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Posts need more work to be useful

Currently when queue / automatic record creation creates a case it also posts a note. We also use the note to mention other people & accounts for important items. Problem: - When somebody is mentioned in a post, this doesn't bubble up anywhere. It creates no notification, there's no place to pul...

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

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1

Dynamics 365 Customer service delegation listing

Wish there is an option to easily advanced list and register cases to a delegation department and/or workflow or team member. Not featuring easy delegation registry per case, user may potentially alternative set delegation case or survey policies.

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

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Needs Votes
1

Convert case to opportunity

When a company has both a customer service and sales function - it's not uncommon for customer service agents to receive cases that would be best referred to sales people. The ability to covert a case to an opportunity OOTB would be useful for this scenario.

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

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Needs Votes
1

Case Hierarchy: Allow to create child cases under other child cases (grandchildren)

When you create a few cases as a child (Case B1,B2,...) of a parent case (Case A), Then you will be able to create other cases and link them as children of one of the Cases B1, B2,... and as a grandchildren of Case A

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

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Needs Votes
1

Automatic record creation and update rules - User should be able to move conditions(Step two: conditions to evaluate and actions to take) from one page to another

Hi Support, Currently Automatic record creation and update rules - conditions subgrid(Step two: conditions to evaluate and actions to take) not allowing us to move condition from one page to another if suppose we have 20-30 conditions. User should be able to move conditions from one page to anot...

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

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Needs Votes
1

Support for Case Management - Email forwarding not working for shared mailbox in case creation

Hi, We came across the situation where we have requirements to create cases automatically when an email receive on shared mailbox from customers. So that client setup email forwarding on their email address to forward emails to the support mailbox. Then we found that it is not creating cases in...

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

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Needs Votes
1

Customer service goal metric units and goal metric unit conversion

Future potentially featuring the inclusion of goal metric unit for purpose to potentially include a goal metric unit conversion (e.g. from hours to days or month), maybe helpful. Currently there is the option to set goal metric types, but there is no metric type in number of specified units.

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

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Needs Votes
1

Persistence of Dynamic Chart ribbon item

In the Service > Queues there's a chart button in the ribbon. When users interact with this it should remember its state and the element should refresh when they are working on the queue items. Currently when a user opens the chart and uses it to filter the queue items, if they proceed to the it...

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

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Needs Votes
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) (61)

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Needs Votes
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) (61)

STATUS DETAILS
Needs Votes