CustomerInsightsSetup.md

Dynamics Customer Insights Deployment

Please follow the steps below to set up the Customer Insights (CI) environment

Step 1: Setup Customer Insights Environment

In this step you will create a Customer Insights environment, that you will use for this solution accelerator.

1. Navigate to the Customer Insights workspace to create a new environment

• Note: if you have used Customer Insights before, you might not see steps 1.1-1.4

2. Select Country/Region

3. Select Audiance insights focus

4. Select Individual consumers (B-to-C) business

5. Provide a name for your workspace, select Production under "Type", select the region your Azure resources are deployed under "Region"

6. In the Advance Settings, select Azure Data Lake Storage Gen 2 under "Save output to"
7. Select Azure subscription under "Connect your storage account using" and click "Next"

   • choose your Subscription, Resource Group, Storage Account (you will see two storage accounts in the dropdown, be sure to select the Synapse Workspace Storage account and not the machine learning storage account)

8. For this solution leave the Microsoft Dataverse as the default blank and click "Next"

9. Click "Create"

Step 2: Ingest Data

In this step you will bring the data into the CI environment from your Azure Synapse Workspace.

1. In the CI environment, navigate to the Data > Data Source
2. Select Add Data Source and select Azure data lake storage, provide sourcedata for the data source name and click "Next".

• Note: Make sure you name the data source sourcedata as it is used in the Azure Synapse notebooks in later steps.

3. Under "Connect your storage account using" select Azure subscription, select your subscription, resource group and the Synapse workspace storage account you are using for this solution. Enter data for the Container

4. Select /default.manifest.cdm.json and click "Next"

5. Select all model entities and click "Next"

6. Select all entities to enable data profiling and select "Save"

Step 3: Unify Data

• Navigate to the Data Sources > Unify tab to Map, Match and Merge your data

Step 3.1: Map

In order to merge the data in later steps you will need to map at least 2 entities.

Mapping happens against default CI field types (e.g. ID, Person.Age, Location.City). This unifies data ingested from different sources and formats/types used in those sources.

1. Select + Select entities and select all entites

2. Select residents_source1, set "cid" to Person, set the primary key to cid

• Note: Repeat the steps above for each source dataset below

3. Select residents_source2, set "cid" to Person, set the primary key to cid

4. Select leases, set "cid" to Person, set the primary key to lid

5. Select payments, set "cid" to Person, set the primary key to paymentid

6. Select surveys, set the primary key to sid

7. Select workorder, set "cid" to Person, set the primary key to wid

8. Click "Save

Step 3.2: Match

Match records between entities based on matching IDs.

1. Select "+ Set order", select sourcedata:residents_source1, sourcedata:residents_source2, select "+ Add" at the bottom and select sourcedata:surveys

2. Select "+ Add rule" under sourcedata:residents_source2

3. Under "Select entity" select residents_source1:sourcedata, "Select field" Email, "Normalize" Whitespaces, Symbols, Text to lower case, and Numerals
4. Provide a name for the match rule

5. Select "+ Add rule" under sourcedata:surveys
6. Under "Select entity" select residents_source1:sourcedata, "Select field" Email, "Normalize" Whitespaces, Symbols, Text to lower case, and Numerals
7. Provide a name for the match rule
8. Select "+ Add rule" under sourcedata:surveys
9. Under "Select entity" select residents_source2:sourcedata, "Select field" Email, "Normalize" Whitespaces, Symbols, Text to lower case, and Numerals
10. Provide a name for the match rule

11. Under Deduplicated Records select "+ Set entities", select sourcedata:residents_source1 select Created_date under "Based on field(s)", sourcedata:residents_source2, select Created_date under "Based on field(s)" and click "Done"

12. Select "+ Add rule" under sourcedata:residents_source1, set the field to cid, provide a name for the rule and click "Done"

13. Select "+ Add rule" under sourcedata:residents_source2, set the field to cid, provide a name for the rule and click "Done"
14. Click "Save" in the top of the Match page

Step 3.3: Merge

The last step is merging the records. If fields need to be combined, that can be done as well.

