Dynamics 365 Customer Service

Problem: the Duration value could be changed wrongly without any warning or control when the user type text in the Duration field by mistake (very particular scenario). Then user leaves the Form without realizing the duration was updated by the system to something different

Here 3 scenarios where I change intentionally the Duration field (initially as "2 Hours") with some text (in the middle, next to the number of hours, next to the label “hours”), and it seems this problem happens in one specific scenario

1. Duration field with text in middle --> the Duration is corrected back to 2 hours value

2. Duration field with text in next to the number of hours  --> the Duration is corrected back to 2 hours value

3. Duration field with text next to the label “hours” --> the Duration is wrongly changed to 2 minutes value

I'm aware that there is a mask feature to cover the sensitive information, however this feature is currently flawed and not as robust. e.g. if credit card numbers are not read in one go, the numbers won't be masked.

When the numbers are masked in the transcript, they won't be in the voice recording.

Please implement a better feature to cater this requirement.

Thanks

Joseph

Case

In CRM, a user creates an appointment with several contacts that have the same email address. eg husband and wife are using a generic email address

The appointment is synchronized to the agenda in outlook of the user.

Problem

When SSS synchronizes back the appointment from outlook to CRM one of the contacts will be removed from the appointment in CRM what not the purpose is

By Design Behavior

If the appointment is created with multiple attendees that have the same email address, it will sync to Exchange as a meeting with a single attendee. 

When the meeting is synchronized back to Dynamics 365, it will appear as a meeting with a single attendee as the email address is a unique identifier which is the same for all contacts. This is to avoid multiple emails/appointment invites that are sent to the same email address. 

Ask

Can we have a design change where both the attendees, regardless of having the same email address appear in Outlook & Dynamics 365?

As an agent I would like to find a correct quick reply by using a searchterm which searches for a hit in title, text or keyword.

If the searchterm is currently not in the title or text or filled with a #prefix it will not be found :(

We do not want agents to be able to mark phone calls as Spam. There should be an option for admins to be able to disable this options (hide from the phone controls).

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Within workspace "Share " is an option that's present across the application. This button is useful however within Case Summary, the Share button also provides Manage Access as an option where there can be ways for users to provide individual case access (read/write/append etc). We would like for the option to be removed as any record access will be controlled by our access management approach that we have set up based on security roles. While we did try to remove this option, the impact this caused was for Case Merge to fail. Hence, we would like for a way to have this option removed without impacting case merge. This is a high priority request for us as we roll out the app in March so kindly prioritize. This was also raised with the Microsoft partner -Ramanujam Raghunathan who recommended to also submit an idea.