11

SLA should be measured in working hours and not include off work hours as well

Currently SLA cannot be set up to only look at working hours but also off work hours need to be added to prevent cases from being escalated too soon. As a result especially for reporting the figures get quite confusing as they don't show the actual (working) time spent on the case but the total t...

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Category: Case Management (14)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for reaching out. Your idea seems to be a question about existing functionality. Please reach out to Dynamics Customer Service Forum to ask questions:   

Dynamics 365 Customer Service Forum - Support & Help 

Use these resources to refer to active duration, on-hold duration of an SLA KPI | Microsoft Learn about this topic.  

Sincerely,   

Microsoft Dynamics Customer Service Team 

9

Time until Case resolved

When working with a client who uses Customer Service we can use the Out of the box functionality to measure how long it took to do certain things with a case through SLAs. What we found out that you can not measure, is the total worktime from SLA expiration to Case resolved. Meaning that we can't...

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1 Comments

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Category: Case Management (14)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for reaching out. Your idea seems to be a question about existing functionality or a duplicate of Microsoft Idea (dynamics.com). Please reach out to Dynamics Customer Service Forum to ask questions:   

Dynamics 365 Customer Service Forum - Support & Help 

Use these resources to read View active duration, on-hold duration of an SLA KPI | Microsoft Learn about this topic.  

 

 

Sincerely,  

Ravi 

PM, Microsoft  

 

 

5

Automatically close conversations once the cases are closed.

Hello team,

At the moment, conversations which are associated with cases do not automatically close when the cases are closed, unless the associated case record is deleted, according to this document: https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/auto-close-co...

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Category: Case Management (14)

STATUS DETAILS
Needs Votes
3

SLA's impacted by change of working calendar - EG new UK bank holidays

Following a new UK bank holiday introduced at short notice there should be an ability introduced that allows an update to non working days that recalculates in flight SLA's.

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0 Comments

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Category: Case Management (14)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for reaching out. Your idea seems to be a duplicate of the following idea:   

Microsoft Idea (dynamics.com) 

Please add your valuable votes and comments to the suggestion above instead.  

Sincerely,  

Ravi

PM, Microsoft  

 

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: Case Management (14)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for reaching out. Your idea seems to be a question about existing functionality of recalculation of SLAs. Please reach out to Dynamics Customer Service Forum to ask questions:   

Dynamics 365 Customer Service Forum - Support & Help 

Sincerely,  

Ravi

PM, Microsoft  

2

Ability to Display SLA Countdown on Case Grid

Introduce the ability to display the SLA countdown on a case home/sub grid to easily track when cases are about to exceed their SLA time without having to navigate into each case record and look.

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0 Comments

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Category: Case Management (14)

STATUS DETAILS
Completed
Ideas Administrator

Thanks for your feedback. This functionality is already present in the modernized case grid. You can use Enhanced Active cases view which provides the column NextSLA column out of the box, which searches through all active, that is, non-canceled SLA KPI instances attached to the given case, filters, and then picks the SLA KPI instance that's in an unresolved state and has the earliest expiry time. You can also add this column in your existing view. Please refer the following documentation - 

1. https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/enable-case-grids 

2. https://learn.microsoft.com/en-us/dynamics365/customer-service/use/case-grids

2

SLA support on UCI yet

Please find the steps to reproduce below 1. Open an existing case or create a new case in the Unified interface. 2. Manually assign a SLA to the case. 3. Save the case. 4. Click the SLA selected in Step 2 to open the SLA record. 5. You will receive a script error. We have been told by Microsof...

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0 Comments

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Category: Case Management (14)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for reaching out.  We have SLA support available in the UCI. Your suggestion seems to be a product bug. Please reach out to the relevant support channels as specified in Product Support  

 Sincerely,  

Ravi

PM, Microsoft  

1

Allow user to use accessibly tools

I wanted to know if you able to give me a hand with the note to Microsoft regarding accessibility.


I'd like to submit an accessibility request so that our applications built on Microsoft D365 CRM are more inclusive. The current dynamics application relies on the Windows 11 op...

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0 Comments

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Category: Case Management (14)

STATUS DETAILS
New
1

Case List Viewing

Hello! Some of our users have been experiencing some Cases view issues. Similar to my recently submitted idea it seems to be on the Customer Service Workspace app as well, but maybe not entirely, hence the creation of a new 'Idea':


  1. The case list view (with user-set filte...

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    Category: Case Management (14)

    STATUS DETAILS
    Declined
    Ideas Administrator

    Thanks for your feedback. We would request you to kindly submit a ticket with Microsoft Support so that this can be investigated & resolved in your environment. 

    Regards,
    PM, Microsoft

1

CloseIncident action also de-activates BPF that is associated with Incident record

When we resolve a case(incident) from a specific case record from the ribbon button "Resolve", system resolves the case and also de-activate(Abandon) if any active BusinessProcessFlow(BPF) associated to it.


However, when we resolve the same case using CloseInc...

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Category: Case Management (14)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thanks for your feedback. Can you please elaborate more on the ask? Which are the 2 options being talked about? Is it OOB 'Resolve Case' ribbon command on every case record?

Regards,
PM, Microsoft