D365 Customer Service Insights Environments

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Hi, In the last 6 months my organisation has started using D365 CE, having now accumulated many cases I want to take advantage of Customer Service Insights.

We initially turn on the Model Driven App version but it has rendering problems that are investigation however I wanted to reach out to ask if any one has experienced a similar issue with any of the visuals...our experience has varied but currently the Topics visual doesn't load and eventually the form times out.

In the meantime we turned to the stand alone app https://csi.ai.dynamics.com/ but I'm unable to create workspaces and therefore can't connect to our instances.

Any comments/advise on the above would be appreciated.

Thanks

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Tessa Kloster on at

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RE: D365 Customer Service Insights Environments

Hi Shilpa - once the reports are enabled they can be assessed through the Service > Insights area in Customer Service Hub or by adding a new tab in Customer Service Workspace. You might also want to check what permissions/role you're access the application with, as the reports need to be shared to the respective roles. More information is here: docs.microsoft.com/.../configure-cs-historical-analytics-csh

Thanks,

Tessa

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Shilpa Pahuja 47 on at

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RE: D365 Customer Service Insights Environments

Hi Tesaa,

I am also facing issue, i have enabled all 3 reports from Service Management settings, however i can see any tab for Analytics to view those report. Where should i navigate to view those reports

Any guidance would be appreciated

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Shilpa Pahuja 47 on at

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RE: D365 Customer Service Insights Environments

Did your issue resolved, i am also not able to create workspaces for my instance as no options available

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Tessa Kloster on at

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RE: D365 Customer Service Insights Environments

Thanks Stew and sorry to hear it's been difficult to resolve - looking at your description it seems you may have hit an known issue that's being resolved but I'll confirm with the team using the org ID you shared in the private message. Although the embedded reports are still in preview they are on track to GA and we want to ensure new users pick up the latest and greatest instead of having to migrate later. We'll keep working on resolving your issue and appreciate your feedback, if there are additional features or capabilities you're looking for please let us know either here or at https://aka.ms/csiideas!

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Community Member on at

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RE: D365 Customer Service Insights Environments

Thanks Tessa, That does explain it although the Enterprise version is still in Preview therefore the support is a little slow...I would have thought the stand alone app would have continued to be able to be used until the the Enterprise version was fully supported. Specifically, most of the visuals render but the Topics to Watch, Key Insights Discovered and KPI Insights all the Summary tab hang and eventually all visuals disappear and a red ribbon appears at the top of the form with the message 'There was a problem rendering your report, please try again. If the problem persists, please contact Microsoft'. Interestingly, it's still possible to hover the cursor over various areas of the form to get the tool tip of the non visible metric. I'm beginning to think it's the number of cases we have that might be causing the issue...I try our other environments and it seems to work ok. We have had limited support from MS so feel as though we're on our own with this one. The biggest issue is my organisation are comparing other services to gain insights to our customers quicker and this issue isn't doing anything for their faith in D365 or Microsoft.

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Tessa Kloster on at

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RE: D365 Customer Service Insights Environments

Hi Stew - the reports in the standalone application are moving into the Customer Service Enterprise experiences, which is why you're no longer able to create a workspace. More details are documented here: Customer Service Insights | Microsoft Docs Can you confirm those are the reports you've enabled and are seeing rendering issues with? Any additional details you have would be helpful in troubleshooting, I've sent you a direct message as well.

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