9

Add Filter Option in Customer servie Hub (Dashboards)

A very common request by the customer to add Filter in Dashboards for Customer service Hub & also Sales Hub.

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1 Comments

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Category: Customer Service (Routing, SLA) (69)

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 with user scenario 

 

Sincerely,

PM,

Microsoft.

8

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...

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0 Comments

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Category: Customer Service (Routing, SLA) (69)

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.

8

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) (69)

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.

7

Actuals on Case Entity

Enable the generation of Actuals on the Case entity. This way companies can bill time spent on cases through actuals, as in Field Service & Project Service Automation. This way companies can bill time booked on projects, work orders & cases using the same entity.

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0 Comments

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Category: Customer Service (Routing, SLA) (69)

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) (69)

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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0 Comments

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Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
Needs Votes
6

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) (69)

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.

5

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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0 Comments

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Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
Needs Votes
5

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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0 Comments

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Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
Needs Votes
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) (69)

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.