Dynamics 365 Customer Service

Issue definition:

I am having issues with email date showing the downloaded date instead of received date when I download the emails.

For example, I received an email on 25/10/2024. A case has been generated, and in the timeline of the case, the activity (type : Email) is dated on 25/10/24.

However, few days later, I need to download several emails including this email as I have to share it with a lawyer.

(I can't simply forward this email, as I need to forward several emails form different cases)

When downloading the last email, on 1st of november (for example), the body of the email also contain 1/11/24 instead of the 25/10/24.

For the Accounts in CRM, there’s a field called 'All Integrations Name' located under the Details tab. I have created a custom view and would like to add the column 'All Integrations Name' as a text field

We got contact center and we are setting up the chat function. Would it be possible to set custom colors for the themes instead of only the the colors that are currently able to choose from?

My idea is to remove the Next button that is in the filteration of the duration in the Omnichannel historical analytics dashboard that is in the customer service workspace app, I think this next button doesn't make any sense because the dashboard has to show only the data in the past to let the supervisor see the bot performance. Also when i select next button in the filteration, all of the data are blank and this is an issue created from our QC team.

Thanks

Currently the ringtone for an Agent making an Outbound call is very quiet compared to the call volume and users need to turn their volume up to an uncomfortable level in order to hear it. This means when the customer answers the volume is excessively loud.

Adding the ability to adjust the ringtone volume as an agent/CSR level setting would be helpful, or just match the ringtone volume to the voice call default.

Currently there are 2 buttons to leave a Consult Call (as the consulted agent), but only 1 of those will notify the Primary agent that they have left the call.

If the consulted agent uses the (Red door arrow) Leave Call button on the Communication Panel instead of the Chat pane, it will not notify the Primary agent.

The explanation for this is because the consulted agent is still in the chat conversation, and has not truly left until closing their Session tab.

It would be helpful for the Primary agent to see when the consulted agent has left the voice call.

Also if the call recording is being reviewed, the message should appear on the conversation transcript (as it would be consistent with the other method of leaving a consult call).

For Queue Item views we should be able to gets results when searching on a Case Number in the Quick Find search.

The grid search relies on the columns defined in the Quick Find view of the specific entity. In Customizing if you select any Quick Find view, and click the "Add Find column", you cannot select columns coming from related fields. Therefore, even if you have added the Case Number (a related field) as a View column for the Queue Item, the Quick Find search will not work.

Currently there is no logic behind what email address field is used for deciding which Contact to associate an email with. If you have custom email column that is storing an email address, it is possible for it to be "found" as the Contact sending an email, even if that email exists in a different Contact's "emailaddress" column. It would be better if there was a documented precedence of email columns that are searched for matching that could be controlled by a system administrator. For example, I would prefer it to ALWAYS match to the Contact where the given email address exists in the "emailaddress" column, follow by "emailaddress2", "emailaddress3", then any custom email columns in the Contact table.

If you're facing issues with Comcast email, call +1-855-200-6225 for quick assistance. One of the first steps is to check your internet connection, as weak signals can cause interruptions. For immediate help, dial +1-855-200-6225 and speak with a support specialist.

𝒯𝑜 𝓇𝑒𝒶𝒸𝒽 𝒶 𝒽𝓊𝓂𝒶𝓃 𝒶𝓉 𝐸𝓍𝓅𝑒𝒹𝒾𝒶, 𝓎𝑜𝓊 𝒸𝒶𝓃 𝓉𝓇𝓎 𝓉𝒽𝑒 𝒻𝑜𝓁𝓁𝑜𝓌𝒾𝓃𝑔 𝓈𝓉𝑒𝓅𝓈:+𝟣-𝟪𝟢𝟤||𝟧𝟧𝟣||-𝟪𝟣𝟨𝟢.

𝒞𝒶𝓁𝓁 𝒞𝓊𝓈𝓉𝑜𝓂𝑒𝓇 𝒮𝑒𝓇𝓋𝒾𝒸𝑒: 𝒟𝒾𝒶𝓁 𝓉𝒽𝑒𝒾𝓇 𝒸𝓊𝓈𝓉𝑜𝓂𝑒𝓇 𝓈𝑒𝓇𝓋𝒾𝒸𝑒 𝓃𝓊𝓂𝒷𝑒𝓇, 𝓌𝒽𝒾𝒸𝒽 𝒾𝓈 𝓊𝓈𝓊𝒶𝓁𝓁𝓎 𝒶𝓋𝒶𝒾𝓁𝒶𝒷𝓁𝑒 𝑜𝓃 𝓉𝒽𝑒𝒾𝓇 𝓌𝑒𝒷𝓈𝒾𝓉𝑒. 𝒲𝒽𝑒𝓃 𝓅𝓇𝑜𝓂𝓅𝓉𝑒𝒹 𝒷𝓎 𝓉𝒽𝑒 𝒶𝓊𝓉𝑜𝓂𝒶𝓉𝑒𝒹 𝓈𝓎𝓈𝓉𝑒𝓂, 𝓉𝓇𝓎 𝓅𝓇𝑒𝓈𝓈𝒾𝓃𝑔 "𝟢" 𝑜𝓇 𝓈𝒶𝓎𝒾𝓃𝑔 "𝓇𝑒𝓅𝓇𝑒𝓈𝑒𝓃𝓉𝒶𝓉𝒾𝓋𝑒" 𝓉𝑜 𝒷𝑒 𝒹𝒾𝓇𝑒𝒸𝓉𝑒𝒹 𝓉𝑜 𝒶 𝒽𝓊𝓂𝒶𝓃.+𝟣-𝟪𝟢𝟤||𝟧𝟧𝟣||-𝟪𝟣𝟨𝟢.

