SLA should be measured in working hours and not include off work hours as well
Currently SLA cannot be set up to only look at working hours but also off work hours need to be added to prevent cases from being escalated too soon. As a result especially for reporting the figures get quite confusing as they don't show the actual (working) time spent on the case but the total t...
Email Sender Blocking and Junk Mail
Hi, We have quite a number of customers who have moved the management of their team mailboxes into D365 CE using queues. As with many mailboxes, there are emails from senders who could easily be classed as Junk/spam email senders. It would be great if there was a function in D365 CE to block f...
Set default email template when answering to an email from the timeline
The current process of selecting a template when answering to an email from the timeline is very time consuming and not user friendly. Right now the user needs to open the email, click on reply, then insert template, select the template, confirm changes and only then can start answering. There is...
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 ...
Changing Default Font When Sending An Email Through Dynamics
Currently, the font default is Seqoe UI and point 9 which just doesn't make sense. There is no way of changing this default and if you are sending many emails a day, it becomes quite a nuisance.
See the availability of contacts when sending an email
When working on cases it is often required to reach out internally. If doing so by email using the built-in email functionality of CS app, it is not possible to see, whether a contact (internal) is available or not. It would be nice to have the same feature as in Outlook, where, before sending an...
Ability to show the created date for all items available in the time line of the social pane
The items shown on the timeline can be ordered on different dates like the created date or modified date while currently only for the entities where the card form is available (like task, email, phone call, ...), the created date can be shown on the timeline. For all other items (notes, case reso...
Properly support (automated) deployment of Automatic Record Creation (ARC) Rules (and also Routing Rules?).
Automatic Record Creation (ARC) Rules have been available for many years but their deployment is STILL not **fully** supported by MS. Each ARC Rule is associated with a Queue and although ARC Rules themselves are solution aware Queues are not. When you export **new** ARC Rules from one instance...
Retain on the same tab on refresh
when user is working on some tab on the case screen and when the case is refreshed or reloaded then it should retain on the same tab.
Ability to activate the Dynamics 365 Outlook Add In to Shared Inboxes
I would like to suggest the improvement of the Dynamics 365 Outlook Add In, which allows staff to track emails from a Shared Inbox. At the moment, staff copy the email to their personal inbox and track the email that way, but it is not clear as to why Shared Inboxes can not be done in the same w...