Dynamics 365 Customer Service

Currently there is no way to control the security for advance find entities and all users having any read level access can see the enties in advance find. From a solutioning point of view, read level access would be required to be provided for certain roles, but those roles should not be able to search the entity in the advance find.
Field level security is an option but difficult to maintain if there are lot of fields and roles.

It is a suggestion that this kind of security settings will enhance the current security architecture of dynamics CRM and from a security role perspective, we should be able to define which entities can be enabled for advance find for a particular security role.

Right now I need to locate the article independently and then click on email it from the case. However this loses track of the original email. I'd like to have a button where I can insert a KB article on an email reply. We have buttons for email templates and signatures which are both old school, why not have one for the new KBs? This saves agents time and it also allows them to add multiple KB articles to the same email response if needed.

***9.1- CK Editor VERSION missing features to optimize user experience*** Context reminder: lot of communications done with customers/external partners/internal partners is done via Mail to keep trace of service request for traceability/auditability/compliance…therefore Mail communication in a case context is FOUNDATIONAL. MSFT TARGET should be the MSOffice Word/Outlook rich text editor features >>Main features missing for 9.1: -Ability to copy/paste an Excel table directly (simple Ctl+C/Ctl+V) and keep formatting -Ability to copy a Word or other MSOffice source (Outlook) formatted text (containing -images, table, bullets, links…) directly (simple Ctl+C/Ctl+V) and keep formatting -Ability to copy an image directly and enable resizing -Also Enable internal images/stop current encoding and take image as an image file -Enable hyperlink to open browser session, public or internal HP sites -Ability to choose/configure mail default font at system/user level -Implement language spelling check -Enable HP Fonts -Enable resizing of tables and images by dragging on the borders/corners instead of having to go through menus -Ability to drag & drop/copy-paste files to attach within email sending -Implement language Spelling check

Currently, when a Queue email address is BCC'd Server Side Sync creates the message in CRM but the Email To Case Process fails to run. The Email To Case Process must run on emails where the Queue email address is in the BCC. This can be done by correcting the Email To Case Process or having SSS put the Queue email address in the TO or CC fields when the email is created in CRM. It does not matter how it is fixed as long as BCC'd email address are treated the same as a TO or CC email address. Thanks, Jim

Surprisingly enough the default organisation/environment language is not used when configuring new Knowledge Articles. Instead "English - United States" is selected by default. The product team should strongly consider changing that behaviour so it matches the default language set at the organisation level or provide a configuration setting to allow customers defining their preferred default language for Knowledge Articles. Changing that attribute each time someone is creating a new KB record is annoying and time consuming. Typically KB administrators forget about it so they need to manually translate each KB record to their preferred/required language after the fact which is even less enjoyable.