Dynamics 365 Customer Service

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.

Post-migration to the CSW app in COSMIC (Microsoft D365 CRM instance), some teams are reporting frustrations on the lack of the subgrid navigation side-pane (icon looks like a checklist). While tasks such as finding an Email in a Case can still be done with the tabular model, the agents are stating that the multiple clicks to close and then open another Email in a new tab is costing them quite a bit of time.

What they are looking for is if we can re-implement the subgrid side-pane in the CSW app?

Can the Resolution box at Case closure have the bug that means the Proposed Knowledge Article button always defaults to yes be fixed so that when the Default is set to No in the background it actually is No at case closure?

Currently, there is no functionality to know whether a record registered in the "Cases" entity has been read or unread.

Adding this functionality will improve convenience for users.

We are currently using base and custom presence statuses in our system. However, we have identified a need to reorder these statuses according to a custom sequence rather than the default alphabetical order.

For example, we would like to arrange the statuses in the following order:

1. Teamlead
2. Buddy-work
3. Available
4. Chat
5. Busy
6. Busy-DND
7. Away
8. Offline

Unfortunately, the system currently enforces alphabetical sorting, and base presences cannot be edited, which limits our ability to implement a custom order.

We believe that allowing custom sorting for presence statuses would greatly improve user experience. We kindly request the addition of functionality that enables the manual reordering of presence statuses.

The Agent status presence - in customer service workspace currently only has labels for the default localization of the system.

When the system has additional languagues, the presence status records do not have a localized label for the user language.

Please add localized labels for agent presence status.

To enhance data privacy and compliance with GDPR regulations, it is essential to (re-)enable the deletion of personal or sensitive attachments directly from the new attachment grid in incoming emails. By allowing direct deletion of attachments within the grid, we can streamline the process, improve user experience, and ensure that only necessary data is stored. It is an improvement that we can use the preview function but I am disappointed with the decision to remove the delete functionality. It was very useful, and its absence has negatively impacted our workflow. 

Within a Mutli-Session App the Application Tab Template should have the possibility to have a Parameter to update the Tabs.

The Paramater should reload the Tab in the Multi-Session on save or on change of the in the Application Tab Template defined lookup of the entity record.

When calls are being connected using this method https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-teams-phone-in-voice-channel the teams service introduces an announcement "this meeting is being recorded" which plays over the IVR or agent.

We need a way to turn this off for Dynamics Voice channels

Improvement Suggestion for Case Origin Logic in Quick Create Case Form

When creating a new case from an active conversation using the +New Case button, I am directed to the Quick Create Case form. In this form, certain fields such as the related Customer, Case Owner, Case Priority, and Case Origin are pre-populated with values derived from the active conversation. However, the Case Origin field is automatically set to "Web" regardless of the channel used for the conversation (e.g., live chat, voice call, SMS).

 If no default value is set in Entity Meta Data for Case Type Incident when getting data from Channel Integration Framework, the system assigns the value of 'caseorigincode' attribute as Web. This is set irrespective of channel type on the live work item. This requires manual, an unnecessary, adjustment by the agent every time a case is created from a conversation.

Suggested Solution:

A permanent and reliable solution would be to ensure that the Case Origin field dynamically reflects the channel type at the time of case creation, rather than defaulting to "Web." While the current workaround (e.g., using a post-operation plugin on the Retrieve or RetrieveMultiple messages to modify the returned entity) can address this issue, a built-in solution that automatically matches the Case Origin to the channel type would significantly improve the user experience and eliminate the need for custom development.

Benefit:

This improvement would ensure better consistency between the communication channel and the case metadata, reducing the need for manual adjustments and offering a more seamless case creation process.