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...
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...
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...
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 ...
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...
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...
Thank you for your feedback.
This is a great suggestion! We will consider this in our roadmap.
Sincerely,
PM,
Microsoft.
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...
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).
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...
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 ...
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?
Sincerely,
PM,
Microsoft.