10

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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1 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
Needs Votes
10

Set default email template when answering to an email from the timeline

The current process of selecting a template when answering to an email from the timeline is very time consuming and not user friendly. Right now the user needs to open the email, click on reply, then insert template, select the template, confirm changes and only then can start answering. There is...

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0 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
Needs Votes
10

Email Sender Blocking and Junk Mail

Hi, We have quite a number of customers who have moved the management of their team mailboxes into D365 CE using queues. As with many mailboxes, there are emails from senders who could easily be classed as Junk/spam email senders. It would be great if there was a function in D365 CE to block f...

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2 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
Needs Votes
9

Ability to show the created date for all items available in the time line of the social pane

The items shown on the timeline can be ordered on different dates like the created date or modified date while currently only for the entities where the card form is available (like task, email, phone call, ...), the created date can be shown on the timeline. For all other items (notes, case reso...

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0 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
Needs Votes
9

Please resolve IncomingEmailMessageIdCache error. because of this Email didnt logged in CRM So, case not created.

Emails are not logging into CRM due to message cache ID error. Raised a Microsoft support ticket. FYI, Support request ID 120030322002372. Final Conclusion provided by the Microsoft support team is "this is intermittent behavior and doesn’t happen to all the tracked mail. As temporary data in ...

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0 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
Needs Votes
8

Changing Default Font When Sending An Email Through Dynamics

Currently, the font default is Seqoe UI and point 9 which just doesn't make sense. There is no way of changing this default and if you are sending many emails a day, it becomes quite a nuisance.

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0 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
Needs Votes
8

See the availability of contacts when sending an email

When working on cases it is often required to reach out internally. If doing so by email using the built-in email functionality of CS app, it is not possible to see, whether a contact (internal) is available or not. It would be nice to have the same feature as in Outlook, where, before sending an...

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1 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
Needs Votes
8

Cancel running SLA KPI Instances when the parent Case is Canceled

Current functionality is that SLA KPI instances that are activated when a case is created, will continue to run even when the case record is canceled. Also the "Resolve in" Date/Time counter will continue to count down, even though the case is terminated. For organizations that depend on these...

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1 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
Needs Votes
7

Properly support (automated) deployment of Automatic Record Creation (ARC) Rules (and also Routing Rules?).

Automatic Record Creation (ARC) Rules have been available for many years but their deployment is STILL not **fully** supported by MS. Each ARC Rule is associated with a Queue and although ARC Rules themselves are solution aware Queues are not. When you export **new** ARC Rules from one instance...

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0 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New
7

Retain on the same tab on refresh

when user is working on some tab on the case screen and when the case is refreshed or reloaded then it should retain on the same tab.

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0 Comments

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Category: Customer Service (Case Management / Queues) (87)

STATUS DETAILS
New