1

SLA Remaining Time Information

I would like the remaining time of the SLA term to be displayed in CRM when the SLA is paused. Currently this information can be obtained only by customizing MS Dynamics CRM.

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0 Comments

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

STATUS DETAILS
Needs Votes
11

Support for inline embeded images when composing in browser

We are using Server Side Sync such that inbound emails result in either new or updated cases.

Our users now use CRM to compose emails in response to incoming client emails, where before they used Outlook connected to shared mailboxes.

The email editor in Dynamics via a brows...

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4 Comments

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

STATUS DETAILS
Planned
2020 Release Wave 1
7

Save filters on Interactive Service Hub

The interactive Service Dashboards are very productive to the users to get to their prioritized cases very quickly. 

It will be very productive if the user can save reqularly using combinations of global filters on the dashboard and use them by selecting them (similar to personal/...

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1 Comments

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

STATUS DETAILS
Needs Votes
1

Allow customer service representatives on ISH to set their availability

CSRs using Interactive Service Hub to manage cases don't have a real agent console but rather a list of tickets in a queue that does not take into account real time availability of the agents.

The request is to add a switch (similar to what parature had) to enable CSRs to set their ava...

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0 Comments

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

STATUS DETAILS
Planned
2019 Release Wave 2
2

using relationship insight feature for cases

Can relationship insights be used to measure relationship of customers regarding object as cases? from my understanding it is more specific to sales.

use case : top e-commerce site wants to prioritize customer service and response priority with actions according to customer interaction...

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1 Comments

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

STATUS DETAILS
Needs Votes
5

SLA Timestamps

Would be great to be able track the status of a case from opening to closing, which team was working on the case, what the call status was and how long it was at each stage, for example an account could have an agreed case turnaround time (SLA) of 10 days, from when the case is opened it is tr...

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1 Comments

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

STATUS DETAILS
Needs Votes
13

Case is in multiple queues error

We are using Dynamics CRM 2011. In some cases, clicking Queue Item Details displays the message "This record is in multiple queues. Go to the specific queue to view the details".

I'm required to clean up the existing duplicates queue items using Advanced Find manually. The issue app...

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2 Comments

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

STATUS DETAILS
Completed
2

Routing of E-mails based on keywords

Scenario: Insurance company gets loads of E-mails via E-mail-router into CRM. Based on keywords the e-mails are routed to specific queues. Eg "complaint" to queue "high prio", or "pension" to queue "Life".
Keywords must be maintainable by business owners (separate table, not workflows).

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4 Comments

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

STATUS DETAILS
Needs Votes