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Cases against a contact

We have a lot of new customers/contacts contacting us with requests. We dont want to create new accounts, but rather just create a contact, passing through the lead to sell process, qualify and then create an account. Thus we create a case against a contact, using Customer field to select a cont...

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

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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) (44)

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0

Pick Case

Current behavior: 1. Whenever a user is in a queue view, they work with “Cases available to work on” view. 2. Now, when I pick this case, as expected it goes away from this view and I can then see the case in “Cases I am working on view”. 3. This is not very efficient, because a user has to k...

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

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0

Create annotations on the instance created via automatic creation rule

I work with automatic instance creation rule and I receive an email for a certain e-mail address. However, when this email has attachments, we end up losing them when the occurrence is created. The suggestion is for Dynamics to resolve this and create annotations on the instance automatically, a...

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

STATUS DETAILS
Needs Votes