13

Default Font Size when typing an Email in Dynamics Service

When Typing an Email the Font size Automatically defaults back to 9 after setting it each Day. We would like for it to stay the size it has been set to.

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Category: Case Management (55)

STATUS DETAILS
New
1

Allow Header Cards to Target Additional Fields Beyond Customer ID

Currently, the header card shown on Customer Details in Dynamics 365 only supports targeting the Customer ID field. It would be helpful to allow it to target other fields

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Category: Case Management (55)

STATUS DETAILS
New
1

Similar Cases feature should also be included in Customer Service Workspace

Similar Cases feature should also be included in Customer Service Workspace. This functionality is only available in Customer Service Hub.

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Category: Case Management (55)

STATUS DETAILS
New
11

How to check the status changes in Dynamics 365 Customer Service

Currently, to check if the status of Dynamics 365 Customer Service has been changed, you can only check the audit log. Since the audit log cannot filter only the status changes or export to CSV or similar formats, the ...

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Category: Case Management (55)

STATUS DETAILS
New
11

Regarding the export of the unified view.

Currently, the ability to export a unified view from multiple screens has not been implemented. Implementing the feature to export a unified view directly within model-driven apps would greatly enhance user convenience...

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Category: Case Management (55)

STATUS DETAILS
New
5

Regarding the export of the unified view.

Currently, the ability to export the unified view has not been implemented. In model-driven apps, exporting is performed as a single operation that requires the use of tools like Power Automate. Therefore, introducing thi...

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Category: Case Management (55)

STATUS DETAILS
New
12

Set Case Origin to Conversation Channel

In the Digital Contact Center, when using the out of the box button "New Case" on the Conversation form, a Case is created with Case Origin set to "Web" by default. Even though the Conversation Channel is "WhatsApp" for example. We now use Custom JavaScript to map the conversation channels to ...

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Category: Case Management (55)

STATUS DETAILS
New
1

Unable to hide the Open Dashboard button ribbon button in Dynamics 365 CRM

Currently, there is no supported way to hide or remove the "Open Dashboard" ribbon button in model-driven apps, even when customizing the command bar via modern or classic approaches. This limits customization and user experience. Please provide support for hiding or disabling this button via ...

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Category: Case Management (55)

STATUS DETAILS
New
4

Customize the idicent close dialog

In the standard system, the request completion form contains two mandatory fields "Resolution Type" and Resolution" that cannot be customized. Although the option set can be customized, the field can neither be removed nor set as a mandatory field. Our customers require these fields to be cust...

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Category: Case Management (55)

STATUS DETAILS
New
11

Make incident mailable (can have a contact e-mail)

By design, the option "can have a contact e-mail" is not available on the Incident table. For GDPR purposes, we would like to be able to send the e-mail to the incident in stead of to the account or contact if they do not want that we store their e-mailadress on the account or contact.

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Category: Case Management (55)

STATUS DETAILS
New