Dynamics Community Forum Thread Details

Automated case categorization to a user-defined service catalog

We have a requirement to assign cases automatically based on the case description and the assignments of similar content from the past. The classification model is self developed in customized entities wich are two-tiered and maps service catalog items and so-called configuration items, each of which is assigned to the service catalog item.

The requirement is as follows:
1. case is created by the customer
2. based on the information provided, the text in the description field and other information about the customer should be analyzed and the appropriate service and the corresponding CI should be selected based on historical data.
3. the case is then routed to the corresponding queue and processed on the basis of this information. If the assignment does not match, the agent corrects it and routes the corresponding ticket.

Example:
1. customer writes in his case. That his printer at home in the office is no longer working.
2. the description field is searched accordingly and based on the keywords printer and printer at home all past cases are searched and the highest hit rate should be the corresponding Service Catalog item: Print Services and the CI: Desktop Printer

What approach would you recommend to realize this?

Thank you very much for your support and ideas

Daniel

Categories:

Other

Queues and Routing

Case Management

Entitlements / Service Level Agreements (SLA)

Hi!

Automating case categorization based on past case data and assigning it to the correct service and configuration items (CIs) can be accomplished through a combination of AI-powered features and custom workflows within Dynamics 365. Here are a few steps and approaches that can help achieve your requirements:

AI Model for Case Classification

Dynamics 365 offers Customer Service Insights and AI Builder that can assist in analyzing case descriptions and past case patterns. You can train a classification model using AI Builder with historical case data, allowing it to predict and assign the appropriate service catalog items and configuration items (CIs) based on text analysis and keyword matching.

Custom Workflow/Power Automate Flow

Create a Power Automate flow that triggers when a case is created. The flow can analyze the text in the case description field using the AI model or an external service (such as Azure Cognitive Services for natural language processing) to identify key terms and match them with your pre-defined service catalog and CIs.

Routing the Case

Once the service and CI are identified, the case can be automatically routed to the appropriate queue using Dynamics 365’s Routing Rules. If there’s a mismatch, agents can manually adjust it, and this data can be fed back into the AI model to improve future predictions.

Historical Data Matching

Using Relevant Case Recommendations in Dynamics 365, you can refer to past cases by analyzing keywords like “printer” or “home. " Based on the description, it provides case agents with a list of similar cases, helping with service catalog and CI selection.

Example Implementation

The customer raises a ticket: “My printer at home isn’t working.”
Workflow or AI model: Identifies keywords and searches for similar historical cases.
Mapping: Maps the issue to the correct Service Catalog (e.g., “Print Services”) and CI (e.g., “Desktop Printer”).
Assignment: Automatically assign the case to the appropriate team.

Quick Links

Leaderboard