43

Ability to upload pictures in Knowledge Base articles

It would be great if Microsoft CRM could allow the upload of pictures in draft articles, in the Knowledge Base section.
Most of the times, my clients have pictures illustrating the processes to follow and there is no way (except by having another web server hosting the pictures) to include ...

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8 Comments

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Category: Customer Service (261)

STATUS DETAILS
Under Review
40

Case “Resolution” gets changed to “Resolve Case” in CRM 2013

Hello,
I opened a Case with Microsoft Support for an issue which seems like an obvious bug, where when you resolve a Case and type something in the “Resolution” field it gets overwritten with “Resolved Case”
This is causing data corruption because we like to k...

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3 Comments

Read more... 3 Comments

Category: Customer Service (261)

STATUS DETAILS
Under Review
31

Queue Item Details for Reactivated Cases shows a Warning Message

When a user creats a case and assigns it to a queue, a queue item details record gets created that shows which queue the case is assigned to and who has worked on it. Once the case is resolved, the queue item details record also is inactivated.

If the same case is reactivated again...

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4 Comments

Read more... 4 Comments

Category: Customer Service (261)

STATUS DETAILS
Completed
Ideas Administrator

Thank you for your feedback.

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. 

Sincerely,

Vamsi  

PM,Microsoft.

29

Case form should display Case Name as the title (instead of case Number)

The case form should display 'title' on Form - instead of case number at top of form.
This is inconsistent with any other entity that I use - All others use the Name as the Title on the form.

Additionally the Outlook Preview pane displays the Title at the top of the form instea...

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2 Comments

Read more... 2 Comments

Category: Customer Service (261)

STATUS DETAILS
Completed
Ideas Administrator

Case form does display the title of the form in webclient and outlook. This was changed from 2011, when this idea was filed.

25

SLAs - Remove Customer Requirement on Entitlements or Allow Selecting an SLA on an Incident

The current SLA/Entitlement design requires an Entitlement to be directly linked to a Customer. Subsequently, on an Incident, either a default SLA is used or an Entitlement is selected - based on the Customer's created entitlements.

The issue that exists is that the KPI metrics and ...

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2 Comments

Read more... 2 Comments

Category: Customer Service (261)

STATUS DETAILS
Completed
Ideas Administrator

Thank you for your feedback. We released this feature as part of the SLA functionality.

Please refer to the following link for more information:
https://www.microsoft.com/en-us/dynamics/crm-customer-center/define-service-level-agreements-slas.aspx#bkmk_SLAonDemand

Sincerely,
Hemant Raj
PM, Microsoft

25

"Convert to Case" on email should follow routing rules

when I convert a tracked email to a case, it does not follow the same logic and mapping as the case creation and routing rules. This should have the same options as the case creation rules introduced in SP1.

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3 Comments

Read more... 3 Comments

Category: Customer Service (261)

STATUS DETAILS
Under Review
Ideas Administrator

Thank you for your feedback. This is a great suggestion! We will consider this in our roadmap.

 

Sincerely,

Eric Fernandes

PM, Microsoft 

23

Subject Tree Filtering

It should be possible to set up filtering on the subject tree to only display relevant items. For example in an business where differen case forms are created for their respective business units, it should be possible to filtering based on the form to only allow the selection of subjects that ...

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2 Comments

Read more... 2 Comments

Category: Customer Service (261)

STATUS DETAILS
Under Review
Ideas Administrator

Thank you for your feedback. This is a great suggestion! We will consider this in our roadmap.

 

Sincerely,

Eric Fernandes

PM, Microsoft 

 

22

Maximize the schedule service activity window

Users are unable to maximize the Schedule service activity window as are able to see less records and wants to view at least 250 records (or as per user’s personal options) in the available times in Schedule service activity window.
If there are more than 100-200 records then as the...

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0 Comments

Read more... 0 Comments

Category: Customer Service (261)

STATUS DETAILS
Completed
Ideas Administrator

Thank you for your feedback.

We released this feature as part of the new Service Scheduling functionality in Nov/2018.

Please refer to the following link for more information: Service scheduling guide

 

Sincerely,

 Vamsi,

PM, Microsoft.

22

Remove "<" & ">" from auto created Queue Names

Wherever CRM automatically creates a Queue it inserts '<' & '>' at the beginning and end of the queue name.
The logic pattern is not consistent (E.g. Create a Business Unit and CRM Creates a Queue and a Team - but ONLY for the queue it inserts the brackets?)
Where this caus...

" from auto created Queue Names">Read more...

" from auto created Queue Names"> 2 Comments

" from auto created Queue Names">Read more... " from auto created Queue Names">2 Comments

Category: Customer Service (261)

STATUS DETAILS
Under Review
Ideas Administrator

Thank you for your feedback. We are tracking this against the backlog.

Eric Fernandes.
PM, Microsoft 

15

App for Outlook / for Queue / Shared Mailboxes

Working on centralized emailaddresse like "support". The web client has certain gaps against the MS Office outlook client. e.g.:

- Colours

- Set Reminders

- spell check

- Signatures with pictures...

 

Most clients use before the start w...

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5 Comments

Read more... 5 Comments

Category: Customer Service (261)

STATUS DETAILS
Under Review
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We will consider this in our roadmap.

Sincerely,

PM,

Microsoft.