Public Preview: Suggest similar cases for a case


Applies To: Dynamics 365 (online), Dynamics CRM Online

You're working on a support case and you wonder if there's a similar case that might help you resolve yours. With Microsoft Dynamics 365 and Microsoft Cognitive Services Text Analytics, you can quickly find related cases and use them to resolve your current case. Keywords or key phrases in a service case are used to find similar cases.


  • This feature is currently only available for instances in the United States (US) region.

  • A preview feature is a feature that is not complete, but is made available before it’s officially in a release so customers can get early access and provide feedback. Preview features aren’t meant for production use and may have limited or restricted functionality.

  • We expect changes to this feature, so you shouldn’t use it in production. Use it only in test and development environments.

  • Microsoft doesn't provide support for this preview feature. Microsoft Dynamics 365 Technical Support won’t be able to help you with issues or questions. Preview features aren't meant for production use and are subject to a separate supplemental terms of use.

Send us feedback

We'd love your feedback on the suggest similar cases feature! To send us your feedback, register your account on the Microsoft Connect site, and then submit your feedback.

In this topic

To set up Dynamics 365 to automatically suggest similar cases, do the following:

  • Enable Text Analytics

  • Connect Dynamics 365 (online) to the Cognitive Services Text Analytics service

  • Define and activate similarity rules

  • See related cases

  • See related cases in the interactive service hub

Enable Text Analytics

To enable Text Analytics, do the following:

  1. Go to Settings > Administration.

  2. Click System Settings and open the Previews tab.

  3. Under Text Analytics Preview for Case Topic analysis, Suggest Similar Cases and Suggest Knowledge Articles, set the Enable Dynamics 365 Text Analytics Preview to Yes.

  4. Click OK to give your consent.

  5. Click OK to close the System Settings dialog.

Connect Dynamics 365 (online) to the Cognitive Services Text Analytics service

If you haven't already, create the Cognitive Services Text Analytics service connection. Set the text analytics connection

Define and activate similarity rules

If you have not already defined similarity rules, see Create similar record suggestion rules. For this feature, you need to select Case as the Source Entity for the similarity rule.

After configuring the Cognitive Services Text Analytics service and setting up similar records suggestions, you're ready to see cases related to the ones you're working on.

  1. Click Service > Cases and open a case.

  2. For similar cases, click Find.

    Find similar cases

  3. Click a case title to review that case's posts, activities, and notes. Then click Found a Solution! to add a case with useful information to the Similar Cases area (under Case Relationships) to the case you're working on.

The interactive service hub unifies vital information in one place, and lets you focus on things that require your attention, like finding articles and cases related to your active case.

  1. Open the interactive service hub. See Help and Training: Open the interactive service hub.

  2. Click Service > Cases and open a case.

  3. Click the Similar Cases button to find related cases.

    Interactive Service Hub similar cases

See Also

Help & Training: Create and manage a case
Help & Training: User's guide for the new interactive service hub
Microsoft Cognitive Services integration

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