Microsoft Dynamics 365
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Preview of Attachment Content without downloading
• We have System and Custom Entities, Users will attach documents to these records.
• We would like to see the content of the attachment as preview without downloading those documents.
• We would like to see record related email attachments in one place.
Customer Service (Routing, SLA) (66)
Allow administrators to configure if an email template subject should override the email subject
The idea is pretty simple, every time you insert an email template in an email you get an annoying popup if you want to override the email subject from the template. A very common scenario for most of our customers is to use both email templates to respond to customers as well as for agent signat...
Editable Resolve Case dialog box
Dear, A product suggestion that a lot of clients have: make the 'Resolve case dialog box' editable. A similiar request will be implemented in 2019-wave 2 for the opportunity close dialog box. https://experience.dynamics.com/ideas/categories/list/?view=New&viewId=feb96173-d81b-e811-8108-386...
Configurable case resolution page feature was released with Wave 1 2020. Documentation: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-modify-case-resolution-dialog
@ to tag user in notes.
Would like the capability to use @ mentions in CRM Notes and Activities field to notify team members or tag team members
Thank you for your feedback.
Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.
Timer to stop counting outside business hours
With the current setup of CS app, the SLA will include non-working hours when an agent starts working on a case and continue counting down. This however is pretty much confusing for the agent as the numbers you might get shown on the SLA vary. Instead what should be done, is, that the admin confi...
Case is in multiple queues error
We are using Dynamics CRM 2011. In some cases, clicking Queue Item Details displays the message "This record is in multiple queues. Go to the specific queue to view the details".I'm required to clean up the existing duplicates queue items using Advanced Find manually. The issue app...
We fixed this behavior as part of the Oct/2018 release. Upon re-activating a case and further upon clicking 'Queue Item Details' , you'll be able to see the active queue item.
Support for inline embeded images when composing in browser
We are using Server Side Sync such that inbound emails result in either new or updated cases.
Our users now use CRM to compose emails in response to incoming client emails, where before they used Outlook connected to shared mailboxes.
The email editor in Dynamics via a brows...
Thank you for your feedback.
We released this feature as part of the functionality in April 2020.
Please refer to the following link for more information:
'Create PDF' function for Case entity
In D365 sales, word templates can be used to to export PDFs instead of exporting Word Documents, by clicking the 'Create PDF' or 'Email as PDF' buttons in the command bar on Sales records.
Expanding this functionality to Service Records, such as Cases, would be very useful for a wide range of ...
Attaching attachments to email and Notes
1) Allow attaching of multiple attachments in Notes Section through browse link and through Drag and Drop
2) Allow attaching of multiple attachments in Email through browse link and through Drag and Drop Feature.
To Keep Email Tracking Token as Starting of Email Subject
Current Issue: Whenever Email is sent with subjects are that are in max character limit, Email Tracking Token is appended and is received at the Outlook Clients or other email clients. But when replied from the end email client, the subject is truncated, as a result the Email Token Id is trunc...
This is a great suggestion! We will consider this in our roadmap.