12

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...

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Category: Case Management (98)

STATUS DETAILS
Declined
Ideas Administrator

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

12

Drag and Drop activities into another window

Ability to click and drag Activities out of an Entity record’s timeline into another window (to match drag and drop functionality in Outlook)

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0 Comments

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Category: Case Management (98)

STATUS DETAILS
Under Review
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.

Item is under review and can see the value

Sincerely,

PM, Microsoft.

12

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 (98)

STATUS DETAILS
Needs Votes
Ideas Administrator

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.

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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Category: Case Management (98)

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 

9

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....

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Category: Case Management (98)

STATUS DETAILS
Completed
Ideas Administrator

This Can be done through Timeline layout in the maker experience, make.powerapps.com

9

Add attachments when composing an email from the timeline

When composing a new email from the timeline, there should be a button to add attachments so that users can send emails with templates to the customers directly from the timeline.

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0 Comments

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Category: Case Management (98)

STATUS DETAILS
Under Review
Ideas Administrator

Thank you for your feedback.

will look into this and see if we can add it in our backlog

Sincerely,

PM, Microsoft.

9

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...

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0 Comments

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Category: Case Management (98)

STATUS DETAILS
Under Review
Ideas Administrator

Thank you for your feedback.

Will look into this issue and see if we can add it in our backlog

This item is under review

Sincerely,

PM, Microsoft.

8

Automatic Record Creation - Prefil Contact and Account

As it stands at the moment, using an automatic record creation rule to create cases from an incoming mail queue will not prefil in the system and placed into one of the emailaddress(1/2/3) fields on the account for both the Customer and Contact field on a created record if the sending ema...

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1 Comments

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Category: Case Management (98)

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.

8

Actuals on Case Entity

Enable the generation of Actuals on the Case entity. This way companies can bill time spent on cases through actuals, as in Field Service & Project Service Automation. This way companies can bill time booked on projects, work orders & cases using the same entity.

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0 Comments

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Category: Case Management (98)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback. Can you please elaborate more on the expectation and the usecases?

Sincerely,
PM, Microsoft.

7

Need to see Description in the View without Html Tags- content of the body of the Email

Need to see Description in the View without Html Tags-

content of the body of the Email.


Since its has html tags because of the rich text, we need plain text format in the view

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0 Comments

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Category: Case Management (98)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thanks for your feedback. Would like to understand the ask better. Are you creating a case automatically from email by using Automatic record creation rules and copying the content of the email body to the Description field on case? You can also remove the Rich text editor control from the Description field (if you don't want to use RTE) using the PowerApps maker experience. 

Regards,
PM, Microsoft