Ability to know whether the record registered in the "Cases" entity has been read or unread
Currently, there is no functionality to know whether a record registered in the "Cases" entity has been read or unread.
Adding this functionality will improve convenience for users.
Automatic Case status change when customer responds back
Currently we have "Pending Customer Response" and "Waiting for Customer Confirmation" when the custom...
Function to add borders or colors to form tabs
Currently, there is no functionality to add borders or colors to form tabs on Power Apps model-driven apps to make them easier to distinguish. Adding this functionality will lead to greater efficiency and convenience for users.
Use Dataverse search operators in various languages
If you want to use operators during Dataverse searches, they are only supported in the same language in which you provisioned your environment.
Therefore, you cannot create an English environment and use operators for Dataverse searches in both English and Japanese.
This is because...
Set Case Origin to Conversation Channel
In the Digital Contact Center, when using the out of the box button "New Case" on the Conversation form, a Case is created with Case Origin set to "Web" by default. Even though the Conversation Channel is "WhatsApp" for example. We now use Custom JavaScript to map the conversation channels to ...
Case management, sort case priority
Current Issue:
In Microsoft Dynamics 365, the Case Priority column is currently sorted alphabetically instead of following a logical priority order. This leads to unexpected sorting results such as:
- Ascending Order:
STATUS DETAILSNew
How to check the status changes in Dynamics 365 Customer Service
Currently, to check if the status of Dynamics 365 Customer Service has been changed, you can only check the audit log. Since the audit log cannot filter only the status changes or export to CSV or similar formats, the ...
Regarding the export of the unified view.
Currently, the ability to export a unified view from multiple screens has not been implemented. Implementing the feature to export a unified view directly within model-driven apps would greatly enhance user convenience...
Make incident mailable (can have a contact e-mail)
By design, the option "can have a contact e-mail" is not available on the Incident table. For GDPR purposes, we would like to be able to send the e-mail to the incident in stead of to the account or contact if they do not want that we store their e-mailadress on the account or contact.
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...
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