65

Email convert to case

Can we have the pop-up box for email to case convert customizable? We would like subject field to become mandatory for us which is mandatory on the case form for us.

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4 Comments

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
Needs Votes
53

Possibility to set the default font for email per user

It would be great to be able to set default fonts and font sizes for composed emails in Dynamics for each user. Eg on their personal settings. It would also be great to be able to set the default font and font size for composed emails on the system settings.

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14 Comments

Read more... 14 Comments

Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
Needs Votes
28

Email to Case Process Needs to Run when the Queue is BCC'd

Currently, when a Queue email address is BCC'd Server Side Sync creates the message in CRM but the Email To Case Process fails to run. The Email To Case Process must run on emails where the Queue email address is in the BCC. This can be done by correcting the Email To Case Process or having SS...

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5 Comments

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
Under Review
6

Merge Cases from "Form" instead of "View"

The current way of merging cases is to go to a "View" and select two cases, then choose the "Merge" button at the top of the menu. This is ok when dealing with low volume of cases, however when there are a lot of cases, it means that a custom view needs to be created by the user to find these...

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0 Comments

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
5

Feature that allows users to edit which BPF is applied to records created by automatic record creation rules on a per-application basis

We need a feature that allows users to edit which BPF is applied to records created by automatic record creation rules for each application.


The current behavior is that in order for BPF to be automatically applied to records created by automatic record creation rules, we must...

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0 Comments

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
1

Activate the default icon in the numbering and bullet FONT Ribbon - It is currently very frustrating that it defaults automatically to Times New Roman. Or change the default to a universal ARIAL

Dear Microsoft


PLEASE ACTIVIATE THE NUMBERING AND BULLET FONT OPTION.


It is very frustrating when we work in Arial font, select a bullet or number, then it defaults to Times New Roman. We must be able to set our own default.


It is in the Mic...

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1 Comments

Read more... 1 Comments

Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
1

Alter product behavior to avoid duplicate Dashboards display upon log-in

Our Agents network wide see a duplicate Dashboard (two identical tabs) upon first log-in. Microsoft confirmed that this is a product behavior to display two tabs when the user has "Omnichannel Supervisor" or "Williams-Sonoma Supervisor" role. There is no customization to prevent the duplicate...

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0 Comments

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
1

Ability to filter timeline by @mentioned user and created by user

Case timeline may contain a lot of back and forth communication and other notes/posts. It would be helpful to be able to filter the timeline by @mentioned user (i.e. show me all notes/posts where I am @mentioned). The ability to filter notes/posts created by a specific user would also help in ...

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0 Comments

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
1

Tony Xu

IDEA: To include a function to generate "Word Cloud" based on selection of data from existing system records in CRM"


Use case: to have a word cloud showing the most popular enquiry/feedback received from xxx during the period of yyyy.

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0 Comments

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New
1

Queue item - Unread in bold - Similar to outlook function of unread emails

Our organization is working a lot in queues and queue items, many of our users come from handling emails in outlook and see a lack of functionality in viewing the queue. Adding a feature that will highlight or make the text bold of items that the user has not opened would help them a lot in pi...

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0 Comments

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Category: Customer Service (Case Management / Queues) (100)

STATUS DETAILS
New