71

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...

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2 Comments

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Category: Case Management (86)

STATUS DETAILS
Under Review
Ideas 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.

71

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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4 Comments

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Category: Case Management (86)

STATUS DETAILS
Under Review
Ideas Administrator

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

Regards,

Shruti Chaurasia

Product Manager, Microsoft 

46

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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0 Comments

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Category: Case Management (86)

STATUS DETAILS
Needs Votes
23

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...

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0 Comments

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Category: Case Management (86)

STATUS DETAILS
Needs Votes
22

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...

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2 Comments

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Category: Case Management (86)

STATUS DETAILS
Under Review
16

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

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Category: Case Management (86)

STATUS DETAILS
Needs Votes
16

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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3 Comments

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Category: Case Management (86)

STATUS DETAILS
Needs Votes
15

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: Case Management (86)

STATUS DETAILS
Needs Votes
11

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...

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0 Comments

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Category: Case Management (86)

STATUS DETAILS
Needs Votes
10

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.

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0 Comments

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Category: Case Management (86)

STATUS DETAILS
Completed
Ideas Administrator

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