7

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...

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2 Comments

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Category: Customer Service (Case Management / Queues / SLA) (14)

STATUS DETAILS
Needs Votes
7

Mail Editor- best in-class required/Outlook like

***9.1- CK Editor VERSION missing features to optimize user experience*** Context reminder: lot of communications done with customers/external partners/internal partners is done via Mail to keep trace of service request for traceability/auditability/compliance…therefore Mail communicati...

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2 Comments

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Category: Customer Service (Case Management / Queues / SLA) (14)

STATUS DETAILS
Under Review
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We are looking into this for our future roadmap.

Sincerely,

Microsoft.

4

To enable optimal internal and external support, display the full customer email address on To line for D365 emails (not just contact name)

In my Support space, my agents answer both internal and external customer support requests. In the current UX, my agents cannot tell by the email recipient list whether a reply all is going to internal customers or external customers. This is because only the contact name is displayed. In orde...

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1 Comments

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Category: Customer Service (Case Management / Queues / SLA) (14)

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.

4

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...

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0 Comments

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Category: Customer Service (Case Management / Queues / SLA) (14)

STATUS DETAILS
Needs Votes
3

Status reason transitions

After configuring Status reason transitions, when a user creates a record and then change to new status and save the record the following status reasons are not displayed until user refresh the screen. This is a bit of confusion for user to do what next. It would be great if related status rea...

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0 Comments

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Category: Customer Service (Case Management / Queues / SLA) (14)

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.

3

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...

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0 Comments

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Category: Customer Service (Case Management / Queues / SLA) (14)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We will consider this in our roadmap.

Sincerely,

Vamsi

PM, Microsoft.

2

Feature Toggling

I would like the ability to enable/disable tabs, fields, flows, etc. by configuration for a user, call center, or organization. Basically be able to turn on and off features at different levels without a code deploy or defining a new role. So if I want to roll out a new feature I can deploy the...

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0 Comments

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Category: Customer Service (Case Management / Queues / SLA) (14)

STATUS DETAILS
Needs Votes
2

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...

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0 Comments

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Category: Customer Service (Case Management / Queues / SLA) (14)

STATUS DETAILS
Needs Votes
2

Phone to Case Conversion - Map All Fields That are Alike.

During the Phone to Case conversion have it map all fields that are alike (ie: Description) which it currently does not.

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0 Comments

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Category: Customer Service (Case Management / Queues / SLA) (14)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

We are not considering the suggestion at this time due to the following reason:

Sincerely,

PM,

Microsoft.

1

Read Only Fields on Cases

In a recent update you have made the Priority/Status and Owner fields read only as well as being editable but moved the editable fields so they are not visible on the screen meaning an extra click to select the arrow to show their fields before editing them. What a step back in what was a reall...

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0 Comments

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Category: Customer Service (Case Management / Queues / SLA) (14)

STATUS DETAILS
Needs Votes