Dynamics 365 Customer Service

Just like in Microsoft teams it would be useful for an agent to set a secondary ringer device.

If an agent leaves the desk for a moment the call is only ringing in the headphone. Would be handy to also let it ring on the computer / screen.

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.

Analytics to understand Dataverse searches submitted on the Knowledge Management Portal: Top 100 search terms, List all search terms

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.

I have suggestion (idea) for the setting on Dynamcis 365 Costomer Service.

▼Customize Overview

There are two Entities I use.(ex. Entity_A, Emtity_B)

I made form_A by using Entity_A, also i put subgrid on form_A by using Entity_B

App sitemap has two entities.(Entity_A, Entity_B)

▼Settings

Setting for "Auto Saving for organization" to "No".

==

1. Go to Settings > Administration.
2. Choose System Settings.
3. For the Enable auto-save for all forms option, select No.

==

▼Problem

If I changed some field on form_A and i click [+ new record Entity_B] on subgrid,

there is pop-up about [delete your change ?(Yes or No)], but form_A was auto-Saved.

I asked to Microsft and they say I have to create Onsave Event for specific form.

▼Idea

The solutin that Microsoft said was forcing auto-Save to non auto-Save by using Onsave script,

so that i have some suggestions (ideas) to meke this problem to fix.

1. Create non-Auto saving setting for specific form, unlike to for organization.
2. Update application not to auto-Save by clicking [+new record ~~]

If there are any solution that i didn't expect, please let me know

Thank you.

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.

Is it possible to add a new attribute that will save the date when the Agent clicks on accept button (for incoming session)? I know that there is the attribute called msdyn_agentacceptedon (msdyn_ocsession entity), but the field saves the date when active conversation form is loaded, and the call between the Agent and the Customer has started (extra 4-7 seconds is added).

It is extremely important for our customer to save the exact moment when Agent accepts the session = clicks on Accept button. This date would show how quickly Agent accepts incoming session.

Actually, the field msdyn_agentacceptedon does not show the exact time when Agent accepted the session. There is strong need to have extra date for the session entity.

CRM internal header is containing period as below which is not following the HTTP header standard

"mscrm.returnnotifications"="true"

HTTP Headers defined by RFC2616, RFC2822, RFC7230 advise against the use of non-standard characters such as the period below:

Sec-Fetch-Site – Acceptable HTTP header delimiter usage ‘-‘.

accept – Acceptable HTTP header non-delimiter usage.

We should fix this one (maybe replace the period by hyphen for internal CRM header)

The Timeline is set up to display activities, which means only a limited selection of tables can be shown.

For custom tables, it is possible to display them in the Timeline by configuring them as activities.

More information on how to display a custom table in a Timeline can be found in the official documentation here: https://learn.microsoft.com/en-us/power-apps/maker/model-driven-apps/set-up-timeline-control#add-the-timeline-component-to-a-form

However, I've encountered a limitation that I find could significantly enhance the utility of the Timeline feature if addressed. Currently, there is no method to display information from entities such as Opportunities, Cases, on the Timeline.

Incorporating the ability to display such entities would greatly improve the convenience and informational value of the Timeline.

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.