1. Select each FirstName column from the list

2. Select "Combine" at the top of the Merge page

3. Repeat these steps for Name, LastName, Gender, Telephone, Country, StreetAddress, City, State, PostCode, DateofBirth, CreatedDate, Source, and Email

   • Note: Only combine the Email for resident_source1 and resident_source2

4. Rename the Email column from the surveys dataset to SurveyEmail

• Note: Make sure you rename this column to SurveyEmail as it is used in the Azure Synapse notebooks in later steps.

5. Click Run at the top of the Merge tab and select "Run Merge and downstream processes"

Step 3.4: Export

1. Navigate to the Data > Export tab and click "+ Create export"

2. Select "+ Add Connection", select Azure Synapse Analytics

   • Enter CISynapseConnection for the Display name, select your Azure Subscription and Azure Synapse worksapce you are using for this solution accelerator
   • Select 'I Agree' check box for Data privacy and compliance and click "Save"

   

3. Provide CustomerProfileExport for the Display name, enter ciexport for Database name, select "Customer" under Profiles, click "Save" and Run the export.

4. Navigate to Step 6 in the Azure Set Up Documentation and follow the Azure set up to complete Step 6 and 7.

Step 4: Relationship

Define the relationship between the Activity Entity

Step 4.1: Resident Payment Source 1

1. Navigate to the Data > Relationship tab and click "+ New relationship"
2. Provide a name for the relationship
3. Under Source details select payments:sourcedata for "Entity", Many for "Cardinality" and cid for "Source field"
4. Under Target details select residents_source1:sourcedata for "Entity", One for "Cardinality" and cid for "Target field" and click "Save"

Step 4.2: Resident Payment Source 2

1. Navigate to the Data > Relationship tab and click "+ New relationship"
2. Provide a name for the relationship
3. Under Source details select payments:sourcedata for "Entity", Many for "Cardinality" and cid for "Source field"
4. Under Target details select residents_source2:sourcedata for "Entity", One for "Cardinality" and cid for "Target field" and click "Save"

Step 4.3: Resident Lease Source 1

1. Provide a name for the relationship
2. Under Source details select leases:sourcedata for "Entity", Many for "Cardinality" and cid for "Source field"
3. Under Target details select residents_source1:sourcedata for "Entity", One for "Cardinality" and cid for "Target field" and click "Save"

Step 4.4: Resident Lease Source 2

1. Provide a name for the relationship
2. Under Source details select leases:sourcedata for "Entity", Many for "Cardinality" and cid for "Source field"
3. Under Target details select residents_source2:sourcedata for "Entity", One for "Cardinality" and cid for "Target field" and click "Save"

Step 4.5: Resident Work Orders Source 1

1. Provide a name for the relationship
2. Under Source details select workorders:sourcedata for "Entity", Many for "Cardinality" and cid for "Source field"
3. Under Target details select residents_source1:sourcedata for "Entity", One for "Cardinality" and cid for "Target field" and click "Save"

Step 4.6: Resident Work Orders Source 2

1. Provide a name for the relationship
2. Under Source details select workorders:sourcedata for "Entity", Many for "Cardinality" and cid for "Source field"
3. Under Target details select residents_source2:sourcedata for "Entity", One for "Cardinality" and cid for "Target field" and click "Save"

Step 5: Activities

In this step, you will create an activity for WorkOrders, Leases, and Payments

Step 5.1: Work Order Activity

1. Navigate to the Data > Activites tab and click "Add activity"
2. Provide a name for the activity, select workorders:sourcedata under "Entity", select wid under "Primary key" and click "Next"

3. Select "+ Add relationship", select cid from resident_source1 as the Foreign key
4. Select "+ Add another relationship", select cid from resident_source2 as the Foreign key and select "Next"

5. Select workorder_type for "Event activity", ServiceCompleteDate for "Timestamp", ServiceRequestDate for "Additional details", Yes under "Show this information in the timeline view on your customer profile?" and click "Next"

