Improve Sorting Logic for Search Results
When using Global Search (for example, searching by account name), the results do not appear in a logical order. Currently, the filter displays items from oldest to most recent, and there is no option to change the order to most recent first.
Request:
Please review the s...
View Other Users Viewing a Record in a List
It would be great if I could view other users who have a record open when looking at a list. The use case is working Cases, and reviewing Cases that are not yet assigned. If I could see someone has the record open, I'd move onto a different record.
If you could see initials ...
Automatic Update Case Time Tracking
It would be highly beneficial if the Automatic Time Tracking history could record multiple time entries. Ideally, when an agent (e.g., A1) is working on a case (e.g., C1), the system should create more than one automatic time tracker record. This approach would allow time to be segmented for t...
Prompt to Confirm Unsaved Changes on Case, Contact, and Activity Forms
When we open the Case, Contact and Activity record etc. and do any modification on the form, without saving the changes to the record and clicked on close button and refresh button, we are getting a alert messages like this respectively.
- Clo...
STATUS DETAILSNew
Ability to duplicate routing rulesets and routing rule items
Ability to...
- duplicate routing rulesets and routing ruleset items in the interface
- copy the ConditionXML and paste to other ruleset items from the database view
- edit the ConditionXML column directly from the database view
Current state, duplic...
Handling Time Widget for Custom Entities
I would like to know if it will be possible to add the current Case Time Handling Widget to be configured to use withing other custom entities and record the time spent by an agent? We have custom entities like Risk Assessments, where it would be ideal to utilise the widget. I can add it but i...
Notification and Identifier Required for New Emails(Custom Object) on Microsoft Dynamics
Title: Improve Case Thread Notification for Delayed Client Responses
Description:
We have observed a recurring issue in Microsoft Dynamics where, if a case is initially created (e.g., on July 1st) and the client replies to the same email thread at...
Allow Header Cards to Target Additional Fields Beyond Customer ID
Currently, the header card shown on Customer Details in Dynamics 365 only supports targeting the Customer ID field. It would be helpful to allow it to target other fields
Similar Cases feature should also be included in Customer Service Workspace
Similar Cases feature should also be included in Customer Service Workspace. This functionality is only available in Customer Service Hub.
Ability to Display SLA Countdown on Case Grid
Introduce the ability to display the SLA countdown on a case home/sub grid to easily track when cases are about to exceed their SLA time without having to navigate into each case record and look.
Administrator
Thanks for your feedback. This functionality is already present in the modernized case grid. You can use Enhanced Active cases view which provides the column NextSLA column out of the box, which searches through all active, that is, non-canceled SLA KPI instances attached to the given case, filters, and then picks the SLA KPI instance that's in an unresolved state and has the earliest expiry time. You can also add this column in your existing view. Please refer the following documentation -
1. https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/enable-case-grids
2. https://learn.microsoft.com/en-us/dynamics365/customer-service/use/case-grids