4

Enhanced Email - POP Feature for Replying or Forwarding emails

As pert of April ' 20 Wave 1 release , Microsoft has brough in a new feature to compose email in a pop-up, non-blocking window, with the ability to write an email with context of the current record, navigate between records, and have multiple active draft emails open simultaneously. https://docs...

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Category: Customer Service (Routing, SLA) (70)

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Needs Votes
3

New SLA Timer Control - date due

The new SLA timer controls look amazing in enhanced SLA. However they only show the countdown and our users want to see the date due (resolve by date as an example) and not necessary a timer countdown. Another control option with this date or both the date/countdown would be great.

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Category: Customer Service (Routing, SLA) (70)

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Needs Votes
3

Allow SLA Items to be disabled/deactivated on SLA from Unified Interface

At the moment, you can create, delete and edit. However, sometimes you need to disable a particular SLA Item temporarily without having to recreate them when you need it in the future.

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Category: Customer Service (Routing, SLA) (70)

STATUS DETAILS
Needs Votes
3

An out of the box option to create a routing rule based on the CC field of a sender email

It would be useful to add an out of the box option to create a routing rule based on the CC field of a sender email. Some users place the email address (associated with a queue) in the CC field only, and those cases auto-create but they do not get routed to the appropriate queue because the email...

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Category: Customer Service (Routing, SLA) (70)

STATUS DETAILS
Needs Votes
3

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) (70)

STATUS DETAILS
Needs Votes
3

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) (70)

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Needs Votes
3

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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Category: Customer Service (Routing, SLA) (70)

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Needs Votes
3

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) (70)

STATUS DETAILS
Needs Votes
3

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) (70)

STATUS DETAILS
Needs Votes
3

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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Category: Customer Service (Routing, SLA) (70)

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.