3

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) (70)

STATUS DETAILS
Needs Votes
2

Business hours should navigate to the customer service schedule rather than the Holiday schedule

Ask:

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When we open the SLA's, From the SLA Items gird when we click on the Business Hours, it is suppose to navigate to the Customer service schedule but rather it is navigating to Holiday schedule.


We have been informed that it is currently expected that Th...

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0 Comments

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

STATUS DETAILS
New
2

Use SYSTEM account for running SLA flows

I would like the new modern SLA flows (i.e. Power Automate version) to run under the context of the SYSTEM account, the same way they did with the "classic" SLA flows. The fact about modern SLA flows running under the context of the last user who updated them has come back to bite us. A particu...

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0 Comments

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

STATUS DETAILS
New
2

SLA KPI - Manual creation utility

Sometime the SLA tracking fails to generate in the new UI model. However there is no way to create the instance manually after the Case is created to retroactively create what the system failed to generate. Adding a manual creation route to fix these instances would be a huge benefit. Having a...

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0 Comments

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

STATUS DETAILS
Needs Votes
2

SLA - Extra time

Many companies internal processes allow 'extra time' on-top of an SLA if a specific event occurs (for instance, a customer doesn't answer the phone). The company wishes to report on this SLA as been granted extra time, but not failed. Grant customer service managers the ability to extend an SLA ...

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0 Comments

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

STATUS DETAILS
Needs Votes
2

Allow select user view routing cases

When you select one case to route the user view by default is the "Private Queue User Lookup View" it is fine. But if you select more than one the view by default is "Userand want route this case

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1 Comments

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

STATUS DETAILS
Needs Votes
2

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) (70)

STATUS DETAILS
Needs Votes
2

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) (70)

STATUS DETAILS
Needs Votes
2

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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0 Comments

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

STATUS DETAILS
Needs Votes
2

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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0 Comments

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

STATUS DETAILS
Needs Votes