2

Multiple selected Queue Item cannot be route to User/Team and can only be assigned to Queue (with field locked).

- In ‘All emails / cases in Queue’ view, when select one Queue Item and click on ‘Route’ , the pop up shows ‘Route To’ option to select either ‘Queue’ or ‘User / Team’. But when select multiple Queue Item the pop up shows ‘Route...

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

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Needs Votes
2

using relationship insight feature for cases

Can relationship insights be used to measure relationship of customers regarding object as cases? from my understanding it is more specific to sales.

use case : top e-commerce site wants to prioritize customer service and response priority with actions according to customer interaction...

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1 Comments

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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

Routing of E-mails based on keywords

Scenario: Insurance company gets loads of E-mails via E-mail-router into CRM. Based on keywords the e-mails are routed to specific queues. Eg "complaint" to queue "high prio", or "pension" to queue "Life".
Keywords must be maintainable by business owners (separate table, not workflows).

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4 Comments

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

STATUS DETAILS
Needs Votes
1

Allow select user view routing cases

When you select one case to route the user view by default is the "Private Queue User Lookup View" it is fine. But if you select more than one the view by default is "Userand want route this case

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1 Comments

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

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Needs Votes
1

An out of the box option to create a routing rule based on the CC field of a sender email

It would be useful to add an out of the box option to create a routing rule based on the CC field of a sender email. Some users place the email address (associated with a queue) in the CC field only, and those cases auto-create but they do not get routed to the appropriate queue because the email...

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0 Comments

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

STATUS DETAILS
Needs Votes
1

Ability to insert email templates when replying email to a non-contact email address

This is a request in order to create better and more efficient customer support experiences for the support team. Request: Ability to insert email templates when replying to the email to a non-contact email address. Background and Request Description: Currently, over half of the incoming Email...

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1 Comments

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

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Needs Votes
1

Warranties for Claim management

I would like an enhancement of the Entitlement entity to make it easier to collect info about warranties. Ex. when a Quote is won, I would like the salesman to link the Warranty sold with that contract (ex. automatic basic free warranty or premium paid warranty). Therefore when eventually a C...

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0 Comments

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

STATUS DETAILS
Needs Votes
1

Range filter on dyn 365 views

Before 01 may 2020, it was possible to search cases registers through the filter on the column "Filter by " with the operators ""on or after" and on or before, you were able to search a specific period of time ( a range of time ) for example: only cases created on february. Now and with the new...

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0 Comments

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

STATUS DETAILS
Needs Votes
1

Configurable table within a form with more than 4 columns and multiple rows that align properly

I need to add a table in a form that is more than 4 columns and can have multiple rows, like a spreadsheet table where you can input fields into each cell. Currently the form function is so awkward where you can have a 2 column TAB with up to 4 columns within each TAB column. You can then add mul...

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0 Comments

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

STATUS DETAILS
Needs Votes
1

Aggregated Fields

Dynamics 365 online and on premise should enable custom field creation of type 'Aggregated Fields'. This Aggregated field will be of type long text. Usage: When the case is assigned amongst the team members or queues, the user can update on a single long text field. since, this field is of type...

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0 Comments

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

STATUS DETAILS
Needs Votes