2

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) (85)

STATUS DETAILS
Needs Votes
2

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) (85)

STATUS DETAILS
Needs Votes
2

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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1 Comments

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Category: Customer Service (Case Management / Queues) (85)

STATUS DETAILS
Needs Votes
2

Align Dynamics Email Address Length Limit to Outlook's limit

Request to align Dynamics email length limit to Outlook's limit. Current Dynamics's limit is 200 characters, which is less than Outlooks limit of 254 characters. The result of this mismatch is emails may fail to sync into Dynamics if the email address length is too long.

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1 Comments

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Category: Customer Service (Case Management / Queues) (85)

STATUS DETAILS
Needs Votes
2

Add Header Detail in the Full Content view

Suggestion to add full header detail (subject, to, cc, bcc, from, date/time of email) to be visible from the 'full content view'. When 'full content' is opened, the user is only able to see the email chain - all header detail is missing. Adding this information would help save users time when res...

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Category: Customer Service (Case Management / Queues) (85)

STATUS DETAILS
Needs Votes
2

Update conversation index functionality

A client sent an email to Team 1 in CRM on 16th April. This created a Case for Team 1. On 22nd April, the same client opened this sent email (in his Outlook), changed To field by removing Team 1 and adding Team 2 and sent it to CRM. This email was received into the same Case. This second email in...

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Category: Customer Service (Case Management / Queues) (85)

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) (85)

STATUS DETAILS
Needs Votes
1

Duration on a Phone call able to accept seconds

It's important for us to follow up outgoing phone calls connected to different campaigns. One thing that we want to measure is how long time we spend on the calls.


Today it's not possible to use the Duration field because it only accepts whole minutes. We need to be able to se...

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Category: Customer Service (Case Management / Queues) (85)

STATUS DETAILS
New
1

Case cancellation comment/note

Include customizable dialog when cancelling like when resolving a case so user can make a comment on cancellation reason.

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Category: Customer Service (Case Management / Queues) (85)

STATUS DETAILS
New
1

Not have ALL Milestones to get recalculated when a different SLA template gets applied (especially when a SLA KPI item got succeeded earlier).

Below is the current behavior


  1. Create a Case without an entitlement. Default SLA is applied and respective SLA KPI Instances are created. 
  2. When a Severity on the Case changes (SLA template remains same), then only the milestones/SLA KPI Instances with status "In Pr...

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    Category: Customer Service (Case Management / Queues) (85)

    STATUS DETAILS
    New