7

Retain on the same tab on refresh

when user is working on some tab on the case screen and when the case is refreshed or reloaded then it should retain on the same tab.

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Category: Customer Service (Case Management / Queues) (99)

STATUS DETAILS
New
7

Ability to activate the Dynamics 365 Outlook Add In to Shared Inboxes

I would like to suggest the improvement of the Dynamics 365 Outlook Add In, which allows staff to track emails from a Shared Inbox. At the moment, staff copy the email to their personal inbox and track the email that way, but it is not clear as to why Shared Inboxes can not be done in the same w...

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Category: Customer Service (Case Management / Queues) (99)

STATUS DETAILS
New
7

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...

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0 Comments

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Category: Customer Service (Case Management / Queues) (99)

STATUS DETAILS
Needs Votes
7

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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Category: Customer Service (Case Management / Queues) (99)

STATUS DETAILS
Needs Votes
7

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) (99)

STATUS DETAILS
Needs Votes
6

Merge Cases from "Form" instead of "View"

The current way of merging cases is to go to a "View" and select two cases, then choose the "Merge" button at the top of the menu. This is ok when dealing with low volume of cases, however when there are a lot of cases, it means that a custom view needs to be created by the user to find these...

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0 Comments

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Category: Customer Service (Case Management / Queues) (99)

STATUS DETAILS
New
6

Ability to set a default queue lookup view

Currently: When a user routes a queue item/case, using the "route queued item" function, the default queue lookup view is set to Business Queues. This queue lookup view does not include all active queues and it includes inactive queues which creates a risk of users routing queue items to inact...

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Category: Customer Service (Case Management / Queues) (99)

STATUS DETAILS
New
6

Need a field on the email entity that does NOT include HTML tags (ie when it is exported to Excel/Bi)

I understand why HTML tags are then on export of the rich text email. But there should be an OOB function/field that shows just the plain text.

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Category: Customer Service (Case Management / Queues) (99)

STATUS DETAILS
New
6

Provision to rename the column in the grid

When we render the related entity columns on home grid, it appears as Column name(Object) It would be great if we have a provision to rename the column so that we can remove the Object from the column name.

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Category: Customer Service (Case Management / Queues) (99)

STATUS DETAILS
New
6

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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0 Comments

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Category: Customer Service (Case Management / Queues) (99)

STATUS DETAILS
Needs Votes