6. Select ServiceActivity for "Activity type" and click "Next"

7. Review and Save the Activity

Step 5.2: Payment Activity

1. Navigate to the Data > Activites tab and click "Add activity"
2. Provide a name for the activity, select payments:sourcedata under "Entity", select paymentid under "Primary key" and click "Next"
3. Select "+ Add relationship", select cid from resident_source1 as the Foreign key
4. Select "+ Add another relationship", select cid from resident_source2 as the Foreign key and select "Next"
5. Select amount for "Event activity", select paymentdate for "Timestamp", paymentmethod for "Additional details", the shopping bag for "Icon", Yes under "Show this information in the timeline view on your customer profile?" and click "Next"
6. Select SalesOrderLine for Activity type and select yes to enable semantic mapping
7. Select paymentid for "Order line ID", paymentid for "Order ID", paymentdate for "Order date", amount for Amount" and click "Next"

8. Review and Save the Activity

Step 5.3: Leases

1. Navigate to the Data > Activites tab and click "Add activity"
2. Provide a name for the activity, select leases:sourcedata under "Entity", select lid under "Primary key" and click "Next"
3. Select "+ Add relationship", select cid from resident_source1 as the Foreign key
4. Select "+ Add another relationship", select cid from resident_source2 as the Foreign key and select "Next"
5. Select Type for "Event activity", select SignedDate for "Timestamp", LeaseTerm for "Additional details", Yes under "Show this information in the timeline view on your customer profile?" and click "Next"
6. Select Subscription for Activity type and select yes to enable semantic mapping
7. Select lid for "Transaction ID", SignedDate for "Transaction Date", lid for "Subscription ID", StartDate for "Subscription start date", EndDate for "Subscription end date", Type for "Subscription Type" and click "Next"
8. Review and Save the Activity
9. Click "Run" at the top of the Activities page

Step 6: Measures

In this step you will create Measures for Leases Ending in 90 Days, Life Time Value, and Number of Air Conditioning Work Orders. These Measures can be used in Segments

Step 6.1: Leases Ending in 90 Days Source 1

1. Navigate to the Measure tab, click "+ New" and select "Build your own"
2. Select "Dimensions", click the trash can icon to remove the dimension and click "Apply"

• Note: removing the dimension enables you to create the measure as a Customer Measure vs a Customer Attribute

3. Select "Edit name" and provide a name for your measure

4. Select "Filter", select sourcedata_leases.EndDate from the attributes list, set the filter to before 90 days after today
5. Select sourcedata_leases.EndDate from the attributes list, set the filter to after 0 days before today and click "Apply"

6. Select "Edit name" under the Calculation, provide Lease Ending in 90 Days Source 1 for the calculation name, select "count" from the dropdown, select "+ Add attribute", select sourcedata_leases.lid and select "Add"

7. Click "Save and close"
8. Select Edit on the "Lease Ending in 90 Days Source 1"

9. Select "Dimensions", select CustomerInsights.CustomerId and select "Apply"

10. Select "Relationship", select sourcedata_leases > sourcedata_residents_source1 > Customer and select "Done"

11. Select "Run"

Step 6.2: Lease Ending in 90 Days Source 2

Repeat the steps from 6.1 for Source 2

1. Navigate to the Measure tab, click "+ New" and select "Build your own"
2. Select "Dimensions", click the trash can icon to remove the dimension and click "Apply"

3. Select "Edit name" and provide Lease Ending in 90 Days Source 2 for your measure name
4. Select "Filter", select sourcedata_leases.EndDate from the attributes list, set the filter to before 90 days after today
5. Select sourcedata_leases.EndDate from the attributes list, set the filter to after 0 days before today and click "Apply"

6. Select "Edit name" under the Calculation, provide Lease Ending in 90 Days Source 2 for the calculation name, select "count" from the dropdown, select "+ Add attribute", select sourcedata_leases.lid and select "Add"
7. Click "Save and close"
8. Select Edit on the "Lease Ending in 90 Days Source 2"
9. Select "Dimensions", select CustomerInsights.CustomerId and select "Apply"

10. Select "Relationship", select sourcedata_leases > sourcedata_residents_source2 > Customer and select "Done"
11. Select "Run"

Step 6.3: Lease Ending in 90 Days

Repeat the steps from 6.1 and 6.2 to combine the two measures

1. Navigate to the Measure tab, click "+ New" and select "Build your own"
2. Select "Dimensions", click the trash can icon to remove the dimension and click "Apply"

