3

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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0 Comments

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Category: Case Management (96)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for your feedback.

Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.

Sincerely,

PM, Microsoft.

2

Allow agents to add the closed conversation to the active case.

Allow agents to add the closed conversations (Ex: WhatsApp conversations) to the active case. Currently only system admin is able to link the closed or cancelled conversation to the active case.

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0 Comments

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Category: Case Management (96)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thanks for your feedback. Would like to understand the usecase - why does a user need to link a closed/cancelled conversation to an active case?

Regards,
PM,
Microsoft

2

Subject Configuration by Business Unit or Teams

The possible to configurate the Subject that depending on the Agent Portfolio, their should be only see the subject that associated to the team or Business Unit

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1 Comments

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Category: Case Management (96)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thanks for your feedback. Please keep voting for this idea to be considered. 

Regards,

PM, Microsoft

2

Improve OptionSet wrapper

Two Problems while using OptionSet wrapper:


1.

Its no longer possibe to navigate to the specific mandatory field based on the warning message showing in the upper area of the form.



2.

Its no longer visible where to fill in the value (--...

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0 Comments

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Category: Case Management (96)

STATUS DETAILS
Declined
Ideas Administrator

Thanks for your feedback. We request you to kindly raise a support ticket with Microsoft support so that the issue can be investigated in your environment. 

Regards,

PM, Microsoft.

2

Flip timeline on case form

Swapping quickly whether the timeline timeline on case form is in ascending or descending order would bring quick wins as it bypasses the need to load several pages in the timeline in order to get to the first message. This is often needed when a user needs to get to know a case from the very ...

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0 Comments

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Category: Case Management (96)

STATUS DETAILS
Completed
Ideas Administrator

Thanks for your feedback. You can sort the records in the timeline using Sort newer to older or Sort newer to older command. Please refer - https://learn.microsoft.com/en-us/power-apps/user/add-activities#more-commands for details. 

Regards,
PM, Microsoft

2

Issue with Power Apps Grid Control

We have noticed two bugs when enabling power apps grid control in case views. Filtering doesn’t work as it should. For example if I try to do filtering selecting “Edit filters” those doesn’t work at all.


Also Owner field shows only Teams not Users. Case Type and Source Type fi...

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0 Comments

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Category: Case Management (96)

STATUS DETAILS
Declined
Ideas Administrator

Thanks for your valuable feedback. We would request you to kindly raise a support ticket with Microsoft so that we can investigate the issue and resolve it.

Regards,

Product Manager,
Microsoft

2

Retain on the same tab on refresh

when user is working on some tab on the case screen and when the case is refreshed or reloaded then it should retain on the same tab.

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0 Comments

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Category: Case Management (96)

STATUS DETAILS
Declined
Ideas Administrator

Duplicate

2

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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0 Comments

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Category: Case Management (96)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thanks for your valuable feedback. We would appreciate more votes for us to consider this idea..

Regards,
Product Manager, Microsoft

2

add regarding field to Case Resolution main form / complete implementation of Case Resolution activity entity

As the person responsible for managing case resolutions, I would like to be able to list and edit all case resolutions on the activities overview page. In addition, I would like the Regarding field to be added to the main form of the case resolution so that I can easily navigate to the referenced...

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0 Comments

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Category: Case Management (96)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback. We are unable to precisely understand the requested idea. Why would you want to show all case resolution activities as a list and what action items would you like to perform?

Sincerely,
PM,
Microsoft.

2

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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0 Comments

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Category: Case Management (96)

STATUS DETAILS
Declined
Ideas Administrator

Thanks for your valuable feedback. Can you please elaborate your ask?

Regards,
Product Manager,
Microsoft