0

Dectivated user is visible in resource list on service calendar

Operations: 1. Remove user license in Admin Portal 2. User has been deactivated automatically in Dynamics 365 3. User still visible in service calendar resource list. In D365 V8 environment , the service calendar resource hasn't be split with User/Service Activity/Appointment. The deactivated ...

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

STATUS DETAILS
Planned
2019 Release Wave 2
8

To Keep Email Tracking Token as Starting of Email Subject

Current Issue: Whenever Email is sent with subjects are that are in max character limit, Email Tracking Token is appended and is received at the Outlook Clients or other email clients. But when replied from the end email client, the subject is truncated, as a result the Email Token Id is trunc...

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

STATUS DETAILS
Needs Votes
2

Multiple selected Queue Item cannot be route to User/Team and can only be assigned to Queue (with field locked).

- In ‘All emails / cases in Queue’ view, when select one Queue Item and click on ‘Route’ , the pop up shows ‘Route To’ option to select either ‘Queue’ or ‘User / Team’. But when select multiple Queue Item the pop up shows ‘Route...

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

STATUS DETAILS
Needs Votes
17

@ to tag user in notes.

Would like the capability to use @ mentions in CRM Notes and Activities field to notify team members or tag team members

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

STATUS DETAILS
Needs Votes
1

Ability to copy email templates in CRM for Quick Campaigns

When using Curstomer Service I would like to be able to copy email templates from the Global email template view such that I can very easily create copies of a master email template I have created to use for customer correspondence.

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

STATUS DETAILS
Needs Votes
8

Add Filter Option in Customer servie Hub (Dashboards)

A very common request by the customer to add Filter in Dashboards for Customer service Hub & also Sales Hub.

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1 Comments

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

STATUS DETAILS
Needs Votes
0

New System setting Email: Set From field as unresolved values if multiple matches are found in Incoming Emails

Microsoft links an incoming email automatically to the first account it notices in CRM with the corresponding email address as it is their opinion that an email address is a unique item in accounts. We don’t share this opinion as several accounts could use the same email address. For ins...

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1 Comments

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

STATUS DETAILS
Declined
3

Support-worker send from "support@microsoft.com

When working With lots of activities, cases and Queues you want to make sure that the support-worker send e-mails from Support@Company.com and not own e-mail. Let Dynamics 365 remember if you prefer to reply from Support@Company.com og PersonalEmail@Company.com. Also let Administrator decide t...

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1 Comments

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

STATUS DETAILS
Needs Votes
5

Improve Customer Service Hub / Old Web Client for Tickets KB etc.

For some reasons, our customer does not want to use the new Customer Service Hub even if it looks very nice. The biggest issue here is the missing possibility to set up interactive dashboards without any timeframe or with a custom default timeframe. In case lots of service agents open each day...

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1 Comments

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

STATUS DETAILS
Under Review
3

Incoming email in queue when send by internal user should not be dependent on system settings

Incoming email in CRM queue when send by internal user should not be dependent on system settings "Track emails sent between Dynamics 365 users as two activities", as it creates confusion for the end user when they see two emails in social pane in CASE record. Although we have 'status reason' ...

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

STATUS DETAILS
Needs Votes