Try auto AI suggestions for similar cases, knowledge articles
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | 
Aug 1, 2022 |
Oct 28, 2022 |
Business value
When solving a customer problem, agents often spend time searching for knowledge articles and or similar cases and scan them to determine if they are relevant to the active case they are working on. This delays customer service and resolution time. With AI suggestions for similar cases and knowledge articles, the best knowledge articles and the appropriate similar cases are proactively surfaced to agents, taking the context of cases or conversations into account.
Feature details
The AI-suggested keywords and description feature was made generally available in the 2021 release wave 2. It requires an administrator to turn it on. As part of this wave, the following enhancements are available:
- AI suggestions for similar cases and knowledge articles is turned on automatically. The suggestions appear in the app side pane in the Customer Service workspace and Omnichannel for Customer Service apps.
- Administrators can configure the feature or manually turn it off from the administrator settings.
For more info about feature configuration, see Enable AI suggestions for similar cases and knowledge articles.
See also
View AI-suggested similar cases and knowledge articles (docs)