Dynamics 365 Customer Service

We are regularly facing issues with wrong amount of cases assigned to agents. It usually is caused by stuck sessions in Customer Service Workspace which are not properly closed etc.

These stuck sessions require a ticket to be cleared by Microsoft support.

Please provide the CS admins a possibility to clear stuck sessions in Customer Service Workspace.

We propose the ability to completely untrack email conversations.

Automatic tracking can be temporarily untracked, but tracking will start again because of the tracking association.

Our expectation is that we don't want the conversation to be tracked any more, so we would like to implement the ability to completely untrack it.

Currently, I found that the audit history of Knowledge article will be automatically disabled after importing the solution, even though it was enabled in the source environment. I think this feature should be the same and auto-enabled after the solution import. Hope we can have this change in upcoming release!

If you want to use operators during Dataverse searches, they are only supported in the same language in which you provisioned your environment.

Therefore, you cannot create an English environment and use operators for Dataverse searches in both English and Japanese.

This is because the use of operators during Dataverse searches in Japanese is not supported.

However, some users prefer to use the Dataverse searches in English, while others prefer to use it in Japanese.

Therefore, it would greatly improve convenience if Dataverse search operators could be used in all languages, regardless of the language in which the environment was provisioned.

In Outlook, you can stop messages being marked as read when viewed in the Reading Pane. We would like the ability to turn this feature off in Customer Service Workspace too.

When emails are automatically marked as read when viewed in the Reading Pane, this hinders the ability for agents to determine which emails need responding to.

We are hoping to see the following 2 features added to the product road map for the power apps mobile app-

1.When using the power apps mobile app with our corporate app/solutions, the apps listed all display the existing owner of the app. We would like to have an easy, out-of-the-box (OOB) way to hide attributes such as this from end users when they are also using the power apps mobile app as it is confusing for them. 

2.We would also like to see an easy, OOB way to visually indicate within an app what environment is being used ((dev, test, qa, prod). This could either be done via a colour scheme and/or by having some text based name attribute that could be displayed on some default mobile dashboard internally within an app/solution.

Currently, some Customer Service Calendars contain only one calendar_calendar_rules, while others have multiple rules. When all working hours are the same during the creation of a Customer Service Calendar, only one calendar_calendar_rules is generated. However, if working hours are modified and saved, the system splits them into two or more rules.

Actually, we just open and save the working hours without even modifying, it will be considered as new value and next split occurs.

Developers sometimes rely on the Calendar entity to determine working days and hours. Due to the inconsistent response format across different calendars, this has led to issues in any existing logic. The Same logic that works in one environment will throw error in another environment since the response is different unfortunately. Additionally, the "Calendar Rule" entity is totally backend we cannot use any other ways to query it.

We propose unifying the JSON response format of the Calendar entity to ensure consistency. This change is crucial as the current variation in response structure significantly impacts business processes and automation dependent on these values.

More details can be checked in Support Ticket: 2501300040008869

Issue Statement:

====================

Users have enabled a new session feature that reloads screens that were open when the browser closes. However, there is an issue with how the session feature handles newly created records.

Steps to Reproduce:

1. Open a contact record.
2. Create a new interaction (custom entity) and save the record.
3. Create a new case record and save the record.
4. Work on the case (make updates).
5. Refresh the browser (using Edge).

Observed Behavior: When the session reopens, it reloads the contact record and creates tabs for the interaction and case. Instead of reopening the case and interaction that were just created and saved, it opens them in a new state. As a result, the user sees two blank records, giving the impression that their work has been lost.

Expected Behavior: If the same steps are followed but existing Interaction and Case records are opened and then refreshed, the correct records are displayed after the refresh.

=================================================================

Steps that followed in Vanilla Environment:

=================================================================

 1. Opened an existing case record and created a new email. Added details in the email description and saved the email.

2. After refreshing, I noticed that a case tab opened along with the email record, but the content I saved was missing. It prompted me to create a new email.

3. From the timeline, I was able to open the email record and see the details I had saved in the email description.

Expected result: After browser refresh, we should be able to see the existing case tab and email record with the details that are saved

Currently, when users click on "Download" for chat transcript, the default format is HTML. However, this is not really a good format to work on for a lot of users, especially in business context. We should allow more options to download the transcript, such as PDF, DOCX or TXT.

It would be nice if there would be a possibility to maintain more specific working hours within the operating hours.

For example our support team will have a monthly jourfix and therefore needs a break.

This isn´t possible at the moment. The only option would be to maintain it manually.

The best solution would be an Outlook-like maintenance of recurring events.