Auto numbering ability with Date Time in local time zone (as per Customer Time Zone)
Need ability to include the local time zone in the auto numbering for Date Parameter.
Say, if the case number should follow the format: CAS-YYMMDD-XXXX, where CAS is a static prefix, YYMMDD represents the case creation date in local time, and XXXX is a 4-digit sequence number...
Toggle to temporarily archive case
In the spirit of our commitment to excellence this year, a significant emphasis is being placed on maintaining a minimal backlog of cases. Presently, our engineers are managing backlogs averaging between 15 to 20 cases. However, there is a concerted effort to reduce this number to fewer than 1...
Design Change request for managed solution
I would like to disable QuickCreateForm for Case entity by my custom managed solution. However, it was reverted to enabled by Microsoft managed solution multiple times. It is happening because that component can be shipped by solutions from different product features belonging to Customer Serv...
'Create PDF' function for Case entity
In D365 sales, word templates can be used to to export PDFs instead of exporting Word Documents, by clicking the 'Create PDF' or 'Email as PDF' buttons in the command bar on Sales records. Expanding this functionality to Service Records, such as Cases, would be very useful for a wide range of ...
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.
Click "Save & Close" Once when preforming a NavigateToMainForm action
We would like to request an enhancement to be able to only click "Save & Close" once to complete the case record.
Issue reported and resolution provided from MSFT Tech:
The NavigateToMainForm function adds the target form to the browser's Hist...
Thanks for your feedback. As this is a customization where you are navigating to the same record, you will be required to click on 'Save & Close' button twice. This is expected behavior.
Regards,
PM, Microsoft
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...
Thank you for your feedback. We are unable to precisely understand the requested idea, request you to elaborate and provide the clarity on the idea.
Sincerely,
PM,
Microsoft.
Allow Kanban board for cases
Currently Kanban boards are not allowed for cases. Please consider making them available, our users would love that and we believe that this can make case handling easier and more modern and state of the art.
Thanks for the feedback. Please keep voting for this idea for us to consider it in our roadmap.
Regards,
PM,
Microsoft.
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.
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
Ability to change the color for option set Status Field
We need the ability to change the color for Status Field option set in Customer Service.
Modified on + Modified by fields to also consider changes in the timeline
Our users would find it very useful to have the fields Modified on and Modified by also consider changes in the timeline. We work a lot with views and dashboards and having the two fields consider all possible timeline entries as well, would be considered a real time winner. We could then i.e....
This Can be done through Timeline layout in the maker experience, make.powerapps.com
Administrator
Thanks for your feedback. This is not on our product roadmap. Please keep voting for us to consider it.
Regards,
Product manager, Microsoft