Microsoft Dynamics 365
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Export Dashboards to PDF
For Dynamic CRM: Instead of only being able to export to .csv files, it would be helpful to be able to export the data from embedded power bi dashboards to pdf as well.
Customer Service Insights (historical dashboards, semantic topics, AI suggestions) (18)
Date and Time should display in the users timezone and not UTC
Can you please add a preference to the user settings so chart and table's dates and times as displayed in the user's time zone?
Allow to merge two topics into one
It would be great if there were an action to merge multiple topics into one topic. Because for example for us there were multiple topics created for the same issue but for different languages like a topic "Frage zur Rechnung" and a topic "question for invoice" which are the same thing but once...
Integration between VOC and AI for Customer Service
Hi, I would really much like an automatic integration between VOC and AI for Customer service. This means that my VoC surveys end up writing the CSAT score back to the Case entity automatically.
Voice of the customer will be deprecated by October 2020. Forms Pro will become the replacement offering for surveying. You should be able to use Flow to trigger Forms Pro surveys to your users for gathering information.
Call Intelligence for Customer Service Insights
Hi, Call Intelligence feature available in Dynamics 365 Sales Insight could have a good implementation also from a Customer Service point of view, to help manager in understanding how agents manage incoming calls.
Add Subject Field in the mapping.
Good afternoon to all, It would be great if the "Subject" field can be used in the mapping of the Data instead of / or additional to the Case Title if the company prefers it. So you can choose how your data will be mapped based in the Subjects or the Case Title. The Case Titles are not standar...
Filter Options on Custom Fields
Hi, I would like to be able to use Custom relationship fields on the Case Entity as a filter and drill down in CSI.
Extend time period of cases collected for a workspace
Currently CSI workspaces imports cases created in the last 60 days for AI and BI analysis. Consider extending the time period of imported cases to enable richer scenarios of MoM / YoY / customizable comparison scenarios.
Use more fields than just the case title
Just using the case title for the topic is not helpful for us. AI should also use the description field or/ and the initial email from the customer.
Thanks for the suggestion! We do support mapping to any text field (single or multi-line of text) more details here: https://docs.microsoft.com/dynamics365/ai/customer-service-insights/map-data. We are also considering supporting non-text fields, if that's important for your scenario please vote here: https://experience.dynamics.com/ideas/idea/?ideaid=c4e65916-c5a1-e911-80e7-0003ff68f1d6 If neither of those scenarios matches your needs, please provide more details in the comments so we can prioritize correctly. Sincerely, CS Insights team
Manual refresh for Customer Service Insights
The CS Insights dashboard embedded in the core Dynamics applications refreshes every 24 hours. We would like the functionality to be able to manually kick off a refresh of the data.