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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:
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.
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.
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.
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.
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