Get started with Customer Service Insights

Business User
Functional Consultant
Dynamics 365
Customer Service Insights


Effective November 2020

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more.

  • Some terminology in Microsoft Dataverse has been updated. For example,entity is now table and field is now column. Learn more.

Modules will be updated soon to reflect the latest terminology.

Microsoft Dynamics 365 Customer Service Insights uses AI to automatically group your cases into topics by using natural language understanding, such as grouping defective product cases into a single topic. Topics allow you to discover and adapt to current and emerging trends, identify problem areas, and improve brand sentiment. By pinpointing and fixing issues before they impact customers, you can deliver better customer service experiences. This module will examine how Customer Service Insights can impact your organization.

Learning objectives

In this module, you will:

  • Learn about Customer Service Insights and what it can provide for an organization.
  • Examine the process for connecting Customer Service Insights to your organization's support data and how to use workspaces to handle different support environments.
  • Review the different visual interfaces, such as how to use dashboards and chats to explore customer service statistics in depth.
  • Discover the different dashboards and the filter and data presentation options that are available.
  • Learn about the Topics feature in Customer Service Insights, discover how topics are created, and review the different configuration options that are available.


Knowledge of Dynamics 365 Customer Service