3

Cancel running SLA KPI Instances when the parent Case is Canceled

Current functionality is that SLA KPI instances that are activated when a case is created, will continue to run even when the case record is canceled. Also the "Resolve in" Date/Time counter will continue to count down, even though the case is terminated. For organizations that depend on these...

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1 Comments

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

STATUS DETAILS
Needs Votes
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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0 Comments

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

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

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

Sincerely,

Vamsi

PM, Microsoft.

2

Possibility to set the default font for email per user

It would be great to be able to set default fonts and font sizes for composed emails in Dynamics for each user. Eg on their personal settings. It would also be great to be able to set the default font and font size for composed emails on the system settings.

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1 Comments

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

STATUS DETAILS
New
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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1 Comments

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

STATUS DETAILS
New
2

Allow parent and child to be independently closed

Hi, I consider that would be a good idea to unlink parent and child cases close. I propose a new option in the Parent and child cases settings, where you can choose that you can close a parent or a child case independently. The system will have three options: - Close all child cases when parent ...

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0 Comments

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

STATUS DETAILS
Needs Votes
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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0 Comments

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

STATUS DETAILS
Needs Votes
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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0 Comments

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

STATUS DETAILS
Needs Votes
2

Feature Toggling

I would like the ability to enable/disable tabs, fields, flows, etc. by configuration for a user, call center, or organization. Basically be able to turn on and off features at different levels without a code deploy or defining a new role. So if I want to roll out a new feature I can deploy the...

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0 Comments

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

STATUS DETAILS
Needs Votes
2

Transform html into text

Emails received through the channel configured to create an instance through the Auto-Creation Rules feature are coming with HTML-formatted text containing Tags and making it difficult to read the user's need. The suggestion is that the CRM itself converts this HTML to text, thus ending with a r...

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1 Comments

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

STATUS DETAILS
Needs Votes
1

Persistence of Dynamic Chart ribbon item

In the Service > Queues there's a chart button in the ribbon. When users interact with this it should remember its state and the element should refresh when they are working on the queue items. Currently when a user opens the chart and uses it to filter the queue items, if they proceed to the it...

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0 Comments

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

STATUS DETAILS
New