Reassign default scope via UI for Outbound and Inbound Profiles
Currently, when administrators need to change the default scope for existing Outbound or Inbound profiles, they must manually reconfigure the profile set as the default to the desired number. This can involve multiple steps, particularly if the desired number is already assigned to another pro...
Ability to Customize Business Process Flow Colors in Dynamics 365 CE
Currently, it is not possible to update the color of Business Process Flows (BPF) in Dynamics 365 Customer Engagement. We would like the ability to:
- Update the default colors of BPFs to align with corporate branding.
- Assign specific colors to individual BPFs so users can eas...
STATUS DETAILSNew
Enable group-based security role management for Omnichannel and experience profiles
Many customers manage and maintain security roles through groups rather than assigning roles directly to individual users. However, at the moment, setting security roles for Omnichannel and experience profiles does not work via groups. When a role is granted to a user through a group, the syst...
Please add channel specific status for omnicahnnel/contact center agents
- Currently in D365 contact centre admin centre omnichannel agents can not set their presence/status/ availability as per the different channels but just generic to all channels.
Example: if we have chat, sms, voice channel in Ccaas setup & ag...
Allow configurable width for the left-navigation (sitemap) panel in Model-Driven Apps
Problem:
In Dynamics 365 Model-Driven Apps (e.g., Customer Service Hub), the left-navigation (sitemap) panel has a fixed width. Long entity or area names get truncated, making it harder for users to quickly identify and access records.
Current Limitation:
The panel...
Feature Request: Ability to Manage Default Active Filter in Model-Driven Apps (Forms & Views)
In Customer Service Hub, specifically in the Account → Order view, there is a default active filter that appears even though customers did not create or configure it.
Currently, Power Apps does not provide any option to ...
Please consider having email notification for customer once the feature of wave 2 release has been changed the date for general availability.
Please consider having email notification for customer once the feature of wave 2 release has been changed the date for general availability.
Optimize Data Masking Performance by Introducing Word Count Guidelines for Regular Expression
Currently, when implementing data masking using regular expressions, we are facing performance issues due to the complexity and size of the expressions — especially when they contain a large number of words. This leads to system slowdowns or failures in masking operations.
We propose int...
Ability to switch Omnichannel (Advanced) queues from default to not default
CURRENT STATE: Once you create an Omnichannel (Advanced) queue and set it to default, you're stuck with it. You can't switch it back to not default, and thusly, you can't delete it. It's there forever now.
DESIRED STATE: You can switch an Omnichannel queue from default to not ...
Customer Service User Management - Improve ability to manage queues, skills, capacity profiles, etc.
When you're managing users in Customer Service, you can add or remove up to 5 queues, skills, capacity profiles at a time. And when you select one, the list disappears meaning you have to go back in and look at the full list and scroll down to the next one to add/remove.
A fe...