Add case to queue
Today when manually adding a case to a queue (private queue), we need to do an unnecessary step. 1. Click "Add to queue" 2. Enter the queue name in the lookup field This however doesnt directly select the queue name 3. I need to then change the view to "Active queue" 4. Then the queue name I ent...
Identify case changes
Easily identify what information was updated in the cases since you last visited (why did the status change to information provided?).
Thank you for your feedback.
You can check the details about the changes in the field by enabling Audit histoy. Please refer - https://learn.microsoft.com/en-us/power-platform/admin/manage-dataverse-auditing#configure-auditing-for-one-or-more-tables-and-columns-in-power-apps. Also, if you need to understand what happened on a case since you last visited in terms of activities, you can use the feature - 'What you've missed in timeline'. Please refer - https://learn.microsoft.com/en-us/power-apps/user/add-activities#view-what-youve-missed-in-timeline.
Sincerely,
Product Manager,
Microsoft.
Ability to filter timeline by @mentioned user and created by user
Case timeline may contain a lot of back and forth communication and other notes/posts. It would be helpful to be able to filter the timeline by @mentioned user (i.e. show me all notes/posts where I am @mentioned). The ability to filter notes/posts created by a specific user would also help in ...
Not investing on posts at the moment as trying to move away from posts and use notes.
It can also be done through search on timeline, user can be entered in search and records can be retrieved
ARC: Tracking the Power Automate failures in Activity Monitor report
Currently, in Automatic record creation rules whenever related Power Automate is failed then system is capturing the Current state as "Ready for Power Automate". We want system to capture Reason as "Failure in Power Automate" or "Failed". This will help Developers/Business clients for better trac...
Thank you for your feedback.
We are tracking it and need more votes for us to consider it.
Sincerely,
Product Manager,
Microsoft.
Automatically follow a Case when pin the Case in Recent set.
Automatically follow a Case when pin the Case in Recent set.
Thank you for your feedback. Today, it is possible to follow a case by clicking on follow option from the command bar.
Sincerely,
PM, Microsoft.
Comment field at the Assign case dialog box
I would like for it to be possible to add a comment field at the "Assign to Team or User" dialogue. They way it is now you need to send a separate email explaining why you transferred it. Crossing my fingers!
Thank you for your feedback.
We are tracking it and if we get more feedback and votes, we may consider it in the future.
Sincerely,
Product Manager, Microsoft.
Subject and Categories Lists Segregated by Business Unit
I Folks, In Gaming Compliance we have a single Dynamics instance with multiple business units. We'd like to leverage the Subject and Categories lists but it appears that they cannot be segregated by Business Unit. This makes the use of either of these lists unwieldy because you have to sort throu...
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.
Posts need more work to be useful
Currently when queue / automatic record creation creates a case it also posts a note. We also use the note to mention other people & accounts for important items. Problem: - When somebody is mentioned in a post, this doesn't bubble up anywhere. It creates no notification, there's no place to pul...
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.
Not making any changes to posts in future
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...
Thank you for your feedback. We are unable to precisely understand the requested idea, request you to elaborate and provide further clarity on the idea.
Sincerely,
PM,
Microsoft.
Make the Create PDF files functionality in Sales Enterprise also available for Customer Service entities like Cases
Make the Create PDF files functionality in Sales Enterprise also available for Customer Service entities like Cases https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/create-quote-pdf
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.
Administrator
Thank you for your feedback. You can now set up custom views that contain a filtered list of queues which can be used while adding the case to a queue - Create and manage queues for cases | Microsoft Learn
Sincerely,
PM, Microsoft.