AI model-based suggestions for similar Cases and Knowledge Articles within Dynamics 365 CRM

Introduction

Using AI-based suggestions for similar Cases and Knowledge articles that have been successfully resolved and published previously helps a Salesperson in swiftly finding the proper solutions which increases the salesperson’s productivity in providing better and faster service to the customer.
The AI-based recommendations for similar cases and knowledge articles appear in the smart assist pane, which is an intelligent assistant that delivers real-time advice to the salesperson, assisting the salesperson in taking action during customer interactions.
The AI suggestions are based on a set of pre-trained natural language comprehension models that assist the salesperson in swiftly locating relevant knowledge articles and similar cases based on the context of current active cases.

Enable AI suggestions for similar cases

In order to get the AI-based suggestions for similar cases and knowledge articles, we need to enable AI suggestions for similar cases and knowledge articles…

Source link