Dynamics 365 Customer Service

Hi,

There is no possibility in Inbox view of Contact center to use advanced filter on the Voicemail view.

This create a blocking point if you work with differents Phone Number :

Example : 2 Countries (USA, France) with 2 Differents Phone Number

Because of the "Simple" filter available for the Voicemail : the voicemail of the 2 Countries are displayed in the same list.

But the France Voicemail should not be visible to USA user.

Please add the possibility to use advanced filtering for Voicemail and Conversation (same issue for both)

Currently, in the Dynamics 365 timeline, attachment preview functionality depends on the MIME type of the file. For example, if a PDF file is attached to an email, but its MIME type is incorrectly set as application/octet-stream (which sometimes happens when emails are sent from external systems), the attachment cannot be previewed, although it can be downloaded and opened correctly.

We expect the system to identify the file type based on the file extension or content when the MIME type is incorrect or generic. This will help avoid manual intervention to correct the MIME type (application/pdf, for example) using platform-level API calls or customization.

Expected improvement:

• Allow the attachment preview to function based on the actual file type, even if the MIME type is not explicitly correct.
• Improve user experience by eliminating the need for manual MIME type corrections.

Scenario tested:

1. Uploaded the same attachment in a draft email → Preview works as expected.
2. Received the same attachment from an external sender → Preview does not work because the MIME type was application/octet-stream.

Impact:

This enhancement will improve usability for customer service agents and other users working with external emails containing supported attachment types (e.g., PDF, images).

Post-migration to the CSW app in COSMIC (Microsoft D365 CRM instance), some teams are reporting frustrations on the lack of the subgrid navigation side-pane (icon looks like a checklist). While tasks such as finding an Email in a Case can still be done with the tabular model, the agents are stating that the multiple clicks to close and then open another Email in a new tab is costing them quite a bit of time.

What they are looking for is if we can re-implement the subgrid side-pane in the CSW app?

In Dynamics 365 Customer Service, when the ownership of a queue is changed from an individual user to a team, the current system design automatically adds all team members to the queue. While this may be useful in certain scenarios, it does not accommodate cases where an organization wants to assign a queue to a team without adding every team member as an explicit queue member.

At present, there is no supported configuration or option to prevent the automatic inclusion of all team members in the queue upon ownership transfer. This limits flexibility and may result in unnecessary queue membership, increased administrative burden, and potential confusion over who is responsible for items within the queue.

We propose the addition of a configurable option in D365 CE that allows administrators to choose whether team members should be automatically added as queue members when a queue’s ownership is assigned to a team.

• If enabled, the current behavior is maintained: all team members are added to the queue upon ownership change.

• If disabled, only the team itself becomes the queue owner, and individual members are not automatically added as queue members. Specific users can then be manually added as needed.

Introducing a configurable option for queue ownership behavior would significantly improve the usability and adaptability of Dynamics 365 Customer Service for organizations with diverse workflow requirements. We invite consideration of this proposal as a valuable enhancement to the platform.

Can the Resolution box at Case closure have the bug that means the Proposed Knowledge Article button always defaults to yes be fixed so that when the Default is set to No in the background it actually is No at case closure?

Hi Team,

I’m writing to report an issue we've encountered in Dynamics 365 related to hyperlink behavior in Knowledge Base articles.

Here’s what we’ve observed:

Suppose we have two articles—Article A and Article B. In Article A, we include a hyperlink to Article B. Initially, the link works as expected and opens Article B correctly.

However, when a new version of Article B is published (whether minor or major), the hyperlink in Article A continues to point to the older version of Article B instead of the latest one.

We expected the hyperlink to always direct users to the most recent published version of Article B, but that’s not happening. This behavior is causing confusion, especially in environments where articles are frequently updated.

We’d like to know if there’s any built-in functionality or configuration that allows hyperlinks to automatically resolve to the latest version of an article.

Thanks in advance for your support.

Hello Team,

we have a customer who has raised a request for the email option: Set To, cc, bcc, fields as unresolved values if multiple matches are found in Incoming Emails is specifically used for the incoming emails.

This applies for Incoming emails only, but it should also work for Outgoing emails as well because if we have multiple email address for two contacts then it maps to the first contact where in it should automatically show value as unresolved email.

Also, they are looking to have the option: "Set To, cc, bcc, fields as unresolved values if multiple matches are found in Incoming Emails is specifically used for the incoming emails" to be available for from field as well so that when they have multiple matches then it should show as unresolved.

After we migrated to Customer Service Workspace, we noticed that "Record Set Navigation" feature is removed from Case entity in CSW app, which was available in UCI or ISH apps.

Business Value:

1. Users can navigate across the records present in sub-grid with a single click, without navigation between tabs/sessions in CSW.

Please refer to the attachment for the same from UCI app.

There is currently an issue with viewing emails in the customer service workspace and customer service hub. They do not wrap the text and you need to use a bar to scroll across to view the majority of emails.

I have been informed by Microsoft Support that this is by design due to the modern text editor but this is simply unusable. Microsoft suggested logging a new idea request. However this has fully wrapped the text before the introduction of modern rich text editor.

We had perforemances issue on our Contact Center tenant, and the support asked us a to download a lot of network trace, browser task manager, laptop set up etc.

This is very hard to ask to the end user especially on user call to trigger DevTools and download everything without impacting their work.

I will recommend to develop a small tools to install on the laptop or browser of the end user that will download all these data in the background.

That would not impact the End User Work

That would provides better quality of data to MSFT support to identify the issue quicker