14
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Leonardo Giovannelli on 4/20/2026 12:57:15 PM

14

Add ‘Has Attachment’ indicator/column for Incoming Emails in Copilot Service Workspace views

In Copilot Service Workspace, agents working with Incoming Emails currently have no way to immediately see whether an email contains one or more attachments without opening the record.

This limitation applies in particular to:

11
Z
Zubair Shaikh on 5/21/2026 12:06:34 PM

11

Display Attachments in Case Timeline for Portal Comments

Currently, attachments added through portal comments are not visible within the timeline of the case record in Dynamics 365 Customer Service.


It would be highly beneficial to display these attachments directly alongside their corresponding comments in the timeline view.

...

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1 Comments

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Category: Customer Service Workspace (174)

STATUS DETAILS
New
11
L
Leonardo Giovannelli on 5/21/2026 8:56:43 AM

11

Preserve scroll position in views when navigating back from a record

When users navigate through a list (view) in Dynamics 365 / Copilot Service Workspace and open a record, returning to the view resets the scroll position to the top.

This behavior causes:

11
O
Olwen Nguyen on 4/13/2026 8:15:18 AM

11

Provide anchor tab control for Contact-to-Contact and sitemap navigation in Customer Service workspace

Hi Customer Service workspace team,


This is the idea from: Andreas Wijaya - Bupa ANZ


Scenario

The customer uses Contact as the main anchor tab / supertab in Customer Service workspace.

When an agent is working within Contact A, the...

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5 Comments

Read more... 5 Comments

Category: Customer Service Workspace (174)

STATUS DETAILS
New
8
D
Daniel Dao on 5/19/2026 6:21:44 AM

8

Email transcript should include bot/Adaptive Card responses and documentation should explicitly mention current limitations

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DOCUMENTATION IMPROVEMENT

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The current Microsoft Learn documentation page: "Enable transcript for messaging channels" (htt...

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3 Comments

Read more... 3 Comments

Category: Customer Service Workspace (174)

STATUS DETAILS
New
4
R
Richard Howard on 4/30/2025 7:37:38 PM

4

Suggestions for Better Callback Experience

When implementing the out of the box Callback function, we have found that it is rudimentary. We are proposing a few things that are in use around the globe in call centers that we would like MSFT to implement: