Enhanced Case Form - Possibility to toggle on / of the customer details productivity pane tab
When using the enhanced case forms the customer details tab in the productiviy pane is always shown & opened by default when a customer is completed in the customer field.
This is currently the only tab in the productivity pane which you cannot toggle on / off in an agent pro...
Issue with Session template - Application tab template
User story
As a customer service agent I expect only the application tab templates to open automatically when a lookup field can be retrieved from the source record.
Description issue:
If no lookup field can be retrieved (field st...
Translation for Agent availability status
When ever end users can use the CRM application on their own language, that point of time we can change there agent availability status option to there language.
For my case:
Our end user we're using French language, at that point there are unable to see or understand th...
Interactive Dashboard - Remove Timeframe Filter
Actual situation - interactive Dashboards:
At the moment, the "interactive dashboards" have couple fixed timeframes (e.g. today, yesterday, this week, last week, this quarter, etc.). At the "custome time frame" the timeframe can be adjusted. But it is not possible to set this custome tim...
Omnichannel Power BI reporting
Switching from Omnichannel historical reports who are deprecated to the new reports we loose the possibility to get a new TAB opened on loading the Omnichannel browser session containing the new reports
It's helpfull get the possibility to have a TAB with the reports automatically opened...
Stop knowledge controls refreshing when switching between session tabs
Is it possible to stop knowledge controls from refreshing/reloading when changing between session tabs? This causes a productivity blocker for agents doing things like multiple chat sessions as switching between tabs forces the knowledge control to re-load losing placement within the article.
Guest users cannot view contact details; this feature is functional for internal users but not for guests.
Guest users are unable to view contact details when hovering over a contact link in tasks. While this functionality is smooth for internal users, it seems restricted for guests with prior accounts in the tenant. To optimize user experience and ensure feature consistency, we kindly request the ...
Dynamics 365 Customer Service for New Idea
Dynamics 365 Customer Service: Revolutionizing Customer Support
Introduction
In the fast-paced world of business, customer service stands out as a pivotal element for success. Dynamics 365 Customer Service emerges as a game-changer in this realm, offering a comprehensive...
Agent View to see which Agents are currently available
We need a place where agents can go to view who is online from their team and what their current status is. This helps when scheduling breaks and checking capacity. This information is available on the supervisor dashboards, but it would be nice for the agents to have access to this data wit...
Global Notification Banner
Strategic Customer would like a sticky global notification banner to notify users of upcoming issues, features, or news. They want users to see notifications at all times.