Mail Editor- best in-class required/Outlook like
***9.1- CK Editor VERSION missing features to optimize user experience*** Context reminder: lot of communications done with customers/external partners/internal partners is done via Mail to keep trace of service request for traceability/auditability/compliance…therefore Mail communicati...
Ability to Show/Hide Sections (Tabs) Based on Business Rules
PLEASE NOTE: This suggestion is for Dynamics CRM Online and Dynamics CRM 2016 or greater. There is no option in the below "Product Version" drop-down list.
There are many occasions where multiple fields need to be hidden and/or shown based on Business Rules. This can lead to a very lo...
Display images inline inside E-Mail Body in Customer Service Hub/Unified Interface
Feature: Allow to view images inside the E-Mail body direcetly in the E-Mail instead of have to view them as attachments. Explanation: In the classic WEB UI all images inside an E-Mail body were directly displayed and could viewed inside the E-Mail Body. In the Customer Service Hub all Images ...
Thank you for your feedback.
We implemented inline image support end-to-end in the email experience for our April 2020 release. You can review more information on the email experience from https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-email-overview
Sincerely,
PM, Microsoft.
Expand all - in the Timeline
We want to have a "Expand all" Option in the Timeline - which expands all Notes, Activities visible on the Screen. With this Option we would also be able to use the Browser Search within the Timeline. I think this Option was already the in previouse Versions
Thank you for your feedback.
For our October 2020 Wave 2 release we have enabled an expand all/collapse all records option for the timeline. You can learn more about timeline functionality from https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-timeline-overview. Specifically the information on the new expand functionality is available from https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-timeline-overview#expand-all-records
Thanks again for the great suggestion.
Search in Timeline
This idea is not specifically related to CS. In general it should be possible to search in timeline. Currently there is only filter option available. Option could be to expand filter with search text box or put text box on top of the timeline.
Thank you for your feedback.
We added search for Timeline in our April 2020 release. For more information on Timeline functionality please see https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-timeline-overview.
For our October 2020 release we are adding highlighting of the search matches.
Sincerely,
PM, Microsoft.
Ability to customize the field size in Quick View Form
When creating a Quick View form for a specific entity, the field heights is not customizable although the width can be changed.
It ends up having a plenty of room for the one field.
I would like to avoid having such space on Quick View Form.
Product Version：CRM Online 2016
...
Unread messages pop-up windows notifications when Omnichannel not in focus
Unread messages pop-up windows notifications when Omnichannel not in focus. Problem: Agent misses notifications when Omnichannel not in focus. This can happen in the following scenarios: 1. agent minimises the Omnichannel browser to work on something else, 2. agent have another application on to...
The mentioned customer problem is solved by the "Receive notifications when the app is in the background" feature mentioned in this document
Notifications for agents working in Omnichannel for Customer Service | Microsoft Learn
Sincerely,
PM, Microsoft
Ability to display ‘Attachments’ in Appointment entity on other entities
This ‘Attachment’ field is a special field that is configured in system, so that users are not able to associated that field with other entities.
Also, the ‘Attachment’ field cannot be displayed as a sub-grid, users are not able to add it as a sub-grid either.
It would be ...
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.
Wait time to show to agents in notifications
When the push notification is given to the agent we’d like to show the agent how long the customer has been waiting in the notification. Wait time currently isn't available as a slug and can't be added to the notifications.
Administrator
Thank you for your feedback.
We updated and modernized our email editor experience in the April 2020 Wave 1 release. And in our October 2020 Wave 2 release we are completing this transormation with updates to the email template and signature builder experiences.
More information on these email experience can be found at https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-email-overview
Thank you.