17

Automatic Case status change when customer responds back

Currently we have "Pending Customer Response" and "Waiting for Customer Confirmation" when the custom...

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Category: Case Management (53)

STATUS DETAILS
New
12

Set Case Origin to Conversation Channel

In the Digital Contact Center, when using the out of the box button "New Case" on the Conversation form, a Case is created with Case Origin set to "Web" by default. Even though the Conversation Channel is "WhatsApp" for example. We now use Custom JavaScript to map the conversation channels to ...

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Category: Case Management (53)

STATUS DETAILS
New
12

Case management, sort case priority

Current Issue:

In Microsoft Dynamics 365, the Case Priority column is currently sorted alphabetically instead of following a logical priority order. This leads to unexpected sorting results such as:

11

How to check the status changes in Dynamics 365 Customer Service

Currently, to check if the status of Dynamics 365 Customer Service has been changed, you can only check the audit log. Since the audit log cannot filter only the status changes or export to CSV or similar formats, the ...

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Category: Case Management (53)

STATUS DETAILS
New
11

Regarding the export of the unified view.

Currently, the ability to export a unified view from multiple screens has not been implemented. Implementing the feature to export a unified view directly within model-driven apps would greatly enhance user convenience...

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Category: Case Management (53)

STATUS DETAILS
New