4

Time until Case resolved

When working with a client who uses Customer Service we can use the Out of the box functionality to measure how long it took to do certain things with a case through SLAs. What we found out that you can not measure, is the total worktime from SLA expiration to Case resolved. Meaning that we can't...

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

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

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4

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) (69)

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Needs Votes
4

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 (Routing, SLA) (69)

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Needs Votes
4

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) (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 by answering the following questions?

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

Sincerely,

PM,

Microsoft.

4

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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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.

3

Increase maximum number of KPI's (entities and KPI's per entity)

I am presently working for a Government Customer who deals inter-agency and with Local Councils in relation to land planning activities such as; subdivision, certificate of titles, amalgamation, strata plans. As this process spans a number of agencies and legislation mandates that they manage th...

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

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New
3

Use template for SLA flows

It would be very helpful and time saving to enable the definition and use of template flows for SLA flows. The SLA flows of different SLAs are often exactly the same. Only reaction times or working hours vary (which are defined on the SLA, not the flow).

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

STATUS DETAILS
Needs Votes
3

Chat Widget: Adaptive Cards and Images Support

Hi, Currently the Dynamics 365 Chat widget does not support adaptive cards and images. In the other hand adaptive cards and images are supported by Power Virtual Agents published in Websites. E.g. If you configure a PVA that displays product images and adaptive cards in Omnichannel Chat channe...

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1 Comments

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

STATUS DETAILS
Needs Votes
3

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) (69)

STATUS DETAILS
Needs Votes