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My sugestion is to add a chat feature, to be configured and customized in CRM, and have a window where the crm users can take the incommng chats as a cases

STATUS DETAILS
Planned
October 2019
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We are releasing Chat in Dynamics 365 Customer service as part of October 2019 wave. 

Sincerely,

PM,

Microsoft.

Comments

D

Will it be possible to customize chat as a part of Timeline?
Kinda similar to how Yammer appears on an case, residing next to "Post, Activities, Notes"?

Thanks
Prarthana Gowda

Category: Customer Service