7

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.

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
Needs Votes
7

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 (Routing, SLA) (63)

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.

6

Allow selecting custom user views of entity in case routing.

When you select one case to route, the user view by default is the "Private Queue User Lookup View" this it is fine. But if you select more than one, the view by default is "User Lookup View" this allow to the user route or assign the case to an user out this queue that can be private or not. We...

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
Needs Votes
6

SLA Timestamps

Would be great to be able track the status of a case from opening to closing, which team was working on the case, what the call status was and how long it was at each stage, for example an account could have an agreed case turnaround time (SLA) of 10 days, from when the case is opened it is tr...

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1 Comments

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Category: Customer Service (Routing, SLA) (63)

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,

Vamsi 

PM, Microsoft.

5

Improve Customer Service Hub / Old Web Client for Tickets KB etc.

For some reasons, our customer does not want to use the new Customer Service Hub even if it looks very nice. The biggest issue here is the missing possibility to set up interactive dashboards without any timeframe or with a custom default timeframe. In case lots of service agents open each day...

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1 Comments

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Category: Customer Service (Routing, SLA) (63)

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.

5

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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0 Comments

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Category: Customer Service (Routing, SLA) (63)

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.

4

Custom Filtered view to show enquiries that belong to Me, or My Team of Members of my Team, Or My Team

Custom Filtered view to show enquiries that belong to Me, or My Team of Members of my Team, Or My Team displaying records in a single view which would return the records for owning user and teams. The current infra only supports displaying records for owning user or Teams but not both. This is i...

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
Needs Votes
4

'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 ...

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1 Comments

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
Needs Votes
4

Entry in the timeline Resolved - Reopend

Is it possible that when we reopen a case there is an entry in the timeline similar to the resolved one saying reopen and that the timestamp from the resolved action is not overwritten with new timestamp from reactivated action: If ticket is closed = entry in timeline Resolved If ticket is reacti...

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1 Comments

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
Needs Votes
4

Email Template - rich text experience and manage images inline

As part of 2020 release wave 1 plan, a feature was added to Author emails using a complete rich text experience, including the ability to send, receive, and manage images inline. Extend this feature to email templates also.

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
Needs Votes