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.
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 ...
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...
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).
Allow SLA Items to be disabled/deactivated on SLA from Unified Interface
At the moment, you can create, delete and edit. However, sometimes you need to disable a particular SLA Item temporarily without having to recreate them when you need it in the future.
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.
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.