Customer Service Insights


Microsoft Power BI template reports for Customer Service Analytics dashboards and Omnichannel Insights will be deprecated as of November 6, 2023. We recommend that you start using the out-of-box Omnichannel historical analytics and Customer Service historical analytics, which don’t need additional Microsoft Power BI licenses. You can visually customize and extend these reports to add additional data sources and metrics through data model customization. For details on the deprecation, go to Deprecations in Customer Service.

Dynamics 365 Customer Service Insights helps both agents and customer service managers make better decisions and improve customer satisfaction. Agents and customer service managers can use AI and analytics capabilities for Customer Service Insights and Omnichannel for Customer Service. You can empower your teams with insights into customer satisfaction–boosting analytics and AI-powered features to spend less time searching and more time engaging with customers.

The premium AI capabilities in Customer Service Insights use advanced AI technology in natural language understanding and natural language generation to help your service team focus on what matters and guide them to success. As an agent, you can use real-time similar cases and knowledge article suggestions that are customized for the current context. The AI-driven technology allows agents to help solve customer issues more quickly, improving resolution rates, and customer satisfaction.

These capabilities are deeply embedded into the core agent and manager experiences in Customer Service and Omnichannel.

Customer Service Insights.

Customer Service Insights across your organization

Customer Service Insights connects with your Dynamics 365 Customer Service and Omnichannel for Customer Service data to provide your support organization with out-of-box AI and BI capabilities, such as customer service analytics, similar case suggestions and more. Different applications will surface slightly different feature sets, as detailed below.

Customer Service applications

Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment. Several reports and dashboards can be viewed by your management team.

For more information on the Customer Service offerings, see the following capabilities.

Omnichannel for Customer Service

Customer Service Insights for Omnichannel for Customer Service brings many of the same key operational metrics and features right into your daily contact center operations. Real-time customer sentiment analysis, combined with contextual AI suggestions of relevant cases and knowledge articles, helps agents reduce customer frustration and case resolution times. With the sentiment analysis dashboard, you can use the real-time sentiment data to gain a better understanding of how customer interactions drive KPIs and satisfaction scores.

For more information on the Omnichannel for Customer Service offerings, see the following topics.


If you're a customer who uses the Customer Service Insights standalone web application, your current working environments will be terminated and inaccessible by December 8, 2021. You can no longer use the standalone service after this date. The embedded Customer Service Insights features in the core applications will continue to be available and supported. For users who hold Customer Service Enterprise licenses, you can no longer create new workspaces, but you'll retain access to existing ones. Meanwhile, the standalone app guide contains documentation for the web application.

See also

Configure Customer Service analytics and insights
Configure Customer Service Analytics dashboards in Power BI
Send a survey automatically when case is resolved
Configure Omnichannel historical analytics
Configure AI topic clustering for conversation