Overview of Dynamics 365 Customer Service Insights April '19 release
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
Note
These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review What’s new and planned for AI for Customer Service. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).
Dynamics 365 Customer Service Insights gives you an actionable view into critical performance metrics, operational data, and emerging trends for your customer service organization. Built-in dashboards, interactive charts, and visual filters provide insights into support operations across channels, automatically highlighting areas for improvement with the greatest impact on customer satisfaction levels.
Dynamics 365 Customer Service Insights uses AI technology to detect emerging support topics as they arise, allowing you to proactively deliver better customer service experiences. The AI-driven technology enables targeted actions to improve resolution rates, reduce wait times, and decrease customer service costs.
Starting with the April '19 release, Dynamics 365 Customer Service Insights is now generally available.
Key new functionality will include:
Artificial intelligence (AI) continuously improves support topic clustering based on human feedback: Users can improve the AI topic clustering by providing input to the AI model. They are now able to rename topics, combine them, separate them or control cluster granularity to tailor the AI model to their business.
Bring your data from data sources such as Salesforce, Zendesk, ServiceNow or others: Users can take advantage of Dynamics 365 Customer Service Insights by connecting to case data in other systems such as Salesforce, Zendesk, and ServiceNow. Additional case management systems can be connected to Common Data Service.
Get insights directly within Dynamics 365 for Customer Service: Users can access Customer Service Insights directly within the Dynamics 365 for Customer Service application through embedded Customer Service Insights dashboards. There is no need to switch context.
Ready for organizations of all sizes: Dynamics 365 Customer Service Insights now supports collaboration and other enterprise capabilities such as sharing dashboards, using custom entities or fields, and more. The service is now deployed in additional regions allowing customers to locate their deployments closer to their data.