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...
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.
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
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
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.
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.
Thank you for your feedback. Can you please elaborate more on the expectation and the usecases?
Sincerely,
PM, Microsoft.
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
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
Ability to cancel multiple Cases
Select multiple cases and cancel for case cleanup.
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.
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...
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,
Product Manager, Microsoft.
Email Delimiter for Timeline
When emails are tracked on a case timeline the entire email thread gets imported each time, rather than just the first message of an email. This causes obvious problems when the email thread starts to have many replies. As in each reply to each email gets imported as a new activity on the timel...
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.
This can be changed from Email thread to just one email from the timeline setting at user level itself
Thanks
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