Dynamics 365 Customer Service

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.

Currently, to check if the status of Dynamics 365 Customer Service has been changed, you can only check the audit log. Since the audit log cannot filter only the status changes or export to CSV or similar formats, the addition of those features or having fields where status changes can be verified would greatly enhance usability.

In the Digital Contact Center, when using the out of the box button "New Case" on the Conversation form, a Case is created with Case Origin set to "Web" by default. Even though the Conversation Channel is "WhatsApp" for example. We now use Custom JavaScript to map the conversation channels to the correct Case Origin.

It would be great to be able to map the Channel of the Conversation to the Case Origin in the (Copilot) Customer Service Admin Center to have this feature out of the box available instead of needing custom JavaScript.

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

Current Issue:

In Microsoft Dynamics 365, the Case Priority column is currently sorted alphabetically instead of following a logical priority order. This leads to unexpected sorting results such as:

• Ascending Order: High → Low → Normal
• Descending Order: Normal → Low → High

This behavior does not align with the standard business expectation, where priority should be sorted logically as:

• Ascending Order: Low → Normal → High
• Descending Order: High → Normal → Low

Proposed Solution:

Introduce a logical sorting mechanism for the Case Priority column by implementing custom sort ordering instead of relying on default alphabetical sorting.

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.

Changing security roles requires system administrator privileges.

・Authority to change departments

・Team change authority

・Permission to change security roles

System administrator privileges are too powerful to create a security role with such limited privileges.

Being able to flexibly manage the operational privileges of security roles will improve user convenience.

Issue: Originally "Recent" and "Pinned" in the Omnichannel app were not supported and we were not sure if Microsoft wasn't planning to introduce the feature on their end. We found recently that these are now available. "Pinned" is working well but "Recent" doesn't seem to update as frequently as it works in the Customer Support app.

We wanted to understand if there’s a specific reason as to why the sub-tabs cannot be recorded in the Recent section on the left navigation panel. Although Microsoft supports multiple Anchor tabs, here at Commvault, our CRM configuration is more focused on 1 Anchor tab and sub-tabs that are opened underneath it.

Getting the sessions recorded under the Recent tab for sub-tabs opened is something that we are potentially interested in and that’s why we would like to understand if it is something that might/might not come up in future releases.

Response from the Microsoft Engineer:

"Note: Entity records opened as 'anchor tab' will be included in the list of 'Recent' in the SiteMap. Entity records opened as 'additional tab' in a session will not populate the list of recent."