Public Preview: Topic analysis

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.

In This Topic

• Enable Text Analytics

• Connect Dynamics 365 (online) to the Cognitive Services Text Analytics service

• Create a topic model

• View recent case topics

Enable Text Analytics

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.

Connect Dynamics 365 (online) to the Cognitive Services Text Analytics service

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

Create a topic model

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 (), 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 (), 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.

   

   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 (), 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.

View recent case topics

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.

   

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

See Also

Public Preview: Microsoft Cognitive Services integration

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