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 standard, however the subjects are. Thank you
Comments
Thanks for submitting the idea, Adriana! Today, the data mapping in Customer Service Insights requires the same data type with the data field to map to. The "Subject" field is a lookup field which looks up values from Subject entity, thus it's not in the list for mapping today.
However, we understand there are scenarios where fields with other data types (in addition to single line of text) are actually used instead of case title, and we are actively evaluating the other data types we should support for this type of scenario. For other folks who want the same support, please don't hesitate to vote for this idea, so that we can prioritize it earlier than other items in our backlog.
Thanks!
Xiaoying
Category: Customer Service Insights - AI
Administrator on 2/12/2024 9:57:44 AM
At this time this idea needs more votes.
Hardik Sanghavi
PM, D365 CS AI