𝒰𝓈𝑒 𝐿𝒾𝓋𝑒 𝒞𝒽𝒶𝓉: 𝒱𝒾𝓈𝒾𝓉 𝓉𝒽𝑒 𝐸𝓍𝓅𝑒𝒹𝒾𝒶 𝓌𝑒𝒷𝓈𝒾𝓉𝑒 𝑜𝓇 𝒶𝓅𝓅 𝒶𝓃𝒹 𝓁𝑜𝑜𝓀 𝒻𝑜𝓇 𝓉𝒽𝑒 𝓁𝒾𝓋𝑒 𝒸𝒽𝒶𝓉 𝒻𝑒𝒶𝓉𝓊𝓇𝑒. 𝒯𝒽𝒾𝓈 𝒸𝒶𝓃 𝓈𝑜𝓂𝑒𝓉𝒾𝓂𝑒𝓈 𝒸𝑜𝓃𝓃𝑒𝒸𝓉 𝓎𝑜𝓊 𝓌𝒾𝓉𝒽 𝒶 𝓇𝑒𝓅𝓇𝑒𝓈𝑒𝓃𝓉𝒶𝓉𝒾𝓋𝑒 𝓆𝓊𝒾𝒸𝓀𝓁𝓎.+𝟣-𝟪𝟢𝟤||𝟧𝟧𝟣||-𝟪𝟣𝟨𝟢.

𝒮𝑜𝒸𝒾𝒶𝓁 𝑀𝑒𝒹𝒾𝒶: 𝑅𝑒𝒶𝒸𝒽 𝑜𝓊𝓉 𝓉𝑜 𝐸𝓍𝓅𝑒𝒹𝒾𝒶 𝓉𝒽𝓇𝑜𝓊𝑔𝒽 𝓉𝒽𝑒𝒾𝓇 𝓈𝑜𝒸𝒾𝒶𝓁 𝓂𝑒𝒹𝒾𝒶 𝒸𝒽𝒶𝓃𝓃𝑒𝓁𝓈, 𝓁𝒾𝓀𝑒 𝒯𝓌𝒾𝓉𝓉𝑒𝓇 𝑜𝓇 𝐹𝒶𝒸𝑒𝒷𝑜𝑜𝓀. 𝒯𝒽𝑒𝓎 𝑜𝒻𝓉𝑒𝓃 𝓇𝑒𝓈𝓅𝑜𝓃𝒹 𝓆𝓊𝒾𝒸𝓀𝓁𝓎 𝓉𝑜 𝓂𝑒𝓈𝓈𝒶𝑔𝑒𝓈.+𝟣-𝟪𝟢𝟤||𝟧𝟧𝟣||-𝟪𝟣𝟨𝟢.

𝐸𝓂𝒶𝒾𝓁: 𝐼𝒻 𝓎𝑜𝓊 𝓅𝓇𝑒𝒻𝑒𝓇, 𝓎𝑜𝓊 𝒸𝒶𝓃 𝓈𝑒𝓃𝒹 𝒶𝓃 𝑒𝓂𝒶𝒾𝓁 𝒹𝑒𝓉𝒶𝒾𝓁𝒾𝓃𝑔 𝓎𝑜𝓊𝓇 𝒾𝓈𝓈𝓊𝑒, 𝒷𝓊𝓉 𝓉𝒽𝒾𝓈 𝓂𝒶𝓎 𝓉𝒶𝓀𝑒 𝓁𝑜𝓃𝑔𝑒𝓇 𝒻𝑜𝓇 𝒶 𝓇𝑒𝓈𝓅𝑜𝓃𝓈𝑒.+𝟣-𝟪𝟢𝟤||𝟧𝟧𝟣||-𝟪𝟣𝟨𝟢.

𝑀𝑜𝒷𝒾𝓁𝑒 𝒜𝓅𝓅: 𝐼𝒻 𝓎𝑜𝓊 𝒽𝒶𝓋𝑒 𝓉𝒽𝑒 𝐸𝓍𝓅𝑒𝒹𝒾𝒶 𝒶𝓅𝓅, 𝓉𝒽𝑒𝓇𝑒 𝓂𝒶𝓎 𝒷𝑒 𝑜𝓅𝓉𝒾𝑜𝓃𝓈 𝒻𝑜𝓇 𝒸𝑜𝓃𝓉𝒶𝒸𝓉𝒾𝓃𝑔 𝒸𝓊𝓈𝓉𝑜𝓂𝑒𝓇 𝓈𝓊𝓅𝓅𝑜𝓇𝓉 𝒹𝒾𝓇𝑒𝒸𝓉𝓁𝓎 𝒻𝓇𝑜𝓂 𝓉𝒽𝑒𝓇𝑒.+𝟣-𝟪𝟢𝟤||𝟧𝟧𝟣||-𝟪𝟣𝟨𝟢.

𝐼𝒻 𝓎𝑜𝓊’𝓇𝑒 𝒽𝒶𝓋𝒾𝓃𝑔 𝓉𝓇𝑜𝓊𝒷𝓁𝑒 𝓃𝒶𝓋𝒾𝑔𝒶𝓉𝒾𝓃𝑔 𝒶𝓃𝓎 𝑜𝒻 𝓉𝒽𝑒𝓈𝑒 𝑜𝓅𝓉𝒾𝑜𝓃𝓈, 𝓁𝑒𝓉 𝓂𝑒 𝓀𝓃𝑜𝓌!