21

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...

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3 Comments

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Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
Completed
Ideas Administrator

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

13

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...

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2 Comments

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Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
Completed
Ideas Administrator

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.

11

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...

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4 Comments

Read more... 4 Comments

Category: Customer Service (Routing, SLA) (69)

STATUS DETAILS
Completed
Ideas Administrator

 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.