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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / [Update] New solutions...
Service | Customer Service, Contact Center, Fie...
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[Update] New solutions in April release for Customer Service Insights & Analytics

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Posted on by Tessa Kloster Microsoft Employee

Hello community! We wanted to share a quick update that in the April release we will have new solutions automatically installed as part of your Customer Service Hub deployment to allow admins to configure new insights and analytic capabilities. No end-user capabilities are enabled automatically.

The new solutions are: 

  • Analytics for Dynamics 365 (Preview) - This package will install “Analytics and insights (preview)” a settings site map along with the settings page which lets admin to control the feature visibility to users in your By default, the feature is off. Once admin enables it, this package will also provision Microsoft managed Azure Data Lake and replicates data from CDS to enable analytics and insights for your organization. 
  • Analytics for Customer Service (Preview) – This package will install the site map for users when admin enables Analytics reporting. Also please note that site map is not automatically installed for supervisor unless admin explicitly enables it in admin settings.  

Once installed, you will be able to:

  • install Customer Service Insights reports into the Customer Service Hub
  • Configure out-of-box analytical dashboards for core customer service reporting
  • Share the reports to specific roles and users

Here is a link to the product features for more information: docs.microsoft.com/.../configure-customer-service-analytics-insights-csh

As always we're looking forward to your feedback, please don't hesitate to post on the community or add to our ideas forum!

  • Aman Profile Picture
    Aman 15 on at

    service Customer Service Insights & Analytics is very good.

  • Chris Miles Profile Picture
    Chris Miles 10 on at

    Hi, 

    I've got an issue whereby I can access the Customer Service Insights Dashboard, but can't install and connect the from the Insights "getting started" link. This is just looping back to the MSA sign in page repeatedly. I also not that Customer Service Insights Solution hasn't installed. Any assistance in resolving this?

  • Tessa Kloster Profile Picture
    Tessa Kloster Microsoft Employee on at

    Hi Chris - thanks for reaching out, are you still hitting the issue? If so any additional information you can provide would be helpful, for example are you seeing this from the "Service Management" section in Customer Service Hub or at https://csi.ai.dynamics.com? You can also try using an InPrivate browser if you're trying to connect with an account different than your typical work account. Please feel free to send me a private message with more details so we can help resolve the issue!

    Thanks,

    Tessa

  • Rishab Profile Picture
    Rishab 10 on at

    Hi Tessa,

    I already have Customer Insights License. But still when I go to service management under customer service hub,

    I can't see Settings (Preview) for  Analytics and Insights.

    Please help

  • Tessa Kloster Profile Picture
    Tessa Kloster Microsoft Employee on at

    Hi Rishab - could you please verify the solutions I listed above are installed in the organization you're looking at? This page can help: https://port.crm.dynamics.com/G/Instances/InstancePicker.aspx?Redirect=False

    Also note only admin roles will see the site map entry before the reports are shared with other user roles (details here).

    Thanks!

    Tessa

  • Rishab Profile Picture
    Rishab 10 on at

    Hi Tessa,

    Thanks a lot for your quick reply. Yes, I am using admin account for all of this.

    But under Solutions, I cannot find the 2 solutions that you have listed above. Below is the screenshot of my solutions page:

    3326.pastedimage1590830718710v1.png

    And even though I registered for Customer Service Insights at https://csi.ai.dynamics.com/home and have enabled CSI license for my admin account, I cannot see D365 Customer Service Insights Application under my application:

    5327.pastedimage1590831163067v2.png

     Please suggest me how should I proceed next!

  • vipinkumar Profile Picture
    vipinkumar 5 on at

    I really love the service and i'm to be a part of Microsoft from last 5 years

  • kaks01 Profile Picture
    kaks01 5 on at

    Sounds great..... I am happy to hear it and will say thanks on the behalf of MeraGK

  • Hammed Profile Picture
    Hammed 366 User Group Leader on at

    Same for me too. I cannot see Settings in Analytics and Insights settings in my customer service hub settings. Did you find solution yet?

  • spiceagent11 Profile Picture
    spiceagent11 5 on at

    I too cannot see Settings in Analytics and Insights settings in my customer service hub settings VidMate . 

    Any leads?

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