26

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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10 Comments

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
Needs Votes
16

Improve visibility/accessibility of timeline icons

The latest version of the timeline in UI makes it very hard for users to differentiate at a glance between different types of activities. It also makes it very hard for users to open a record using such a small icon in amongst a number of others. This is a particular issue for users with acces...

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2 Comments

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
Under Review
14

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) (61)

STATUS DETAILS
Needs Votes
12

Cancelled Cases reactivation doesn't reactivate queue item

When a case is being cancelled and it does get reactivated, e.g. by an email sent from the customer, the case gets reactivated, however the queue item doesn’t. So the agent may see the case in one of his cases list views, but it won’t show up anymore in any of the queues. There is a workaround th...

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0 Comments

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New
10

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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1 Comments

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
Needs Votes
9

To enable optimal internal and external support, display the full customer email address on To line for D365 emails (not just contact name)

In my Support space, my agents answer both internal and external customer support requests. In the current UX, my agents cannot tell by the email recipient list whether a reply all is going to internal customers or external customers. This is because only the contact name is displayed. In orde...

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1 Comments

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Category: Customer Service (Case Management / Queues) (61)

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.

1

Bring back Radio Button on forms / Introduce buttons for forms

Bring back radio buttons on forms. They have been deprecated. We used this feature a lot. Now our radio buttons are a dropdown list and we can't use Toggle button instead. Microsoft need to allow the use of buttons on forms.

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0 Comments

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New
1

Leave existing case resolutions completed when reactivating a case

When re-activating a resolved case, the most current & already existing case resolution activity updates to cancelled. I'm wondering if that can be changed; because we cannot change the modified on stamp on activities within the timeline the case resolution cancellations cause an inaccurate view ...

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0 Comments

Read more... 0 Comments

Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New