 7 days).
•  Target entities (Leads, Opportunities, Accounts, Cases, etc.).

4. Design the Card Layout

•  Add title, description, and call-to-action.

Example: “Follow up with {{ContactName}}. The opportunity worth {{EstRevenue}} is closing soon.”

•  Include links to records or actions (like “Open Opportunity” button).

5. Define Actions (optional)

• Actions can be configured to redirect users to a form, open a related record, or launch a workflow.

6. Save and Publish the Card

4. Managing Custom Cards

•  Edit/Update → Modify triggers, rules, or design.
•  Enable/Disable → Temporarily turn off cards if no longer relevant.
•  Clone → Copy existing cards to reuse with slight modifications.
•  Delete → Remove unnecessary cards.

5. Best Practices

• Keep cards short, actionable, and clear.
• Focus on value-adding alerts (not spamming users).
• Use dynamic fields (like names, revenue, dates) for personalization.
•  Regularly review performance → If users ignore certain cards, refine or retire them.

Example Use Cases

• Sales → Alert when an opportunity is nearing close date without activity.
• Service → Notify agents if a case has been pending for more than 3 days.
•  Customer Success → Remind account managers to check in with key clients every quarter.

Summary:

Custom insight cards let Dynamics 365 CE analysts configure smart, contextual reminders that keep users focused on the right tasks at the right time. They improve productivity, decision-making, and customer engagement by turning data into actionable insights.