11

SLA should be measured in working hours and not include off work hours as well

Currently SLA cannot be set up to only look at working hours but also off work hours need to be added to prevent cases from being escalated too soon. As a result especially for reporting the figures get quite confusing as they don't show the actual (working) time spent on the case but the total t...

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Category: Case Management (12)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for reaching out. Your idea seems to be a question about existing functionality. Please reach out to Dynamics Customer Service Forum to ask questions:   

Dynamics 365 Customer Service Forum - Support & Help 

Use these resources to refer to active duration, on-hold duration of an SLA KPI | Microsoft Learn about this topic.  

Sincerely,   

Microsoft Dynamics Customer Service Team 

9

Time until Case resolved

When working with a client who uses Customer Service we can use the Out of the box functionality to measure how long it took to do certain things with a case through SLAs. What we found out that you can not measure, is the total worktime from SLA expiration to Case resolved. Meaning that we can't...

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1 Comments

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Category: Case Management (12)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for reaching out. Your idea seems to be a question about existing functionality or a duplicate of Microsoft Idea (dynamics.com). Please reach out to Dynamics Customer Service Forum to ask questions:   

Dynamics 365 Customer Service Forum - Support & Help 

Use these resources to read View active duration, on-hold duration of an SLA KPI | Microsoft Learn about this topic.  

 

 

Sincerely,  

Ravi 

PM, Microsoft  

 

 

5

Automatically close conversations once the cases are closed.

Hello team,

At the moment, conversations which are associated with cases do not automatically close when the cases are closed, unless the associated case record is deleted, according to this document: https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/auto-close-co...

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Category: Case Management (12)

STATUS DETAILS
Needs Votes
3

SLA's impacted by change of working calendar - EG new UK bank holidays

Following a new UK bank holiday introduced at short notice there should be an ability introduced that allows an update to non working days that recalculates in flight SLA's.

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0 Comments

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Category: Case Management (12)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for reaching out. Your idea seems to be a duplicate of the following idea:   

Microsoft Idea (dynamics.com) 

Please add your valuable votes and comments to the suggestion above instead.  

Sincerely,  

Ravi

PM, Microsoft  

 

2

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: Case Management (12)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for reaching out. Your idea seems to be a question about existing functionality of recalculation of SLAs. Please reach out to Dynamics Customer Service Forum to ask questions:   

Dynamics 365 Customer Service Forum - Support & Help 

Sincerely,  

Ravi

PM, Microsoft  

2

Ability to Display SLA Countdown on Case Grid

Introduce the ability to display the SLA countdown on a case home/sub grid to easily track when cases are about to exceed their SLA time without having to navigate into each case record and look.

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0 Comments

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Category: Case Management (12)

STATUS DETAILS
Completed
Ideas Administrator

Thanks for your feedback. This functionality is already present in the modernized case grid. You can use Enhanced Active cases view which provides the column NextSLA column out of the box, which searches through all active, that is, non-canceled SLA KPI instances attached to the given case, filters, and then picks the SLA KPI instance that's in an unresolved state and has the earliest expiry time. You can also add this column in your existing view. Please refer the following documentation - 

1. https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/enable-case-grids 

2. https://learn.microsoft.com/en-us/dynamics365/customer-service/use/case-grids

2

SLA support on UCI yet

Please find the steps to reproduce below 1. Open an existing case or create a new case in the Unified interface. 2. Manually assign a SLA to the case. 3. Save the case. 4. Click the SLA selected in Step 2 to open the SLA record. 5. You will receive a script error. We have been told by Microsof...

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Category: Case Management (12)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for reaching out.  We have SLA support available in the UCI. Your suggestion seems to be a product bug. Please reach out to the relevant support channels as specified in Product Support  

 Sincerely,  

Ravi

PM, Microsoft  

1

Reporting

*** Net Promoter Score ***


There is an obligation of financial services in UK to provide feedback through the perspective of the investor.

NT n...

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1 Comments

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Category: Case Management (12)

STATUS DETAILS
New
1

Fixing Arabic Translation for Timers

The Arabic translation for the minutes part in the timer needs to be 'د' instead of 'ش'

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0 Comments

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Category: Case Management (12)

STATUS DETAILS
Declined
Ideas Administrator

This is a duplicate of idea  already posted.

Thanks,

Ravi

1

Ad-Hoc Bank Holiday Process

A fringe case, but UK bank holidays created with limited notice (Queens funeral), demonstrate an inflexibility for recalculating SLA's and workflows.


While these normally happen with some notice, there is precedence for ad hoc holidays being introduced. Kings Coronation, any ...

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Category: Case Management (12)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

Currently, this a one off scenario and we do not have enough voted to take this forward

Can you please provide more details about how these adhoc holidays take precedence and also throw some light with an example on what is the expected behavior from SLA based on the use case you have cited. so that we can look into this in the future

With Warm Regards
Product Manager, Microsoft