Dynamics 365 Customer Service

Our agents start their day by examining what customer support requests that have arrived during evening and night. It would be very beneficial if they could start their CSW experience from the Inbox view.

It is in my opinion all you need to get started.

Br

Niclas

Currently the email is automatically send when clicking STRG+Enter in an email.

However, sometimes it happened that the shortcut was pressed unintentionally.

In Outlook (the old version) there is a popup that asks if someone wants to use this feature or not. It would be helpful if something similar appears in Dynamics as well.

If this is not possible, create an option to deactivate this feature.

We are looking for this feature in order to provide the Agents the Ability to transfer a call without staying on the line waiting for the other side to pick-up. This is a Basic feature that other solutions have had for years and is a major deficiency in the current system.

We are looking for this feature in order to provide the Agents the Ability to transfer a call without staying on the line waiting for the other side to pick-up. This is a Basic feature that other solutions have.

Background: Currently, reports in PPAC require manual selection of time intervals before downloading. Due to business analysis and environmental health monitoring needs, specific monitoring of the usage of active users in the environment is required. Manually downloading hourly reports for final summary analysis is inefficient.

Suggestion: We hope to open an API interface to automatically obtain reports within the required time.

The goal is to be able to do the same in LCW => something like:

adaptivecard sent by PVA :

{

  "type": "AdaptiveCard",

  "version": "1.0",

  "actions": [

   {

    "type": "Action.Submit",

    "id": "clickMe",

    "title": "Click me!"

   }

  ]

}

On website client side with LCW 2.0:

window.addEventListener("lcw:onExecuteAction ", function (action) {

})

The goal if this feature is to be able to send an event (like invisible message with payload) from agent during chat conversation.

This event should be catch with addEventListener browser Javacript command and get object as parameter like:

window.addEventListener("lcw:onReceivedEvent", function (event) {...})

with event = { type : "eventName", payload : json object }

With this feature. it will be possible to extend client side capability to call website API for instance.

One of my customer want to deploy LCW in there eCommerce website and allow CSR to add product of website in customer cart.

.

In order to get a better overview in the Timeline control, it would be helpful to be able to configure the Timeline to collapse email conversation threads similar to how it is done in Outlook.

I.e. default show the latest email in the conversation, with the possibility to expand instead of showing all the emails in the thread.

Collapsed:

> {Email subject} {latest created on date}

Expanded

v {Email subject} {latest created on date}

{latest email in thread}

{... earlier emails in thread}

{first email in thread}

Instead of how it looks in timeline today when choosing to show emails as conversations

| |atest email in thread}

| ... earlier emails in thread

| first email in thread

It should be possible to delete a single entry from a recurring series in the work hour calendar.