Timer to stop counting outside business hours
With the current setup of CS app, the SLA will include non-working hours when an agent starts working on a case and continue counting down. This however is pretty much confusing for the agent as the numbers you might get shown on the SLA vary. Instead what should be done, is, that the admin confi...
Allow Excel import of holidays in holiday scheduler
Often there is the requirement, that data imports should be automated if possible.
We could not find a possibility to import holidays into the holiday scheduling for usage in the SLAs.
I understand that it does not seem to be possible to programmatically import holidays (calendars/...
SLA Timer - stop continous running SLA timers (UI as well as background)
SLA Settings:
- Allow Pause & Resume = Yes
- Allow Custom Time Calculation = No
- Negative Count = enabled
Case:
- We are showing the different SLA Items inclusive their timer
- Timer starting with "Failure" time an...
STATUS DETAILSNeeds Votes
Thank you for the idea. Please do provide your upvotes and comments for the same.
Sincerely,  
Ravi
Enable color coding
- If SLA status is expired, would highlight in RED color.
- Each type of note would have different color.
- Up and down arrows to stand for incoming and outgoing
STATUS DETAILSNeeds Votes
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.
Resource Scheduling: make it possible to filter on availability status on the schedule board
The schedule board in universal resource scheduling shows in list view in the column 'Available' all availability status option. It would be very helpfull to be able to filter on only 'avaiulable' status values as planners are not really interested in the 'Outside working hours' option...
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,
Ravi
PM, Microsoft.
SLA Timestamps
Would be great to be able track the status of a case from opening to closing, which team was working on the case, what the call status was and how long it was at each stage, for example an account could have an agreed case turnaround time (SLA) of 10 days, from when the case is opened it is tr...
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,  
Microsoft Dynamics Customer Service Team
Cancel running SLA KPI Instances when the parent Case is Canceled
Current functionality is that SLA KPI instances that are activated when a case is created, will continue to run even when the case record is canceled. Also the "Resolve in" Date/Time counter will continue to count down, even though the case is terminated. For organizations that depend on these...
Thank you for your idea. We request you to provide votes and comments to have this planned as a feature.
Thanks,
Microsoft Dynamics Customer Service Team.
Allow Excel import of holidays in holiday scheduler
Often there is the requirement, that data imports should be automated if possible.
We could not find a possibility to import holidays into the holiday scheduling for usage in the SLAs.
I understand that it does not seem to be possible to programmatically import holidays (calendars/...
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,  
Microsoft Dynamics Customer Service Team
Track SLA before a deadline
Currently the SLA can be used only to track whether we take action after a given date, such as the creation of a new case. The functionality cannot be used where action has to be taken before a certain date. The SLA functionality is however very strong and flexible. As such I'd suggest that SL...
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,  
Microsoft Dynamics Customer Service Team
Service Activity - Assistant for Resources should appear in Cloud version
In Service Activity OnPremise, there was a Form Assistant when you create an activity, showing you filtered Resources that could be selected for a selected Service based on rules. Ie.: Choose 1 from this group of resources, then choose 1 from another group, and so on.
But o...
Administrator
Thank you for the idea. Please do provide your upvotes and comments for the same
Sincerely,  
Microsoft Dynamics Customer Service Team