Today, we released a feature in Dynamics 365 AI for Customer Service Insights that enables you to map your own custom entities and fields in Common Data Service (CDS). If you are in one of the situations below:
Then this feature is built for you! In this blog post, I will share with you more details how you can use this feature to create workspace and generate better insights with your custom entities and fields.
Before we dig into details about this feature, it’s beneficial to understand what case data in CDS that Customer Service Insights uses, and how it works with those data to create dashboards out of box.
As mentioned in our announcement of Dynamics 365 AI for Customer Service Insights public preview, the service provides a set of built-in dashboards that give you interactive charts and actionable insights out of box, including insights in support topics that are generated by automatically grouping cases using natural language understanding.
If you are a customer for Dynamics 365 for Customer Service, by default, case data are primarily stored in Incident (case) entity and several other related entities in Common Data Service. In this case, when creating a Customer Service Insights workspace, what you need to do is to simply connect with your Dynamics 365 environments through a couple of clicks. The service will then load data from several default Customer Service data entities and generate insights.
All the default entities and fields used by Customer Service Insights have been documented in this article: Dynamics 365 for Customer Service entities used by AI for Customer Service Insights. Here I want to highlight a couple of things:
Hopefully this section gives you a clearer picture what kind of data Customer Service Insights use and how those data are used when generating dashboards. In next couple of sections, I will show you how to make best use of the custom entity/field mapping feature.
Once your case data are stored in your custom CDS entities, it is very straightforward to map those data for Customer Service Insights to use. You can do that when creating a workspace or update the mapping in workspace settings.
When you create a workspace and have selected a Dynamics 365 environment, Customer Service Insights checks whether the Incident (case) entity exists and contains enough case data in the selected environment. If not, the data mapping wizard will show up:
Following the wizard, you will be able to pick your entity for mapping:
Then in the last wizard page, you can select the data fields from your entity to map to each attribute used by Customer Service Insights. The drop-down lists only show fields with compatible types with the destination field:
Similarly, once a workspace is created, you can update the mapping in workspace settings:
This how-to article gives you step-by-step details how to use this feature: Map your data to custom entities and fields.
Here are several tips and tricks to help you get the most from this feature:
In this post, we discussed how Customer Service Insights works with service data to create dashboards, and introduce you the new capability that maps your custom CDS entities and fields to generate insights. Hopefully you find it useful and can start getting more actionable insights from your service data. If you have any questions or feedback about this feature, please feel free to leave your comments here or visit Customer Service Insights forum.
As a SaaS product, we are following an agile and iterative process to continuously deliver features that can make the product work better and better for our customers. There are a lot of things in our roadmap that we can’t wait to build and ship to you, and we are keen to listen to your opinions so as to deliver the right solutions for your problems. So, if you have any suggestions or ideas, please do not hesitate to create an idea, or vote on others’ ideas.
Again, if you run into any problems when using the Customer Service Insights or have any questions, we are ready at the Customer Service Insights forum to help you.