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Cancelled Cases reactivation doesn't reactivate queue item

When a case is being cancelled and it does get reactivated, e.g. by an email sent from the customer, the case gets reactivated, however the queue item doesn’t. So the agent may see the case in one of his cases list views, but it won’t show up anymore in any of the queues. There is a workaround th...

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New
1

Bring back Radio Button on forms / Introduce buttons for forms

Bring back radio buttons on forms. They have been deprecated. We used this feature a lot. Now our radio buttons are a dropdown list and we can't use Toggle button instead. Microsoft need to allow the use of buttons on forms.

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New
1

Leave existing case resolutions completed when reactivating a case

When re-activating a resolved case, the most current & already existing case resolution activity updates to cancelled. I'm wondering if that can be changed; because we cannot change the modified on stamp on activities within the timeline the case resolution cancellations cause an inaccurate view ...

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New
1

Attachments in Note section of Timeline to be added to existing Word Template

I need this for the admins who after reviewing the records downloads the word template which contains all information along with the attachment which the user has attached.

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New
1

OneNote Integration by Business Unit

Hi Folks, In Gaming we have a single Dynamics instance shared between all the compliance domains. We have multiple Business Units, one for each domain. We'd like to leverage the OneNote integration features but as we understand it, each case generates a new OneNote workbook. We'd like to be able ...

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New
1

Subject and Categories Lists Segregated by Business Unit

I Folks, In Gaming Compliance we have a single Dynamics instance with multiple business units. We'd like to leverage the Subject and Categories lists but it appears that they cannot be segregated by Business Unit. This makes the use of either of these lists unwieldy because you have to sort throu...

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New
1

Changing Default Font When Sending An Email Through Dynamics

Currently, the font default is Seqoe UI and point 9 which just doesn't make sense. There is no way of changing this default and if you are sending many emails a day, it becomes quite a nuisance.

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New
1

Track Teams voicemail emails to create a Case

"We are having an issue with Teams voicemails that they won't get tracked to Dynamics CRM, and therefore not creating new cases. We do know this is because server side sync would not track automated emails, however this is important for our business since we are having cases not being created and...

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
New
1

Posts need more work to be useful

Currently when queue / automatic record creation creates a case it also posts a note. We also use the note to mention other people & accounts for important items. Problem: - When somebody is mentioned in a post, this doesn't bubble up anywhere. It creates no notification, there's no place to pul...

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
Needs Votes
1

Dynamics 365 Customer service delegation listing

Wish there is an option to easily advanced list and register cases to a delegation department and/or workflow or team member. Not featuring easy delegation registry per case, user may potentially alternative set delegation case or survey policies.

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Category: Customer Service (Case Management / Queues) (61)

STATUS DETAILS
Needs Votes