1

An ideas portal for Dynamics CRM onprem

I've come to create an idea for the Dynamics 365 (CRM) onpremise server and there is no specific category for it. That doesn't look right since even though onprem is not so popular as it once was, there are still some very large customers using it and they shouldn't be ignored.

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Category: Case Management (15)

STATUS DETAILS
New
1

Case List Viewing

Hello! Some of our users have been experiencing some Cases view issues. Similar to my recently submitted idea it seems to be on the Customer Service Workspace app as well, but maybe not entirely, hence the creation of a new 'Idea':


  1. The case list view (with user-set filte...

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    Category: Case Management (15)

    STATUS DETAILS
    Declined
1

CloseIncident action also de-activates BPF that is associated with Incident record

When we resolve a case(incident) from a specific case record from the ribbon button "Resolve", system resolves the case and also de-activate(Abandon) if any active BusinessProcessFlow(BPF) associated to it.


However, when we resolve the same case using CloseInc...

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Category: Case Management (15)

STATUS DETAILS
Needs Votes
5

Automatically close conversations once the cases are closed.

Hello team,

At the moment, conversations which are associated with cases do not automatically close when the cases are closed, unless the associated case record is deleted, according to this document: https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/auto-close-co...

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Category: Case Management (15)

STATUS DETAILS
Needs Votes
1

Can I change the date on my Southwest ticket?

Can I change the date on my Southwest ticket

In the realm of travel planning, uncertainties abound, and Southwest Airlines recognizes the paramount importance of flexibility in your journey. The good news is that modifying the date on your Southwest ticket stands as a stress-free process...

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Category: Case Management (15)

STATUS DETAILS
Declined
1

Fixing Arabic Translation for Timers

The Arabic translation for the minutes part in the timer needs to be 'د' instead of 'ش'

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Category: Case Management (15)

STATUS DETAILS
Declined
3

SLA's impacted by change of working calendar - EG new UK bank holidays

Following a new UK bank holiday introduced at short notice there should be an ability introduced that allows an update to non working days that recalculates in flight SLA's.

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Category: Case Management (15)

STATUS DETAILS
Declined
1

Multiple SLAs in same entity incident

Hi all,

 

 

But on entity SLAs, there is just one defaulted anIn my organization we have 100 networks, and some od those networks have different SLAs with specific SLA items on same entity incident.d unique SLA which is applied.

 

If your remov...

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Category: Case Management (15)

STATUS DETAILS
Declined
9

Time until Case resolved

When working with a client who uses Customer Service we can use the Out of the box functionality to measure how long it took to do certain things with a case through SLAs. What we found out that you can not measure, is the total worktime from SLA expiration to Case resolved. Meaning that we can't...

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Category: Case Management (15)

STATUS DETAILS
Declined
2

SLA - Extra time

Many companies internal processes allow 'extra time' on-top of an SLA if a specific event occurs (for instance, a customer doesn't answer the phone). The company wishes to report on this SLA as been granted extra time, but not failed. Grant customer service managers the ability to extend an SLA ...

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Category: Case Management (15)

STATUS DETAILS
Declined