Which feature groups similar cases for effective use in dashboards and charts within Customer Service Insights?

The correct answer is the 'Topics' feature. Topics in Dynamics 365 Customer Service Insights are designed to aggregate and group similar cases based on shared characteristics such as common issues or customer concerns. This grouping allows organizations to gain deeper insights into the types of cases that are being handled, making it easier to visualize trends and patterns through dashboards and charts.

By using topics, customer service teams can identify prevalent issues, allocate resources more effectively, and tailor responses to meet customer needs more efficiently. This is particularly valuable for managing large volumes of cases, as it enables teams to focus on specific areas rather than treating all cases as standalone incidents.

The other options, such as incidents or categories, involve aspects of case management but do not specifically serve the purpose of grouping similar cases for the analytical insights afforded by dashboards and charts. Titles are typically related to the naming of specific cases but do not provide the grouping functionality essential for insightful analytics.