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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Lines of business
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Lines of business

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Posted on by CrmDvlpr 26

I’m looking for guidance on how Lines of Business (LoB) are used within Dynamics 365 Customer Service. Currently, they appear in two places:
a. Lines of Business (multi‑select option set) on Email Templates.
b. Lines of Business (IntentFamilies) used by the Customer Intent AI agent.

Questions:
1. Are these two features connected out of the box?
2. If so, how are they connected?

 

Purpose:

I am exploring the use of Lines of Business on Email Templates and want to ensure that the structure I define is scalable and can also be leveraged by the Customer Intent agent.

 

Thanks for your help !
Categories:
Dynamics 365 Customer Service
I have the same question (0)
  • Suggested answer
    11manish Profile Picture
    11manish 113 on at
    No.

    The Lines of Business field on Email Templates and the IntentFamilies used by the Customer Intent AI agent are not automatically connected by default in the platform.

    They serve different purposes and are managed in different components of the system.
    1. Lines of Business on Email Templates
    This is typically a multi-select option set used to:
    • Categorize email templates by business area
    • Filter or organize templates for agents
    • Support governance of template usage
    2. IntentFamilies in the Customer Intent AI Agent
    The Customer Intent feature uses Intent Families to group related intents detected from customer conversations.
     
    Can they be aligned for scalability?
    Yes — but it requires custom design.
    Many organizations create a common taxonomy for:
    • Lines of Business
    • Intent Families
    • Case categories
    • Knowledge articles
    • Email templates
    They are conceptually related but technically separate unless you implement a custom alignment.

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