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 ...
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...
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.
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.
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...
Theme and Logo selection as per Business Unit
The current system allows us to clone an existing Theme and then apply the new theme colour and logo, but the issue arises when there is a business with multiple business units and they identify with different logos and color themes. Here we need to establish a filter for the themes and logos to ...