Conversation diagnostics in Azure Application Insights (preview)
Note
The new and improved Power Platform admin center is now in public preview! We designed the new admin center to be easier to use, with task-oriented navigation that helps you achieve specific outcomes faster. We'll be publishing new and updated documentation as the new Power Platform admin center moves to general availability.
[This article is prerelease documentation and is subject to change.]
Conversation diagnostics logs each of the conversation lifecycle events, giving you a greater visibility into conversations-based operational telemetry of your organization. This helps your support team to proactively monitor the system and allows developers to easily identify, diagnose, and fix problematic conversations, or seek swift support.
Connect your Dynamics 365 Customer Service environment to an Azure Application Insights instance to collect and store conversation logs. For more information about Application Insights features and how they can be used to monitor your telemetry and diagnose failures, go to Application Insights Overview dashboard and Diagnose failures using the Azure portal.
You can then use the conversation lifecycle events data from Dynamics 365 Customer Service in Application Insights to monitor system health, export, and combine it with additional data sets to build custom dashboards per your business needs.
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
Note
Export of Power Automate and Dynamics 365 Customer Service data is not available in sovereign clouds, such as Government Community Cloud (GCC), Government Community Cloud - High (GCC High), and Department of Defense (DoD), at this time.
Prerequisites
- Your environment must be a Managed Environment.
- You must have a Power Apps, Power Automate, or a Dynamics 365 license with premium use rights.
Pricing
Azure Application Insights is an extension of Azure Monitor and charges for data ingested. There are two log ingestion plans – Basic and Analytic logs. To know the pricing for your business requirements, see Azure Monitor pricing.
Set up a connection with Azure Application Insights
Before you perform a data export, create a connection between your Dynamics 365 Customer Service tenant and Azure Application Insights in Power Platform admin center. You can create only one data export configuration from Dynamics 365 Customer Service to Application Insights per environment. To enable the data export, complete the following steps.
In the Power Platform admin center, select Data Export in the navigation pane.
On the Data export page, select the App Insights tab. Then select New data export.
On the New data exports to Azure Application Insights page, complete the following actions, and then select Next.
- Enter a name in the Name of the export package field.
- Select Dynamics Customer Service.
- Select Next.
Select the environment from which you'd like to export the data, and then select Next. You can export data from a Managed Environment only.
Specify the Subscription, Resource group, and the Application Insights instance. Then select Next.
Review the setup configuration, and then select Create. The data export from Dynamics 365 Customer Service to Application Insights is created and displayed on the Data export page.
Conversation diagnostics scenarios
Learn about conversation diagnostics scenarios and subscenarios in Understand conversation diagnotics.
Export conversation data
You can use the Export option to export the logs and combine this data with data sets from other tables to create your own custom monitoring dashboards. More information: Create custom KPI dashboards using Application Insights.