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.