non Auto-Saving by clicking [+ New Record ~~] on subgrid in form
I have suggestion (idea) for the setting on Dynamcis 365 Costomer Service.
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There are two Entities I use.(ex. Entity_A, Emtity_B)
I made form_A by using Entity_A, also i put subgrid on form_A by using Entity_B
App sitemap has two entities.(Entity_A, E...
Auto Saving by clicking "+ new record ~~" on subgrid in form
I have suggestion (idea) for the setting on Dynamcis 365 Costomer Service.
Ability to create a case if email was forward from a tracked conversation
Hi all,
we've come across a situation where the team uses d365 for outlook add-in to set the regarding to an entity. If that email conversation is then forwarded to a queue to create a case, it doesn't get created because it's already associated with another entity, the ARC ru...
ARC(automatic record creation) conditional builder shjould heve an option to update 'Record to Create' value and option to remove/unlink associated power automate.
Issue: On a new ARC(automatic record creation) conditional builder, there is no option to update 'Record to Create' value or to remove/unlink associated power automate.
Description: In a new interface for automatic record creation, system does...
Creation email for every queue
When someone sends one email with more than one recipient and those email addresses are assigned to different queues in CRM then create different email records in every queue so that every team can work individually on their own mail/record.
A working mode, when emails should not be attached to resolved cases
Our users complained about incoming emails are attached to resolved cases, because users are not checking closed cases, they want that an answer on a closed case should always generate a new case, which will be visible for the users.
MS Support informed us that "When a new email in-reply...
Unify entitlement usage in email to case workflow
Hey Customer Service Team,
when en email is converted to a case the customer field is set to the emails sender, i.e. a contact. However, when using entitlements for cases the customer needs to be set to an account and the primary contact needs to be set to the emails sender to...
Emails from queue items that do not meet the filter criteria in ARC are marked inactive
ALL queue items, regardless if the condition in the ARC applies or not, are ALWAYS deactivated. According to Microsoft documentation this is a standard behaviour: "When an automatic record creation ARC rule is applied to an Email queue item, it gets deactivated".
Then...
Associate email item on multiple cases
Currently email item is only associated on one case. However it's not unusual that email item might have several queues as recipient. In this case my customer would like to have a feature where original email item is attached on all queue cases where ARC -rule is active. For example: Email it...
Create a new case when new queue item is attached as email recipient after creation of the original case.
Hello, Sometimes a new queue item is attached on the email chain as recipient after the initial case creation/email. At the moment product feature is that it will not create a new case and it will just be linked on the current email chain on a case. This is problematic for the customer since th...