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) (59)

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) (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.

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) (59)

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) (59)

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) (59)

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) (59)

STATUS DETAILS
Needs Votes
0

In Unified Interface you are not able to Create a new contact from the contact lookup in quick create case

In Unified Interface we are not able to Create a new contact from the contact lookup in quick create case. It will be good to this behavior is same as classic web client.

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

STATUS DETAILS
Needs Votes
0

Customer want to change design about dashboard displayed using UCI

Now,the dashboard set in “Set as Default” is displayed by default. Customer want to change this design. They hope that Regardless of the setting of “Set as Default”, customers can display the dashboard defined in the sitemap by default.

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

STATUS DETAILS
Needs Votes
0

Export/transfer Note(Annotation Entity) attachment to Azure SQL using Data Export Service

Need ability to export to Note(Annotation Entity) attachment to Azure SQL using Data Export Service

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

STATUS DETAILS
Needs Votes
0

Tick column not appearing for Dashboard views with nested grids

Tick column not appearing for Dashboard views with nested grids. It is being tedious to select records for Dashboard view-> 'See all records' section. For more information/screenshots : Raised a ticket with MS (119100122001211)

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

STATUS DETAILS
Needs Votes