3. Select "Edit name" and provide Lease Ending in 90 Days for your measure name
4. Select "Edit name" under the Calculation, provide Lease Ending in 90 Days for the calculation name and click "Done"
5. Select Sum from the drop down
6. Select "+ Add attribute", select "Measures", select LeasesEndingin90DaysSource1.LeasesEndingin90DaysSource1 from the measures list and click "Add"

7. Select "+", select "Add atributes", select "Measures", select LeasesEndingin90DaysSource2.LeasesEndingin90DaysSource2 from the measures list and click "Add"

8. Click "Save and close"
9. Select Edit on the "Lease Ending in 90 Days"
10. Select "Dimensions", select CustomerInsights.CustomerId and select "Apply"

11. Select "Run"

Step 6.4: Lease Life Time Value

1. Navigate to the Measure tab, click "+ New", select "Choose a template" and select "Get started"

2. Select All time for "Set time period" and click "+ Add data"

3. Select SalesOrderLine from the dropdown and select "Next"
4. Select SalesOrderLine for the Activity type, SalesOrderLine:CustomerInsights for Activity entity, sourcedata_payments for Activities and click "Next"

4. Select Transaction value and Activity timestamp as shown below and click "Save"

5. Change the name of the measure to TTV

Step 6.5: Customer Life Time Value

1. Navigate to the Measure tab, click "+ New" and select "Build your own"
2. Select "Edit name" and provide CTTV or your measure name
3. Select "Edit name" under the Calculation, provide CTTV for the calculation name and click "Done"
4. Select Max from the dropdown
5. Select "+ Add attribute", select "Measures", select TTV.TTV from the measures list and click "Add"
6. Click "Run"

Step 6.5: Number of Air Conditioning Work Orders Source 1

1. Navigate to the Measure tab, click "+ New" and select "Build your own"
2. Select "Dimensions", click the trash can icon to remove the dimension and click "Apply"

3. Select "Edit name" and provide Number of Air Conditioning Work Orders Source 1 for your measure name
4. Select Filter, select sourcedata_workorders.Workorder_type from the attributes list, set the filter to is equal to Air Conditioning, select "Ignore case" and click "Apply"

5. Select "Edit name" under the Calculation, provide Number of Air Conditioning Work Orders Source 1 for the calculation name, select "count" from the dropdown, select "+ Add attribute", select sourcedata_workorders.wid and select "Add"
6. Click "Save and close"
7. Select Edit on the "Number of Air Conditioning Work Orders Source 1"
8. Select "Dimensions", select CustomerInsights.CustomerId and select "Apply"

9. Select "Relationship", select sourcedata_workorders > sourcedata_residents_source1 > Customer and select "Done"
10. Select "Run"

Step 6.6: Number of Air Conditioning Work Orders Source 2

Repeat the steps from 6.5 for Source 2

1. Navigate to the Measure tab, click "+ New" and select "Build your own"
2. Select "Dimensions", click the trash can icon to remove the dimension and click "Apply"

3. Select "Edit name" and provide Number of Air Conditioning Work Orders Source 2 for your measure name
4. Select Filter, select sourcedata_workorders.Workorder_type from the attributes list, set the filter to is equal to Air Conditioning, select "Ignore case" and click "Apply"

5. Select "Edit name" under the Calculation, provide Number of Air Conditioning Work Orders Source 2 for the calculation name, select "count" from the dropdown, select "+ Add attribute", select sourcedata_workorders.wid and select "Add"
6. Click "Save and close"
7. Select Edit on the "Number of Air Conditioning Work Orders Source 2"
8. Select "Dimensions", select CustomerInsights.CustomerId and select "Apply"

9. Select "Relationship", select sourcedata_workorders > sourcedata_residents_source2 > Customer and select "Done"
10. Select "Run"

Step 6.7: Number of Air Conditioning Work Orders

Repeat the steps from 6.5 and 6.6 to combine the two measures

1. Navigate to the Measure tab, click "+ New" and select "Build your own"
2. Select "Dimensions", click the trash can icon to remove the dimension and click "Apply"

