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Dynamics 365 Community / Forums / Customer Service forum / Dynamics 365 for Custo...
Customer Service forum

Dynamics 365 for Customer Insights vs. Dynamics 365 for Customer Service Insights

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Posted on by Community Member

Hello,

Does anyone have a good explanation for what's the difference between Dynamics 365 for Customer Insights vs. Dynamics 365 for Customer Service Insights? Are they two different app offerings, or are they the same? What are the key differences between the two?

Any feedback would be appreciated! Thanks!

I have the same question (0)
  • Verified answer
    Tessa Kloster Profile Picture
    Tessa Kloster Microsoft Employee on at

    Hi D365_Eric - Dynamics 365 Customer Insights and Dynamics 365 Customer Service Insights are two separate offerings with different business focuses and capabilities.

    Customer Insights provides a single view of customers to optimize engagement and drive personalized experiences. This view can be built across a number of data sources, with recommendations based on AI and machine learning to resolve customer identities. The result is a ready-to-go customer data platform (CDP) that helps marketing, sales, and service professionals deliver exceptional one-on-one interactions.

    Customer Service Insights helps customer service managers better understand their support organization and identify opportunities to improve. Using AI and natural language understanding, CS Insights understands similar customer issues and groups them into topics making it easier to understand the impact of common and emerging topics on key customer service metrics such as customer satisfaction, resolution time and more.

    The capabilities are not overlapping and there are benefits for using both products within an organization. 

    Hope that helps clarify!

  • Community Member Profile Picture
    Community Member on at

    Hi Tessa,

    Thank you very much for your reply and information!

    I have one follow-up question:

    My understanding is that "Customer Service Insights" is included in the Dynamics 365 for Customer Engagement plan. I have set up a free-trial of Dynamics 365 for Customer Engagement, but I am not able to locate Customer Service Insights. I have checked under the Applications menu tab in the Dynamics 365 Admin Centre. I could see "Dynamics 365 Sales Insights" listed there as Not Configured, but I don't see Dynamics 365 Customer Service Insights listed.

    Is it not included in a free-trial, or am I looking at the wrong place?

    Please advise me if you know the information.

    Thank you!

  • Verified answer
    Tessa Kloster Profile Picture
    Tessa Kloster Microsoft Employee on at

    Good question, Customer Service Insights is included in the Customer Engagement plan however the Customer Service Insights product is a standalone app and doesn't need to be enabled from the admin center.

    You can go to https://csi.ai.dynamics.com to log into Customer Service Insights and then connect it back to your Dynamics 365 or CDS environment. We're working on making it more discoverable from the portal as well. 

    Users can also sign up for a free Customer Service Insights trial directly from the same URL or from https://dynamics.microsoft.com/ai/customer-service-insights/. 

  • Community Member Profile Picture
    Community Member on at

    Hi Tessa,

    Thanks for the response! I have successfully connected Customer Service Insights with my free trial of Dynamics 365 for Customer Engagement.

    However, I notice that the data doesn't appear to be "synced" between the two. For example, I installed sample data (i.e. case records) in my Dynamics 365 instance after I have connected Customer Service Insights to it, but the sample data doesn't appear to be showing up in Customer Service Insights, even after refreshing it.

    Am I missing anything?

    Your inputs are greatly appreciated.

    Thank you!

  • Verified answer
    Tessa Kloster Profile Picture
    Tessa Kloster Microsoft Employee on at

    It could be related to one of the limits within Customer Service Insights - two that come to mind are the time period of the data imported (records created in the last 60 days) and a minimum number of similar cases to create a topic (at least 3 related cases).

    The scheduled data refresh in Customer Service Insights only runs once a day unless there is a settings change, so it's also possible you need to wait until the nightly refresh to see the latest cases. If none of these seems to be the issue you're hitting just send me a direct message and we can dig in further!

  • Community Member Profile Picture
    Community Member on at

    Hi Tessa,

    Thanks again for the inputs, those limits are helpful to know!

    Can Customer Service Insights be connected with Dynamics 365 On-Premise? I assume it can only work with Dynamics 365 Online, and on-premise customers would only be able to use Customer Service Insights as a stand alone application, am I correct?

    In Customer Service Insights, on the Customer Satisfaction dashboard, would you know where the CSAT and Survey numbers are coming from? If my data source is Dynamics 365, does this mean I would have to implement surveys and collect CSAT scores in Dynamics 365 in order to make use of those charts in Customer Service Insights? Is CSAT out of the box in Dynamics 365?

    Thank you again for all the feedback!

  • Tessa Kloster Profile Picture
    Tessa Kloster Microsoft Employee on at
    Hi Eric - Customer Service Insights connects to data in the Common Data Service which has data integration capabilities that allow customers to bring in data from a number of sources including on-premises sources. Customers with on-premise data can use those data integration features with the on-premise data gateway to import their data to a CDS environment and then connect Customer Service Insights to the same environment.

    The calculations around CSAT and surveys are pulled from the "CustomerSatisfactionCode" or whichever field is mapped to the "Satisfaction" destination field in the custom data mapping in Customer Service Insights. More details on the specific dashboards can be found in the dashboard reference such as this one for Customer Satisfaction. That field can be populated directly from survey features in the platform like Forms Pro or could be imported from other sources through data integration. 

    For more resources you may also be interested in the recent Customer Service Insights sessions at the Microsoft Business Application Summit:

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