1

Support-worker send from "support@microsoft.com

When working With lots of activities, cases and Queues you want to make sure that the support-worker send e-mails from Support@Company.com and not own e-mail. Let Dynamics 365 remember if you prefer to reply from Support@Company.com og PersonalEmail@Company.com. Also let Administrator decide t...

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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.

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

Sincerely,

PM,

Microsoft.

1

SLA Remaining Time Information

I would like the remaining time of the SLA term to be displayed in CRM when the SLA is paused. Currently this information can be obtained only by customizing MS Dynamics CRM.

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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.

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

Sincerely,

PM,

Microsoft.

1

Allow customer service representatives on ISH to set their availability

CSRs using Interactive Service Hub to manage cases don't have a real agent console but rather a list of tickets in a queue that does not take into account real time availability of the agents.

The request is to add a switch (similar to what parature had) to enable CSRs to set their ava...

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0 Comments

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Category: Customer Service (34)

STATUS DETAILS
Planned
October 2019
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We are releasing this feature as part of Omni-channel engagement hub

Sincerely,

 Vamsi

PM, Microsoft.

1

Routing of E-mails based on keywords

Scenario: Insurance company gets loads of E-mails via E-mail-router into CRM. Based on keywords the e-mails are routed to specific queues. Eg "complaint" to queue "high prio", or "pension" to queue "Life".
Keywords must be maintainable by business owners (separate table, not workflows).

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4 Comments

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Category: Customer Service (34)

STATUS DETAILS
Needs Votes
0

Tick column not appearing for Dashboard views with nested grids

Tick column not appearing for Dashboard views with nested grids. It is being tedious to select records for Dashboard view-> 'See all records' section. For more information/screenshots : Raised a ticket with MS (119100122001211)

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0 Comments

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Category: Customer Service (34)

STATUS DETAILS
Needs Votes
0

Dynamics 365, Nokia IRM. In Shedule board we like to see per the Resource Time Zone (without changing own personalized time zone setting)

As per the behaviour of the system, Work Calendar will show the Logged in User Time Zone and Weekly schedule will show the Time Zone of the Resource. So, in the Work hours when we are setting it will show like the Resource Time Zone. For Example One RA can configure Work Calendars for Resource...

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0 Comments

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Category: Customer Service (34)

STATUS DETAILS
Needs Votes
0

Dynamincs365: Nokia IRM (Integrated Resource Mgmt)

Description: As Resource Allocator validate initially RAs Team resources are displayed in Schedule Board. It is suggested: Remove all the filters in the "Filter (Schedule Assistant Filter)" section view except "Team" and click on "Search" button. Expected: System should search based on Project...

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0 Comments

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Category: Customer Service (34)

STATUS DETAILS
Needs Votes
0

Contextual email communication for Cases

We need the same functionality as is in preview in Opportunities. Thanks

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0 Comments

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Category: Customer Service (34)

STATUS DETAILS
Needs Votes
0

Change Email alert title when the alert pops up from Adding Template process

[Design Change Request] - Email alert title from "instance.crm.dynamics.com says" to "Apply Template" when alert pops up from Adding Template process - If email template includes attachment, it will show alert message : "This template contains attachments. If you want attachments as a part of ...

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0 Comments

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Category: Customer Service (34)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for your feedback.

We are not considering the suggestion at this time due to the following reason:

  •  Going forward functionality and usability improvement will be only on UC   

Sincerely,

PM,

Microsoft.

0

Idea is not adding

Idea is not adding

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1 Comments

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Category: Customer Service (34)

STATUS DETAILS
Declined
Ideas Administrator

This looks like a point in time issue. Closing the idea. 

Sincerely,

PM,

Microsoft.