1

Chats getting routed to available agent

 conversation getting routed to available agent when customer comes back.

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Category: Unified Service Desk (24)

STATUS DETAILS
New
1

Microsoft Dynamics USD Configuration Data Migration through Azure Devops Pipeline.

We are currently using the Microsoft Dynamics Unified Service Desk for Dynamics 365 Customer Service wherein we are using the Unified Service Desk Reference Data Customizations and are moving the customizations related to it. Currently we are moving the Unified Service Desk Reference Data thro...

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Category: Unified Service Desk (24)

STATUS DETAILS
New
9

Enable https connection to open USD

To deploy Voice CTI Integration in CRM Environment using Avaya Workspaces and Unified service Desk we need to use URL with https and not with http... http://localhost:5000/?phonenumber=31653563962 The above URL works fine with http and with https it gives error "Connection to the site is not sec...

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Category: Unified Service Desk (24)

STATUS DETAILS
New
1

Kanban board in Dynamics 365 CE Service App UI

It would be nice to replace the Service main panel with a Kanban board (Azure DevOps style). This will give clarity to the Queues Teams about To Do - In Progress - Resolved - Closed states for cases.

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Category: Unified Service Desk (24)

STATUS DETAILS
Needs Votes
4

Unified Service Desk Component Type Timeline Control

Have a hosted control type to host the timeline control in a standalone window. So we can have the Timeline control i.e. in the LeftPanel and the Customer Details in the MainArea with a USD Session. If we have a TimelineControl hosted control type, we are no longer limited to put the timeline co...

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Category: Unified Service Desk (24)

STATUS DETAILS
Needs Votes
1

USD: Current sub-tab context/URL when we switch between the sub-tabs in USD

Hi, Within USD, under a session tab, if multiple sub-tabs are opened for e.g. contact, opportunity, search etc. If the user switch from one sub tab to another(i.e. from contact to opportunity), the ApplicationTabChange event has fired and it has access to variables which shows the current tab na...

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Category: Unified Service Desk (24)

STATUS DETAILS
Needs Votes
2

Unified Service Desk should not ask for login credentials if the same user is logged in CRM with same credentials

There should not be any login pop up for user again in Unified Service Desk, if the user is already logged in CRM on the same machine. Plus there should be a way to remember the credentials entered while opening Unified Service Desk Change Credential window. In this way if user opts to remember...

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Category: Unified Service Desk (24)

STATUS DETAILS
Needs Votes
1

Open entity/hosted control if clicked from the same page in different tab in USD

I am suggesting a way to open entity in a different tab if user clicks on any lookup record or subgrid from same page. I know i can do this through windows navigation rule but for every page that has to be opened i will have to write a different navigation rule with different hosted controls and...

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Category: Unified Service Desk (24)

STATUS DETAILS
Needs Votes
2

Search text in Chrome hosted page

It would be useful if a Standard Web Application allowed plain text search in web pages when using Chrome Process, ideally opening an input box after the `CTRL+F` combination. CEF# allows the feature with a simple `chromeBrowser.Find(0, textBox.Text, true, false, repeatFind);`. Thank you

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Category: Unified Service Desk (24)

STATUS DETAILS
Needs Votes
7

Integrated Case Management in Dynamics 365 platform

As many customers are using the entire D365 platform, an Integrated Case Management solution is required that spans across Dynamics 365. The current D365 FO Case management is perfect to associate D365 FO records and that is still highly required and we use it for Returns processes (RMA), Finance...

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Category: Unified Service Desk (24)

STATUS DETAILS
Needs Votes