Configure Automatically suggest knowledge articles using Cognitive Services Text Analytics (Preview) in Dynamics 365 (online)

As a first step, we need to set up Text Analytics Service and connect it to our CRM Online. Follow the below post for that

https://nishantrana.me/2017/03/24/configure-case-topic-analysis-using-cognitive-services-text-analytics-preview-in-dynamics-365-online/

Next, we need to set up Knowledge Search field settings

For this go to Settings – Service Management and click on Knowledge Search field Settings

There click on New to create a new Search Model record.

Below we have specified case as our source entity. Click on Save.

Next, we need to define Keyword fields for our model, click on + to create a new text analytics entity mapping record.

To keep things simple, we have selected entity as Case and Field as Case Title based on which suggestions will be made. Save the record.

Click on Activate to activate the model.

Next, we need to modify the Case form to include knowledge base suggestions

Open the Conversation Tabs, go to Knowledge Base Search and select Text Analytics for Give Knowledge base suggestions as described below and publish the form

Open any of the case record, go to KB Records. Here based on the Case Title, the text analytics picks up the keyword “Delay” and shows/suggests the corresponding KB Articles matching that keyword.

Get all the details here

https://technet.microsoft.com/en-us/library/mt703319.aspx

Hope it helps..

Configure Document Suggestions using Cognitive Services Text Analytics (Preview) in Dynamics 365 (online)

Let us take a simple example to understand how to configure Document Suggestion preview feature.

To do so first we need to enable Text Analytics Service, Connect it to our CRM Online and configure similar record suggestions. Please follow the below post for all the details.

https://nishantrana.me/2017/03/27/configure-similar-record-suggestion-using-cognitive-services-text-analytics-preview-in-dynamics-365-online/

Go to Settings – Document Management – Manage Document Suggetions

Select the entity for which we want to enable it, as we had our similar record suggestions enabled for Case we select the Case entity here.

Click on Apply.

Now as we already have Similar Record Suggestions configured for Case entity, for a case record with Delay keyword in its title we get the below suggestions

So, for Delay in Dispatch record we are getting Delay in service, delivery and shipment as suggestions as similar cases.

Now what we have done over here next is that we have attached document(s) to each of these case records.

For Delay in Dispatch case record –

For Delay in Service case record –

For Delay in Shipment record we have 2 document attached.

For Dispatch in Delivery case record we do not have any document attached yet.

Now let us open case with title “Dispatch in Delivery” and go to its Documents related records and click on Show Suggestions button

A dialog opens which list all the documents that are associated to the case records similar to the Delay in Delivery record i.e. all the remaining case records having delay keyword in its title.

Select documents and click on Copy.

Documents Copied to the Delay in Delivery record.

Hope it helps..

Configure Similar Record Suggestion using Cognitive Services Text Analytics (Preview) in Dynamics 365 (online)

As a first step, we need to enable text analytics and connect it to CRM.

Follow the below post for enabling text analytics, connecting CRM online to Text Analytics service.

https://nishantrana.me/2017/03/24/configure-case-topic-analysis-using-cognitive-services-text-analytics-preview-in-dynamics-365-online/

As a next step, we need to configure Similar Records Suggestions, for that go to

Settings – Data Management – Similar Records Suggestions settings

Click on New to create a new similarity rule record

Below we have created rule with Case as source entity and specified Yes for “Use Text Analytics for Target Match”

After we have created the similarity rule, we need to define the fields based on which matching will be done and suggestions will be made.

Here we have specified Criteria as Text Match, which would match the Text for the field Case Title of the Case Entity.

Save the above record and click on Activate to run the similarity rule.

Open any of the existing case, in our below scenario we have opened the case with title “Delay in Shipment” and click on +

This opens up the dialog that shows similar cases (with title having Delay word in it) using Text Analytics Service configured.

What happens if we deactivate the Similarity Rule?

We get the below error –

Checking the metric in the Text Analytics API.

Get all the details here

https://technet.microsoft.com/en-us/library/mt703318.aspx

Hope it helps..