Optimizing and reducing the sync time


We are experiencing a delay/ latency in the email reception due to the general behavior of email sync, which is delaying the case creation. By the time the case creation is done in MS Dynamics, the client's existing system is able to receive tickets, create case, forward the email and receive an ...

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Category: Customer Service (Case Management / Queues) (48)

STATUS DETAILS
New

Email Templates scope and application in emails


We created email templates with Case as scope, to make use of the dynamic values of the Case fields. As we explored, the emails, when created from scratch, with Regarding selected, only then we get the Case templates to be utilized. When replying to an existing email thread in a case, when the re...

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Category: Customer Service Hub (32)

STATUS DETAILS
New

Dynamic values in the email Signature


The current signature editor doesn't have the provision for adding dynamic values in the signature. However, the teams may require different email signatures with dynamic values to insert ticket ID, case title as reference at the end of the email.

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Category: Customer Service Hub (32)

STATUS DETAILS
New

Social platforms and ads should be integrated with the Dynamics 365 Sales


Currently, there is an option to connect the LinkedIn for the Lead capture, however, this needs to expand to other social media platforms, ads and webforms (maybe Microsoft Forms) so that the Leads can be generated directly in the Customer Engagement system.

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Category: Lead Management (56)

STATUS DETAILS
New

Account ID configuration


The Account ID should be configurable with the Text Field for the fixed prefix and a dynamic value option with the characters limit option, so that if the user wants to identify the Account based on a certain text field, they can do so with the help of the initials of the word(s). There can be s...

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Category: Account, Contact, Calendar and Activity Management (474)

STATUS DETAILS
New