Incident type AI-based suggestions


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.

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts This feature is released. Apr 1, 2020 - -

Business value

Incident types provide a means to standardize service work, including the services to be performed and the parts required. Improving incident types to more accurately reflect actual work performed allows organizations to better plan their parts availability and technician scheduling, leading to better outcomes like first-time fix rate.

Feature details

Incident type suggestion analyzes an organization's completed work orders to make improvements in accuracy of incident types. The feature provides suggestions based on historical data to improve incident types, suggesting where records may be improved by merging other incident types, or by adding existing products or services. Improved incident type accuracy will allow higher first-time fix rates, inventory planning, and less time that a technician needs to spend on their device with fewer clicks to accurately capture work details.


This feature is available in Unified Interface only.

See also

AI suggestions (docs)