View AI-suggested similar cases and knowledge articles
While organizations can create their own Smart Assist bots, there are some AI-suggested options that are available out-of-the-box, as part of Dynamics 365 customer service. When you open an active case, agents can view suggestions about similar cases that were previously resolved successfully, and relevant knowledge articles that may help with resolving the case. These AI suggestions are displayed in the smart assist section of the productivity pane.
Article suggestions
Once AI suggestions are enabled, when you open an active case, up to three top knowledge articles that match the case context are displayed in the Smart assist pane.
Displays the information about the cards when selected.
Title of the related knowledge article.
More commands
Displays the actions that can be performed when you select more commands.
A brief summary of the knowledge article that the AI model generates.
Option to link the article with the case as a related article.
Displays the confidence score based on which the AI model selected the knowledge article.
Usually, the suggested knowledge articles are highly relevant to the context of conversations when the confidence score is above 80%. Suggestions with lower confidence score may still be relevant based on the semantic meaning of some key words in the conversation. The minimum confidence score is 65%.
Allows the user to provide input related to the relevancy of the article.
Yes: The label is highlighted, and the card remains on the pane.
No: The card is replaced with a new suggestion, if it exists.
Note
This feedback from agents is used by the AI model to retrain and improve the suggestions over time.
Displays information on the keywords that were used by the AI model to match the article.
If no knowledge articles match, then the card displays an appropriate message, such as "No suggestions found for knowledge article."
While working in the Knowledge article suggestion area, you can do any of the following:
Select an article title to open the article in a new application tab.
Select more commands to:
Copy URL: Select to copy the knowledge article link to the clipboard.
Email URL: Select to open the email compose form with the link to the article pasted in the email body.
Email: Select to open the email compose form with the contents of the knowledge article pasted in the mail body.
Select the link icon to associate the article with the case as a related article.
Similar case suggestions
Like knowledge articles, when you open an active case, up to the top three resolved cases you have access to are suggested by the AI model and displayed in the Smart assist pane. The suggestions made are based on case title and description. A system administrator can change this to use other text fields for the AI model if needed to get the case context.
The title of the similar case.
Summary of the case resolution that the AI model generates.
Displays the confidence score based on which the AI model selected the knowledge article.
Usually, the suggested cases are highly relevant to the context of cases when the confidence score is above 80%. Suggestions with lower confidence score may still be relevant based on the semantic meaning of some key words in the cases.
The minimum confidence score is 65%.
Blue bar indicates that the user hasn't interacted with the card yet.
When selected, links to the current active case or removes the link to the similar case.
When selected, displays information on the keywords that were used by the AI model to match the article.
Status of the similar case.
Displays the actions that can be performed when you select more commands.
If no cases match, then the card displays an appropriate message, such as "No suggestions found for similar cases."
While working in the Similar case suggestions area, you can do any of the following:
Select a case title to drill through the details of the resolved case.
Select more commands to:
Copy resolution: Select to copy the resolution notes information from the resolved case to the clipboard.
Email agent: Select to open the email compose form to send your questions to the agent who handled the similar case. The mail form opens on a new tab with the pertinent information and link to the resolved case filled in.
Select the link icon to link or clear the link with the similar case.
To learn more about AI-Suggested similar cases and knowledge articles, see: View AI-suggested similar cases and knowledge articles.