AI suggestions for similar knowledge articles and cases in Dynamics 365 – 2020 Release Wave 2

The AI suggested knowledge articles and similar cases capabilities have been added in the Customer Service workspace to help the agents in faster resolution of the cases.

Check other posts on Release 2020 Wave 2

Open Customer Service Hub, navigate to Settings in Analytics and Insights section.

Click on Manage to configure the Suggestions.

Below Case Title is the field that is defined for Case summary and Description for the Case details as default.

The other fields that can be specified are

Similarly, we can enable knowledge article suggestions, for which Article title and Article content fields need to be specified.

The other fields that can be specified are

Save the configuration.

The settings can take up to 24 hours for processing the model and to complete the first-time setup.

To view the Smart Assist Pane where we will find all the suggestions –

Open the Customer Service workspace app

https://nishantrana.me/2020/08/13/new-customer-service-workspace-app-preview-in-dynamics-365-2020-release-wave-2/

In the Customer Service Agent Dashboard, use Shift + Mouse action to open the case record.

We can see the Smart assist pane opened to the right of the record.

• Sample knowledge article components

• Sample similar cases component

Get all the details below

https://docs.microsoft.com/en-gb/dynamics365/customer-service/csw-view-ai-suggested-cases-knowledge-articles

Hope it helps..