1

Optimizing and reducing the sync time

We are experiencing a delay/ latency in the email reception due to the general behavior of email sync, which is delaying the case creation. By the time the case creation is done in MS Dynamics, the client's existing system is able to receive tickets, create case, forward the email and receive an ...

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

STATUS DETAILS
New
1

Show "Attach File" button on new email activity

When a new email is started, there is no "Attach File" button in the menu ribbon, and the "Attachment" grid on the right side of the form does not show. Only once the email has been saved do these options appear. Suggestion is to remove this extra click and have the attachment options show on a n...

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

STATUS DETAILS
Needs Votes
1

SLA - Need a feature to Pause and Resume SLA based on a specific Date Time

In SLA, we need a way to choose a date and time while pausing or resuming the SLA. Based on this all calculation should happen. The reason being that most of the times, field service agents have to wait for a part or product and at this time SLA will be running. In Practical cases, when field ser...

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

STATUS DETAILS
Needs Votes
1

Completed Queue item will not show item details - unless selected from advance search

Hello team, There idea here is to either make this option available or at least create a different button for Queue item details/ when an item is either in completed or inactive state. This is the scenario: If a queue item is completed or in inactive state, the button "queue item details" just ...

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

STATUS DETAILS
Needs Votes
1

Read Only Fields on Cases

In a recent update you have made the Priority/Status and Owner fields read only as well as being editable but moved the editable fields so they are not visible on the screen meaning an extra click to select the arrow to show their fields before editing them. What a step back in what was a reall...

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

STATUS DETAILS
Needs Votes
1

N:N relationship between customer and SLA

Currently only one SLA can be assigned to a customer. However, there are contracts with customers in which the customer has agreed several SLAs depending on the problem. For example, the malfunction of a heating system is handled with the SLA P1 and the repair of a door with the SLA P2. We nee...

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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,

PM,

Microsoft.

0

Duration field

To use a field in the SLA which will calculate the time in hours we created a field of type "duration" . We tested creating a Duration field on the support instance and it shows the number correctly however the label shows "minutes", we found that the label is wrong but the calculation is correct.

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

STATUS DETAILS
Needs Votes
0

Bug when a backslash "/" is included within an email address

If a backslash "/" is included in an email address, the email results in a code 2 error and the email will not process into Dynamics. In Outlook, if a backslash is included in an email address, it results in an undeliverable email, but the email sends to all other recipients. Suggest updating Dyn...

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

STATUS DETAILS
Needs Votes
0

Email auto pops up

Currently, there are two scenarios that the email cannot pop up the existing contact's email address. 1. On the case page, When the user send knowledge article to the existing contact, it is better to auto pop up the email address. 2. On the case page, When the user send email to an anonymous co...

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

STATUS DETAILS
Needs Votes
0

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) (44)

STATUS DETAILS
Needs Votes