1

How to subscribe form close event

Side Panes to be Load/Unload on particular views. The scenario is we need to unload side panes when we navigate to other views. Currently Panes are behaving as excepted we need to do couple of refreshes to make them visible/hide. If we set this on close event of a form, it will be easy for thi...

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
6

Ability to set a default queue lookup view

Currently: When a user routes a queue item/case, using the "route queued item" function, the default queue lookup view is set to Business Queues. This queue lookup view does not include all active queues and it includes inactive queues which creates a risk of users routing queue items to inact...

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
3

Show Case Resolution attachment in Portal Case Timeline

In our Customer Service processes, most of the time we need to have attachments when we resolve a case. And our agents have asked this functionality. We could customize the Case Resolution table in Dynamics 365 in order to show attachment in the Case timeline. But, unfortunately it is not poss...

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
2

Duration on a Phone call able to accept seconds

It's important for us to follow up outgoing phone calls connected to different campaigns. One thing that we want to measure is how long time we spend on the calls.


Today it's not possible to use the Duration field because it only accepts whole minutes. We need to be able to se...

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
2

Case cancellation comment/note

Include customizable dialog when cancelling like when resolving a case so user can make a comment on cancellation reason.

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
3

Ability to cancel multiple Cases

Select multiple cases and cancel for case cleanup.

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
3

Enable Auditing for "Modern" ARC Rules

"Modern" ARC Rules suffer from many many problems associated with their deployment, activation and management - particularly if you have more than a handful in multiple environments.


Please consider enabling them for audit so that users have some chance of figuring out how/whe...

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
6

Need a field on the email entity that does NOT include HTML tags (ie when it is exported to Excel/Bi)

I understand why HTML tags are then on export of the rich text email. But there should be an OOB function/field that shows just the plain text.

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
2

Not have ALL Milestones to get recalculated when a different SLA template gets applied (especially when a SLA KPI item got succeeded earlier).

Below is the current behavior


  1. Create a Case without an entitlement. Default SLA is applied and respective SLA KPI Instances are created. 
  2. When a Severity on the Case changes (SLA template remains same), then only the milestones/SLA KPI Instances with status "In Pr...

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    Category: Customer Service (Case Management / Queues) (87)

    STATUS DETAILS
    New
3

Add Approval/Rejection button whenever approvals are attached onto the entity i.e. Case

It would be great if MS could add Approve/Reject button onto the entity i.e. Case whenever an approval is linked to the entity's record. As of now customization is not allowed on the approvals entity and it would be great if they can provide the functionality to either approve or reject the ap...

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New