Highlighting topics as automation candidates for Power Virtual Agents
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Admins, makers, or analysts, automatically |  Feb 3, 2020 |
Apr 30, 2020 |
Business value
Businesses will now find it easier to identify support topics that might best be handled by virtual agents to optimize self-service opportunities for customers.
Feature details
Dynamics 365 Customer Service Insights identifies key topics and support issues customers are facing. With the general availability release of Power Virtual Agents, users can select topics to be automatically imported as bot topics in Power Virtual Agents.
With 2020 release wave 1, the integration is further improved with suggestions for the best topics to automate based on a number of factors related to the topic, such as its overall impact and the channels where customers typically engage. These suggestions will appear on the home page of Customer Service Insights as a separate card, with links to the details for each topic.