1

SLA - Need a feature to Pause and Resume SLA based on a specific Date Time

In SLA, we need a way to choose a date and time while pausing or resuming the SLA. Based on this all calculation should happen. The reason being that most of the times, field service agents have to wait for a part or product and at this time SLA will be running. In Practical cases, when field ser...

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

STATUS DETAILS
Needs Votes
13

Improve visibility/accessibility of timeline icons

The latest version of the timeline in UI makes it very hard for users to differentiate at a glance between different types of activities. It also makes it very hard for users to open a record using such a small icon in amongst a number of others. This is a particular issue for users with acces...

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2 Comments

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

STATUS DETAILS
Under Review
13

Email to Case Process Needs to Run when the Queue is BCC'd

Currently, when a Queue email address is BCC'd Server Side Sync creates the message in CRM but the Email To Case Process fails to run. The Email To Case Process must run on emails where the Queue email address is in the BCC. This can be done by correcting the Email To Case Process or having SS...

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2 Comments

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

STATUS DETAILS
Under Review
1

Completed Queue item will not show item details - unless selected from advance search

Hello team, There idea here is to either make this option available or at least create a different button for Queue item details/ when an item is either in completed or inactive state. This is the scenario: If a queue item is completed or in inactive state, the button "queue item details" just ...

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

STATUS DETAILS
Needs Votes
2

Feature Toggling

I would like the ability to enable/disable tabs, fields, flows, etc. by configuration for a user, call center, or organization. Basically be able to turn on and off features at different levels without a code deploy or defining a new role. So if I want to roll out a new feature I can deploy the...

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0 Comments

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

STATUS DETAILS
Needs Votes
1

Read Only Fields on Cases

In a recent update you have made the Priority/Status and Owner fields read only as well as being editable but moved the editable fields so they are not visible on the screen meaning an extra click to select the arrow to show their fields before editing them. What a step back in what was a reall...

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

STATUS DETAILS
Needs Votes
3

Cancel running SLA KPI Instances when the parent Case is Canceled

Current functionality is that SLA KPI instances that are activated when a case is created, will continue to run even when the case record is canceled. Also the "Resolve in" Date/Time counter will continue to count down, even though the case is terminated. For organizations that depend on these...

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1 Comments

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

STATUS DETAILS
Needs Votes
13

Ability to keep QueueItem activated after the auto case creation rules have run and not created a case.

We are using the Queue Management functionality of Dynamics 365 (v9.1 - April) and we have Auto Case Creation rules in place of happy path scenarios. When an unhappy path scenario happens the QueueItem gets deactivated, hiding the Case from the Queue and ultimately having a customer impact for n...

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3 Comments

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

STATUS DETAILS
Needs Votes
0

Create annotations on the instance created via automatic creation rule

I work with automatic instance creation rule and I receive an email for a certain e-mail address. However, when this email has attachments, we end up losing them when the occurrence is created. The suggestion is for Dynamics to resolve this and create annotations on the instance automatically, a...

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0 Comments

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

STATUS DETAILS
Needs Votes
2

Transform html into text

Emails received through the channel configured to create an instance through the Auto-Creation Rules feature are coming with HTML-formatted text containing Tags and making it difficult to read the user's need. The suggestion is that the CRM itself converts this HTML to text, thus ending with a r...

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1 Comments

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

STATUS DETAILS
Needs Votes