Dynamics 365 Customer Service: Agent suggestions for similar cases and knowledge articles

In this feature overview video series, we highlight new capabilities included in the latest update to Dynamics 365 Customer Service. Agent suggestions for knowledge
Without artificial intelligence (AI), agents spend time searching for and scanning knowledge articles to determine if they are relevant to the active case they are working on. This delays customer service and resolution time. AI helps proactively surface the best knowledge articles by parsing through thousands of articles, taking case context and previous history into account. Key highlights of this feature include:
• AI-driven knowledge article suggestions based on case context and historical success rate.
• A comprehensive feedback mechanism to continuously improve the recommendation model. Agent suggestions for similar cases
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, we can proactively suggest the right cases by parsing through thousands of cases, 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. 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. Get the most out of Dynamics 365 Release plan
View all capabilities included in this release: https://aka.ms/Plan/2020RW2/CustomerService Product updates
Stay up to date on latest product updates: https://aka.ms/Updates/CustomerService Release calendar
Know important release milestones: https://aka.ms/Updates/Calendar/CustomerService Licensing
Improve your understanding of how to license Dynamics 365: https://aka.ms/Licensing/CustomerService Product documentation
Find documentation for Dynamics 365: https://aka.ms/Documentation/CustomerService User community
Engage with Dynamics 365 experts and peers in the community: https://aka.ms/Community/CustomerService Upcoming events
Find and register for in person and online events: https://aka.ms/Events/CustomerService Product trials
Get started with Dynamics 365: https://aka.ms/Trials/CustomerService Thank you for watching our video! Stay up-to-date with the latest news and updates from the Dynamics 365 Team by visiting: https://dynamics.microsoft.com/en-us/ The opportunities don’t stop there! We urge our community to continue learning through the following resources: Content Library: https://explore.dynamics.com/h/ Dynamics 365 Blog: https://cloudblogs.microsoft.com/dynamics365/ Free trial: https://trials.dynamics.com/Dynamics365/Signup Subscribe to Dynamics 365 YouTube: http://www.youtube.com/c/MicrosoftDynamics365 Dynamics 365 on Facebook: https://www.facebook.com/msftdynamics365/ Dynamics 365 on LinkedIn: https://www.linkedin.com/showcase/microsoft-dynamics/ Dynamics 365 on Twitter: https://twitter.com/MSFTDynamics365?lang=en #Microsoft #MSDyn365 https://www.youtube.com/watch?v=ROn5_7fMUYc