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...
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...
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 
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...
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.
Thank you for reaching out. Your idea seems to be a duplicate of the following idea:  
Please add your valuable votes and comments to the suggestion above instead. 
 Sincerely, 
Ravi
PM, Microsoft 
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 ...
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 
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.
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
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...
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 
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...
Partner center customer engagement actiovation explanation steps
When activating action pack customer engagement, the activation steps do not describe how to actually create the power apps environment for the product, only how to give the licence and apply licences to users.
So the activation of the actual app stops halfway.
Ensure that updates are backward compatible
Let's take the example of the 2024 wave 1 release update. In this case, the customer had disabled the new look feature using a setting via solution before the force update. However, after the force update to the 2024 wave 1 release, the feature was turned on again in the production environment...
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