Dynamics 365 Customer Service

The audio format for call recordings is MP4, which is a dynamic product design. Since the file is audio-only and not video, the MP4 format is difficult to manage on our devices. We would like to have the option to allow users to download the file as an MP3.

We would like to propose an enhancement to the current overflow handling functionality in Dynamics 365 Customer Service.

Current Limitation:

At present, overflow handling supports only two actions:

1. Assign to queue anyway
2. Transfer to a different queue

While these are helpful in some scenarios, they do not fully support complex routing needs, particularly when different workstreams are used to manage cases by function, region, or product line.

Proposed Enhancement:

Introduce a third overflow handling action:

➡️ Transfer to another workstream

Use Case:

In our environment, we route and assign cases based on specific business rules configured within each workstream. When a workstream reaches capacity, we need the ability to transfer the case to another workstream, where it can be re-evaluated and routed accordingly based on that workstream's own rules and capacity model.

Benefits:

• Supports more flexible and intelligent routing
• Enables more scalable and maintainable queue management
• Aligns with real-world operational models for large support teams

We believe this addition would be a valuable improvement for many organizations with multi-region or multi-functional support structures.

Currently when support agent use email form in CASE management, and use "Insert Knowledge Article" to include a KA in the email (this is great to send multiple articles in one email), the article is not linked to the CASE and not tracked in Knowledge Articles Incident entity as Sent to customer = Yes.

Request: Enable the articles sent from email form in CASE and linked them to CASE entity, so it can be tracked in the Knowledge Articles Incident entity as Sent to customer = Yes.

Benefit: better understand how the knowledge articles are used by support agent and monitor content efficiency (how it helps to resolve cases).

The agent presence is currently set to "Offline" after some time of inactivity. The idea would be to have a setting to not automatically set the presence to "Offline" but to keep the agent presence which was set by the agent -> this will enable reporting on activities outside of Customer Service Workspace, such as training, break,...

Good morning, we kindly request the possibility to differentiate the graphical layout of conversations/cases by color and to differentiate the notifications for each channel by different sounds.

Thanks

whenever, the image or screenshot is posted from the dynamics 365 crm record timeline, it only displays the paragraph but it does not show the screenshot or image on the powerapps portal timeline of the same record. the image should be displayed.

the portal is used by the client and if we send an email with the screenshot and the client does not see this screenshot on the powerapps portal timeline, it does not make any sensse.

Currently, when managing KB articles, agents must manually translate content from a parent article to its linked version. This process is time-consuming and prone to inconsistencies. With the increasing capabilities of AI and automation tools, there is an opportunity to enhance this process by utilizing Copilot in CS to automatically translate KB articles and generate draft translations for linked versions, significantly improving efficiency and consistency in multilingual support.

The current manual process poses several challenges:

- Agents spend considerable time translating content, which could be better utilized on higher-value tasks.

- Variations in translation quality and style can lead to inconsistent customer experiences across languages.

- The need for manual updates to multiple language versions of KB articles increases the risk of errors and delays when parent articles are updated.

Proposed Enhancement:

Enable Microsoft Copilot within Customer Service to automate the translation of KB articles when working with version handling. This enhancement would allow Copilot to generate a draft translation for a linked KB article based on the content of the parent article, thus providing agents with a solid starting point for review and fine-tuning, improving both speed and accuracy.

Automating the translation process would save agents considerable time and help ensure consistency in terminology and style across all versions of KB articles, leading to a more cohesive customer experience in different languages.

Since the wave release 1 2024 the behavior for selecting a queue in a consult action has changed and is not very user friendly.

When selecting the consult action a default queue is being set in the dropdown with queues. As the field is a searchable field it filters the list of available queues based on that value. This means that when an agent want to consult on another queue and clicks (logically) on the field dropdown only the already selected queue is visible. As such it seems like not other queues can be consulted.

The only way at that point is to clear all the text in the field to see the full list of queues which is not very user friendly. All others fields (eg. when search a team user in the consult action) allow you to use an "X"-icon to clear the field and search for something. I would think the same behavior should be at least in place for the queue field. Or even better that when using the dropdown always all queues are available for selection.

I've met an error message while trying to import solution, "solution import fail Error while importing workflow {d9ac5e0b-7dc5-4aae-92ab-e37e3a8faacb} type BusinessProcessFlow name Documenttemplates: Invalid workflow or workflow does not exist."

This error message is just containing the BPF ID, while it should include the workflow ID as well. Having the workflow ID in this error message would be much easier to find the correct workflow to fix. 

When receiving a WhatsApp message we wish to have a personal approach. The WhatsApp Profile name often contains the First Name of the person reaching out to us.

Therefor we would like this WhatsApp Profile Name to be shown next to the phonenumber on the communication panel.

When we register the customer as a contactperson in Dynamics, the ProfileName may disappear.