Work with Customer Service Insights
At a glance
-
Level
-
Skill
-
Product
Configure and work with Customer Service Insights data to gain insights to your customers. This learning path covers getting started with Customer Service Insights and visualizations.
Prerequisites
- Basic understanding of Dynamics 365 Customer Service
Achievement Code
Would you like to request an achievement code?
Modules in this learning path
Microsoft Dynamics 365 Customer Service Insights uses AI to automatically group your cases into topics by using natural language understanding, such as grouping defective product cases into a single topic. Topics allow you to discover and adapt to current and emerging trends, identify problem areas, and improve brand sentiment. By pinpointing and fixing issues before they impact customers, you can deliver better customer service experiences. This module will examine how Customer Service Insights can impact your organization.
Give service teams and managers the right view of performance. Configure visualizations and analytics access, interpret trends and key performance indicators, and use Customer Service data to identify workload, quality, and service improvement opportunities.