Add the button to manually re-sync all the personalization existed on marketing email.
Please add the button to manually re-sync/re-fetch all the personalization existed on marketing email so that end-users can click this button before sending out the email. Making sure all the data is fetched to avoid any mistake when communicating with customers.
KA search box that uses record type functions inconsistently
Based on the record type, with case, we can target a text field that will get append automatically into the KA search box. However, the success rate is about 60% to 70% when creating the case for the first time (after closing the case and accessing it again, the function works properly).
Add more fields to push notification without exposing the content to end users
Clients are not able to add additional information (JSON content) as part of the payload sent, because the options are limited to Title, Subtitle, Message and Image with options from OOB. Additionally, these fields are exposed to end users, making adjustments harder to send it silently.
Unable to customize the entity msdyn_ocvoicemail
The entity msdyn_ocvoicemail does not allow editing.
Business impact:
As a CSR, they would like the option to select from different status reasons when Closing a voicemail. Close Voicemail option marks a voicemail as completed and moves it to the closed work...
Suggestion for reducing confusion for Booking Status table
The table has a Name column for entering values, so users can make up their own terms.
But in the same table, there is a choice list named Booking Status, which has its own set of values. And "Booking Status" for that column is the display name. The logical name is "Status". ...
Allow MCS bot to send markdown content when the formatted messages feature is disabled.
When turning off this feature "Enabled formatted messages" in Omni, the MCS bot cannot send markdown content.
For example, it will send Hello instead of Hello (in bold)
As for a security concern from our users, they cannot enable it but it will be nice to hav...
Allow more dynamic sort by in the Customer Service Workspace
In the Inbox tab, with the filter options, when we select 'sort by', let's take by customer name as an example.
The sort by only sorts by the very first alphabet. For example, if we have multiple clients with different name but all starting with letter 'V'. The feature will p...
The record and transcript will be paused post transfer if the agents manually hold the conversation and forget to unhold.
Currently, the design is that if the call is put on hold proactively by the agent, and then later on transfers to another agent without proactively unhold. Then the record and transcript will be paused.
In the scenario an agent puts a custom...