3. Select "Edit name" and provide Number of Air Conditioning Work Orders for your measure name
4. Select "Edit name" under the Calculation, provide Number of Air Conditioning Work Orders for the calculation name and click "Done"
5. Select Sum from the drop down
6. Select "+ Add attribute", select "Measures", select NumberofAirConditioningWorkOrdersSource1.NumberofAirConditioningWorkOrdersSource1 from the measures list and click "Add"
7. Select "+", select "+ Add attribute", select "Measures", select NumberofAirConditioningWorkOrdersSource2.NumberofAirConditioningWorkOrdersSource2 from the measures list and click "Add"

8. Click "Save and close"
9. Select Edit on the "Number of Air Conditioning Work Orders"
10. Select "Dimensions", select CustomerInsights.CustomerId and select "Apply"

12. Select "Run"

step 6.8 : CSAT Measure

1. Navigate to the Measure tab, click "+ New" and select "Build your own"
2. Select "Edit name" and provide CSAT or your measure name
3. Select "Edit name" under the Calculation, provide CSAT for the calculation name and click "Done"
4. Select Average from the dropdown
5. Select "+ Add attribute", select sourcedata_surveys.answer from the attributes list and click "Add", select "*" and enter 20
6. Click "Run"

Step 7: Segments

Step 7.1: Residents Lease Ending in 90 Days with Air Conditioning Work Orders

1. Navigate to the Segments tab and click "+ New", select "Blank segment", click "Edit details" and provide a name for your segment.

2. Select the LeasesEndingin90Days.LeasesEndingin90Days measure from the Attributes list, select "greater than or equal to" from the dropdown and enter "1" under Enter Value
3. Select the dropdown and select "Intersect"
4. Select "+ Add rule", select the NumberofAirConditioningWorkOrders.NumberofAirConditioningWorkOrders measure from the Attributes list, select "greater than or equal to" from the dropdown and enter "1" under Enter Value, and select "Save"

Step 7.2: Residents Lease Ending in 90 Days

Follow steps 1-3 above and click "Save"

OPTIONAL Step 7.3: Export to Dynamics 365 Marketing

Now that you have created segments in the CI environment, you can export the data to Dynamics 365 Marketing

Step 8: Intelligence

Predictions

Customer Insights comes with some out-of-box prediction models.

• Customer Lifetime Value (CLTV)
• Customer Churn Model
• Product Recommendations

For the purpose of this solution accelerator, we will use the following model(s) as examples. They can be created based on your specific definitions and calculations:

• Resident CLTV

Step 8.1: CLTV Model

1. Navigate to the Intelligence > Predictions tab, select "Create" and select "Use model" on the "Customer lifetime value (preview)" model

2. Select "Get started"

3. Provide a name for your model
4. Select "3 Month(s)" under "Predict customer value over the next:"
5. Select "Let model calculate purchase interval (recommended)" under "An active customer has spent money on your products or services in the last:"
6. Select "Model calculations (recommended)" under " Determin high-value customers using:"
7. click "Next"

8. Select "+ Add data", select "SalesOrderLine" from the dropdown, select "payments:sourcedata" under Activities and click "Next"
9. Keep the default values and click "Save"
10. Leave "Additional data (optional)" blank and click "Next"
11. Select "Never" under "Automatically import updated data" and click "Next"
12. Click "Run" to save and run the model

Step 8.2: CLTV Measure

1. Navigate to the Measure tab, click "+ New" and select "Build your own"
2. Select "Dimensions", click the trash can icon to remove the dimension and click "Apply"

3. Select "Edit name" and provide CLTV for your measure name
4. Select "Edit name" under the Calculation, provide CLTV for the calculation name and click "Done"
5. Select Sum from the drop down
6. Select "+ Add attribute", select CLTVModel.CLVScore from the attributes list and click "Add"
7. Click "Save and close"
8. Select Edit on the "CLTV"
9. Select "Dimensions", select CustomerInsights.CustomerId and select "Apply"

11. Select "Run"

Step 8.3: AML Custom Model

• Navigate to Intelligence > Custom models and select "+ New workflow"
• Provide a Name, select your tenant and Azure Machine Learning workspace, select your AML PiIpeline name for "Web service that contains your model" and click "Next

• Select the Entity for each of the "Web service input" as shown below and click "Next"

