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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Model Pre-processing N...
Service | Customer Service, Contact Center, Fie...
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Model Pre-processing Not Completing in Smart Assist

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Posted on by NA-29071019-0
We have enabled Smart Assist suggestions in the Copilot Service admin center, but the model pre-processing never completes. We constantly see the message: 'The model pre-processing run is still in progress. Suggestions will be provided after the run is completed.' Even after waiting multiple days, the status does not change. The Last successful run field is empty, and no suggestions are generated in Dynamics 365 Customer Service.
Steps taken so far:
Verified that Case Title is mapped to Case summary and Description is mapped to Case details.
Confirmed that we have enough resolved and active cases, as well as published knowledge articles, available for training data.
The Run frequency is set to Daily, but no successful run has been logged.
Tried toggling the “Enable similar case suggestions” and “Enable knowledge article suggestions” settings off and on.
Environment type: Sandbox
Time since initial setup: [10 days]
Expected behavior:
The model should complete preprocessing at least once (Last successful run should display a timestamp), and suggestions should be generated for cases and articles.
Actual behavior:
Model preprocessing appears stuck indefinitely with no successful run.
Impact:
We cannot use AI-powered case/knowledge article suggestions, which impacts customer service productivity and case resolution.
Request:
Please investigate why the model preprocessing never completes in our environment and advise if this is a configuration issue, data limitation, or a known service bug.
Environment details:
Categories:
Dynamics 365 Customer Service
  • MVP-Daniyal Khaleel Profile Picture
    MVP-Daniyal Khaleel on at
    Model Pre-processing Not Completing in Smart Assist
    Based on what you’ve described, this isn’t behaving as expected. Normally, once Smart Assist is enabled in Copilot Service admin center, preprocessing should complete at least once within 24–48 hours if the mappings and data requirements are correct. Since it’s been 10 days, this points to either a service issue or a blocked configuration
     
    This does not look like a simple misconfiguration on your end . more likely a sandbox limitation or service bug.If possible, I’d recommend testing in Production (if you can safely) to confirm whether the issue is environment-specific

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