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.

Enhancing Email Activity Statuses for Improved Collaboration in Customer Service

Background: 

In our use of both Customer Service and Omnichannel for Customer Service, we have identified a key limitation in the email activity handling, specifically related to the status reasons available for inbound emails. Currently, when an inbound email is received, the status is limited to “Received,” whether or not the email has been replied to. This limitation creates inefficiencies and challenges for teams collaborating in the Customer Service Inbox, as it becomes difficult to distinguish between emails that have been handled and those still requiring action.

Current Challenge:

• Inbound emails only display the status “Received,” even after an agent has responded to the email.
• The lack of visibility into whether an email has been responded to, and when it was responded to, makes collaboration across teams cumbersome. Agents have to manually check or rely on inefficient workarounds to determine which emails have been handled.
• This issue is particularly problematic for teams working in a shared inbox environment, as it hinders transparency and prevents effective task management. 
• Email response time is impractical to calculate based on the email activity's "Modified on" date since this parameter is affected by all types of adjustments, thus becoming unreliable in this specific context. 

Proposed Solution:

• We recommend adding an additional status reason to the inbound email activity that would update automatically when the corresponding outbound email activity (response) reaches the status of "Sent." For example, the inbound email status could be updated from "Received" to "Replied to" when the system detects that a response has been successfully sent. The replied to date should be saved and visualized on the activity record. 

Key Benefits:

• Improved Collaboration: This feature would give agents and teams immediate visibility into which emails have been handled, improving transparency and reducing the likelihood of missed or duplicated responses.
• Enhanced Workflow Efficiency: Teams can quickly filter and organize emails in the Inbox based on whether they have been responded to, which is not possible in today's setup. 
• Accurate Email Status Tracking: Adding more granular status reasons and visualization of when the email was responded to ensures more accurate tracking of each email's lifecycle, from reception to resolution.
• Streamlined Filtering and Reporting: This change would enhance the ability to set up filters and reports to track email responses and response times, thus improving overall service management.

How it Would Work:

• When an inbound email is received, it retains the status “Received.”
• Once an outbound email is sent (with a matching thread ID), the system automatically updates the inbound email’s status to “Replied to" and saves the date of when the reply was made. 
• This status update is triggered when the corresponding outbound activity reaches the "Sent" status.

Conclusion:

By introducing additional status reasons for inbound email activities, particularly a "Replied to" status, Microsoft can enhance collaboration, transparency, and efficiency for users of the Inbox. This improvement would help teams work more seamlessly, ensuring better customer service outcomes.

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