Mail Editor- best in-class required/Outlook like
***9.1- CK Editor VERSION missing features to optimize user experience*** Context reminder: lot of communications done with customers/external partners/internal partners is done via Mail to keep trace of service request for traceability/auditability/compliance…therefore Mail communicati...
Display images inline inside E-Mail Body in Customer Service Hub/Unified Interface
Feature: Allow to view images inside the E-Mail body direcetly in the E-Mail instead of have to view them as attachments. Explanation: In the classic WEB UI all images inside an E-Mail body were directly displayed and could viewed inside the E-Mail Body. In the Customer Service Hub all Images ...
Thank you for your feedback.
We implemented inline image support end-to-end in the email experience for our April 2020 release. You can review more information on the email experience from https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-email-overview
Sincerely,
PM, Microsoft.
Expand all - in the Timeline
We want to have a "Expand all" Option in the Timeline - which expands all Notes, Activities visible on the Screen. With this Option we would also be able to use the Browser Search within the Timeline. I think this Option was already the in previouse Versions
Thank you for your feedback.
For our October 2020 Wave 2 release we have enabled an expand all/collapse all records option for the timeline. You can learn more about timeline functionality from https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-timeline-overview. Specifically the information on the new expand functionality is available from https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-timeline-overview#expand-all-records
Thanks again for the great suggestion.
Search in Timeline
This idea is not specifically related to CS. In general it should be possible to search in timeline. Currently there is only filter option available. Option could be to expand filter with search text box or put text box on top of the timeline.
Thank you for your feedback.
We added search for Timeline in our April 2020 release. For more information on Timeline functionality please see https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-timeline-overview.
For our October 2020 release we are adding highlighting of the search matches.
Sincerely,
PM, Microsoft.
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...
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
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.
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...
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.
Display relevant icons on Email activity entries in journals
Currently this is provided in base Dynamics 365. Emails in a case journal, for example, will have an icon that visually conveys what kind of email it is: Inbound, Outbound, Draft, etc. Customer Service Hub replaces these with a single icon that looks very much like a 'draft' email icon. The ho...
Thank you for your feedback.
We released this feature as part of the functionality in the 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-overview
Sincerely,
PM, Microsoft.
Notification to agent when user reply to a message
As the customer service teams are more dynamic and every agent works with multi platforms at the same time, Dynamics 365 Omnichannel Customer Service could have an option for the agents to be notified when the user replies on the chatbot.
There are many cases where an agent ha...
Omnichannel provides sound notifications for both incoming conversations and ongoing conversations:
Personalize sound notifications in Omnichannel for Customer Service. | Microsoft Learn
Improve Macro to get a lookup value of the entity form
In the agent script, we can use macros. In a macro, we would like to get value from the form. We are using ${anchor.fieldName}. But we are not able to retrieve value from a lookup field. How can we do that ? Related to that point, how can we set a value in a lookup field of the form by using a pr...
The support for passing lookup values using slugs in Macros has been introduced as part of the 2021 Releave Wave 2.
We will be updating our documentation with more examples.
Administrator
Thank you for your feedback.
We updated and modernized our email editor experience in the April 2020 Wave 1 release. And in our October 2020 Wave 2 release we are completing this transormation with updates to the email template and signature builder experiences.
More information on these email experience can be found at https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-email-overview
Thank you.