2

Completed Queue item will not show item details - unless selected from advance search

Hello team, There idea here is to either make this option available or at least create a different button for Queue item details/ when an item is either in completed or inactive state. This is the scenario: If a queue item is completed or in inactive state, the button "queue item details" just ...

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
Needs Votes
2

Read Only Fields on Cases

In a recent update you have made the Priority/Status and Owner fields read only as well as being editable but moved the editable fields so they are not visible on the screen meaning an extra click to select the arrow to show their fields before editing them. What a step back in what was a reall...

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
Needs Votes
2

N:N relationship between customer and SLA

Currently only one SLA can be assigned to a customer. However, there are contracts with customers in which the customer has agreed several SLAs depending on the problem. For example, the malfunction of a heating system is handled with the SLA P1 and the repair of a door with the SLA P2. We nee...

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We will consider this in our roadmap.

Sincerely,

PM,

Microsoft.

1

Activate the default icon in the numbering and bullet FONT Ribbon - It is currently very frustrating that it defaults automatically to Times New Roman. Or change the default to a universal ARIAL

Dear Microsoft


PLEASE ACTIVIATE THE NUMBERING AND BULLET FONT OPTION.


It is very frustrating when we work in Arial font, select a bullet or number, then it defaults to Times New Roman. We must be able to set our own default.


It is in the Mic...

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1 Comments

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
1

Alter product behavior to avoid duplicate Dashboards display upon log-in

Our Agents network wide see a duplicate Dashboard (two identical tabs) upon first log-in. Microsoft confirmed that this is a product behavior to display two tabs when the user has "Omnichannel Supervisor" or "Williams-Sonoma Supervisor" role. There is no customization to prevent the duplicate...

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
1

Ability to filter timeline by @mentioned user and created by user

Case timeline may contain a lot of back and forth communication and other notes/posts. It would be helpful to be able to filter the timeline by @mentioned user (i.e. show me all notes/posts where I am @mentioned). The ability to filter notes/posts created by a specific user would also help in ...

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
1

Dynamic 365 customer service voice speech confirmation or voice translation script history tracking

Wish there is an option to easily maintain customer fulfillment voice speech business action confirmations (purpose of reference or guidance) and/or along with voice speech translations (e.g. in the event customer maybe a foreigner) for purpose of business activity, tasks or transactions confi...

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1 Comments

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
1

Tony Xu

IDEA: To include a function to generate "Word Cloud" based on selection of data from existing system records in CRM"


Use case: to have a word cloud showing the most popular enquiry/feedback received from xxx during the period of yyyy.

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
1

Queue item - Unread in bold - Similar to outlook function of unread emails

Our organization is working a lot in queues and queue items, many of our users come from handling emails in outlook and see a lack of functionality in viewing the queue. Adding a feature that will highlight or make the text bold of items that the user has not opened would help them a lot in pi...

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
1

Queue Item - Tagging - Similar to outlook

Hey, we are using queues quite heavily and handling a lot of emails and cases in those, I see that many of our users have a hard time moving from outlook to queues in D365 due to the lack of the simple tagging functionality that exist in outlook, so kindly add tagging to queue items in a simi...

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New