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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0 Comments

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

STATUS DETAILS
New
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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0 Comments

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

STATUS DETAILS
Needs Votes
Ideas Administrator
Thanks for the suggestion! The ability to export/print dashboards is under consideration, please vote to help increase the priority. Any additional details on the scenario you can provide would be great, such as what the PDF would be for (email colleagues, a presentation, etc.) and the desired frequency of export. 

Sincerely,

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

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.

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
Ideas Administrator
Thanks for the suggestion! A feature to allow merging topics together is under consideration, please vote to increase the priority.

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

STATUS DETAILS
Completed
Ideas Administrator
Thanks for the suggestion! We've released a preview version of the call insights into Customer Service Insights, please take a look and provide feedback as we continue to improve it towards GA: https://docs.microsoft.com/dynamics365/ai/customer-service-insights/ci-overview

Sincerely,

CS Insights team
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
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

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

STATUS DETAILS
Needs Votes
Ideas Administrator
Thanks for the suggestion! A feature to extend the time period is under consideration, please vote to increase the priority.

Sincerely,

CS Insights team
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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0 Comments

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

STATUS DETAILS
Under Review
Ideas Administrator

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

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

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

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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0 Comments

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

STATUS DETAILS
New