Multiple languages support for AI-suggested knowledge articles and similar cases


This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Apr 30, 2021

Business value

Agents typically use several resources to efficiently resolve customer cases and provide consistent responses. Surfacing the best knowledge articles and similar cases with AI in the right languages helps agents find the right solutions quickly, increases agent productivity, and provides better and faster service to customers.

Feature details

Using AI, the feature gives agents suggestions on knowledge articles and similar cases in the Customer Service workspace and Omnichannel for Customer Service, based on real-time context in cases and conversations.

It helps agents with the following:

  • Find the right solutions.
  • Increase productivity.
  • Provide better and faster service to customers.

With general availability in 2020 release wave 2, this feature supported only English content and was available for administrators to set up only in organizations that had the base language set as English.

In this release, the following languages are supported:

  • French
  • German
  • Spanish
  • Dutch
  • Italian
  • Japanese

The regional deployments of this feature will start in late April 2021.

See also

Language support for AI suggestions (docs)