3

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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Category: Customer Service (Case Management / Queues / SLA ) (7)

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.

1

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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Category: Customer Service (Case Management / Queues / SLA ) (7)

STATUS DETAILS
Under Review
1

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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Category: Customer Service (Case Management / Queues / SLA ) (7)

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

N:N relationship between customer and SLA

Currently only one SLA can be assigned to a customer. However, there are contracts with customers in which the customer has agreed several SLAs depending on the problem. For example, the malfunction of a heating system is handled with the SLA P1 and the repair of a door with the SLA P2. We nee...

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Category: Customer Service (Case Management / Queues / SLA ) (7)

STATUS DETAILS
Planned
October 2019
Ideas Administrator

Thank you for your feedback.

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

Sincerely,

PM,

Microsoft.

1

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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Category: Customer Service (Case Management / Queues / SLA ) (7)

STATUS DETAILS
Needs Votes
0

Android app - Alert on each new case allocated to team staff

Hi, as my other post, our customer asked us to improve alerts and productivity. They wanna that his team receive alerts on the Dynamics mobile app (Android devices) when a ticket is allocated to the technician - this is different to receive email alert since they already receive too many emails ...

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Category: Customer Service (Case Management / Queues / SLA ) (7)

STATUS DETAILS
New
0

Printing out of Dynamics

My users sometimes print a single case out of dynamics - to bring to a meeting or to pass on to the night shift who doesn't have CRM access, etc. We use the correct gear icon to print and whatnot, but for our Dynamics, for whatever reason, it looks horrible printed. While in print preview, you h...

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Category: Customer Service (Case Management / Queues / SLA ) (7)

STATUS DETAILS
New