Knowledge Analytics Report in Dynamics 365 Customer Service


Introduction:

The “Customer Service Insights” is now embedded in the Dynamics 365 customer service with the inbuilt AI capabilities. In the previous blog, we have already seen the “Customer service historical analytics” report which helps the service agents and managers to view historical analytics directly within the customer service.

In this blog, we will have a walkthrough of another such AI-driven out-of-the-box report called “Knowledge Analytics”.

The knowledge analytics provides two inbuilt dashboards – “Search term insights” and “Article insights” – which are designed to provide knowledge article managers with valuable knowledge insights about how the customer support service agents are finding and using knowledge articles while working on any case. This allows the knowledge manager to see historical knowledge analytics directly within the Customer Service which helps to identify searches that are common and surfaces the knowledge base article…



Source link

More About This Author

Inogic
Inogic is one of the leading Microsoft Dynamics 365 ISV since 10+ years. Its flagship product Maplytics™ is a market leading certified (CfMD) geo-analytical mapping app. Maplytics empowers Dynamics CRM users across industries with the power of geographical data visualization, route optimization and along the route search with turn-by-turn directions, appointment planner, locational search by radius and shapes with drill-down filters and color-coded pushpins, heat maps, shape layers & territory management.
 
Inogic is renowned for its high quality and low-cost offshore development services and productivity apps like InoLink: QuickBooks + Dynamics CRM, User Adoption Monitor, Attach2Dynamics, Alerts4Dynamics Click2Export, Click2Clone, Kanban Board, SharePoint Security Sync, Lead Automation & Distribution, Map My Relationships, Auto Tax Calculator, Subscription and Recurring Billing and Marketing4Dynamics.

Author: Inogic

Inogic is one of the leading Microsoft Dynamics 365 ISV since 10+ years. Its flagship product Maplytics™ is a market leading certified (CfMD) geo-analytical mapping app. Maplytics empowers Dynamics CRM users across industries with the power of geographical data visualization, route optimization and along the route search with turn-by-turn directions, appointment planner, locational search by radius and shapes with drill-down filters and color-coded pushpins, heat maps, shape layers & territory management.   Inogic is renowned for its high quality and low-cost offshore development services and productivity apps like InoLink: QuickBooks + Dynamics CRM, User Adoption Monitor, Attach2Dynamics, Alerts4Dynamics Click2Export, Click2Clone, Kanban Board, SharePoint Security Sync, Lead Automation & Distribution, Map My Relationships, Auto Tax Calculator, Subscription and Recurring Billing and Marketing4Dynamics.

Share This Post On