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

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

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

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

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Needs Votes
1

Customer Timezone

As part of geo coding, D365 should also collect and store timezone on account and contact. The customer timezone should be used automatically as part of scheduling. Also, additional date/time fields should added to all records that directly relate to account and contact and display date/time bas...

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

STATUS DETAILS
Needs Votes
1

Ability to copy email templates in CRM for Quick Campaigns

When using Curstomer Service I would like to be able to copy email templates from the Global email template view such that I can very easily create copies of a master email template I have created to use for customer correspondence.

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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.

1

SLA Remaining Time Information

I would like the remaining time of the SLA term to be displayed in CRM when the SLA is paused. Currently this information can be obtained only by customizing MS Dynamics CRM.

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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.

1

Allow customer service representatives on ISH to set their availability

CSRs using Interactive Service Hub to manage cases don't have a real agent console but rather a list of tickets in a queue that does not take into account real time availability of the agents.

The request is to add a switch (similar to what parature had) to enable CSRs to set their ava...

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

STATUS DETAILS
Planned
2019 Release Wave 2
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We are releasing this feature as part of Omni-channel engagement hub

Sincerely,

 Vamsi

PM, Microsoft.

0

Email attachment deletion issue in Dynamics 365

Users were able to delete attachments in emails irrespective of any roles in Dynamics 365. This will cause Data privacy issue.

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

STATUS DETAILS
Needs Votes
0

Layout of Activities

A client of our has expressed concern for the layout of activities on Cases. For example: - There are multiple scroll bars in use to traverse through the mail chain - There is frequently a message to say that the 'email might contain script...' but there doesn't seem to be any reason why this is...

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

STATUS DETAILS
Needs Votes