Symptom / Need

I need a tool that allows me to consolidate, structure, and analyze case information in wolkvox CRM to generate detailed reports and make data-driven decisions, as well as keep this data automatically updated in Power BI.

Context / Scenarios

wolkvox CRM has implemented a new Business Intelligence (BI) feature called CRM BI, initially available for the Cases module. This tool is designed to provide greater visibility into information, allowing users to access organized and structured data to facilitate detailed queries and analysis. Integration with Power BI allows for easy configuration for automatic data extraction and updating.

Answer (Solution / Recommendation)

CRM BI setup is done in wolkvox CRM and then integrated with Power BI.

Setting up CRM BI in wolkvox CRM

When you launch CRM BI for the first time, you will have two configuration options:

• Quick Setup: This option automatically creates a basic structure without the need to manually select fields.
• Custom Settings: This option allows you to select up to 10 additional fields to include in your reports.

Steps for custom configuration

1. In wolkvox CRM, go to "Settings" (gear icon in the left side menu).
2. Go to the "Integrations" tab.
3. Under “Integrations,” select the “CRM BI” tab.
4. Choose the "Custom Settings" option.
5. In the "Type" field, select the type of cases you want to analyze (e.g., Petitions, Complaints, etc.).
6. In the "Select fields (maximum 10)" field, choose up to 10 custom fields from the Cases module that you want to include in your BI reports.
7. The selected fields will be listed in the "Selected Fields" section.
8. Click "Create Configuration" to complete the process.

Access to Configuration Information (Token, Server, User NIT)

Once the configuration has been created, the "Configuration Information" view will appear. Here you will find the data needed to connect to Power BI:

• Token: Authentication key for the connection.
• Server: Data server address.
• User NIT: Corresponds to the value that will be used as "Client" in Power BI.
• Updated: Displays the date and time the data was last updated.

Each of these fields has a "Copy" button to make it easy to copy their values.

Download and Setup in Power BI

1. In Wolkvox CRM, within the CRM BI section, click "Download Template" to download the Power BI file in .pbix format. This button will display an indicator showing the number of downloads.
2. Open the downloaded .pbix file in Power BI. Initially, it will load test data.
3. To set up the connection to your real-world data, go to the Home ribbon in Power BI and click Transform Data.
4. In the window that opens, you will need to replace the parameter values:
   1. Token: Paste the copied value from the "Token" field in wolkvox CRM.
   2. Server: Paste the copied value from the "Server" field in wolkvox CRM.
   3. Client: Paste the value copied from the "NIT Usuario" field of wolkvox CRM.
5. Once the values have been replaced, click "Close and Apply."
6. Data will automatically start loading from wolkvox CRM into your Power BI report.

Automatic Data Update

Information in Power BI is automatically updated every 20 minutes.

The " Updated " field in the CRM BI "Configuration Information" in wolkvox CRM will reflect the last date and time the data was updated from the server.