Dynamics 365 Customer Service

When we resolve a case(incident) from a specific case record from the ribbon button "Resolve", system resolves the case and also de-activate(Abandon) if any active BusinessProcessFlow(BPF) associated to it.

However, when we resolve the same case using CloseIncident OOB Action, just the case gets resolved, but associated BPF stays ACTIVE.

It would be nice to have the product behavior is same across 2 different ways of resolving the case.

Hello team,

At the moment, conversations which are associated with cases do not automatically close when the cases are closed, unless the associated case record is deleted, according to this document: https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/auto-close-conversation-powerapps

Please help implement the option to automatically close conversations when cases are closed.

Dear team,

Hope you are well!

We have the Queue items dropdown list that named "Queues I'm a member of", sorry, I can't upload picture here. But the problem is users won't be able to type any letter on the keyboard to search the Queue item they looked for, and the only way is to browser the dropdown list.

It is time consuming and frustrating users, we know it is also a legacy advanced find issue, but we do hope we could have this defect get fixed as it offers more efficient and convenient way for users to select Queue items.

Thanks!

One of the KPIs that we are interested on tracking is the frequency of callback requests initiated by clients. This metric serves as a way in evaluating the efficiency of our call handling processes.

As of now this is not possible to track since a callback is logged in the system like any other call

Thank you

Issue: On a new ARC(automatic record creation) conditional builder, there is no option to update 'Record to Create' value or to remove/unlink associated power automate.

Description: In a new interface for automatic record creation, system doesnot allow to update 'Action to take' block.

Steps to reproduce.

1. Create a automatic record creation rule with atleast one condition.
2. Update 'Records to create'Case. Click on Save.
3. Now the 'Records to create' is locked, there is no option to update the field. Also, there is no way to remove/unlink associated Power Automate.

Use case scenario: Customer has implemented automatic case creation with 10 conditons. Each condition has associated actions to take items. Customer wants to update 6th condition from Case creation to automatic email reply. This is not allowed without deleting the 6th condition and recreatiing a new condition.

For live chat customers who get back on live chat widget, enable them to see the chat history in the past 90 days. which will provide better customer service experience. 

Requested by Customer:

As part of customer complaint investigation, customer care agent is communicating with Internal Department/External parties through MSD case emails and need to recall sent email on below scenarios.

1. Case handler sent an email to different internal staff who is having same name.
2. Case handler has include customer in internal communication
3. Case handler has missed some content while responding to a query

The SLA instances calculate the Active Duration of an SLA associated to a Case.

The Active Duration calculation takes into account the Working Hours of the calendar associated to the SLA Item which is very important. It is however restricted to only calculate until the planned SLA expiry which makes the data partially incorrect (i.e. when the SLA was not met within the target time)

A field is needed in the Case entity that sums the Active Hours for Case resolution regardless of whether the SLA target was met or not. This will allow easy reporting and management of actual Case resolution duration.

A lesser solution would be to simply allow the SLA Instance to continue to calculate the Active Duration until the SLA success condition(s) were met. The current Active Duration when the SLA is not met is simply a copy of the SLA Item data so has no additional value.

I would like a field or a table to be added that indicates when the agent's status is changed automatically by the system or when it is the agent themselves who changes it manually.

It seems that currently the BI dashboard is fetching the locale format based on languages. However, this could cause UK customers to see the same format as the US customers, which cause confusions.

We should support the date format in the UK.