Enable user to customize 'Conversation' entity
Enable user to customize 'Conversation' entity. There are a lot of business industry in real world, for example: automotive, banking, insurance, healthcare, etc. The problem is, on current environment, Conversation entity cannot be customized. And Agent need to check related information from sel...
Editable Resolve Case dialog box
Dear, A product suggestion that a lot of clients have: make the 'Resolve case dialog box' editable. A similiar request will be implemented in 2019-wave 2 for the opportunity close dialog box. https://experience.dynamics.com/ideas/categories/list/?view=New&viewId=feb96173-d81b-e811-8108-386...
Configurable case resolution page feature was released with Wave 1 2020.
Documentation: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-modify-case-resolution-dialog
Holidays & Absences - Reactivation of cases does not look at absence of agents
With the calendar view we certainly benefit from seeing agents availability, however there is no feature to manage “absence of agents”. For example if an old case reopens, it automatically reopens to the agent who was handling the case. When he/she is absent, the system does not take that into ac...
All Activity types for Routing
At the time of submitting this Idea, it seems that activities cannot be routed in Omnichannel. This is an unfortunate oversight, as it is as important to be able to route activities, as it is to route Cases. At present, it is possible to add most entities to Omnichannel for routing by enabling ...
Case is in multiple queues error
We are using Dynamics CRM 2011. In some cases, clicking Queue Item Details displays the message "This record is in multiple queues. Go to the specific queue to view the details".
I'm required to clean up the existing duplicates queue items using Advanced Find manually. The issue app...
Thank you for your feedback.
We fixed this behavior as part of the Oct/2018 release. Upon re-activating a case and further upon clicking 'Queue Item Details' , you'll be able to see the active queue item.
Sincerely,
Vamsi
PM,Microsoft.
Support for inline embeded images when composing in browser
We are using Server Side Sync such that inbound emails result in either new or updated cases.
Our users now use CRM to compose emails in response to incoming client emails, where before they used Outlook connected to shared mailboxes.
The email editor in Dynamics via a brows...
Thank you for your feedback.
We released this feature as part of the functionality in April 2020.
Please refer to the following link for more information:
Sincerely,
PM,
Microsoft.
Allow selecting custom user views of entity in case routing.
When you select one case to route, the user view by default is the "Private Queue User Lookup View" this it is fine. But if you select more than one, the view by default is "User Lookup View" this allow to the user route or assign the case to an user out this queue that can be private or not. We...
Allow for "Set Regarding" to apply and track to more than one entity
“Set Regarding” works very well when tracking emails in Dynamics 365 yet can only track to one entity. Our goal would be to allow the use of this feature to track more than 1 case/account/contact/etc... or different entities on a single email. “Set Regarding” as designed looks to have the track...
Secondary Agent Prioritization Rule
For context, we know there is, what I'm calling, the primary agent prioritization rule that tells the system, "Give this chat to whichever available agent has the most open capacity". But what about when there are not many people chatting in? Everyone will have the same capacity and that primary ...
Relevance Search results to sort by "created on" date as defined in "View: Quick Find Tickets"
We would like Relevance Search results to sort by "created on" date as defined in "View: Quick Find Tickets" sorting configuration. We understand Relevance Search uses default scoring concepts as Azure Search, but the we would like to have search results display as per the defined view. We are ...
Administrator
We are glad to announce that this feature will be released in April Wave 2023 release. It should be available in your environments starting 1-April-2023. Here's the documentation for the same - https://learn.microsoft.com/en-us/dynamics365/customer-service/supported-customizations
Thanks for providing your valuable feedback with us.