2

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) (87)

    STATUS DETAILS
    New
2

Create a new case when new queue item is attached as email recipient after creation of the original case.

Hello, Sometimes a new queue item is attached on the email chain as recipient after the initial case creation/email. At the moment product feature is that it will not create a new case and it will just be linked on the current email chain on a case. This is problematic for the customer since th...

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

STATUS DETAILS
New
2

"Populated in Sent folder" Flag for emails sent from Dynamics 365

Current behavior: Currently, Server-Side Synchronization populates all emails sent from Dynamics 365 to the Sent folder, but there is no indication on the Email activity if that email has been created in the Sent folder for that mailbox in Exchange. Proposed idea: Add an OOB yes/no or flag field...

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

STATUS DETAILS
New
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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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
2

Bring back Radio Button on forms / Introduce buttons for forms

Bring back radio buttons on forms. They have been deprecated. We used this feature a lot. Now our radio buttons are a dropdown list and we can't use Toggle button instead. Microsoft need to allow the use of buttons on forms.

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

STATUS DETAILS
Needs Votes
2

Attachments in Note section of Timeline to be added to existing Word Template

I need this for the admins who after reviewing the records downloads the word template which contains all information along with the attachment which the user has attached.

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

STATUS DETAILS
Needs Votes
2

OneNote Integration by Business Unit

Hi Folks, In Gaming we have a single Dynamics instance shared between all the compliance domains. We have multiple Business Units, one for each domain. We'd like to leverage the OneNote integration features but as we understand it, each case generates a new OneNote workbook. We'd like to be able ...

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

STATUS DETAILS
Needs Votes
2

Track Teams voicemail emails to create a Case

"We are having an issue with Teams voicemails that they won't get tracked to Dynamics CRM, and therefore not creating new cases. We do know this is because server side sync would not track automated emails, however this is important for our business since we are having cases not being created and...

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

STATUS DETAILS
Needs Votes
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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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
Needs Votes
2

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) (87)

STATUS DETAILS
Needs Votes