6

Add attachments when composing an email from the timeline

When composing a new email from the timeline, there should be a button to add attachments so that users can send emails with templates to the customers directly from the timeline.

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Category: Customer Service (Case Management / Queues) (48)

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6

SLA should be measured in working hours and not include off work hours as well

Currently SLA cannot be set up to only look at working hours but also off work hours need to be added to prevent cases from being escalated too soon. As a result especially for reporting the figures get quite confusing as they don't show the actual (working) time spent on the case but the total t...

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Category: Customer Service (Case Management / Queues) (48)

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Needs Votes
5

Set default email template when answering to an email from the timeline

The current process of selecting a template when answering to an email from the timeline is very time consuming and not user friendly. Right now the user needs to open the email, click on reply, then insert template, select the template, confirm changes and only then can start answering. There is...

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Category: Customer Service (Case Management / Queues) (48)

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Needs Votes
1

Show "Attach File" button on new email activity

When a new email is started, there is no "Attach File" button in the menu ribbon, and the "Attachment" grid on the right side of the form does not show. Only once the email has been saved do these options appear. Suggestion is to remove this extra click and have the attachment options show on a n...

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Category: Customer Service (Case Management / Queues) (48)

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Needs Votes
5

Automatic Record Creation - Prefil Contact and Account

As it stands at the moment, using an automatic record creation rule to create cases from an incoming mail queue will not prefil both the Customer and Contact field on a created record if the sending email address is both a pre-existing Contact in the system and placed into one of the emailaddress...

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Category: Customer Service (Case Management / Queues) (48)

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0

Duration field

To use a field in the SLA which will calculate the time in hours we created a field of type "duration" . We tested creating a Duration field on the support instance and it shows the number correctly however the label shows "minutes", we found that the label is wrong but the calculation is correct.

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Category: Customer Service (Case Management / Queues) (48)

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0

Bug when a backslash "/" is included within an email address

If a backslash "/" is included in an email address, the email results in a code 2 error and the email will not process into Dynamics. In Outlook, if a backslash is included in an email address, it results in an undeliverable email, but the email sends to all other recipients. Suggest updating Dyn...

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Category: Customer Service (Case Management / Queues) (48)

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3

Email Sender Blocking and Junk Mail

Hi, We have quite a number of customers who have moved the management of their team mailboxes into D365 CE using queues. As with many mailboxes, there are emails from senders who could easily be classed as Junk/spam email senders. It would be great if there was a function in D365 CE to block f...

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Category: Customer Service (Case Management / Queues) (48)

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2

Add Header Detail in the Full Content view

Suggestion to add full header detail (subject, to, cc, bcc, from, date/time of email) to be visible from the 'full content view'. When 'full content' is opened, the user is only able to see the email chain - all header detail is missing. Adding this information would help save users time when res...

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Category: Customer Service (Case Management / Queues) (48)

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Needs Votes
5

Disable auto-populating contact names due to data privacy concerns

Currently, contact names auto-populate within an email if the contact is stored in Dynamics. We suggest creating an option to disable the auto-populate feature to align with existing Outlook capabilities. Also, allowing for auto-populating is creating data privacy concerns as all users have acce...

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Category: Customer Service (Case Management / Queues) (48)

STATUS DETAILS
Needs Votes