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Email convert to case
Suggested by Sanika Bhagwat – Under Review – 11 Comments
Can we have the pop-up box for email to case convert customizable? We would like subject field to become mandatory for us which is mandatory on the case form for us. -
Request to make Case Subject more user-friendly for service agents
Suggested by Glenn Van De Locht – Needs Votes – 2 Comments
Request to rework the Case Subject entity to make it more user-friendly for service agents. Missing features for the current Case Subject entity: - Textual search --> being able to type in the subject lookup field (so a service agent doesn't need to drill-down the whole tree every time again) - Multi-lingual support (when you have service agents in multiple countries) - Make subject entity extendable so partners/customers can extend this logic - Make it possible to write a custom pcf control on the case subject field so partners/customers can customize the tree control to their specific needs. The same feedback can be found on several community forums. -
Option to select Monday - Friday of a week as the default time frame in D365 dashboards
Suggested by Bijay Deb Roy – New – 3 Comments
Today the D365 customer service dashboard shows 'ThisWeek' time frame which shows data for all the 7days of this week. There is a need to show the data based on working days (Monday to Friday) as the default filter. This makes it necessary to set custom time frame every time user opens the dashboards. Could you please provide option to select workdays timeframe option in the dashboards.
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KB Article links to other articles in content
Suggested by Nathan Vorhees – Needs Votes – 12 Comments
Currently there is no easy / user-friendly way to add links between articles within the article content. Some sort of tag format that could link by article number or title would be excellent.
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Timer to stop counting outside business hours
Suggested by Oliver Rist – Needs Votes – 5 Comments
With the current setup of CS app, the SLA will include non-working hours when an agent starts working on a case and continue counting down. This however is pretty much confusing for the agent as the numbers you might get shown on the SLA vary. Instead what should be done, is, that the admin configures the non-working hours (just as now) and the system will take the exact SLA and simply stop the countdown in non-working hours. This way the displayed values on the cases look correct and are not confusing the agents. As well it will allow much better for reporting on the time spent on a case as you can simply take this time instead of trying to figure out what the non-working hours were. The current setup of the system is simply not at all user friendly nor is it transparent. -
Ability to enable advance find for entities based on the security role
Suggested by BILU BABU – Completed – 11 Comments
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. -
Instagram as channel
Suggested by Rebecca Winter – Under Review – 10 Comments
Please enable instagram as a new channel , so that direct messages on instagram can be answered through omnichannel for service app in Dynamics 365. -
Inform customer about agent's unavailability after a threshold waiting time
Suggested by Quratulain Ibrahim – Under Review – 1 Comments
If Customer Service agent is busy or on another tab and doesnt answer the incoming chat for 2 mins, customer should be notified that agents are not available at the moment. In this scenario agent's status on Omni Channel is available as the person is not away - a feature to inform customer that agents isnt available after 2 mins (other defined threshold) without changing agent status to away or busy should be added. -
Possibility to set the default font for email per user
Suggested by Helena Blücher – Completed – 13 Comments
It would be great to be able to set default fonts and font sizes for composed emails in Dynamics for each user. Eg on their personal settings. It would also be great to be able to set the default font and font size for composed emails on the system settings. -
Omnichannel Agent Dashboard - keep selected filtering options
Suggested by Verena Hirschmann – Needs Votes – 1 Comments
By default the open work items on the Omnichannel Agent Dashboard are sorted by "modified on" in descending order". Even if I'm selecting "in ascending order (oldest conversation first)", the sort has automatically changed to "in descending order" when I go back to the Dashboard. It should be possible to keep the selected filtering options as long as I'm not going to change them again.
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