Automated Case Resolution duration field in Case entity by working hours
The SLA instances calculate the Active Duration of an SLA associated to a Case.
The Active Duration calculation takes into account the Working Hours of the calendar associated to the SLA Item which is very important. It is however restricted to only calculate until the planned...
Allow agents to add the closed conversation to the active case.
Allow agents to add the closed conversations (Ex: WhatsApp conversations) to the active case. Currently only system admin is able to link the closed or cancelled conversation to the active case.
Thanks for your feedback. Would like to understand the usecase - why does a user need to link a closed/cancelled conversation to an active case?
Regards,
PM, Microsoft
Export to PDF
It would be very helpful, when there is a possibility to export a PDF file from the entity service case.
Thanks for your feedback. We need more votes for this idea to be considered.
Regards,
PM, Microsoft
Being able to see who is on the ticket from the List View
We migrated a client from Zendesk to D365 and we have 300 users on the system. The agents used to have a feature in the Zendesk which allowed them to see who is on the ticket even before they assign the ticket and this feature is available on the List of the tickets and also the when they open...
Thanks for your feedback. Currently, a user can identify who is working on the ticket using Owner field that is displayed both in the Case grid view and on the case form. If you do not see the owner on the grid view, you could add it by adding column to the grid and selecting the Owner field. For more information, please refer - https://learn.microsoft.com/en-us/dynamics365/customer-service/case-grids.
Regards,
PM, Microsoft.
Favorites in Lookup Records
When user use Lookup Record panel, he should be able to mark searched records as favorite to have quick access to most recently used record.
Lookup controls show the records records. You can find more details here - https://community.dynamics.com/blogs/post/?postid=b72dde4e-bc2a-4650-9410-3260a5049899.
Regards,
PM, Microsoft.
Change the look of the custozisable case resolution dialog
In the 2023 wave 1 release the total Time, Billable Time and Remarks fields where removed from the Case Resolution dialog. To get those fields back you have to use the customizable dialog. This is working but the dialog itself looks really ugly and looks like it's not part of the system, it do...
Thanks for your feedback. In April 2023 release wave, fields like total time, Billable time and Remarks were removed from Standard case resolution dialog. However, if you want to add these back, you could disable the minimal case resolution dialog by following the steps mentioned here - https://learn.microsoft.com/en-us/dynamics365/customer-service/add-enhanced-case-management#disable-the-minimal-case-resolution-dialog. It is not mandatory to switch to customizable dialog unless you want to customize the dialog like adding or removing standard or custom fields.
Regards,
Product Manager, Microsoft
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This portal is used to collect feedback on D365 Customer Service.
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PM, Microsoft.
Resetting Sequence Portion for Auto field
Currently, we can set the sequence and use the regular expression to change the YEAR, MONTH, etc. In some business scenarios, the customer wants to reset the portion of the sequence. For example, the customer wants to reset the last 4 digits of the case number every month/year. As of there are...
Thanks for your feedback. This is not in our roadmap and would need this to be voted, for us to consider this.
Regards,
PM, Microsoft
Enable on the case summary page to do pre-view of attachment and link to ecomment
This two box to display the quantity of attachment and eComment.
By clicking the Attachment number, a pop up will appear. We can see the progress of each file and can preview the file.
Attachments control shows a consolidated list of attachments on the case, uploaded through various sources like email, notes, direct uploads, conversation etc. For more details, you can refer to the following documentation - Use the attachment control to customize forms | Microsoft Learn
Auto-Post in Case is not set when routing a case
Hello together,
currently we have the problem that when a user selects a case under the "Cases" tab and clicks the "Route" button, it does not generate an auto-post in the timeline of the case.
However, if the user clicks the "Add to queue" button within a cas...
This is more of an enhancement rather than the idea, and related to the case form area though auto post is created in the timeline.
This capability can be configured from admin center (Timeline maker), auto post configurations can be found in documentation.
Administrator
Thanks for your feedback. Would like to understand the ask better. Are you looking for a tool that automatically captures the amount of time an agent spent on the case working actively on it? For example, an agent might have taken 2 days to resolve a case but he/she might have actively worked on it only for 5 hours since he/she works on multiple cases in a day. So, the actual case resolution duration captured should be 5 hours on that case?
Regards,
PM, Microsoft.