2

Update conversation index functionality

A client sent an email to Team 1 in CRM on 16th April. This created a Case for Team 1. On 22nd April, the same client opened this sent email (in his Outlook), changed To field by removing Team 1 and adding Team 2 and sent it to CRM. This email was received into the same Case. This second email in...

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

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0

Email auto pops up

Currently, there are two scenarios that the email cannot pop up the existing contact's email address. 1. On the case page, When the user send knowledge article to the existing contact, it is better to auto pop up the email address. 2. On the case page, When the user send email to an anonymous co...

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

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1

Customizable alerts for cases

It would be nice to have the ability for configuration of custom notifications for users regarding the selection of cases from queues. For instance -- if a queue item is present in the queue for a certain duration of time -- pop-out a notification in the CRM ribbon indicating an action is require...

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

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Needs Votes
0

Cases against a contact

We have a lot of new customers/contacts contacting us with requests. We dont want to create new accounts, but rather just create a contact, passing through the lead to sell process, qualify and then create an account. Thus we create a case against a contact, using Customer field to select a cont...

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

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Needs Votes
4

Ability to show the created date for all items available in the time line of the social pane

The items shown on the timeline can be ordered on different dates like the created date or modified date while currently only for the entities where the card form is available (like task, email, phone call, ...), the created date can be shown on the timeline. For all other items (notes, case reso...

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

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Needs Votes
8

Please resolve IncomingEmailMessageIdCache error. because of this Email didnt logged in CRM So, case not created.

Emails are not logging into CRM due to message cache ID error. Raised a Microsoft support ticket. FYI, Support request ID 120030322002372. Final Conclusion provided by the Microsoft support team is "this is intermittent behavior and doesn’t happen to all the tracked mail. As temporary data in ...

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

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Needs Votes
1

Add case to queue

Today when manually adding a case to a queue (private queue), we need to do an unnecessary step. 1. Click "Add to queue" 2. Enter the queue name in the lookup field This however doesnt directly select the queue name 3. I need to then change the view to "Active queue" 4. Then the queue name I ent...

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

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Needs Votes
5

Email convert to case

Can we have the pop-up box for email to case convert customizable? We would like subject field to become mandatory for us which is mandatory on the case form for us.

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

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Needs Votes
0

Pick Case

Current behavior: 1. Whenever a user is in a queue view, they work with “Cases available to work on” view. 2. Now, when I pick this case, as expected it goes away from this view and I can then see the case in “Cases I am working on view”. 3. This is not very efficient, because a user has to k...

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

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Needs Votes
9

Customize Pick dialog for selecting items from queues

When a user selects an item from a queue within services > queues in Dynamics 365, there are a few options in the 'Pick' dialog. - User can select whether or not to remove the item from the queue It would be nice to be able to customize this dialog window and restrict the option to be able t...

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

STATUS DETAILS
Needs Votes