Dynamics 365 Customer Service

Add the ability to identify emails within the case timeline, including a read/unread status indicator—similar to the functionality available in the Inbox feature.

When calls are being connected using this method https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-teams-phone-in-voice-channel the teams service introduces an announcement "this meeting is being recorded" which plays over the IVR or agent.

We need a way to turn this off for Dynamics Voice channels

Hello,

We use automated messages in Dynamics 365 Contact Centre. We use the break functionality in the Operating Hours for adhoc closures. This currently uses the 'Out of operating hours' trigger, but we need to play a different message for if the Contact Centre is closed due to a break as otherwise it is confusing for the caller.

Please help to add APSX file to be supported in Knowledge Article that integrate from SharePoint 

• The incident involves discrepancies in user record modifications within the Dynamics CRM system. A customer reported that certain user records appeared to have been modified by real users, as indicated in the user interface. However, upon investigation, it was determined that these modifications were actually executed by application users and internal system processes, leading to confusion regarding the true source of the changes.
• User records were incorrectly displayed as modified by real users in the UI.

Requesting a feature in the Knowledge Search function that allows searching only by the subject of knowledge base articles, excluding the content of the articles.



Currently, the header card shown on Customer Details in Dynamics 365 only supports targeting the Customer ID field. It would be helpful to allow it to target other fields

When the Custom Help Pane feature is enabled in a given application/environment, this should stay enabled for the foreseeable unless it is switched off manually.

Currently when using the 'Monitor' feature on a Conversation, the customer service representative on the call is notified that their call is being monitored. Managers are requesting the ability to not alert the customer service rep on the call; and stealth monitor the conversation.

Can not translate out of the box presence statuses. When switching from English to any other language, the presences are not translated. The agent still sees the English version of the 'standard' statuses, even when the environment has been set to any other language.

In addition, hiding the standard statuses is also not possible.

The presence statuses are hard coded and cannot be changed in any way, so a solution for this would be great for a uniform environment.