Allow more detailed statuses for calls in conversation journey
Current behavior: In conversation journey, the status when a call is unanswered/rejected is the same (Rejected), so agents can't tell if a call was rejected or unanswered.
It would be helpful if the call could display different statuses depending on how it ended (e.g. Rejected...
Enable "Record Set Navigation" feature in CSW app
After we migrated to Customer Service Workspace, we noticed that "Record Set Navigation" feature is removed from Case entity in CSW app, which was available in UCI or ISH apps.
Business Value:
- Users can navigate across the records present in sub-grid with a single ...
STATUS DETAILSNew
graphical layout of conversations/cases by color and for each channel different sound
Good morning, we kindly request the possibility to differentiate the graphical layout of conversations/cases by color and to differentiate the notifications for each channel by different sounds.
Thanks
Correct Timeline design flaw
If you configure the new UX to have a timeline to use 2 columns width, then all the new property is ruined by a grey wall of no data. When using one column this is not an issue, but when you use two... it is. In my case I have made this adjustment within the Customer Service Hub on the form CA...
Voice of the Customer (VotC) On-Premises
Provide Voice of the Customer (VotC) functionality to On-Premises implementations of Dynamics 365.
Voice of the Customer reached EOL on July 1st, 2020
CSW: Preserve scroll position in Case and Queue Items list when opening records
In Customer Service Workspace (CSW), when a user scrolls down in a Case or Queue Items list and opens a record, the record opens in a new session tab
However, when returning to the list view, the scroll position resets to the top of the list. The user must scroll down again to find the p...
Customer Service Workspace - Scrolling in Cases / Queue Items
When you scroll down Cases or Queue Items and open one of them they open in a ne session as expected.
If you go back to "Home" the case overview reloads and your are back at the top of the current items. But not at the place where you scrolled down before.
W...
Productivity Pane Major Limitation: Automatic Filtering & Context Awareness
The Productivity Pane it lacks essential contextual awareness, making key features ineffective.
In our scenario, knowledge articles are directly related to accounts via a custom relationship, with each account maintaining 50–100 articles covering unique systems, processes, and...
Pre-chat survey: mobile number and email field should be restricted to numbers & email format only.
the pre-chat survey which is configured in system for Mobile number - should be restricted to digits only. Currently it is an open text field, but it should be restricted for digits only.
The pre-chat survey which is configured in system for email - should be restricted to email format o...
Pinning in CSW
No ability to pin cases or tabs is available in the Customer Service Workspace as it is in CSH.
This feature request is being evaluated for a furure release.
Administrator
Thank you for your feedback.
We released this feature as part of the functionality in 2020 October Wave release.
Please refer to the following link for more information: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-timeline-admin#expand-filter-pane
Sincerely,
PM,
Microsoft.