6

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...

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Category: Customer Service (Case Management / Queues) (100)

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Needs Votes
Ideas 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.

6

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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Category: Customer Service (Case Management / Queues) (100)

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.

6

Phone to Case Conversion - Map All Fields That are Alike.

During the Phone to Case conversion have it map all fields that are alike (ie: Description) which it currently does not.

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

We are not considering the suggestion at this time due to the following reason:

Sincerely,

PM,

Microsoft.

5

Feature that allows users to edit which BPF is applied to records created by automatic record creation rules on a per-application basis

We need a feature that allows users to edit which BPF is applied to records created by automatic record creation rules for each application.


The current behavior is that in order for BPF to be automatically applied to records created by automatic record creation rules, we must...

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
5

Editable Sub Grid - Provision for different datatype/control

Editable Sub Grid - Provision for different datatype/control like Checkbox, Image, Lookup, Toggle, etc., along with provision to pre-filter about DropDown/Lookup

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
4

Editable Sub Grid - Provision for different datatype/control in single column in multiple rows

Editable Sub Grid - Provision for different datatype/control in single column in multiple rows

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1 Comments

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
4

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...

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
4

Leave existing case resolutions completed when reactivating a case

When re-activating a resolved case, the most current & already existing case resolution activity updates to cancelled. I'm wondering if that can be changed; because we cannot change the modified on stamp on activities within the timeline the case resolution cancellations cause an inaccurate view ...

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
Needs Votes
4

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...

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
Needs Votes
4

Recall Functionality

Suggest adding recall functionality to Dynamics to match Outlook functionality. If a user sends an email and would like to recall it, suggest adding the ability for users to complete this action.

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
Needs Votes