104

Request to make Case Subject more user-friendly for service agents

Request to rework the Case Subject entity to make it more user-friendly for service agents. Missing features for the current Case Subject entity: - Textual search --> being able to type in the subject lookup field (so a service agent doesn't need to drill-down the whole tree every time again) -...

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2 Comments

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Category: Case Management (84)

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.

90

Email convert to case

Can we have the pop-up box for email to case convert customizable? We would like subject field to become mandatory for us which is mandatory on the case form for us.

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8 Comments

Read more... 8 Comments

Category: Case Management (84)

STATUS DETAILS
Under Review
Ideas Administrator

Thanks for your valuable feedback. This idea is under consideration.

Regards,
Product Manager,
Microsoft 

29

Activity table attachments in timeline on Case

When working a Case the ability to view related activities in the timeline is essential.

When working with other activities than Email e.g. Portal Comment you have to open the record to check if there is any attachment and view it through Notes displayed in Portal Comment timeline.

...

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0 Comments

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Category: Case Management (84)

STATUS DETAILS
Declined
Ideas Administrator

Not possible for various reasons

27

Make Case Activities Closure Dialog Optional

When using the customised dialog experience for Case Resolution, we may not need to see the 'Open Activities dialog' when resolving or cancelling a case, this is the dialog that warns that there are X amount of open activities and the user can close them a...

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0 Comments

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Category: Case Management (84)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thanks for the feedback. This idea is not under roadmap. Keep voting for this idea to be considered.

Regards,
PM, Microsoft

22

Customizable alerts for cases

It would be nice to have the ability for configuration of custom notifications for users regarding the selection of cases from queues. For instance -- if a queue item is present in the queue for a certain duration of time -- pop-out a notification in the CRM ribbon indicating an action is require...

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2 Comments

Read more... 2 Comments

Category: Case Management (84)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for your feedback.

You can use Power Automate to build notification alerts. 

Sincerely,
PM,Microsoft.

20

Realtime workflow process - can be triggered by Team not just user/Organisation.

When you assign a case to user and user assign that case to a Team, it should trigger the flow (in my case on assignment i am sending mail to user,) in asynchronous mode the i can be able to assign the case to the Team, but not in Realtime workflow flow.


It would be great it c...

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0 Comments

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Category: Case Management (84)

STATUS DETAILS
Declined
Ideas Administrator

You can send automated email notifications to the users/team when a case is assigned to them by using Power Automate.

Regards,
PM, Microsoft

17

ReUse PCF control(SelectionTreeView) of Subject Field

We do have Subject as a Hierarchy type of System Entity in CRM. Subject lookup field is always present on Case forms for the purpose to solve the type of issues. This subject field contains OOB PCF control ("SelectionTreeView Control") in bac...

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0 Comments

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Category: Case Management (84)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thanks for your feedback. This is not on our roadmap. We would request to keep voting for this to be considered.

Regards,
PM, Microsoft.

17

Merge Cases from "Form" instead of "View"

The current way of merging cases is to go to a "View" and select two cases, then choose the "Merge" button at the top of the menu. This is ok when dealing with low volume of cases, however when there are a lot of cases, it means that a custom view needs to be created by the user to find these...

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0 Comments

Read more... 0 Comments

Category: Case Management (84)

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,
Product Manager, Microsoft.

 

14

'Create PDF' function for Case entity

In D365 sales, word templates can be used to to export PDFs instead of exporting Word Documents, by clicking the 'Create PDF' or 'Email as PDF' buttons in the command bar on Sales records. Expanding this functionality to Service Records, such as Cases, would be very useful for a wide range of ...

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1 Comments

Read more... 1 Comments

Category: Case Management (84)

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.

13

Design Change request for managed solution

I would like to disable QuickCreateForm for Case entity by my custom managed solution. However, it was reverted to enabled by Microsoft managed solution multiple times. It is happening because that component can be shipped by solutions from different product features belonging to Customer Serv...

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0 Comments

Read more... 0 Comments

Category: Case Management (84)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thanks for your feedback. This is not on our product roadmap. Please keep voting for us to consider it.

Regards,
Product manager, Microsoft