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) (61)

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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.

5

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) (61)

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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

Recall Functionality

Suggest adding recall functionality to Dynamics to match Outlook functionality. If a user sends an email and would like to recall it, suggest adding the ability for users to complete this action.

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Category: Customer Service (Case Management / Queues) (61)

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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) (61)

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3

Track SLA before a deadline

Currently the SLA can be used only to track whether we take action after a given date, such as the creation of a new case. The functionality cannot be used where action has to be taken before a certain date. The SLA functionality is however very strong and flexible. As such I'd suggest that SL...

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Category: Customer Service (Case Management / Queues) (61)

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Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We will consider this in our roadmap.

Sincerely,

Vamsi

PM, Microsoft.

2

Checklists/Assessments Functionality (Copy FS Inspections to CSE license)

Add FS Inspections like functionality to Dynamics 365 CSE license (managed app). One of the key components to health and human services case management is the ability to create and manage assessments on patients or clients. These types of assessments are like surveys that users need to build an...

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Category: Customer Service (Case Management / Queues) (61)

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2

Align Dynamics Email Address Length Limit to Outlook's limit

Request to align Dynamics email length limit to Outlook's limit. Current Dynamics's limit is 200 characters, which is less than Outlooks limit of 254 characters. The result of this mismatch is emails may fail to sync into Dynamics if the email address length is too long.

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Category: Customer Service (Case Management / Queues) (61)

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2

Add Header Detail in the Full Content view

Suggestion to add full header detail (subject, to, cc, bcc, from, date/time of email) to be visible from the 'full content view'. When 'full content' is opened, the user is only able to see the email chain - all header detail is missing. Adding this information would help save users time when res...

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Category: Customer Service (Case Management / Queues) (61)

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2

Update conversation index functionality

A client sent an email to Team 1 in CRM on 16th April. This created a Case for Team 1. On 22nd April, the same client opened this sent email (in his Outlook), changed To field by removing Team 1 and adding Team 2 and sent it to CRM. This email was received into the same Case. This second email in...

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Category: Customer Service (Case Management / Queues) (61)

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2

Customizable alerts for cases

It would be nice to have the ability for configuration of custom notifications for users regarding the selection of cases from queues. For instance -- if a queue item is present in the queue for a certain duration of time -- pop-out a notification in the CRM ribbon indicating an action is require...

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Category: Customer Service (Case Management / Queues) (61)

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Needs Votes