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FAQ on AI suggestions for cases and knowledge articles

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Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

Note

Case information is applicable to Customer Service only.

A few answers to common questions about the AI-suggested similar cases and knowledge articles are listed here.

I’ve enabled suggestions, but smart assist keeps showing me "No suggestions found" message

This might be caused by one of the following reasons:

  • If it’s the first time you've enabled suggestions, it might take up to 24 hours to complete the preprocessing from your existing published knowledge articles and resolved cases before suggestions is displayed.
  • The first time preprocess operation handles up to 1,500 published knowledge articles and 10,000 resolved cases from the most recent ones. Older articles and resolved cases aren't picked up from the first time preprocessing, so they won’t be surfaced as suggestions.
  • Suggestions are displayed only for active cases. Suggestions are updated when an active case is created or updated.
  • The case title or description isn't clear enough to describe the problem. Therefore, the model can't find articles or similar cases that match what is described.

I get an error message that the selected language isn't supported

You need to make sure that your language setting matches one of the languages supported by AI suggestions. More information: Language support for AI suggestions.

I get an error message that detected language doesn't match the language settings.

The AI model is used to detect the language of the cases and conversations. If the language detected doesn't match the language in the settings or if the language isn't supported, suggestions aren't displayed. If the case or conversation doesn’t contain enough information or contains mixed languages, the AI model might not be able to detect the language correctly. More information on how language support works, see Language support for AI suggestions.

I get an error message in Suggestions settings page, “We couldn’t preprocess the case records or knowledge articles”. What should I do?

Check whether all the prerequisites are met for generating the models. Particularly:

  • Make sure all required workflow processes installed with the feature are activated.
  • Background operations are enabled when administration mode is enabled in the environment.For information about how to update the administration mode, go to Administration Mode.

If everything is correctly enabled but the error message still appears on the settings page the next day, contact Microsoft Support.

I've added more details about the problem in an active case, but the suggestions aren't refreshed at all

You're required to reopen the case form to see new suggestions.

I can’t see smart assist with suggestions expanded at all when I open a case

Make sure that the case is opened in a session tab. To open it in a session tab, select the case by holding down Shift while clicking.

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