3

Incoming email in queue when send by internal user should not be dependent on system settings

Incoming email in CRM queue when send by internal user should not be dependent on system settings "Track emails sent between Dynamics 365 users as two activities", as it creates confusion for the end user when they see two emails in social pane in CASE record. Although we have 'status reason' ...

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Category: Customer Service (34)

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Ideas Administrator

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.

Sincerely,

PM,

Microsoft.

2

Request to create option "Track emails sent between Dynamics 365 users and Queue as two activities"

[Design Change Request] ======================== - There is an option "Track emails sent between Dynamics 365 users as two activities" - If checking this option, both sent email from User A and received email from User B will be tracked. - If unchecking, only sent email from User A will be tra...

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Category: Customer Service (34)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

We need some more details to understand your suggestion better. Can you please help us by answering the following questions?

  • What is the business scenario
  • What is the impact on agent productivity   

Sincerely,

PM,

Microsoft.

2

Save filters on Interactive Service Hub

The interactive Service Dashboards are very productive to the users to get to their prioritized cases very quickly. 

It will be very productive if the user can save reqularly using combinations of global filters on the dashboard and use them by selecting them (similar to personal/...

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1 Comments

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Category: Customer Service (34)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

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

Sincerely,

PM,

Microsoft.

2

using relationship insight feature for cases

Can relationship insights be used to measure relationship of customers regarding object as cases? from my understanding it is more specific to sales.

use case : top e-commerce site wants to prioritize customer service and response priority with actions according to customer interaction...

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1 Comments

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Category: Customer Service (34)

STATUS DETAILS
Needs Votes
Ideas Administrator

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.

Sincerely,

PM,

Microsoft.

1

Correlation (track) email through case number in subject

There are a lot of tracking options and one of the common used methods is tracking emails with correlation combined with a tracking token. However, sending a first response email to a customer saying the case number is xyz and the tracking token of the mail is 123 is just confusing everybody. We ...

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Category: Customer Service (34)

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1

Relevance Search results to sort by "created on" date as defined in "View: Quick Find Tickets"

We would like Relevance Search results to sort by "created on" date as defined in "View: Quick Find Tickets" sorting configuration. We understand Relevance Search uses default scoring concepts as Azure Search, but the we would like to have search results display as per the defined view. We are ...

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Category: Customer Service (34)

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Needs Votes
1

Aggregated Fields

Dynamics 365 online and on premise should enable custom field creation of type 'Aggregated Fields'. This Aggregated field will be of type long text. Usage: When the case is assigned amongst the team members or queues, the user can update on a single long text field. since, this field is of type...

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Category: Customer Service (34)

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Needs Votes
1

Customer Timezone

As part of geo coding, D365 should also collect and store timezone on account and contact. The customer timezone should be used automatically as part of scheduling. Also, additional date/time fields should added to all records that directly relate to account and contact and display date/time bas...

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Category: Customer Service (34)

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Needs Votes
1

Multiple selected Queue Item cannot be route to User/Team and can only be assigned to Queue (with field locked).

- In ‘All emails / cases in Queue’ view, when select one Queue Item and click on ‘Route’ , the pop up shows ‘Route To’ option to select either ‘Queue’ or ‘User / Team’. But when select multiple Queue Item the pop up shows ‘Route...

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Category: Customer Service (34)

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Needs Votes
1

Ability to copy email templates in CRM for Quick Campaigns

When using Curstomer Service I would like to be able to copy email templates from the Global email template view such that I can very easily create copies of a master email template I have created to use for customer correspondence.

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0 Comments

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Category: Customer Service (34)

STATUS DETAILS
Needs Votes
Ideas Administrator

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.

Sincerely,

PM,

Microsoft.