2

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...

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
Needs Votes
2

Feature Toggling

I would like the ability to enable/disable tabs, fields, flows, etc. by configuration for a user, call center, or organization. Basically be able to turn on and off features at different levels without a code deploy or defining a new role. So if I want to roll out a new feature I can deploy the...

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
Needs Votes
2

Transform html into text

Emails received through the channel configured to create an instance through the Auto-Creation Rules feature are coming with HTML-formatted text containing Tags and making it difficult to read the user's need. The suggestion is that the CRM itself converts this HTML to text, thus ending with a r...

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1 Comments

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
Needs Votes
1

Bring back Radio Button on forms / Introduce buttons for forms

Bring back radio buttons on forms. They have been deprecated. We used this feature a lot. Now our radio buttons are a dropdown list and we can't use Toggle button instead. Microsoft need to allow the use of buttons on forms.

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New
1

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) (61)

STATUS DETAILS
New
1

Attachments in Note section of Timeline to be added to existing Word Template

I need this for the admins who after reviewing the records downloads the word template which contains all information along with the attachment which the user has attached.

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New
1

OneNote Integration by Business Unit

Hi Folks, In Gaming we have a single Dynamics instance shared between all the compliance domains. We have multiple Business Units, one for each domain. We'd like to leverage the OneNote integration features but as we understand it, each case generates a new OneNote workbook. We'd like to be able ...

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New
1

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...

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New
1

Changing Default Font When Sending An Email Through Dynamics

Currently, the font default is Seqoe UI and point 9 which just doesn't make sense. There is no way of changing this default and if you are sending many emails a day, it becomes quite a nuisance.

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New
1

Track Teams voicemail emails to create a Case

"We are having an issue with Teams voicemails that they won't get tracked to Dynamics CRM, and therefore not creating new cases. We do know this is because server side sync would not track automated emails, however this is important for our business since we are having cases not being created and...

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New