1

Entry in the timeline Resolved - Reopend

Is it possible that when we reopen a case there is an entry in the timeline similar to the resolved one saying reopen and that the timestamp from the resolved action is not overwritten with new timestamp from reactivated action: If ticket is closed = entry in timeline Resolved If ticket is reacti...

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

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Needs Votes
1

Range filter on dyn 365 views

Before 01 may 2020, it was possible to search cases registers through the filter on the column "Filter by " with the operators ""on or after" and on or before, you were able to search a specific period of time ( a range of time ) for example: only cases created on february. Now and with the new...

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

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Needs Votes
1

E-mail Template - Allow User to Set Preferred options for E-mail Templates

We have an ask in which the client would like the ability to define their preferred options when selecting templates in e-mails. By Default, when selecting to add a Template to an e-mail the options open up and they are defaulted to the intended recipient of the e-mail. Our customer would like ...

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

STATUS DETAILS
Needs Votes
1

Configurable table within a form with more than 4 columns and multiple rows that align properly

I need to add a table in a form that is more than 4 columns and can have multiple rows, like a spreadsheet table where you can input fields into each cell. Currently the form function is so awkward where you can have a 2 column TAB with up to 4 columns within each TAB column. You can then add mul...

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

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Needs Votes
1

Aggregated Fields

Dynamics 365 online and on premise should enable custom field creation of type 'Aggregated Fields'. This Aggregated field will be of type long text. Usage: When the case is assigned amongst the team members or queues, the user can update on a single long text field. since, this field is of type...

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

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Needs Votes
1

Customer Timezone

As part of geo coding, D365 should also collect and store timezone on account and contact. The customer timezone should be used automatically as part of scheduling. Also, additional date/time fields should added to all records that directly relate to account and contact and display date/time bas...

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

STATUS DETAILS
Needs Votes
1

Multiple selected Queue Item cannot be route to User/Team and can only be assigned to Queue (with field locked).

- In ‘All emails / cases in Queue’ view, when select one Queue Item and click on ‘Route’ , the pop up shows ‘Route To’ option to select either ‘Queue’ or ‘User / Team’. But when select multiple Queue Item the pop up shows ‘Route...

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

STATUS DETAILS
Needs Votes
1

Ability to copy email templates in CRM for Quick Campaigns

When using Curstomer Service I would like to be able to copy email templates from the Global email template view such that I can very easily create copies of a master email template I have created to use for customer correspondence.

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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.

1

SLA Remaining Time Information

I would like the remaining time of the SLA term to be displayed in CRM when the SLA is paused. Currently this information can be obtained only by customizing MS Dynamics CRM.

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

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We will consider this in our roadmap.

Sincerely,

PM,

Microsoft.

1

Allow customer service representatives on ISH to set their availability

CSRs using Interactive Service Hub to manage cases don't have a real agent console but rather a list of tickets in a queue that does not take into account real time availability of the agents.

The request is to add a switch (similar to what parature had) to enable CSRs to set their ava...

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

STATUS DETAILS
Planned
2019 Release Wave 2
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We are releasing this feature as part of Omni-channel engagement hub

Sincerely,

 Vamsi

PM, Microsoft.