Public Preview: Topic analysis

Dynamics CRM 2016
 

Updated: August 15, 2017

Applies To: Dynamics 365 (online), Dynamics CRM Online

You're a service manager responsible for handling service cases. You want to know what topics/issues are reported in service cases so you can take action to reduce future incidents of such cases. For example, you can create a new knowledge article or take feedback to the product team to fix a certain issue. The topic analysis feature uses Microsoft Cognitive Services to automatically identify topics occurring in cases. It includes support for both out-of-box and custom relationships.

System_CAPS_importantImportant

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. More information:  Topic Detection

System_CAPS_noteNote
  • This feature is currently only available for instances in the United States (US) region.

  • A preview feature is a feature that is not complete, but is made available before it’s officially in a release so customers can get early access and provide feedback. Preview features aren’t meant for production use and may have limited or restricted functionality.

  • We expect changes to this feature, so you shouldn’t use it in production. Use it only in test and development environments.

  • Microsoft doesn't provide support for this preview feature. Microsoft Dynamics 365 Technical Support won’t be able to help you with issues or questions. Preview features aren't meant for production use and are subject to a separate supplemental terms of use.

Send us feedback

We'd love your feedback on the topic analysis feature! To send us your feedback, register your account on the Microsoft Connect site, and then submit your feedback.

To enable Text Analytics, do the following:

  1. Go to Settings > Administration.

  2. Click System Settings and open the Previews tab.

  3. Under Text Analytics Preview for Case Topic analysis, Suggest Similar Cases and Suggest Knowledge Articles, set the Enable Dynamics 365 Text Analytics Preview to Yes.

  4. Click OK to give your consent.

  5. Click OK to close the System Settings dialog.

f you haven't already, create the Cognitive Services Text Analytics service connection. Set the text analytics connection

Once you have a connection to the Cognitive Services Text Analytics service, you can create models to automatically identify topics occurring in cases.

  1. Click Settings > Service Management > Automatic Case Topic Analysis Settings

  2. In the Topic Models list, click New.

  3. Enter the following information, and then click Save.

    Item

    Description

    Name

    The name of the topic model.

    Maximum Topics

    The maximum number of topics to be provided, between 0 and 1000.

    Source Entity

    The entity whose records are used for topic analysis.

    Configuration

    Configuration to be used for topic analysis. This value is added in the steps that follow.

    Build Recurrence

    How frequently topic analysis is done. This value is added in the steps that follow.

    Description

    A description of the topic model.

  4. In the Topic Model Configurations area, click Add Topic Model Configuration record (Add button), and then on the New Topic Model Configuration page enter the following information.

    Item

    Description

    Name

    The name of the topic model configuration.

    Data Filter

    Optionally, you can click Edit Filter (Filter button), to add a new filter or edit an existing filter for data to be used for topic analysis. For example, you can create a filter to use Cases created in the last 6 weeks.

    Time Window Filter

    Filter for the last number of days or weeks. Select Last N Weeks or Last N Days. Then, click the box next to your selection and enter the number of weeks or days.

    Description

    Optionally, enter a description for the topic model configuration.

    Topic model configuration
    1. Scroll down to review the Topic Determination Fields. If there are no mappings, click Save to create the record.

    2. Entity mappings control the entities and fields that will be used for keyword matching, which determines what topics to surface. Notice sample mappings are added. You can create new mappings and delete an existing mappings. To create a new mapping, click New (Add button), and on the New Text Analytics Entity Mapping page provide the following values, and then click Save & Close.

      Item

      Description

      Entity

      Select the entity to be used for the topic analysis mapping. You can select either an out-of-box entity or a custom entity that has a one-to-many (1:N) or many-to-one (N:1) relationship to the source entity.

      Field

      Field for the entity that you selected from which data will be used for topic analysis. For example, the Description field for the Phone Call entity.

    3. Close the Topic Model Configuration page.

  5. Test, schedule, and activate your topic model. Each time the model is built either by building by clicking TEST or due to a scheduled build, topics for records are generated with Cognitive Services Text Analytics.

    1. First, test your topic model to make sure its working correctly. On the topics model page, click TEST, and then click OK to execute an immediate run of the topic analysis, which performs an end-to-end test.

    2. In the Build Execution History area, review the following information you've attempted to complete the test run.

      Item

      Description

      Topic Model Configuration

      The name of the topic model configuration.

      Test Execution

      Indicates whether the model execution was a test run.

      Created On

      Created time of the topic analysis execution history.

      Start Time

      Start Time of the topic analysis execution history.

      Status

      Status of the topic analysis execution history. Failed runs must be resolved before you can activate the topic model.

      Status Reason

      Description of the topic model build run results.

      Duration (in mins)

      Time taken for topic model build execution.

      Number of Records Synchronized

      Number of records used for topic model build execution.

    3. After a successful test, on the topics model page, select the topic model and then click SCHEDULED BUILD on the menu bar to specify when and how frequently to perform a topic analysis build. Click OK to save your values.

    4. Notice that the scheduled build won't run unless the topic model is activated. Click Activate to activate the topic model.

With service case topic analysis set up and running, you can now quickly view current and frequent customer service issues.

  1. Go to Service > Cases.

  2. On the right-hand side of the screen, click the arrow to expand charts.

  3. Select the Case Topics chart.

  4. Review the Case Topics chart. Larger text means more cases with that topic. Click any topic to see the associated service cases.

    Topic analysis case topics chart

  5. Review the Case Trend by Topics chart to see the trend for the most common topics.

System_CAPS_tipTip

You can add the Case Topic and Case Trend by Topics chart to a dashboard for convenient viewing. See Help & Training: Work with, create, or customize dashboards.

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