13

Ability to keep QueueItem activated after the auto case creation rules have run and not created a case.

We are using the Queue Management functionality of Dynamics 365 (v9.1 - April) and we have Auto Case Creation rules in place of happy path scenarios. When an unhappy path scenario happens the QueueItem gets deactivated, hiding the Case from the Queue and ultimately having a customer impact for n...

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3 Comments

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes
12

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 SSS...

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2 Comments

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes
11

Standard font in Microsoft CRM

Hi Idea: set another default font for the Email editor. Thnx! Chedin

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0 Comments

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes
6

Add attachments when composing an email from the timeline

When composing a new email from the timeline, there should be a button to add attachments so that users can send emails with templates to the customers directly from the timeline.

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0 Comments

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes
6

SLA should be measured in working hours and not include off work hours as well

Currently SLA cannot be set up to only look at working hours but also off work hours need to be added to prevent cases from being escalated too soon. As a result especially for reporting the figures get quite confusing as they don't show the actual (working) time spent on the case but the total t...

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0 Comments

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes
5

See the availability of contacts when sending an email

When working on cases it is often required to reach out internally. If doing so by email using the built-in email functionality of CS app, it is not possible to see, whether a contact (internal) is available or not. It would be nice to have the same feature as in Outlook, where, before sending an...

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1 Comments

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
New
5

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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0 Comments

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes
3

Email Sender Blocking and Junk Mail

Hi, We have quite a number of customers who have moved the management of their team mailboxes into D365 CE using queues. As with many mailboxes, there are emails from senders who could easily be classed as Junk/spam email senders. It would be great if there was a function in D365 CE to block f...

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0 Comments

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes
2

Align Dynamics Email Address Length Limit to Outlook's limit

Request to align Dynamics email length limit to Outlook's limit. Current Dynamics's limit is 200 characters, which is less than Outlooks limit of 254 characters. The result of this mismatch is emails may fail to sync into Dynamics if the email address length is too long.

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1 Comments

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
New
2

Allow parent and child to be independently closed

Hi, I consider that would be a good idea to unlink parent and child cases close. I propose a new option in the Parent and child cases settings, where you can choose that you can close a parent or a child case independently. The system will have three options: - Close all child cases when parent ...

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0 Comments

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
Needs Votes