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?
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.
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...
For the specific scenario you describe where you end up with separate topics for similar cases in different languages - the upcoming release of support of multiple languages in the AI model will reduce this duplication and create a single topic for similar cases across languages.
Sincerely,
CS Insights team
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.
Sincerely,
CS Insights team
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...
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. As the "Subject" field is a lookup field to the Subject entity, it requires the additional feature under consideration.
Sincerely,
CS Insights team
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.
Sincerely,
CS Insights team
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
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.
We do support functional custom data field mapping for fields such as "priority", more details can be found here: https://docs.microsoft.com/dynamics365/ai/customer-service-insights/map-data.
Sincerely,
CS Insights team
Allow to influence AI model and improve topics
It would be great to add features such as giving feedback to cases grouped in a topic, moving cases to a different topic, and configuring topic granularity to the integrated analytics and insights experience in Customer Service Hub. These features were available on CSI standalone web app and were...
CS Insights team
Administrator
Sincerely,
CS Insights team