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This is such a critical feature that is lacking. Many lookups rely on the user being able to pinpoint a precise record using something such as Account ID. The ability to search only on Name is a huge step backwards.

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yes,This Feature is Required.

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yes, this improvement will help us a lot .


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As a small consulting startup, D365PO is perfect for our sales and complex project management thanks to the MS Projects integrations. We are loving the integration with MS Projects until we starting to looking at Business Central and found out our projects would not sync without a messy integration which was the huge selling point of PO. It does everything with minimal setup compared to salesforce. However business central fits our accounting needs better than the Dynamics Finance. We have no IT so having to do extra integrations cost us money but double entering projects also cost us time and money. D365 Business Central using MS Projects instead of Jobs or syncing with jobs would be a huge selling point. Not sure how MS didn't make this a priority from day one. Not sure if we will continue to use D365 if we are forced to use something as complex as the Finance as we DON'T want to take a best of bread approach.

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We also have this as a user request. In a support team, there are many agents logged on to the same email/record queue, but the agent have proficiencies in different topics. Would be great to be able to hover over the work item and see a summary of the latest activity (e.g. email contents) or open the work item in a smaller pop-up window to view its contents before deciding if to assign it to themselves or not.


(We've currently solved it by the reroute function on the case that re-routes the case back into a re-assignment queue, that all agents are logged onto and can pick items from, but this affects the cases' queueing time when trying to work with the concept of picking them in an ascending date order, plus it's an unnecessary additional step.)


Thanks, Kristine

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We also have this as a user request. Today you're only able to sort, not filter. Using pick based work assignments, you'd want the agents to pick the item that has been queued the longest - today default setting is in descending order.

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Jason, can you please provide an update to this outage? This will cripple our users and support staff if we cannot get the breadcrumb menu back. We need to have a clear, consistent, and reliable menu path visible at all times when using Dynamics. This is a non-negotiable.

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Optimal would be to be able to control hold and queue music on queue level, not only on channel level.

It would also be great to be able to leverage some more triggers for the automated messages; e.g. a 'marketing trigger' that runs every 30 seconds, 45 seconds or 60 seconds, etc. through which customer's could announce marketing messages and offers.

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We'd also love to see a phone list option for the transfer function (not just based on Contacts and Accounts, but a standalone address book feature).

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https://learn.microsoft.com/en-us/dynamics365/customer-service/auto-close-conversation

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