20

Search in Timeline

This idea is not specifically related to CS. In general it should be possible to search in timeline. Currently there is only filter option available. Option could be to expand filter with search text box or put text box on top of the timeline.

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Category: General (194)

STATUS DETAILS
Completed
Ideas Administrator

Thank you for your feedback.

We added search for Timeline in our April 2020 release. For more information on Timeline functionality please see https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-timeline-overview.

For our October 2020 release we are adding highlighting of the search matches.

Sincerely,

PM,

Microsoft.

18

Export dashboard to pdf

There is often a need to pull a pdf of a dashboard. At the moment most users revert to screenshot and pasting. An export to pdf would be very useful.

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1 Comments

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Category: General (194)

STATUS DETAILS
Needs Votes
15

Ability to send direct email from Contacts View’s command bar.

There used to be a function to [Send Direct Email] on Contacts View’s ribbon. However, after the recent update, that function is removed from the ribbon and therefore we cannot send direct email from Contacts View anymore. It is inconvenient having to open each individual record and hit ...

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0 Comments

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Category: General (194)

STATUS DETAILS
Completed
Ideas Administrator

Thank you for your feedback.

We released this feature during 2020, but you will need to enable it in system settings.

Please refer to the following link for more information: https://www.inogic.com/blog/2020/06/enable-send-direct-email-button-in-unified-interface/

 

Sincerely,

Microsoft

13

Holidays & Absences - Reactivation of cases does not look at absence of agents

With the calendar view we certainly benefit from seeing agents availability, however there is no feature to manage “absence of agents”. For example if an old case reopens, it automatically reopens to the agent who was handling the case. When he/she is absent, the system does not take that into ac...

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0 Comments

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Category: General (194)

STATUS DETAILS
New
13

Not being able to save and attach e-mail conversations from Customer Service app to another email correspondence

Unfortunately it is not possible to compose an email message from with the CS app and attach an existing email to it. As well there is no possibility to save an email within CS app and attach it to another communication. Using MS Outlook and the Dynamics plug-in is no solution here, as agents are...

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0 Comments

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Category: General (194)

STATUS DETAILS
New
12

Users should have ability to remove personal views shared by other users which they don't want

Users do not have any option to remove personal views shared by other users which they don't want. Shared User (owner of the view) only can unshare the view. If the shared user becomes disabled / unavailable, then its not possible to remove those personal views for Users from their view list. ...

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0 Comments

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Category: General (194)

STATUS DETAILS
Needs Votes
9

Multi-select Option sets available in Business Rules

Hi Team, Multi-select Option sets are not available in Business Rules. Please enable the ability to select this field type for options under Business Rules.

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0 Comments

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Category: General (194)

STATUS DETAILS
Needs Votes
8

Don't delete someone else's notes

If the type of behavior between "Case" and "Note" is “Cascade None” on Assign, it happens 2 scenarios: 1. If the user is the owner of the case, he can delete all the notes, independent if he writes it or not; 2. If the user is not the owner of the case, he is only able to delete his notes. Sugge...

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1 Comments

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Category: General (194)

STATUS DETAILS
Needs Votes
8

Composite Address Formatting Configuration

The Address composite field in Dynamics is formatted based on the value of the country field. This is not configurable and so it can't be customised if the format for any particular country is incorrect. If the address is "England" or "United Kingdom", then the address is format is CORRECT. Th...

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1 Comments

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Category: General (194)

STATUS DETAILS
Needs Votes
8

[CUMULATIVE FIELD] USE A CALCULATED FIELD WHICH CONTAIN A LINK (lookup.attributename) TO ANOTHER ENTITY

Hello, To follow up on the ticket 120082625003088, I create this idea. In Dynamics, we can use a calculated field in the aggregation of cumulative field. BUT, if in the calculated field you make a reference to a field in another entity, I mean, in the aggregation we put a SUM on productid.curre...

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0 Comments

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Category: General (194)

STATUS DETAILS
Needs Votes