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) (63)

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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) (63)

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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) (63)

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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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Category: Customer Service (Routing, SLA) (63)

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

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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Category: Customer Service (Routing, SLA) (63)

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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) (63)

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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) (63)

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2

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) (63)

STATUS DETAILS
New
2

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.

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
New
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) (63)

STATUS DETAILS
Needs Votes