8

To enable optimal internal and external support, display the full customer email address on To line for D365 emails (not just contact name)

In my Support space, my agents answer both internal and external customer support requests. In the current UX, my agents cannot tell by the email recipient list whether a reply all is going to internal customers or external customers. This is because only the contact name is displayed. In orde...

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1 Comments

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

STATUS DETAILS
Needs Votes
5

Status reason transitions

After configuring Status reason transitions, when a user creates a record and then change to new status and save the record the following status reasons are not displayed until user refresh the screen. This is a bit of confusion for user to do what next. It would be great if related status rea...

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0 Comments

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

STATUS DETAILS
Needs Votes
3

Track SLA before a deadline

Currently the SLA can be used only to track whether we take action after a given date, such as the creation of a new case. The functionality cannot be used where action has to be taken before a certain date. The SLA functionality is however very strong and flexible. As such I'd suggest that SL...

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0 Comments

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

STATUS DETAILS
Needs Votes
4

Phone to Case Conversion - Map All Fields That are Alike.

During the Phone to Case conversion have it map all fields that are alike (ie: Description) which it currently does not.

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0 Comments

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

STATUS DETAILS
Needs Votes
1

N:N relationship between customer and SLA

Currently only one SLA can be assigned to a customer. However, there are contracts with customers in which the customer has agreed several SLAs depending on the problem. For example, the malfunction of a heating system is handled with the SLA P1 and the repair of a door with the SLA P2. We nee...

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0 Comments

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

STATUS DETAILS
Needs Votes
13

Mail Editor- best in-class required/Outlook like

***9.1- CK Editor VERSION missing features to optimize user experience*** Context reminder: lot of communications done with customers/external partners/internal partners is done via Mail to keep trace of service request for traceability/auditability/compliance…therefore Mail communicati...

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3 Comments

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

STATUS DETAILS
Completed
9

Report on Billable Time

When you close a case you must input billable time before you can close it as resolved.  It seems silly to me that you can't report on this field.  I need to know how much time I spent on individual cases as well as a cummulative total. 

 

Developers, please...

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0 Comments

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

STATUS DETAILS
Needs Votes