• Provide an entity name, an output data store and output path as shown below and click "Next"

• Select "cid" for the Customer ID and click "Save"

Step 8.4: Renewal Prediction Measure

• Navigate to the Measure tab, click "+ New" and select "Build your own"
• Provide a name for your measure
• Select the "Average" function, enter LeaseRenewalPrediction.RenewalPredictionScore * 100 in the attribute field

• Click "Save and close"

Step 9: Enrichments

Step 9.1 Interests

1. Navigate to Data > Enrichments and click "+ Add enrichment"
2. Select Interests and select "Next"
3. Under Enter interests manually search the following five interests as shown below and click "Next"

4. Select "Low" and "Exact (recommended)" as shown below and click "Next"

5. Select "Customer" for Customer data set and click "Next"

6. Select the Demographics ad Location as shown below and click "Next"

7. Review and run your Interests Enrichment

Step 9.2 Brands

1. Navigate to Data > Enrichments and click "+ Add enrichment"
2. Select Brands and select "Next"
3. Under Enter brands manually search the following five brands as shown below and click "Next"

4. Select "Low" and "Exact (recommended)" as shown below and click "Next"

5. Select "Customer" for Customer data set and click "Next"

6. Select the Demographics ad Location as shown below and click "Next"

7. Review and run your Brands Enrichment

Step 10: Set up Lease Renewal Predictions

Step 10.1: Load Data

In this step you will bring the Lease Renewal Preductions data into the CI environment from your Azure Synapse Workspace.

1. In the CI environment, navigate to the Data > Data Source
2. Select Add Data Source and select Azure data lake storage, provide predictions for the data source name and click "Next".

3. Under "Connect your storage account using" select Azure subscription, select your subscription, resource group and the Synapse workspace storage account you are using for this solution. Enter data for the Container

4. Select the synapse folder, select default.manifest.cdm.json and click "Next"

5. Select all model entities and click "Next"
6. Select all entities to enable data profiling and select "Save"

Step 10.2: Set up Relationship

1. Provide a name for the relationship
2. Under Source details select LeaseResewalPrediction:predictions for "Entity", One for "Cardinality" and CustomerId for "Source field"
3. Under Target details select Customer:CustomerInsights for "Entity", One for "Cardinality" and CustomerId for "Target field" and click "Save"

Step 10.3: Measure Lease Renewal Predictions

1. Navigate to the Measure tab, click "+ New" and select "Build your own"
2. Select "Dimensions", click the trash can icon to remove the dimension and click "Apply"
3. Select "Edit name" and provide Lease Renewal Predictions for your measure name
4. Select "Edit name" under the Calculation, provide Lease Renewal Predictions for the calculation name and click "Done"
5. Select First from the drop down
6. Select "+ Add attribute", select predictions_lease_renewal_prediction.RenewalPrediction from the attributes list and click "Add"
7. Click "Save and close"
8. Select Edit on the "Lease Renewal Predictions"
9. Select "Dimensions", select CustomerInsights.CustomerId and select "Apply"
10. Select "Relationship", select predictions_lease_renewal > Customer and select "Done"
11. Select "Run"

Step 11: Power BI Set Up

1. Open the Power BI report in this repository

2. Click the Transform data dropdown and click Data source settings

3. Select the Azure Synapse Workspace connection, select "Change Source..." and provide your SQL Server Database name under Server and click "OK"
   • Navigate to the Synapse Workspace overview page in the Azure Portal, copy the Serverless SQL endpoint
4. Select "Edit Permissions", under Credentials select "Edit", sign in to your Microsoft Account, click "OK" and click "Close"
5. Click Transform data dropdown and click Transform data

6. Select UnifiedActivity on the left under Queries, select Home and click Advanced editor

7. Replace InstanceId with your CI instance ID and click "Done"

   • Navigate to your CI environment and copy the instance id in the URL of the webpage

8. Repeat step 7 for the Customer, LeaseRenewalPredictions, SalesOrderLine, Customer_Measure, InterestAffinityFromMicrosoft, BrandAffinityFromMicrosoft, LeasesEndingin90Days, Subscription and TTV queries

9. Select Home and click "Close & Apply"

10. Click Refresh Data