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...
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...
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...
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...
Show Case Resolution attachment in Portal Case Timeline
In our Customer Service processes, most of the time we need to have attachments when we resolve a case. And our agents have asked this functionality. We could customize the Case Resolution table in Dynamics 365 in order to show attachment in the Case timeline. But, unfortunately it is not poss...
Ability to cancel multiple Cases
Enable Auditing for "Modern" ARC Rules
"Modern" ARC Rules suffer from many many problems associated with their deployment, activation and management - particularly if you have more than a handful in multiple environments.
Please consider enabling them for audit so that users have some chance of figuring out how/whe...
Add Approval/Rejection button whenever approvals are attached onto the entity i.e. Case
It would be great if MS could add Approve/Reject button onto the entity i.e. Case whenever an approval is linked to the entity's record. As of now customization is not allowed on the approvals entity and it would be great if they can provide the functionality to either approve or reject the ap...
Associate email item on multiple cases
Currently email item is only associated on one case. However it's not unusual that email item might have several queues as recipient. In this case my customer would like to have a feature where original email item is attached on all queue cases where ARC -rule is active. For example: Email it...
Dynamically Populate fields based on related entity value selection
There are 2 entities having relation. Entity-1 is displaying fields based on Entity-2 multi select option value check to populate data dynamically which feature is currently not there to populate the fields dynamically in the form.