4

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) (87)

STATUS DETAILS
Needs Votes
4

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) (87)

STATUS DETAILS
Needs Votes
3

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...

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0 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
3

Ability to cancel multiple Cases

Select multiple cases and cancel for case cleanup.

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0 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
3

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...

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0 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
3

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...

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0 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
3

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...

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0 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
3

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.

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0 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
3

Comment field at the Assign case dialog box

I would like for it to be possible to add a comment field at the "Assign to Team or User" dialogue. They way it is now you need to send a separate email explaining why you transferred it. Crossing my fingers!

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
3

Email Templates Security Access

The security engine of Dynamics 365 requires that users have read access to Account records in order to use email templates regarding/related to Case records. This results in a situation whereby users who can access Case records only (but not Account records) are unable to use email templates on ...

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0 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New