15

Timer to stop counting outside business hours

With the current setup of CS app, the SLA will include non-working hours when an agent starts working on a case and continue counting down. This however is pretty much confusing for the agent as the numbers you might get shown on the SLA vary. Instead what should be done, is, that the admin confi...

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1 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
New
6

Allow selecting custom user views of entity in case routing.

When you select one case to route, the user view by default is the "Private Queue User Lookup View" this it is fine. But if you select more than one, the view by default is "User Lookup View" this allow to the user route or assign the case to an user out this queue that can be private or not. We...

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0 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Needs Votes
1

Allow select user view routing cases

When you select one case to route the user view by default is the "Private Queue User Lookup View" it is fine. But if you select more than one the view by default is "Userand want route this case

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1 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Needs Votes
1

An out of the box option to create a routing rule based on the CC field of a sender email

It would be useful to add an out of the box option to create a routing rule based on the CC field of a sender email. Some users place the email address (associated with a queue) in the CC field only, and those cases auto-create but they do not get routed to the appropriate queue because the email...

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0 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Needs Votes
4

Custom Filtered view to show enquiries that belong to Me, or My Team of Members of my Team, Or My Team

Custom Filtered view to show enquiries that belong to Me, or My Team of Members of my Team, Or My Team displaying records in a single view which would return the records for owning user and teams. The current infra only supports displaying records for owning user or Teams but not both. This is i...

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0 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Needs Votes
3

'Create PDF' function for Case entity

In D365 sales, word templates can be used to to export PDFs instead of exporting Word Documents, by clicking the 'Create PDF' or 'Email as PDF' buttons in the command bar on Sales records. Expanding this functionality to Service Records, such as Cases, would be very useful for a wide range of ...

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0 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Needs Votes
1

Ability to insert email templates when replying email to a non-contact email address

This is a request in order to create better and more efficient customer support experiences for the support team. Request: Ability to insert email templates when replying to the email to a non-contact email address. Background and Request Description: Currently, over half of the incoming Email...

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1 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Needs Votes
1

Warranties for Claim management

I would like an enhancement of the Entitlement entity to make it easier to collect info about warranties. Ex. when a Quote is won, I would like the salesman to link the Warranty sold with that contract (ex. automatic basic free warranty or premium paid warranty). Therefore when eventually a C...

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0 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Needs Votes
2

Entry in the timeline Resolved - Reopend

Is it possible that when we reopen a case there is an entry in the timeline similar to the resolved one saying reopen and that the timestamp from the resolved action is not overwritten with new timestamp from reactivated action: If ticket is closed = entry in timeline Resolved If ticket is reacti...

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0 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Needs Votes
3

Chat Widget: Adaptive Cards and Images Support

Hi, Currently the Dynamics 365 Chat widget does not support adaptive cards and images. In the other hand adaptive cards and images are supported by Power Virtual Agents published in Websites. E.g. If you configure a PVA that displays product images and adaptive cards in Omnichannel Chat channe...

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1 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Needs Votes