Ability to Show/Hide Sections (Tabs) Based on Business Rules
PLEASE NOTE: This suggestion is for Dynamics CRM Online and Dynamics CRM 2016 or greater. There is no option in the below "Product Version" drop-down list.
There are many occasions where multiple fields need to be hidden and/or shown based on Business Rules. This can lead to a very lo...
Despite configuring the display name of the agent to show their nickname in the options, the transcript still displays their full name. We would like the nickname to appear instead.
ISSUE DEFINITION
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Despite configuring the display name of the agent to show their nickname in the options, the transcript still displays...
Default view for routing dialog to User/Team
The routing dialog setting "Route queue item" should either apply to "Route to User/Team" as well as "Route to Queue" when routing a queue item, or there should be a separate setting where you could change the default view for routing to User/Team. As of today there is no possibility of changi...
Pre-chat survey: mobile number and email field should be restricted to numbers & email format only.
the pre-chat survey which is configured in system for Mobile number - should be restricted to digits only. Currently it is an open text field, but it should be restricted for digits only.
The pre-chat survey which is configured in system for email - should be restricted to email format o...
Option to remove unnecessary fields from edit filter dropdown for a view
Today, the edit filter dropdown for a view shows all the fields from the primary entity and all related entity. This makes the edit dropdown filter crowded as user needs to search for fields when primary entity contains many fields. There must be some way to remove unnecessary fields to appear...
Stop knowledge controls refreshing when switching between session tabs
Is it possible to stop knowledge controls from refreshing/reloading when changing between session tabs? This causes a productivity blocker for agents doing things like multiple chat sessions as switching between tabs forces the knowledge control to re-load losing placement within the article.
Allow users to decide if left-side navigation stays expanded or closes.
Allow users to decide if left-side navigation stays expanded or closes.
Currently the default is closed but some of our users would like to pin it open.
This is in the new customer service workspace.
API to retrieve Case entity session template
Business Scenario
We use Agent Scripts in the Customer Service Workspace app to facilitate semi-automated actions for our users. These scripts are tailored to specific business units of user groups. Therefore we use multiple Case entity ...
Clicking a case record does not open the expected form but it opens a queue item
Please continue addressing the known issue 4449491. This is a trending issue that affects many customers.
Need notification template for hiding presence login
Please consider this as a feature request to hide the Presence notification for users who do not require an Omnichannel security role to be assigned.
Currently, the system only allows to clear the notification error if an Omnichannel agent or supervisor role is assigned.