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.
Be able to set default action on post in the time line
The default action of email is "reply all". You can change the order of the action available under that button and which actions should be available but not set the default action. This would be a huge improvement.
Not making any changes to current posts
Quick Create Form - Save and Route
Dear Team,
On the quick create form, we can find the below two options while submitting.
- Save and Create New
- Save and Close
The request is to include an additional existing option as 'Save and Route'. This would help our agents/consult...
Thanks for your feedback. Enhanced case experience was released as a part of 2023 Wave 1 release. This allows you to use Quick case form, opened as a side-pane and has option of 'Save & route'. This allows user to save the case and route it with a single click. For more information, please refer - https://learn.microsoft.com/en-us/dynamics365/customer-service/enh-casemgmt-csw?tabs=enhancedquickcreateform%2Cenhancedfullcaseform.
Regards,
Shruti Chaurasia
Product Manager,
Microsoft
CRM客服系统回邮与创建案例在同一个界面
希望客服系统回邮与创建案例在同一个界面。非常影响客服工作效率，已在2021年11月提出，但未收到回馈。
Thank you for reaching out. Though we don’t require ideas to be submitted in English, for easier and faster processing and better understanding of ideas by internal Microsoft teams, we recommend you submit ideas in English.
Sincerely,
Dynamics Customer Service Team
Activity filters on subgrids
On Associated view ( case - > related - activities we have extra controls "Due" and "Activity type" on associated views. Customers are saying that would be great to add them on subgrids as well .
Thanks for your feedback. The filters like 'Due' or 'Activity type' are available as columns in the Activities sub-grid.
Regards,
Product Manager,
Microsoft.
Any queue should auto refresh
In the legacy interface, when we opened a case from a Queue in separate Tab and change the Owner or close the case, it used Refresh the parent Queue automatically. But since transitioning to the Unified Interface, it is not working and user needs to hit the Refresh button every time
Thanks for your valuable feedback. This has been implemented in the product. Once the field is updated, the queue view reflects it.
Regards,
PM
Microsoft.
Create Default Filter for Timeline
Create a default filter for timeline so that for example a system administrator can set the overall default filter to being notes but then users themselves can expand the filter to also include posts/activities. This way users can get the information that is most pertinent to their role but also ...
Thank you for your feedback.
Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.
Sincerely,
Bookmark your filter has been implemented and shipping for oct 23 wave.
PM, Microsoft.
Allow Workflow on Inactive Cases
I believe just about every entity allows workflows to be ran regardless of what state it is in on a Entity. But for whatever reason Case entity they blocked this feature. This makes it very difficult to clean data, migrate fields around etc. Please enable write access to case when inactive.
Thanks for your valuable feedback. Would like to understand the end to end scenario of running workflows on inactive cases..
Regards,
Product Manager,
Microsoft
Cases against a contact
We have a lot of new customers/contacts contacting us with requests. We dont want to create new accounts, but rather just create a contact, passing through the lead to sell process, qualify and then create an account. Thus we create a case against a contact, using Customer field to select a cont...
Thanks for your valuable feedback. We request you to kindly raise a support ticket with Microsoft to help us investigate and resolve the issue for you.
Regards,
Product Manager,
Microsoft
Layout of Activities
A client of our has expressed concern for the layout of activities on Cases. For example: - There are multiple scroll bars in use to traverse through the mail chain - There is frequently a message to say that the 'email might contain script...' but there doesn't seem to be any reason why this is...
Thank you for your feedback.
Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.
Sincerely,
Need more details on the issue
PM, Microsoft.
Administrator
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