6

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.

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3 Comments

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Category: General (8)

STATUS DETAILS
Declined
Ideas Administrator

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.

4

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.

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0 Comments

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Category: General (8)

STATUS DETAILS
Under Review
Ideas Administrator
Thanks for the suggestion! We're currently reviewing the call intelligence capabilities to apply it to service scenarios, once we have a release date we'll update the idea as 'planned'. In the meantime, please vote to help increase the priority! If you have more details on your specific needs for this scenario please add them to the comments.

Sincerely,

CS Insights team
3

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...

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1 Comments

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Category: General (8)

STATUS DETAILS
Needs Votes
Ideas Administrator
Thanks for the suggestion! A feature to map the issue summary or "case title" to a field that is not a text data type is under consideration, please vote to help increase the priority.

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
2

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.

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2 Comments

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Category: General (8)

STATUS DETAILS
Needs Votes
Ideas Administrator
Thanks for the suggestion! A feature to map the filters/slicers on the dashboards to custom fields is under consideration, please vote to help increase the priority! If you have more details on your specific needs for this scenario please add them to the comments.

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
1

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.

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0 Comments

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Category: General (8)

STATUS DETAILS
New
0

Display a better message when emailing a person with "Do Not Allow" set for email

When a contact has the "Do Not Allow" flag set to Yes for Email, and an attempt is made to send that contact an email, an ugly error message is displayed. For our business users who are not technical, this is a very bad experience. It should instead display a subtle message, like in the pink/re...

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0 Comments

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Category: General (8)

STATUS DETAILS
New
0

Bot Designer and Virtual Agents

Are you planing to add Bot Designer and Virtual Agents into the preview environment at following URL: https://csi.ai.dynamics.com/ Do you know when would it become GA in the Dynamics 365 instances? Thanks in advance, Mehmet

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0 Comments

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Category: General (8)

STATUS DETAILS
Completed
Ideas Administrator

Hi Mehmet - as Ankit shared back in 2018 the intent was to have another product for virtual agents that would be linked to CSI. I'm happy to share the Virtual Agent offering went public preview May 30th. For more details and how to sign up please visit their website @ https://aka.ms/virtual-agent 

Thanks,

Tessa