3

Incoming email in queue when send by internal user should not be dependent on system settings

Incoming email in CRM queue when send by internal user should not be dependent on system settings "Track emails sent between Dynamics 365 users as two activities", as it creates confusion for the end user when they see two emails in social pane in CASE record. Although we have 'status reason' ...

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Category: Customer Service (Routing, SLA) (55)

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Ideas Administrator

Thank you for your feedback.

Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.

Sincerely,

PM,

Microsoft.

2

'Create PDF' function for Case entity

In D365 sales, word templates can be used to to export PDFs instead of exporting Word Documents, by clicking the 'Create PDF' or 'Email as PDF' buttons in the command bar on Sales records. Expanding this functionality to Service Records, such as Cases, would be very useful for a wide range of ...

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Category: Customer Service (Routing, SLA) (55)

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Needs Votes
2

Default Close button in the attachment window

When an attachment is clicked to view, “Remove” button is defaulted, which adds a risk of accidently removing attachment. Ideally Remove button shouldn’t be present or Close button should be default option.

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Category: Customer Service (Routing, SLA) (55)

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2

Configurable Hide/Show Ribbon Bar or buttons

This idea is not specifically related to CS. It is often asked to hide ALL ribbon buttons for Customer Service Agents, except those that are specific to their workflows. This capability partially exists by updating the Ribbon xml. However, hiding all or multiple buttons based on security roles ...

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Category: Customer Service (Routing, SLA) (55)

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2

Relevance Search results to sort by "created on" date as defined in "View: Quick Find Tickets"

We would like Relevance Search results to sort by "created on" date as defined in "View: Quick Find Tickets" sorting configuration. We understand Relevance Search uses default scoring concepts as Azure Search, but the we would like to have search results display as per the defined view. We are ...

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0 Comments

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Category: Customer Service (Routing, SLA) (55)

STATUS DETAILS
Needs Votes
2

Request to create option "Track emails sent between Dynamics 365 users and Queue as two activities"

[Design Change Request] ======================== - There is an option "Track emails sent between Dynamics 365 users as two activities" - If checking this option, both sent email from User A and received email from User B will be tracked. - If unchecking, only sent email from User A will be tra...

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0 Comments

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Category: Customer Service (Routing, SLA) (55)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

We need some more details to understand your suggestion better. Can you please help us by answering the following questions?

  • What is the business scenario
  • What is the impact on agent productivity   

Sincerely,

PM,

Microsoft.

2

using relationship insight feature for cases

Can relationship insights be used to measure relationship of customers regarding object as cases? from my understanding it is more specific to sales.

use case : top e-commerce site wants to prioritize customer service and response priority with actions according to customer interaction...

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1 Comments

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Category: Customer Service (Routing, SLA) (55)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.

Sincerely,

PM,

Microsoft.

2

Routing of E-mails based on keywords

Scenario: Insurance company gets loads of E-mails via E-mail-router into CRM. Based on keywords the e-mails are routed to specific queues. Eg "complaint" to queue "high prio", or "pension" to queue "Life".
Keywords must be maintainable by business owners (separate table, not workflows).

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4 Comments

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Category: Customer Service (Routing, SLA) (55)

STATUS DETAILS
Needs Votes
1

Ability to insert email templates when replying email to a non-contact email address

This is a request in order to create better and more efficient customer support experiences for the support team. Request: Ability to insert email templates when replying to the email to a non-contact email address. Background and Request Description: Currently, over half of the incoming Email...

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1 Comments

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Category: Customer Service (Routing, SLA) (55)

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1

Warranties for Claim management

I would like an enhancement of the Entitlement entity to make it easier to collect info about warranties. Ex. when a Quote is won, I would like the salesman to link the Warranty sold with that contract (ex. automatic basic free warranty or premium paid warranty). Therefore when eventually a C...

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0 Comments

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Category: Customer Service (Routing, SLA) (55)

STATUS DETAILS
Needs Votes