Dynamics 365 Customer Service

Nós conseguimos ler o nome de todas as gerencias e diretorias na organização pelo teams, mas temos que selecionar o diretor, ou o gerente para ver.

Eu gostaria de acessar essa informação hierarquica que foi customizada pela minha organização, Diretoria, Gerencia, Cordenação, em uma base de dados no DataVerse, se eu tivesse como relacionar essa informação em uma tabela, poderia colocar alguns controles de responsabilidade, dentro do meu aplicativo, pois eu selecionaria a GERÊNCIA, e não mais o nome de uma pessoa que pode: mudar de cargo, mudar de gerência ou sair da organização.

Essa informação seria de grande valia principalmente quando se trata de monitoração da aplicação, cada aplicação se reporta a uma gerencia e hoje eles escrevem isso na mão, os nomes mudam, ficam desatualizados e a equipe de suporte não encontra a gerencia correta. Se consumirmos a base direto da mesma fonte que o teams possui, poderíamos por meio da gerencia, elencar os principais responsáveis, a equipe que pertece aquela gerencia de uma forma correta ao atual nome da gerencia.

I want to be able to see connection between SLA and other records (Cloud Flows)

Ref MS2410140050000894 (within Powerplatform -

the button 'Allocate Capacity ' -

Currently shows overall capacity purchased -

can a 2nd line be added to this screen to show what capacity is actually available to use ?.

D365 Customer Service provides an attachment control to preview attachments.

I would like to see the capability to zoom into the attachment preview which is currently not possible.

Raising this idea on behalf of a customer.

When a case with an active SLA is created, this also creates a respective SLA KPI Instance. After that a flow called SLAInstanceMonitoringWarningAndExpiryFlow to check the SLA KPI Instance record once its close to expiry (in 7 days for example). If we delete the case record in the meantime, once the flow runs, it throws an error that the respective SLA KPI Instance record with ID XXXX is not present (since it was deleted with the parent case record). We would like to have a more user friendly error message, so we don't have to check each individual failure of the SLAInstanceMonitoringWarningAndExpiryFlow.

Need a config to Set " From" Field with queue Email Address based on the user Owning team when reply to customers.

When you reply to customer not every one need to send from their personal address instead we are using queue.

If there is config, when we reply to the user it sets Queue email address preset field that would be awesome.

Currently it only has preset of timing in the Total time when we add any activity or resolving case like 1,5,15,30,45... We want to add our custom choices to in that one.

Similar to client-side events like Session Switch and Session Close, it would be helpful if Microsoft could provide Tab Switch events

As confirmation from PG team, The Contact Center App is a standalone application that needs to be installed on a newly created environment. On the other hand, Customer Service – Omnichannel is an advanced version of the Contact Center. Therefore, if you already have Customer Service – Omnichannel, there is no need to install the Contact Center on the same environment. Please help publish it in the document in the future.

I hope this message finds you well.

I am writing to request support regarding a recent change in the Omnichannel conversation chat history feature. Previously, we had the option to view chat timings in the format HR:MM:SS (Hours:Minutes:Seconds). However, due to recent updates in the MS Product, we can no longer see the time in seconds.

Could you please let us know if there is any possibility to reinstate the display of seconds in the chat timings?