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...
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 ...
Increase the number of open sessions inside Workspace App
The limit of 10 sessions within the workspace is not in line with the agents' work process, it is a limit as they would need a greater number of sessions within the workspace. It would be nice to be able to configure the number of sessions that can be opened for each environme...
Stop messages being marked as read in the reading pane
In Outlook, you can stop messages being marked as read when viewed in the Reading Pane. We would like the ability to turn this feature off in Customer Service Workspace too.
When emails are automatically marked as read when viewed in the Reading Pane, this hinders the ability ...
Issue with Session template - Application tab template
User story
As a customer service agent I expect only the application tab templates to open automatically when a lookup field can be retrieved from the source record.
Description issue:
If no lookup field can be retrieved (field st...
The proposed feature is available in the product and the documentation will be updated in a few days.
If the system does not match the entityId value to an existing record in Dataverse, then the form will open in create mode to create a new record.
If you want the system to load the form only when the record exists in Dataverse, then follow these steps:
- In the Application Tab Template form, go to Template Paramater.
- Select the template parameter named validateRecord
Value: true - Click Save and Close.
Power Platform Mobile App Feature Enhancements
We are hoping to see the following 2 features added to the product road map for the power apps mobile app-
1.When using the power apps mobile app with our corporate app/solutions, the apps listed all display the existing owner of the app. We would like to have an easy, out-of-the...
"Recent" option in left navigation pane doesn't seem to update in the Customer Service Workspace app.
Issue: Originally "Recent" and "Pinned" in the Omnichannel app were not supported and we were not sure if Microsoft wasn't planning to introduce the feature on their end. We found recently that these ...
Enhance Closed Conversation Transcripts to Reduce Load Times and Prevent Load "Reset" After Tab Switching
Hello,
Our team has noticed that closed conversation transcripts load slowly, and can take a very long time to load long conversations.
The act of switching tabs to perform other tasks (while waiting) 'resets' the loading as well, making reviewing long conve...
Case grids should work on queueitem view
The following feature should also be available for views of the entity queueitem (not only for views of the entity incident):
https://learn.microsoft.com/en-us/dynamics365/customer-service/enable-case-grids
The values in the colums "last interaction and "next sla" are n...
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.
Regards,
Product Manager, Microsof
Administrator
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