Dynamics 365 Customer Service

Currently in D365 Customer Admin Centre under the header "Agent Experience" Productivity -> Copilot for Questions and Emails there is an option to get the Agent experience data by checking the option listed below

Once this option is selected, it creates new rows in Copilot Interaction Table which is an Activity table and also would surface under "My Activity" view in D365 as an Open Activity.

Therefore, can I request this activity to be auto completed rather than keeping it open OR if possible do not surface it end users at all and make it accessible only to System Administrator.

I want to be able to connect to the Timeline Highlights on a Case from Power BI. Having this would give stakeholders on the case a simple and effective way of getting an overview of the cases they are interested in.

The "Resolve Case" button is showing when selecting Resolved case and Active Cases, it should only show for Active Cases in CRM

When an agent initiates a consult message or call with a supervisor, the notification header currently displays "Consult Notification from...". Many times, this can cause confusion in distinguishing the type of request. It would be helpful if the notification explicitly indicated whether it's a "Consult Call Notification from" or "Consult Message Notification from," depending on the option selected by the agent. This would make the notification clearer and more intuitive, leading to more effective handling of calls.

Currently, Dynamics 365 Customer Service allows administrators to set file size limits for attachments through a global system setting. This setting was originally designed for the email channel, where large attachments such as documents, reports, and PDFs are often required. However, with the expansion of Omnichannel for Customer Service, multiple new communication channels (including SMS and chat) now rely on the same file size configuration. This results in an inefficiency where large attachment size limits necessary for email are unnecessarily applied to SMS, which typically supports much smaller file sizes.

Proposed enhancement: Introduce a per-channel file size limit option. A channel-specific file size limit setting for attachments where administrators can define different maximum file sizes per communication channel (e.g., SMS separately from emails). Specifically for SMS, where file transmission capabilities are significantly limited by mobile carrier restrictions, the ability to configure an appropriate lower file size threshold would prevent system inefficiencies and improve the customer experience.

Key use cases:

• Organizations may allow large attachments (e.g., 10-20MB) via email for reports and documents.
• However, for SMS, the same file size limit is unnecessary, as most carriers impose strict limits (e.g., 600KB - 1MB) on attachments.
• Without channel-specific settings, SMS attempts to send files that are too large, leading to delivery failures or excessive mobile data usage.
• A configurable setting per channel would allow businesses to control and optimize file transmission based on the capabilities and best practices of each channel.

Benefits

✅ Improved Reliability – Prevent failed SMS deliveries due to oversized attachments.

✅ Better Compliance & Cost Efficiency – Avoid unnecessary mobile data consumption when sending attachments via SMS.

✅ Enhanced Admin Control – Gives organizations more granular control over their Omnichannel settings, improving operational flexibility.

✅ Seamless Customer Experience – Ensures customers receive attachments suited for each channel, avoiding frustration caused by delivery errors.

This enhancement would provide greater flexibility, prevent unnecessary errors, and align attachment handling with industry standards for each communication channel. By making file size limitations configurable per channel, D365 Customer Service will better serve organizations managing multi-channel digital interactions efficiently.

Title: Unable to disable default notifications for incoming SMS in Omnichannel.

Summary: Issue was reported in support case – 2412200010000949, where customer requested an option to disable default notification setting in Omnichannel for SMS while they still allow custom notifications. 

Business use case: We have an SMS field in contact and if Text opt in is marked as No then it should consider it as opted out from receiving SMS then we should not allow an agent to send messages to customers. To achieve this, we built a custom notification as default notification is letting user to reply from the notification panel itself. But we do not have an option to stop default notification due to which users are getting duplicate notifications.

Business impact from customer:

There is currently no way to customize the default template and remove the ‘View’ action which opens the conversation panel. In addition, there is also no way to prevent SMS messages from being sent from the Conversation Panel once opened based on any type of Federal or State DNC logic via fields, plugins, workflows, or service calls. Therefore, the user who can find a way to open the conversation panel with the default notification for a contact that has opted out is now illegally communicating with that record.

I don’t see why Microsoft would like to maintain this behavior or not accommodate this either by enabling customization of the Notification template or allowing the customization of ‘Send’ button on Conversation Panel (or any stop mechanism).

Our carrier does stop messages, however, but other carriers do not. The user experience is just frustrating with duplicate notifications and reactive failures for outgoing messages if they choose to click the Action in your default notification.

Possible mitigations: Currently, customer is working around it through workflow, but it works asynchronously. To make it synchronous, MS product team suggested creating a post-operation plugin to delete notifications based on their title, as workflows are asynchronous and do not provide the necessary control. 

Ask to Microsoft:

1. Why is product restricting to use the Default notifications? Is it possible to allow customers create custom notifications by disabling Default notifications?
2. Why there is no option to Allow/Do not allow SMS fields like we have for Phone call/Email/Bulk email?
3. Do Contact center application respect these flags set in a contact? Example: If a contact has Do not allow Phone call, then will omnichannel consider the contact as opted out for phone communications and stop an agent from making a phone call? If yes, can we have similar logic implemented by adding a flag for SMS. 

