Bring your data from data sources such as Salesforce, Zendesk, ServiceNow, or others

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Important

This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Note

These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review What’s new and planned for AI for Customer Service. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).

Dynamics 365 Customer Service Insights works with more than data from Dynamics 365 for Customer Service. Through data integration with Common Data Service, organizations can connect to case management systems like Salesforce, Zendesk, ServiceNow, or to other data sources.

When connected to a data source:

  • Users can customize data mapping to ensure Customer Service Insights pulls data from the correct fields.

  • Data integration projects can be refreshed on a schedule. (Note that the Customer Service Insights workspace will still refresh daily).

  • Organizations can use other capabilities of Common Data Service with this external data, including creating applications with PowerApps or automating workflows with Microsoft Flow.