• 37

    Ability to Show/Hide Sections (Tabs) Based on Business Rules

    Suggested by Aaron Back – Rejected  – 0 Comments

    PLEASE NOTE: This suggestion is for Dynamics CRM Online and Dynamics CRM 2016 or greater. There is no option in the below "Product Version" drop-down list.

    There are many occasions where multiple fields need to be hidden and/or shown based on Business Rules. This can lead to a very long and complex Business Rule. This suggestion would allow a User with Customization access to create a Business Rule that can show/hide a Section (Tab) on a Form.


  • 29

    Activity table attachments in timeline on Case

    Suggested by Thomas Nordli – Rejected  – 0 Comments

    When working a Case the ability to view related activities in the timeline is essential.

    When working with other activities than Email e.g. Portal Comment you have to open the record to check if there is any attachment and view it through Notes displayed in Portal Comment timeline.


    My suggestions is:

    If customers enable an activity table for attachments they should be able to view thumbnails of the attachment and preview it from a related table, like on the Case timeline. This is currently how it works on the Email table.



    The creation of a record in an attachment enabled activity should also feel like sending an Email. The adding of attachments through notes in a timeline is confusing for the workers. Out of the box Notes on a Case is for case notes.

    But if you set up Portal Comments to be your activity to your Power Page, Notes is used for adding attachments too?

    Not ok for us as a business. Using notes for case notes in one situation and using notes for attachments in another situation.







  • 23

    Customizable alerts for cases

    Suggested by Alan Ericson – Rejected  – 2 Comments

    It would be nice to have the ability for configuration of custom notifications for users regarding the selection of cases from queues. For instance -- if a queue item is present in the queue for a certain duration of time -- pop-out a notification in the CRM ribbon indicating an action is required from the users. The notification criteria should be customizable. Like when a new case queue item needs attention or when a customer responds to an email for a case, and certain updates to the case record. Alert notification details - Some kind of icon like an alert bell in the ribbon - Alert has link to case that needs attention when opening - Alert contains small details like what changed on the case -- such as customer responding and provide description of email

  • 20

    Realtime workflow process - can be triggered by Team not just user/Organisation.

    Suggested by Rubini Veeranan – Rejected  – 0 Comments

    When you assign a case to user and user assign that case to a Team, it should trigger the flow (in my case on assignment i am sending mail to user,) in asynchronous mode the i can be able to assign the case to the Team, but not in Realtime workflow flow.


    It would be great it can be done in real time too.


  • 19

    Re-use existing USD session when transfering a chat after a consult chat.

    Suggested by Wouter Luyten – Rejected  – 0 Comments

    Scenario:

    1. Agent 1 receives a chat from a customer. A USD session is opened.

    2. Agent 1 wants to ask a colleague for advice, starts a consult for this chat.

    3. Agent 2 receives a consult request, upon accepting, this opens a USD session.

    4. After consulting, Agent 1 decides to transfer the chat to Agent 2 completely.

    5. Agent 2 receives a transfer request popup. Upon accepting this request, this opens a second USD session, while the first session is still open with the same chat.


    Request:

    We want to avoid the second session from opening by either:

    * Have a built-in way to re-use the existing session if one is already open for this chat.

    * Have an additional parameter in the transfer notification that identifies the new transfer request as a consult-transfer, so we can prevent a new session from being created with a condition on this parameter.




  • 19

    Dynamics for Outlook - Convert email to case

    Suggested by Graham Darby – Rejected  – 0 Comments

    Currently, you can use the Dynamics for Outlook add in to create a case while looking at an email or to track an email to an already created case. If you want to create a new case (or convert an email to a case) from the add in you can simply open it and do so but the information such as Customer and contact are not intelligently gathered from the email and it can be confirmed that the particular email address has contact and customer info within our Dynamics system. This seems small and straightforward as we currently have setup our support email doing this exact thing. Receive an email > convert it into a case with customer account info and contact info already filled in within the case.


  • 17

    Dynamics 365 CE on-premises + App for Outlook + *MFA* is not supported

    Suggested by Jim Poon – Rejected  – 1 Comments

    “Effective October 1 2020, the legacy Dynamics 365 for Outlook (also referred to as the Outlook COM add-in) is retired. Customers must transition to the modern Dynamics 365 App for Outlook at the earliest. Microsoft will not provide support or any further updates (including security and critical updates) to the Outlook COM Add-in”: • https://docs.microsoft.com/en-us/dynamics365/outlook-addin/user-guide/dynamics-365-outlook-user-s-guide However, "Multi-factor authentication with Dynamics 365 App for Outlook and Server Side Synchronization is supported only in an online-only configuration. It is not a supported scenario for Dynamics 365 Customer Engagement (on-premises) or Microsoft Exchange on-premises.": • https://docs.microsoft.com/en-us/dynamics365/outlook-app/deploy-dynamics-365-app-for-outlook I would like to use the combination of Dynamics 365 Customer Engagement on-premises, the modern Dynamics 365 App for Outlook (with Exchange Online), and MFA. When will this scenario be supported and if not, why not? Many thanks.

  • 15

    Add a function to collectively set multiple appointments registered from Dynamics 365 for Outlook to work with Dynamics 365.

    Suggested by Yuta Wakita – Rejected  – 1 Comments

    Tracking appointments in Dynamics 365 for Outlook is manual and can only be set one by one. Therefore, it takes time and there are concerns about business impacts such as missing settings. Convenience will be improved if "a function that can set the tracking of appointments in Dynamics 365 for Outlook at once" is added.


  • 15

    Unified Service Desk - Prevent "X" out.

    Suggested by Neil Parkhurst – Rejected  – 5 Comments

    In Unified Service Desk we have actions like SessionCloseRequested that are commonly used to validate the content of a session before the user closes it.

    The problem is if the user opts to "x-out" of USD, it closes immediately without any events being triggered. Meaning all open sessions are instantly closed without any of this carefully crafted validation being applied!

    Can we have an event that is triggered if the user tried to close USD. So that actions could be added to prevent the close when required. Something like "USDCloseRequested".

     

    I have had this issue in several projects and have had it raised by many other USD "fans".


  • 15

    Ability to customize the field size in Quick View Form

    Suggested by RENA SATO – Rejected  – 0 Comments

    When creating a Quick View form for a specific entity, the field heights is not customizable although the width can be changed.
    It ends up having a plenty of room for the one field.
    I would like to avoid having such space on Quick View Form.

    Product Version：CRM Online 2016

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