Title: Unable to disable default notifications for incoming SMS in Omnichannel.

Summary: Issue was reported in support case – 2412200010000949, where customer requested an option to disable default notification setting in Omnichannel for SMS while they still allow custom notifications. 

Business use case: We have an SMS field in contact and if Text opt in is marked as No then it should consider it as opted out from receiving SMS then we should not allow an agent to send messages to customers. To achieve this, we built a custom notification as default notification is letting user to reply from the notification panel itself. But we do not have an option to stop default notification due to which users are getting duplicate notifications.

Business impact from customer:

There is currently no way to customize the default template and remove the ‘View’ action which opens the conversation panel. In addition, there is also no way to prevent SMS messages from being sent from the Conversation Panel once opened based on any type of Federal or State DNC logic via fields, plugins, workflows, or service calls. Therefore, the user who can find a way to open the conversation panel with the default notification for a contact that has opted out is now illegally communicating with that record.

I don’t see why Microsoft would like to maintain this behavior or not accommodate this either by enabling customization of the Notification template or allowing the customization of ‘Send’ button on Conversation Panel (or any stop mechanism).

Our carrier does stop messages, however, but other carriers do not. The user experience is just frustrating with duplicate notifications and reactive failures for outgoing messages if they choose to click the Action in your default notification.

Possible mitigations: Currently, customer is working around it through workflow, but it works asynchronously. To make it synchronous, MS product team suggested creating a post-operation plugin to delete notifications based on their title, as workflows are asynchronous and do not provide the necessary control. 

Ask to Microsoft:

1. Why is product restricting to use the Default notifications? Is it possible to allow customers create custom notifications by disabling Default notifications?
2. Why there is no option to Allow/Do not allow SMS fields like we have for Phone call/Email/Bulk email?
3. Do Contact center application respect these flags set in a contact? Example: If a contact has Do not allow Phone call, then will omnichannel consider the contact as opted out for phone communications and stop an agent from making a phone call? If yes, can we have similar logic implemented by adding a flag for SMS. 

I am writing to bring to your attention a performance issue we have been experiencing in the Customer Service workspace. Currently, every time we switch between tabs, the entire page reloads. This design results in the current input records being saved as cache memory, which consumes a significant amount of memory and leads to system slowdowns and lagging.

To address this issue, I propose the following enhancement:

Proposal: User-Controlled Tab Reloading

Objective: To improve the performance and user experience of the Customer Service workspace by allowing users to control whether tabs are reloaded when switching between them.

Benefits:

1. Reduced Memory Consumption: By preventing unnecessary page reloads, we can significantly reduce memory usage, leading to a more efficient system.
2. Improved Performance: Users will experience faster response times and reduced lag, enhancing overall productivity.
3. Enhanced User Experience: Providing users with control over tab reloading will allow them to work more efficiently and with fewer interruptions.

Implementation:

1. User Preference Setting: Introduce a setting in the user preferences that allows users to enable or disable tab reloading.
2. Conditional Reloading: Implement logic to conditionally reload tabs based on the user's preference. If tab reloading is disabled, the system should retain the current state of the tab without reloading the entire page.
3. Performance Monitoring: Continuously monitor the performance impact of this change and gather user feedback to ensure the enhancement meets the desired objectives.

I believe this enhancement will greatly improve the efficiency and user experience of the Customer Service workspace. I look forward to discussing this proposal further and exploring its potential implementation.

Thank you for considering this suggestion.

When an Email is received and the To contains both a User and a Queue Mailbox, the system by default uses the Users mailbox to handle the Email.

When D365 is used for Sales and Customer Service, the company will usually create Queues associated to Mailboxes to handle customer enquiries including Purchase Orders to the company. The Users mailboxes will be used by Sales personnel to track their emails into D365 for Contacts in D365.

The members of the Queue will handle the Cases created by the ARC rules associated to the Queue to fulfill the customers requests.

When the Email from the customer contains an email address for a User Mailbox, such as a sales person, and a Queue Mailbox for Customer Service, the default system behavior is to connect the incoming Email to the User Mailbox. The Customer Service queue members are therefore unaware that there is a customer Email with a request for action.

The Mailbox priority would be better to be configurable to that companies that use D365 for multiple purposes can ensure that Emails are routed first and foremost to the Queue Mailboxes.

There are too many sales user mailboxes to configure rules on each of them to prevent Emails being taken by the User Mailbox in this scenario.

It is not possible to have the same Email creating multiple Cases as some customers email multiple Queues with one request, which should only be actioned by one team, as it would lead to duplicate effort for a single request.

In the old D365 interface, the editor for Knowledge Articles included designer, HTML, and preview buttons. However, these buttons are not visible in the New Look of the interface. I would like to request that these buttons be enabled again in the new look.