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.
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...
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...
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...
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.
Drag and Drop activities into another window
Ability to click and drag Activities out of an Entity record’s timeline into another window (to match drag and drop functionality in Outlook)
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.
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...
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...
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...
Thank you for your feedback.
This is a great suggestion! We will consider this in our roadmap.
Sincerely,
Vamsi
PM, Microsoft.
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.