15

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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2 Comments

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Category: Customer Service (37)

STATUS DETAILS
Needs Votes
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 (37)

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.

10

Showing user's name instead of system in Portal.

Currently, in Dynamics 365, the case is recorded as 'SYSTEM' whenever the case is edit, cancel or closed through Portal. This should be improved by showing the user's name who do the editing instead. This would be great as the user might confuse when checking the case in Dynamics 365 since the 'S...

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1 Comments

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Category: Customer Service (37)

STATUS DETAILS
Under Review
7

Quick search on dashboard - should only fetch on view records

Quick search on dashboard views should only fetch on view records and not the entire entity as it is today. Because. Because if I make a dashaboard with some views and put a Quick search in each view is because I need search in that view and not on entire entity.

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0 Comments

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Category: Customer Service (37)

STATUS DETAILS
Needs Votes
7

Ability to view other users that are also viewing/editing the record

Similar to SharePoint or Office online, the ability to see other users that are also viewing and/or editing the record while a record form is open would be interesting in the use case of a two CSR agents responding to the same customer (e.g. when a customer is both online and on a phone call)

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0 Comments

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Category: Customer Service (37)

STATUS DETAILS
Needs Votes
Ideas 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,

Vamsi

PM, Microsoft.

7

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 bro...

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4 Comments

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Category: Customer Service (37)

STATUS DETAILS
Planned
April 2020
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! This is in our roadmap for Oct 2019

Sincerely,

PM,

Microsoft.

6

@ to tag user in notes.

Would like the capability to use @ mentions in CRM Notes and Activities field to notify team members or tag team members

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0 Comments

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Category: Customer Service (37)

STATUS DETAILS
Needs Votes
Ideas 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,

PM,

Microsoft.

5

Add Filter Option in Customer servie Hub (Dashboards)

A very common request by the customer to add Filter in Dashboards for Customer service Hub & also Sales Hub.

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1 Comments

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Category: Customer Service (37)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

We need some more details to understand your suggestion better. Can you please help us with user scenario 

 

Sincerely,

PM,

Microsoft.

1

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).

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4 Comments

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Category: Customer Service (37)

STATUS DETAILS
Needs Votes
4

Improve Customer Service Hub / Old Web Client for Tickets KB etc.

For some reasons, our customer does not want to use the new Customer Service Hub even if it looks very nice. The biggest issue here is the missing possibility to set up interactive dashboards without any timeframe or with a custom default timeframe. In case lots of service agents open each day...

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0 Comments

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Category: Customer Service (37)

STATUS DETAILS
Under Review
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We will consider this in our roadmap.

Sincerely,

PM,

Microsoft.