Dynamics 365 Customer Service

We would like to propose an enhancement to the current overflow handling functionality in Dynamics 365 Customer Service.

Current Limitation:

At present, overflow handling supports only two actions:

1. Assign to queue anyway
2. Transfer to a different queue

While these are helpful in some scenarios, they do not fully support complex routing needs, particularly when different workstreams are used to manage cases by function, region, or product line.

Proposed Enhancement:

Introduce a third overflow handling action:

➡️ Transfer to another workstream

Use Case:

In our environment, we route and assign cases based on specific business rules configured within each workstream. When a workstream reaches capacity, we need the ability to transfer the case to another workstream, where it can be re-evaluated and routed accordingly based on that workstream's own rules and capacity model.

Benefits:

• Supports more flexible and intelligent routing
• Enables more scalable and maintainable queue management
• Aligns with real-world operational models for large support teams

We believe this addition would be a valuable improvement for many organizations with multi-region or multi-functional support structures.

We have a custom piece of code that when you create an email from a Case it uses the XRM lookupObjects that takes a field from the case (Case Type), and uses this to filter from a list of Standard Responses. Problem is it doesn't always apply this filtering on the first attempt, but if you close and reopen it works. This was entered as a known issue by the MS support Team (4878440), and was suggested to enter an idea here so others can vote it up. Hopefully, this just gets fixed without having to have people vote for it.

When an external call is in progress, the first agent, while transferring the DTMF to the consultee or the second agent, is not hearing the dialpad tone. We have identified this as a known limitation. We are requesting to add this feature in future deployments, as customers are looking for this functionality.

Lots of my customers have expressed an interest in having a drag and drop function to attach files to notes in the timeline.

This functionality is available in the email but not in notes currently.

We are experiencing significant performance issues in Dynamics 365 Customer Service Workspace when handling email activities, especially with email activities with inline attachments (such as images in signatures).

The problem is primarily caused by emails with inline attachments (such as images from signatures), which result in long load times and very often block the main thread — causing the frontend to freeze for up to 20 seconds. This behavior is more noticeable when emails contain a large number of inline images, as each one triggers repeated blocking calls during email load.

Since this behavior stems from a current platform design limitation, this idea is submitted to highlight the need for a solution — as the blocking calls significantly impact overall system performance.

When viewing analytic data within the contact center workspace dashboards for live chat, the timestamps have not updated with the recent daylight savings time. This was reported to Microsoft, Ticket: 2504080050002774 and after investigation, they concluded that there is no implemented automated way for system to address daylight savings and have advised to report this has a feature idea.

Thanks.

Currently we have the view of tasks/cases/emails etc which is a similar view to the 'Record Selector' when you have a main form opened from a view.

It'd be awesome if we could collapse the record selector part of the inbox so to have more width for the case/task/email when wanted.

Current Challenge:

We have observed that when an agent is the first to log in and becomes available in D365 after off-hours, they receive all the accumulated cases from the queue. This results in an unfair workload distribution, effectively "punishing" the first agent who logs in.

Proposed Improvement:

By configuring a capacity profile with a defined work item limit per hour, we can prevent a single agent from receiving all cases at once. This setting, when paired with a round-robin assignment approach, will help distribute cases more evenly among available agents and ensure a fairer workload balance.

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.

As part of the current design for v2 of the Rich Text Editor, there is no option for editors to open the HTML editor in full screen mode. This restricts the user's ability to edit the articles, and is a departure from the design of the HTML editor in the v1 version of the Rich Text Editor.