What is Dynamics 365 Customer Service Insights?

In this blog post, we’ll review what Dynamics 365 Customer Service Insights is and why these insights are important, as well as highlight some of the key features of the program.

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Paige Straky


One of the most important parts of running a business is keeping your customers happy. As a Customer Service Manager, you might be looking for an easier way to maintain and improve your customer experience, and selecting software to help you do so might be difficult. With Dynamics 365 Customer Service Insights, it’s easier than ever to dive deeper into what your customer wants and needs.  Using AI and BI capabilities, Dynamics 365 Customer Service Insights provides you with the data you need to identify problem areas and increase productivity.

What is Dynamics 365 Customer Service Insights?

Dynamics 365 Customer Service Insights is a critical element of Microsoft’s customer data platform that gives you insight to your customer’s behaviors and expectations. This service provides a full perspective of your customer’s interactive patterns and agent performance. The use of AI capabilities increases the speed of gathering and grouping data. With built in topic clustering, data is automatically analyzed and organized as top-trending topics, and added to the corresponding group.  By consolidating valuable information such as performance metrics and operational data, Dynamics 365 Customer Service Insights supports you in improving overall customer service and driving efficiencies. Not only does this increase agent productivity, it allows you to start implementing data-driven solutions.

Dynamics 365 Customer Service Insights Summary Dashboard Analytics

Why are Customer Service Insights Important?

Your consumers are the most important aspect of your business, meaning it’s important to keep in touch with emerging trends and stay proactive in keeping them satisfied.  Customer Service Insights from Dynamics 365 allows you to identify problems ahead of time, resulting in better planning and stronger outcomes.

Retention, Revenue, and Reputation

It’s easier to keep a customer rather than acquire a new one. Providing excellent customer service is the easiest way to ensure customers continue purchasing your products, resulting in more accurate predictions, and laying solid groundwork for the future. Recurring customers are vital to revenue, and comprehensive customer service is vital to retention. Another important aspect to consider is the reputation your business keeps. Positive reviews result in a positive brand image. A good reputation has a huge impact on employees, investors, and customers, and can lead to overall growth.


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Key Features of Dynamics 365 Customer Service Insights

Customer Service Insights has many applications that can drive your efficiencies and sustain growth. Some important features include:

Topic Clustering

With AI driven capabilities, Dynamics 365 Customer Service Insights automatically analyzes and organizes similar cases into topics. It has a comprehensive knowledge of text semantics, allowing cases with different wording to still be grouped together. This feature saves time that would otherwise be spent manually categorizing and reduces the risk of having multiple of the same topic. Customer Service Insights also allows you to update your topics as your service improves. It provides you with configurable settings to manage your AI algorithms.

Knowledge Search Historical Analytics

This feature gives you, as a Customer Service Manager, insight into how well your agents are finding and applying knowledge articles to help customers. These analytics inform you on what agents are searching for the most and help to highlight what customers might need the most.

Dynamics 365 Customer Service Insights Historical Analytics dashboard

Similar Case Suggestion

Agents frequently must spend time scanning cases to find solutions for their customers, which can add significant time to solving a case. AI suggestions based on historical performance and context will help agents in finding similar cases, as well as providing secondary actions. With automatic suggestions, agents can find resolutions faster and improve overall customer satisfaction.

Benefits of Dynamics 365 Customer Service Insights

Using a unified infrastructure of technology is essential when it comes to strategy building and preparing your customer service agents. Consider these benefits when using customer data to enhance your services:

  1. Data Consolidation – The Dynamics 365 Customer Insights integrates data from a wide range of sources. By consolidating your customer’s behavioral, transactional, and observational data, you can stay one step ahead and spend the time needed sustaining valuable customer relationships.
  2. Smarter Suggestions – AI-driven recommendations allow you to gain an overall perspective of your customer’s wants and needs. You have the ability to predict problems and establish next steps faster than ever. By nurturing these customer interactions, you are automatically creating a stronger relationship that can be applied across platforms like your website or advertising campaigns.
  3. Predictive Scoring – Integrating AI into your business can open new opportunities for you to predict and manage leads. Maximizing the personalization of your service is beneficial to Customer Service Managers who are looking to gain more accurate outcomes and overall customer satisfaction.
  4. Integration – You can improve engagement by streamlining tasks across other Dynamics 365 applications. As a Customer Service Manager, integrating this data will help you build a comprehensive view of your customer’s journey.


Creating strong customer relationships is vital to your business’s success. Dynamics 365 Customer Service Insights allows you to optimize your analytics and insights, which can help nurture and sustain your customer satisfaction rate. Take advantage of AI capabilities by using Dynamics 365 Customer Service Insights to provide the data you need to identify problem areas and increase the productivity of your agents. With a low code development platform, you can develop deeper customer insights and build custom apps to advance your company’s overall efficiency.

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