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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Category: Customer Service (Routing, SLA) (60)

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Needs Votes
7

Actuals on Case Entity

Enable the generation of Actuals on the Case entity. This way companies can bill time spent on cases through actuals, as in Field Service & Project Service Automation. This way companies can bill time booked on projects, work orders & cases using the same entity.

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Category: Customer Service (Routing, SLA) (60)

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Needs Votes
1

Range filter on dyn 365 views

Before 01 may 2020, it was possible to search cases registers through the filter on the column "Filter by " with the operators ""on or after" and on or before, you were able to search a specific period of time ( a range of time ) for example: only cases created on february. Now and with the new...

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Category: Customer Service (Routing, SLA) (60)

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Needs Votes
28

Allow administrators to configure if an email template subject should override the email subject

The idea is pretty simple, every time you insert an email template in an email you get an annoying popup if you want to override the email subject from the template. A very common scenario for most of our customers is to use both email templates to respond to customers as well as for agent signat...

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Category: Customer Service (Routing, SLA) (60)

STATUS DETAILS
Needs Votes
2

Default Close button in the attachment window

When an attachment is clicked to view, “Remove” button is defaulted, which adds a risk of accidently removing attachment. Ideally Remove button shouldn’t be present or Close button should be default option.

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Category: Customer Service (Routing, SLA) (60)

STATUS DETAILS
Needs Votes
4

Email Template - rich text experience and manage images inline

As part of 2020 release wave 1 plan, a feature was added to Author emails using a complete rich text experience, including the ability to send, receive, and manage images inline. Extend this feature to email templates also.

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Category: Customer Service (Routing, SLA) (60)

STATUS DETAILS
Needs Votes
2

Configurable Hide/Show Ribbon Bar or buttons

This idea is not specifically related to CS. It is often asked to hide ALL ribbon buttons for Customer Service Agents, except those that are specific to their workflows. This capability partially exists by updating the Ribbon xml. However, hiding all or multiple buttons based on security roles ...

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Category: Customer Service (Routing, SLA) (60)

STATUS DETAILS
Needs Votes
2

E-mail Template - Allow User to Set Preferred options for E-mail Templates

We have an ask in which the client would like the ability to define their preferred options when selecting templates in e-mails. By Default, when selecting to add a Template to an e-mail the options open up and they are defaulted to the intended recipient of the e-mail. Our customer would like ...

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Category: Customer Service (Routing, SLA) (60)

STATUS DETAILS
Needs Votes
0

Email attachment deletion issue in Dynamics 365

Users were able to delete attachments in emails irrespective of any roles in Dynamics 365. This will cause Data privacy issue.

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Category: Customer Service (Routing, SLA) (60)

STATUS DETAILS
Needs Votes
6

Attaching attachments to email and Notes

1) Allow attaching of multiple attachments in Notes Section through browse link and through Drag and Drop 2) Allow attaching of multiple attachments in Email through browse link and through Drag and Drop Feature.

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1 Comments

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Category: Customer Service (Routing, SLA) (60)

STATUS DETAILS
Needs Votes