BPF expanded display state width
We use Business process flows to capture data for cases. To make it easier for the user, the BPF is expanded by default via javascript. Problem is that the width of the BPF details is too small to for example show the customer name completely. Suggestion: make the width of the expanded BPF wid...
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.
Thanks for your valuable feedback. This idea is under consideration.
Regards,
Shruti Chaurasia
Product Manager, Microsoft
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) -...
Pronouns in Contact Display/FullName
The use of pronouns in a person's name has become commonplace and an expected capability. For a contact in Dynamics 365 CE their display name is the Full Name of First + Last Name. The suggestion is we should be able to add a pronoun to the contact record, and the Full Name / Display name shown o...
Improve visibility/accessibility of timeline icons
The latest version of the timeline in UI makes it very hard for users to differentiate at a glance between different types of activities. It also makes it very hard for users to open a record using such a small icon in amongst a number of others. This is a particular issue for users with acces...
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...
Ability to keep QueueItem activated after the auto case creation rules have run and not created a case.
We are using the Queue Management functionality of Dynamics 365 (v9.1 - April) and we have Auto Case Creation rules in place of happy path scenarios. When an unhappy path scenario happens the QueueItem gets deactivated, hiding the Case from the Queue and ultimately having a customer impact for n...
Report on Billable Time
When you close a case you must input billable time before you can close it as resolved. It seems silly to me that you can't report on this field. I need to know how much time I spent on individual cases as well as a cummulative total.
Developers, please...
Smart Matching to consider Case Number
Currently it is either smart matching or tracking token that can be used to track communication to the corresponding case. While Smart Matching does not work reliably (as customers may forward communication and someone else steps into the dialogue, subject lines being changed and/or old emails be...
Edit Resolved Cases
Unless I am missing something, I'm not sure how this isn't a top rated ticket. But resolved cases need to be editable via API and workflows. Every other Entity allows you to edit deactivated Leads, or Opportunities or Custom Entities. For some reason they treated cases differently.
Thanks for your feedback. Updates to resolved and canceled cases are allowed using API and workflow. Please refer to the following link for more information - https://learn.microsoft.com/en-us/dynamics365/customer-service/update-resolved-canceled-cases
Administrator
Making the expanded view of the BPF sidepanel larger to accomodate a better UI experience is in the roadmap. I don't have any ETA's yet on when we will be improving the overall business process flow at this time.