Breaking news from around the world
Get the Bing + MSN extension
Check out the latest Customer Service Insights updates!Learn about the key capabilities and features of Dynamics 365 Customer Service Insights and experience some of the new features.
Download overview guide | Watch Customer Service Insights video
2019 release wave 2 Discover the latest updates and new features to Dynamics 365 planned through March 2020
Release overview guides and videos Release Plan | View virtual launch event
Ace your Dynamics 365 deployment with packaged services delivered by expert consultants. | Explore service offerings
Connect with the ISV success team on the latest roadmap, developer tool for AppSource certification, and ISV community engagements | ISV self-service portal
The FastTrack program is designed to help you accelerate your Dynamics 365 deployment with confidence.
FastTrack Program | Finance TechTalks | Customer Engagement TechTalks | Talent TechTalks | Upcoming TechTalks
The data comes from Incident (case) table but the case volumes don't match the cases we know have happened. When we look at XRM toolbox they don't match AI for Customer Service.
Where do we find support or help in understanding what is going on?
For example one topic shows 5 cases in AICS but we have only had 2, another has 4 in AICS and we have had 3 so not sure what is happening.
Thanks for trying Customer Service Insights and reporting the issue! Is it possible to share more details about what data you see with problems? Particularly,
thanks for the reply
The AI Insights charts displayed on the AI for Customer Service Insights dashboards are generated by applying language understanding technology to the titles of support cases.
However, the results can be misleading if the titles include extraneous information such as product name, case status, or ticket number tags.
You can improve the quality of the results displayed in AI Insights charts by specifying Data Cleansing settings to disregard tags in titles when they are grouped into topics.
Please refer to this article for specific steps:
Hope this helps.
Business Applications communities