6

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...

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes
5

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...

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
New
5

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...

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes
5

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 both the Customer and Contact field on a created record if the sending email address is both a pre-existing Contact in the system and placed into one of the emailaddress...

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1 Comments

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes
5

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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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes
5

Email convert to case

Can we have the pop-up box for email to case convert customizable? We would like subject field to become mandatory for us which is mandatory on the case form for us.

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes
5

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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Category: Customer Service (Case Management / Queues) (44)

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.

4

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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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes
4

Phone to Case Conversion - Map All Fields That are Alike.

During the Phone to Case conversion have it map all fields that are alike (ie: Description) which it currently does not.

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

We are not considering the suggestion at this time due to the following reason:

Sincerely,

PM,

Microsoft.

3

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...

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes