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.
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) -...
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.
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...
Thank you for your feedback.
I am adding this to our backlog as i can resonate with your experience.
Sincerely,
PM,
Microsoft.
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...
Thanks for your feedback. Can you please elaborate on the ask? Do you want to send automated email notifications to the users/team when a case is assigned to them? If yes, you can achieve so, by using Power Automate.
Regards,
PM, Microsoft.
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...
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.
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...
Thanks for your feedback. This is not on our roadmap. We would request to keep voting for this to be considered.
Regards,
PM, Microsoft
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...
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.
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...
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.
'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 ...
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.
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...
Thank you for your feedback. We are unable to precisely understand the requested idea, request you to elaborate and provide the clarity on the idea.
Sincerely,
PM, Microsoft.
Administrator
Thanks for your valuable feedback. This idea is under consideration
Regards,
Shruti Chaurasia
Product Manager, Microsoft