1

Automatic record creation and update rules - User should be able to move conditions(Step two: conditions to evaluate and actions to take) from one page to another

Hi Support, Currently Automatic record creation and update rules - conditions subgrid(Step two: conditions to evaluate and actions to take) not allowing us to move condition from one page to another if suppose we have 20-30 conditions. User should be able to move conditions from one page to anot...

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Category: Customer Service (Case Management / Queues) (49)

STATUS DETAILS
New
1

Checklists/Assessments Functionality (Copy FS Inspections to CSE license)

Add FS Inspections like functionality to Dynamics 365 CSE license (managed app). One of the key components to health and human services case management is the ability to create and manage assessments on patients or clients. These types of assessments are like surveys that users need to build an...

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Category: Customer Service (Case Management / Queues) (49)

STATUS DETAILS
New
1

Support for Case Management - Email forwarding not working for shared mailbox in case creation

Hi, We came across the situation where we have requirements to create cases automatically when an email receive on shared mailbox from customers. So that client setup email forwarding on their email address to forward emails to the support mailbox. Then we found that it is not creating cases in...

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Category: Customer Service (Case Management / Queues) (49)

STATUS DETAILS
New
1

Customer service goal metric units and goal metric unit conversion

Future potentially featuring the inclusion of goal metric unit for purpose to potentially include a goal metric unit conversion (e.g. from hours to days or month), maybe helpful. Currently there is the option to set goal metric types, but there is no metric type in number of specified units.

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Category: Customer Service (Case Management / Queues) (49)

STATUS DETAILS
New
1

Persistence of Dynamic Chart ribbon item

In the Service > Queues there's a chart button in the ribbon. When users interact with this it should remember its state and the element should refresh when they are working on the queue items. Currently when a user opens the chart and uses it to filter the queue items, if they proceed to the it...

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Category: Customer Service (Case Management / Queues) (49)

STATUS DETAILS
New
1

Optimizing and reducing the sync time

We are experiencing a delay/ latency in the email reception due to the general behavior of email sync, which is delaying the case creation. By the time the case creation is done in MS Dynamics, the client's existing system is able to receive tickets, create case, forward the email and receive an ...

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Category: Customer Service (Case Management / Queues) (49)

STATUS DETAILS
New
1

Show "Attach File" button on new email activity

When a new email is started, there is no "Attach File" button in the menu ribbon, and the "Attachment" grid on the right side of the form does not show. Only once the email has been saved do these options appear. Suggestion is to remove this extra click and have the attachment options show on a n...

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Category: Customer Service (Case Management / Queues) (49)

STATUS DETAILS
Needs Votes
1

Customizable alerts for cases

It would be nice to have the ability for configuration of custom notifications for users regarding the selection of cases from queues. For instance -- if a queue item is present in the queue for a certain duration of time -- pop-out a notification in the CRM ribbon indicating an action is require...

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Category: Customer Service (Case Management / Queues) (49)

STATUS DETAILS
Needs Votes
1

SLA - Need a feature to Pause and Resume SLA based on a specific Date Time

In SLA, we need a way to choose a date and time while pausing or resuming the SLA. Based on this all calculation should happen. The reason being that most of the times, field service agents have to wait for a part or product and at this time SLA will be running. In Practical cases, when field ser...

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Category: Customer Service (Case Management / Queues) (49)

STATUS DETAILS
Needs Votes
1

Completed Queue item will not show item details - unless selected from advance search

Hello team, There idea here is to either make this option available or at least create a different button for Queue item details/ when an item is either in completed or inactive state. This is the scenario: If a queue item is completed or in inactive state, the button "queue item details" just ...

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Category: Customer Service (Case Management / Queues) (49)

STATUS DETAILS
Needs Votes