3

Enhanced Email - POP Feature for Replying or Forwarding emails

As pert of April ' 20 Wave 1 release , Microsoft has brough in a new feature to compose email in a pop-up, non-blocking window, with the ability to write an email with context of the current record, navigate between records, and have multiple active draft emails open simultaneously. https://docs...

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Category: Customer Service (Routing, SLA) (59)

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3

Allow for "Set Regarding" to apply and track to more than one entity

“Set Regarding” works very well when tracking emails in Dynamics 365 yet can only track to one entity. Our goal would be to allow the use of this feature to track more than 1 case/account/contact/etc... or different entities on a single email. “Set Regarding” as designed looks to have the track...

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Category: Customer Service (Routing, SLA) (59)

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3

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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Category: Customer Service (Routing, SLA) (59)

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Needs Votes
Ideas Administrator

Thank you for your feedback.

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

Sincerely,

PM,

Microsoft.

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 (Routing, SLA) (59)

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.

2

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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Category: Customer Service (Routing, SLA) (59)

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2

Default Close button in the attachment window

When an attachment is clicked to view, “Remove” button is defaulted, which adds a risk of accidently removing attachment. Ideally Remove button shouldn’t be present or Close button should be default option.

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Category: Customer Service (Routing, SLA) (59)

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2

Configurable Hide/Show Ribbon Bar or buttons

This idea is not specifically related to CS. It is often asked to hide ALL ribbon buttons for Customer Service Agents, except those that are specific to their workflows. This capability partially exists by updating the Ribbon xml. However, hiding all or multiple buttons based on security roles ...

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Category: Customer Service (Routing, SLA) (59)

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Needs Votes
2

E-mail Template - Allow User to Set Preferred options for E-mail Templates

We have an ask in which the client would like the ability to define their preferred options when selecting templates in e-mails. By Default, when selecting to add a Template to an e-mail the options open up and they are defaulted to the intended recipient of the e-mail. Our customer would like ...

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Category: Customer Service (Routing, SLA) (59)

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2

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 (Routing, SLA) (59)

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Needs Votes
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 (Routing, SLA) (59)

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.