MS Teams Initial change
We would like to change the initials in MS Teams.
Persist Swarm Chat
Enable persistence of Swarm Chats beyond the current 6-month threshold for Teams to preserve chat history
Swarm Chat Naming
Enable configuration of Swarm Chat name to include Case ID, in addition to Swarm and Case Title
Swarm Reporting
Enable Swarm Reporting to capture Swarm participation metrics such as:
•Swarm Creation Rate (as compared to overall Case volume)
•Participation in Swarm Chat (as percentage of particip...
Multiple Swarm Assignments
Enable the configuration for multiple Swarm Participants (all in Account Region/Geo) per Skill to be assigned via a Swarm request. Currently, the assignment process is limited to 1 engineer per skill, which can result in a swarm of 1, which is not functionally benef...
Swarm Notifications
Enable notifications for a team member to join the swarm to be sent via multiple channels such as email notification, in D365 Notifications, and external application notifications (e.g. Slack), not just via Teams
Teams calling for Customer Service
Add ability for Customer Service agents to call customers directly from Dynamics 365 Customer Service Workspace using Teams integration. Currently this feature is only available for Sales.
Allow a Feature to Post the Collaboration Request to a Teams Channel
Currently, Swarm requests look for a minimal number of experts and loop them into the collaboration. It does not account for resource working hours or availability etc.
Since we already have Teams integration into Dynamics 365, we can leverage this and map specific skills into one or mo...
Capability in Swarm to Prioritize Experts into Collaboration Based on Proficiency Level
The current Swarms feature does have a feature where we can add experts to specific skills and also define their proficiency level in the respective skill.
However, the search for experts only checks the bandwidth of these experts based on the number of active swarms they are part of.
Teams Collaboration - Open Chat Panel
Can you default the teams chats side panel to open when a User session begins in D365 CE? They currently need to click on the Teams Collaboration icon to open the window.