“Update – The Cognitive Services Text Analytics Topic Detection API required for this feature will be removed as of August 24, which means this feature will no longer work after that date and a topic analysis run will return an error.”
Text Analytics Preview feature is currently available for instances in US region. Topic analysis can be used to automatically identify topics that occurs in cases.
To enable the preview, go to System Settings – Preview tab and select Yes for Text Analytics Preview.
Click OK to confirm.
Next go to Administration and click on Azure Machine Learning Text Analytics Service configuration to configure the service.
Here we would need the Azure service URL and the Azure Account Key to configure it.
To do so, go to Azure Portal
Search for Cognitive Service Accounts
Click on Add and Specify required information.
Select Text Analytics API as API Type.
Click on create to create the service account.
Copy the Endpoint of the created Cognitive service account which will be used as Azure Service URL in CRM.
Similarly select Keys, and copy one of the Key which will be used as Azure Service Key in CRM.
Specify the values in the Text Analytics Connection record.
Click on Test Connection to test the connection.
After successful test, click on Activate to activate the connection.
Next let us create a Topic Model which will be used to identify topics occurring in the cases.
Go to Service Management – Automatic Case Topics Analysis Settings
Create a new Topic model record
Create a related Topic Model Configuration record.
It auto populates the Topic Determination Fields which we can edit\add.
Specify the configuration record created in the Configuration lookup of Topic model record.
Click on Test to the configuration.
Build Execution History tab shows the status of the test run.
The build can be scheduled.
Once we have tested the configuration we can then activate the model.
Once Activated, we can them manually trigger the build using Build button
We can check the status of the build in the build execution history tab. Below record shows the build to be succeeded, duration it took i.e. 6 minutes, number of records it synchronized i.e. 159 and topics identified as 9.
To see it in action, go to Active Cases view and select Case Topics chart which lists the topics.
Hope it helps..