Agent suggestions for similar cases
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.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Aug 3, 2020 |
Oct 1, 2020 |
Business value
Agents typically use several resources to efficiently resolve customer cases and provide consistent responses. These include referring to knowledge articles, collaborating with other agents or experts, and reviewing active or successfully resolved similar cases. With the use of AI, suggestions about similar cases help agents find the right solutions quickly, increase agent productivity, and provide better and faster service to customers.
Feature details
Very often, agents spend time searching and scanning for similar cases to determine if they are relevant to the active case they are working on. This delays customer service and resolution time. With AI, right cases are automatically suggested from all cases that were resolved successfully in the past, taking case context and previous history into account. Additionally, agents can also see and collaborate with the agents who serviced those cases and are considered as experts.
The key highlights of this feature include:
- AI-driven case suggestions based on case context and historical success rate.
- Secondary actions that agents can take, such as collaborate with an expert, after a similar case has been found.
- Continuous improvement of the recommendation model through comprehensive feedback mechanism.
See also
View AI-suggested similar cases and knowledge articles (docs)