24

Implement configuration for Session Tab Reload behavior

Currently when working with Customer Service/Omnichannel Session Tabs the behavior is that the tab content will reload every time the tab is selected/had focus. This is documented as by design: "Why do tabs reload when an agent switches session tabs or switches from session tab to widget?" This...

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Category: Customer Service Workspace (25)

STATUS DETAILS
New
14

Open multiple records in sessions from dashboard

From a dashboard in the home session you can open one case, which is openend in a new session and your screen goes towards the case you just openend. To open a second one you have to navigate back to the dashboard and click on the second case. It is not possible to select multiple cases and open ...

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Category: Customer Service Workspace (25)

STATUS DETAILS
Under Review
13

Open productivity pane for configured entities

We use the productivity tools to handle cases. But when an account of contact is openend in a session the employee is also bothered by the productivity pane, even though they can't use the productivity tools for these entities. You cannot configure for which entities to enable the productivity pa...

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Category: Customer Service Workspace (25)

STATUS DETAILS
New
12

Automatically open tabs in home session.

You can configure which additional tabs you want to be openend when you open a new session. F.E. The customer details when you open a case in new session. What we would like to have is the opportunity to configure which tabs to open automatically when a service professional starts up the Custome...

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Category: Customer Service Workspace (25)

STATUS DETAILS
Under Review
10

Adding CC field into email templates.

We can create an ARC (automatic record creation rule) so that when customers write emails to us, the system will automatically create a support ticket (a case) in Customer Service. Then, system will send email inform customer that a ticket has been created.


Now we want the ema...

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Category: Customer Service Workspace (25)

STATUS DETAILS
New
5

Edit in Grid

This function was very helpful for mass changes in AX. It is strongly needed. Please support this function in D365. Thank you!

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Category: Customer Service Workspace (25)

STATUS DETAILS
Needs Votes
4

EDIT IN GRID

Edit in grid had been a very helpful function for mass changes in AX - please support this function in D365. Thanks

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Category: Customer Service Workspace (25)

STATUS DETAILS
Needs Votes
3

Improve Macro to get a lookup value of the entity form

In the agent script, we can use macros. In a macro, we would like to get value from the form. We are using ${anchor.fieldName}. But we are not able to retrieve value from a lookup field. How can we do that ? Related to that point, how can we set a value in a lookup field of the form by using a pr...

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1 Comments

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Category: Customer Service Workspace (25)

STATUS DETAILS
Completed
Ideas Administrator

The support for passing lookup values using slugs in Macros has been introduced as part of the 2021 Releave Wave 2. We will be updating our documentation with more examples.

3

Make navigation configurable (manage tab and session opening)

Is there a way to prevent a user from opening a session by clicking on a specific record ? For example, a user can open a case in a new session (shift + click on a case record) but the user should not open a systemuser record in a new session. Can we implement such rules ? We also have the same ...

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Category: Customer Service Workspace (25)

STATUS DETAILS
Declined
Ideas Administrator

Customer Service workspace is based on Unified Client Interface with the same restrictions when it comes to web browser client. Different from Unified Service Desk that is a desktop with more control over the client.
However, we will be sharing the feedback with the Forms/Views team about the requirement to make some lookups non-clickeable like owner (systemuser) on a record or a view. 

2

Inbox View Filters

It would be nice if on the inbox view, if we could filter out closed cases. This would greatly help the efficiencies on our customer service team!

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1 Comments

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Category: Customer Service Workspace (25)

STATUS DETAILS
New