Ability to show or hide specific global quick replies based on the OC queue
Ability to show or hide specific global quick replies based on the OC queue and language so users will only view the quick replies pertinent to them instead of the entire global list and can then further quickly search/filter/browse to see the quick replies t...
Possibility to set inbox as default view customer service workspace dynamics 365
Our agents start their day by examining what customer support requests that have arrived during evening and night. It would be very beneficial if they could start their CSW experience from the Inbox view.
It is in my opinion all you need to get started.
Br
...Allow Dynamics 365 App for Outlook to connect to shared mailboxes
It would be great if the Dynamics 365 app for outlook could be pushed to shared mailboxes. Many customer service teams use shared mailboxes to manage customer conversations and it would make sense for them to be able to create cases and track emails to cases all from that shared inbox.
Configure the inbox to show conversation by subset e.g. chat or only by voice call or social media
We need the abilty to configure the inbox to show conversation only by online chat or only by voice call or by social media channel. Currently all conversations regardless of whether they are chat or voice or social media are shown in one "folder". Agents need to be able to focus on one partic...
Administrator
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.
Sincerely,
Ravi
PM, Microsoft.