49

Enable Subgrid navigation side-pane in Customer Service Workspace (CSW) app

Post-migration to the CSW app in COSMIC (Microsoft D365 CRM instance), some teams are reporting frustrations on the lack of the subgrid navigation side-pane (icon looks like a checklist). While tasks such as finding an Email in a Case can still be done with the tabular model, the agents are st...

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15 Comments

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Category: Customer Service Workspace (140)

STATUS DETAILS
New
5

Enable "Record Set Navigation" feature in CSW app

After we migrated to Customer Service Workspace, we noticed that "Record Set Navigation" feature is removed from Case entity in CSW app, which was available in UCI or ISH apps.


Business Value:

  1. Users can navigate across the records present in sub-grid with a single ...

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    0 Comments

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    Category: Customer Service Workspace (140)

    STATUS DETAILS
    New
0

Email text fails to wrap since moving to a Modern Text Editor

There is currently an issue with viewing emails in the customer service workspace and customer service hub. They do not wrap the text and you need to use a bar to scroll across to view the majority of emails.


I have been informed by Microsoft Support that this is by design du...

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0 Comments

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Category: Customer Service Workspace (140)

STATUS DETAILS
New
1

Monitor Voice Call Conversations Without Notifying Customer Service Representative

Currently when using the 'Monitor' feature on a Conversation, the customer service representative on the call is notified that their call is being monitored. Managers are requesting the ability to not alert the customer service rep on the call; and stealth monitor the conversation.

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0 Comments

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Category: Customer Service Workspace (140)

STATUS DETAILS
New
2

Translations for out of the box Presence statuses'

Can not translate out of the box presence statuses. When switching from English to any other language, the presences are not translated. The agent still sees the English version of the 'standard' statuses, even when the environment has been set to any other language.

In addition, hiding ...

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0 Comments

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Category: Customer Service Workspace (140)

STATUS DETAILS
New
1

Allow editing of Voicemail form

It would be beneficial to be able to edit the Voicemail form. We would like to at least add fields there to edit owner and customer faster than from top right corner menu. Perhaps other things would be useful too but those two came to mind for now.


Currently Voicemail entity f...

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0 Comments

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Category: Customer Service Workspace (140)

STATUS DETAILS
New
10

I want to disable the "Recently Used Records" feature for the "Related" column in the Schedule table.

Regarding the "Related" column in the Schedule table, I want to disable the "Recently Used Records" feature. However, in the standard view settings, it is not possible to hide the "Recently Used Records" for the "Related" column. Therefore, if it were possibl...

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0 Comments

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Category: Customer Service Workspace (140)

STATUS DETAILS
New
2

Stay on the Current Tab When Saving a Form

When working with a form that contains multiple tabs, the system currently resets the view to the first (default) tab after saving. This disrupts the user experience, especially when users are actively working within a specific tab and need to perform multiple saves.


We would ...

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0 Comments

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Category: Customer Service Workspace (140)

STATUS DETAILS
New
3

Allow supervisor to listen the conversation translated into their language (not only read)

We suggest the availability of allowing supervisor to listen the conversation translated into their language (not only read).

This is in a voice call attended by an agent and supervised by another, specifically highlighting the functionality enabling a new button...

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1 Comments

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Category: Customer Service Workspace (140)

STATUS DETAILS
New
9

Duplication Detection Pop-up needs enhancements

This is specific to Contact records. When a duplication is detected and you click save a pop-up window pops up that allows for merging of the records. The problem is this screen is not user friendly. You have no ability to resize the pop-up and expanding columns is quite gruesome because it do...

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1 Comments

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Category: Customer Service Workspace (140)

STATUS DETAILS
New