12

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) (30)

STATUS DETAILS
Planned
April 2020
Ideas Administrator

Thank you for your feedback.

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

Sincerely,

Microsoft.

9

Email to Case Process Needs to Run when the Queue is BCC'd

Currently, when a Queue email address is BCC'd Server Side Sync creates the message in CRM but the Email To Case Process fails to run. The Email To Case Process must run on emails where the Queue email address is in the BCC. This can be done by correcting the Email To Case Process or having SSS...

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1 Comments

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Category: Customer Service (Case Management / Queues / SLA) (30)

STATUS DETAILS
Needs Votes
8

Please resolve IncomingEmailMessageIdCache error. because of this Email didnt logged in CRM So, case not created.

Emails are not logging into CRM due to message cache ID error. Raised a Microsoft support ticket. FYI, Support request ID 120030322002372. Final Conclusion provided by the Microsoft support team is "this is intermittent behavior and doesn’t happen to all the tracked mail. As temporary data in ...

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0 Comments

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Category: Customer Service (Case Management / Queues / SLA) (30)

STATUS DETAILS
Needs Votes
8

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) (30)

STATUS DETAILS
Needs Votes
7

Customize Pick dialog for selecting items from queues

When a user selects an item from a queue within services > queues in Dynamics 365, there are a few options in the 'Pick' dialog. - User can select whether or not to remove the item from the queue It would be nice to be able to customize this dialog window and restrict the option to be able t...

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0 Comments

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Category: Customer Service (Case Management / Queues / SLA) (30)

STATUS DETAILS
Needs Votes
7

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) (30)

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.

6

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) (30)

STATUS DETAILS
Needs Votes
4

Disable auto-populating contact names due to data privacy concerns

Currently, contact names auto-populate within an email if the contact is stored in Dynamics. We suggest creating an option to disable the auto-populate feature to align with existing Outlook capabilities. Also, allowing for auto-populating is creating data privacy concerns as all users have acce...

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0 Comments

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Category: Customer Service (Case Management / Queues / SLA) (30)

STATUS DETAILS
Needs Votes
4

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 accessib...

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0 Comments

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Category: Customer Service (Case Management / Queues / SLA) (30)

STATUS DETAILS
Needs Votes
4

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) (30)

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.