Dynamics 365 Customer Service

Hi all,

we've come across a situation where the team uses d365 for outlook add-in to set the regarding to an entity. If that email conversation is then forwarded to a queue to create a case, it doesn't get created because it's already associated with another entity, the ARC rule flow doesn't get triggered as it gets skipped.

Thanks,

Rodolfo

User story

As a customer service agent I expect only the application tab templates to open automatically when a lookup field can be retrieved from the source record.

Description issue:

If no lookup field can be retrieved (field still empty), then no application tab template should be shown in the session because this is causing errors. Currently dynamics still creates the tab in the session while there is no record..

When open a record where the lookup field is still empty, a session template record is still created, but when you click on it, this causes an error. " The URL "{0}" that you specified is invalid. Specify a valid URL, and try again." This type of error is totally blocking the screen when multiple errors occur from multiple sessions. As a consequence the only option is to refresh screen via Ctrl+F5

Possible solution :

Is it possible to add a kind of condition in the configuration of an application tab template in the customer service admin center so we can avoid this kind of errors. > If lookup field is still empty then don't try to open record via application tab template..

Hello,

our customer service would like to suggest the possibility to modify the inbound call pop-up layout in case of callback.

Specifically, as of now, the callback pop-up is identical to a normal inbound call. To distinguish this case, we would like to suggest the modification to a yellow button with "Initiate call", instead of the green one.

Thanks

Our users would find it very useful to have the fields Modified on and Modified by also consider changes in the timeline. We work a lot with views and dashboards and having the two fields consider all possible timeline entries as well, would be considered a real time winner. We could then i.e. sort our views by the field Modified on and would always see the most recently changed cases on the top.

.

In Timeline, can we have filter based on the Sender of the mail.

There also lots of conversations going on in timeline and want to filter the based on the From.

When someone sends one email with more than one recipient and those email addresses are assigned to different queues in CRM then create different email records in every queue so that every team can work individually on their own mail/record.

We migrated a client from Zendesk to D365 and we have 300 users on the system. The agents used to have a feature in the Zendesk which allowed them to see who is on the ticket even before they assign the ticket and this feature is available on the List of the tickets and also the when they open the ticket. The agents are used to this and its integral part of their workflow as they work on the tickets that they don’t pick the tickets if someone is already on the ticket. The agents work on self-assign mode and this is why its critical to them and this affects their efficiency on the handling of the tickets which is high importance to them as its one of their KPI.

When user use Lookup Record panel, he should be able to mark searched records as favorite to have quick access to most recently used record.

Our users complained about incoming emails are attached to resolved cases, because users are not checking closed cases, they want that an answer on a closed case should always generate a new case, which will be visible for the users.

MS Support informed us that "When a new email in-reply to an already resolved case comes into the system, a new case is not created since the email is already associated with the resolved case. Instead, the email appears in the timeline thread of the previous case whether it is resolved or not." And this cannot be controlled by "Wait for a specific amount of time after the connected case is resolved" setting on automatic record creation rules.

Our point is, that there already are a few sofisticated options related to automatic record creation (e.g. the above mentioned setting), and we don't understand, why this working mode can't be achieved when the new emails are never attached to already closed cases

We ask you to consider adding this working mode in the future.