Account "Org Chart" usability ideas
- You only can delete one person at a time – not possible to mark 2 or more people - When you add a direct report to somebody, it will be saved immediately and the view jumps back to the middle of the chart and zooms in (takes a lot of time, especially n he beginning) - If you collapse something,...
If no agents are available to be assigned, can we have this scenario as an overflow condition
We would like the option to configure an overflow condition if no agents are available to be assigned, so that we could decide whether to assign to another queue, end the conversation and display a message.
the trigger it hits in the routing diagnostic "waiting timeout trigger...
Advanced Lookup on a Lookup field Improvements
My customer has requested the return of the alphabetic strip at the bottom to help them find items in the Advanced Lookup, just as it works on other views.
Secondly, we noted an issue when you use the advanced lookup.
1.) Type in "ANA" into the Account field.
2.) s...
Enable Copilot for Customer Service based on App
We have a business need to disable Copilot in Customer Service Hub while keeping it enabled in Customer Service Workspace.
Our technical support team uses CSH, while our customer service team uses CSW. Today it is not possible to keep it available in CSW for our customer serv...
Ability to customize kanban board for opportunities - to disable a kanban type
I would like to use the kanban view for opportunities and it works well for the Business process Flow. However, on the Status one, it allows them to change to won or lost without going through our custom process. SO I would like the option to customize the kanban view to disable the status. Pe...
Allow users to decide if left-side navigation stays expanded or closes.
Allow users to decide if left-side navigation stays expanded or closes.
Currently the default is closed but some of our users would like to pin it open.
This is in the new customer service workspace.
Write an Email should still be able ot use the Knowledge Articles even if you have added additional knowledge sources for Ask A Question.
When you set up Copilot for customer service, and you use the new Preview setting "Use Knowledge Sources configured in Copilot Studio", you can then go to copilot studio and add your Knowledge Article entity plus a number of other sources.
Once you do this, "Write an Email" fe...
Propose New Knowledge should preserve hyperlinked text when turning a resolved case into a knowledge article
When a case correspondence includes links, sometimes the linked text loses it link when it is re-arranged by the Generative AI during "Propose New Knowledge".
For example, the answer to the customer may have included something like "click here to download the software update",...
Customize "Propose New Knowledge" to use data from custom activity types in the timeline
Currently the Copilot Knowledge Creation only considers out of the box activity types (appears to be emails, notes) as well as text fields on the case.
Can we have a feature so that we can customize what activity types it looks at?
for example, we have a custom activity...