Dynamics 365 Customer Service Insights - Conceptual Diagram



Link to the interactive and editable diagram below:

In my next article, I will be sharing more details about how to tweak Customer Service Insights:
  • Entity and fields mapping, including attention points if you need to change your mappings. (Ex: You can't directly map lookup fields from your Dynamics 365 Entities. You need to have text fields to map them to Customer Service Insights).   
  • Topics cleaning and granularity.
  • Attention point when using some of the Insights. Ex: By default, the "Customer Satisfaction Insights" are using the "Satisfaction" field on the Case Entity.