2

E-mail Template - Allow User to Set Preferred options for E-mail Templates

We have an ask in which the client would like the ability to define their preferred options when selecting templates in e-mails. By Default, when selecting to add a Template to an e-mail the options open up and they are defaulted to the intended recipient of the e-mail. Our customer would like ...

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0 Comments

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

STATUS DETAILS
Needs Votes
2

Relevance Search results to sort by "created on" date as defined in "View: Quick Find Tickets"

We would like Relevance Search results to sort by "created on" date as defined in "View: Quick Find Tickets" sorting configuration. We understand Relevance Search uses default scoring concepts as Azure Search, but the we would like to have search results display as per the defined view. We are ...

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0 Comments

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

STATUS DETAILS
Needs Votes
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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0 Comments

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

STATUS DETAILS
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) (63)

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) (63)

STATUS DETAILS
Needs Votes
1

SLA KPI - Manual creation utility

Sometime the SLA tracking fails to generate in the new UI model. However there is no way to create the instance manually after the Case is created to retroactively create what the system failed to generate. Adding a manual creation route to fix these instances would be a huge benefit. Having a...

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0 Comments

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

STATUS DETAILS
New
1

SLA - Extra time

Many companies internal processes allow 'extra time' on-top of an SLA if a specific event occurs (for instance, a customer doesn't answer the phone). The company wishes to report on this SLA as been granted extra time, but not failed. Grant customer service managers the ability to extend an SLA ...

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0 Comments

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

STATUS DETAILS
New
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) (63)

STATUS DETAILS
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) (63)

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) (63)

STATUS DETAILS
Needs Votes