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...
Thank you for your feedback.
The working hours of the agent can be set to none for that day to indicate the agent is out of office.
Thanks,
Microsoft PM
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 ...
Hello,
Thanks for your input!
We have started supporting the routing of multiple types of records using Unified Routing. Please review this documentation to know more - Enable entities for queues in unified routing
Best,
Prathmesh Todakar,
Product Manager, Microsoft
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...
Thanks for sharing your idea!
We have introduced a feature to address this request. Please review this documentation to know more - Set up default views for routing dialogs
Thanks,
PM, Microsoft
Routing of E-mails based on keywords
Scenario: Insurance company gets loads of E-mails via E-mail-router into CRM. Based on keywords the e-mails are routed to specific queues. Eg "complaint" to queue "high prio", or "pension" to queue "Life".
Keywords must be maintainable by business owners (separate table, not workflows).
Hello,
Thanks a lot for sharing your idea! There are multiple ways to achieve this in the product today. You can configure route-to-queues rules for a workstream. Keywords can be used to route work items to the right queues. Alternatively, you can also leverage intelligence skills finder models to predict the skills as keywords, which can then be used to route work items to the right set of queues. To know more - Set up skill-based routing | Microsoft Learn.
Thanks,
Prathmesh Todakar,
Product Manager, Microsoft
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 ...
Thank you for your feedback. This feature is available - if agent capacities are the same, round-robin ordering is applied to tie-break between the eligible agents.
Please refer to the following documentation: Highest Capacity Assignment Method
Thanks,
PM Microsoft
Allow customer service representatives on ISH to set their availability
CSRs using Interactive Service Hub to manage cases don't have a real agent console but rather a list of tickets in a queue that does not take into account real time availability of the agents.
The request is to add a switch (similar to what parature had) to enable CSRs to set their ava...
Thank you for your feedback.
This is generally available as part of Omnichannel presence. Please check this documentation for reference - Manage presence status in Omnichannel for Customer Service | Microsoft Learn
Sincerely,
Prathmesh Todakar,
Product Manager, Microsoft
Administrator
We are glad to announce that this feature will be released in April Wave 2023 release. Please check the release notes for the timelines - Customize, extend the conversation entity | Microsoft Learn
Thanks for providing your valuable feedback with us.