Are you the person involved in query resolution?
If yes, then this feature is surely going to interest you… It is human nature to search for an existing solution to a problem rather than resolving the case by starting afresh. Microsoft Cognitive Services helps us to find similar cases if any exist in the case system, so that we can use them to resolve the current case. Activating this feature requires some settings to be enabled and some rules to be defined.
To set up Dynamics 365 to automatically suggest similar cases, do the following:
We will be taking each step in detail below
To enable Text Analytics, do the following:
Microsoft Dynamics 365 features that use the Cognitive Services Text Analytics service for keyword matching, like Document Suggestions, similar cases, topic analysis, and knowledge article suggestions, require a Cognitive Services Text Analytics service connection. This connects Microsoft Dynamics 365 to the Cognitive Services Text Analytics service.
Following are required before we proceed:
|Azure Service URL (required)||The End Point URL from the Azure Account after subscribing|
|Azure Account Key (required)||Key generated by azure account after subscription for the text analytics|
On clicking the continue button, we are re-directed to the following page:
To get the highlighted “Azure Service URL” and the “Azure Account Key” following steps has to be followed.
Copy the Endpoint URL and the key to our “Text Analytics Connection” in dynamics CRM and put it to the “Azure service URL “and “Azure Account Key”.
Note: We need to wait 10 minutes to get the key activated andthen test the connection and activate.
We need to create rules to suggest similar records. We can only create one similar records suggestions rule for each entity type.
Create the matching field and activate the Record to enable the rule.
To enable a field for exact match, add the field in the Quick find view of the corresponding entity.
After setting the Azure services rules, we are now ready to see cases related to the ones we are working on currently.
Here, we have mapped the case title, so I am able to find similar cases where the text titles match to the current case.
In this case, there are 4 matches, I could click the one which is most relevant to me and take the solution from it for my current case to get resolved and click the “Found a solution” button to close the window.
A CRM developer who loves to read every spare minute she gets!
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