1

Users unable to pin a View

at this moment, it's expected behavior to be unable to pin a view when selecting the related entities in an account. Can we please include this feature for future releases??

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Category: Customer Service Insights (historical dashboards, semantic topics, AI suggestions) (15)

STATUS DETAILS
New
1

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...

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Category: Customer Service Insights (historical dashboards, semantic topics, AI suggestions) (15)

STATUS DETAILS
Needs Votes
1

Ability to map additional fields (e.g. category) and custom fields

Category and additional custom fields are very frequently used in the case entity, ability to map additional fields will bring help to cover increased number of usecase.

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Category: Customer Service Insights (historical dashboards, semantic topics, AI suggestions) (15)

STATUS DETAILS
New
7

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?

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Category: Customer Service Insights (historical dashboards, semantic topics, AI suggestions) (15)

STATUS DETAILS
New
2

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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Category: Customer Service Insights (historical dashboards, semantic topics, AI suggestions) (15)

STATUS DETAILS
Needs Votes
6

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.

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Category: Customer Service Insights (historical dashboards, semantic topics, AI suggestions) (15)

STATUS DETAILS
Needs Votes
2

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.

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Category: Customer Service Insights (historical dashboards, semantic topics, AI suggestions) (15)

STATUS DETAILS
Under Review
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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Category: Customer Service Insights (historical dashboards, semantic topics, AI suggestions) (15)

STATUS DETAILS
Completed
4

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: Customer Service Insights (historical dashboards, semantic topics, AI suggestions) (15)

STATUS DETAILS
Needs Votes
5

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...

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2 Comments

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Category: Customer Service Insights (historical dashboards, semantic topics, AI suggestions) (15)

STATUS DETAILS
Needs Votes