28

Allow administrators to configure if an email template subject should override the email subject

The idea is pretty simple, every time you insert an email template in an email you get an annoying popup if you want to override the email subject from the template. A very common scenario for most of our customers is to use both email templates to respond to customers as well as for agent signat...

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0 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Needs Votes
21

Editable Resolve Case dialog box

Dear, A product suggestion that a lot of clients have: make the 'Resolve case dialog box' editable. A similiar request will be implemented in 2019-wave 2 for the opportunity close dialog box. https://experience.dynamics.com/ideas/categories/list/?view=New&viewId=feb96173-d81b-e811-8108-386...

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3 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Completed
Ideas Administrator

Configurable case resolution page feature was released with Wave 1 2020. 

Documentation: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-modify-case-resolution-dialog

20

Preview of Attachment Content without downloading

• We have System and Custom Entities, Users will attach documents to these records. • We would like to see the content of the attachment as preview without downloading those documents. • We would like to see record related email attachments in one place.

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0 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Needs Votes
17

@ to tag user in notes.

Would like the capability to use @ mentions in CRM Notes and Activities field to notify team members or tag team members

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0 Comments

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Category: Customer Service (Routing, SLA) (59)

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.

15

Timer to stop counting outside business hours

With the current setup of CS app, the SLA will include non-working hours when an agent starts working on a case and continue counting down. This however is pretty much confusing for the agent as the numbers you might get shown on the SLA vary. Instead what should be done, is, that the admin confi...

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1 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
New
13

Case is in multiple queues error

We are using Dynamics CRM 2011. In some cases, clicking Queue Item Details displays the message "This record is in multiple queues. Go to the specific queue to view the details".

I'm required to clean up the existing duplicates queue items using Advanced Find manually. The issue app...

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2 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Completed
Ideas Administrator

Thank you for your feedback.

We fixed this behavior as part of the Oct/2018 release. Upon re-activating a case and further upon clicking 'Queue Item Details' , you'll be able to see the active queue item.  

Sincerely,

Vamsi  

PM,Microsoft.

11

Support for inline embeded images when composing in browser

We are using Server Side Sync such that inbound emails result in either new or updated cases.

Our users now use CRM to compose emails in response to incoming client emails, where before they used Outlook connected to shared mailboxes.

The email editor in Dynamics via a brows...

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4 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Planned
2020 Release Wave 1
Ideas Administrator

 Thank you for your feedback.

We released this feature as part of the functionality in April 2020.

Please refer to the following link for more information: 

 

Sincerely,

PM,

Microsoft.

8

To Keep Email Tracking Token as Starting of Email Subject

Current Issue: Whenever Email is sent with subjects are that are in max character limit, Email Tracking Token is appended and is received at the Outlook Clients or other email clients. But when replied from the end email client, the subject is truncated, as a result the Email Token Id is trunc...

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0 Comments

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Category: Customer Service (Routing, SLA) (59)

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.

8

Add Filter Option in Customer servie Hub (Dashboards)

A very common request by the customer to add Filter in Dashboards for Customer service Hub & also Sales Hub.

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1 Comments

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Category: Customer Service (Routing, SLA) (59)

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 with user scenario 

 

Sincerely,

PM,

Microsoft.

7

Actuals on Case Entity

Enable the generation of Actuals on the Case entity. This way companies can bill time spent on cases through actuals, as in Field Service & Project Service Automation. This way companies can bill time booked on projects, work orders & cases using the same entity.

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0 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Needs Votes