Dynamics 365 Customer Service

We would like to propose a setting or standard feature that returns an Agent to their Previous Presence Status instead of setting them back to Available.

Current Scenario: When an Agent finishes an outbound call or a consult or take an inbound call and closes the main Session, the system ignores their previous Presence Status and sets the Agent as immediately Available.

Problem Statement: This is a large issue as we have set up our call center to automatically answer calls and we have a large volume of calls coming in. When this happens, the person immediately gets calls assigned to them and may have been in a Busy or Meeting Status that blocks incoming calls.

Suggested Feature: We are suggesting a choice or toggle on the User Record to decide what to do upon Session Close. Two Choices "Return to Available" or "Return to Previous Presence". **Note** There is already a "Default Presence" which logs the user on in a nominated Presence Status. We are proposing the field be on the User Record, Omnichannel Tab.

Currently, the ability to export a unified view from multiple screens has not been implemented. Implementing the feature to export a unified view directly within model-driven apps would greatly enhance user convenience.

Currently, the ability to export the unified view has not been implemented. In model-driven apps, exporting is performed as a single operation that requires the use of tools like Power Automate. Therefore, introducing this feature would greatly enhance user convenience.

In the Digital Contact Center, when using the out of the box button "New Case" on the Conversation form, a Case is created with Case Origin set to "Web" by default. Even though the Conversation Channel is "WhatsApp" for example. We now use Custom JavaScript to map the conversation channels to the correct Case Origin.

It would be great to be able to map the Channel of the Conversation to the Case Origin in the (Copilot) Customer Service Admin Center to have this feature out of the box available instead of needing custom JavaScript.

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Hello,

Users may click into an email to preview it's contents, prior to queue item picking. It would be nice to have the ability to pick an email queue item while already viewing the email, to remove the step of having to go back to the queue view to simply pick, and return to the email.

Perhaps having the 'Pick' button appear in the email ribbon bar if an associated queue item exists. Thanks.

Currently, there is no supported way to hide or remove the "Open Dashboard" ribbon button in model-driven apps, even when customizing the command bar via modern or classic approaches. This limits customization and user experience. Please provide support for hiding or disabling this button via ribbon customization or security roles.

In Copilot for Service, there’s currently a disconnect between the different knowledge-grounding experiences used in the 'ask a question' and 'draft an email' features:

• When using internal knowledge base articles (from Dynamics 365), these are available in both features.
• When adding a trusted website via the Copilot Service admin center, this is only accessible when drafting emails – not when using 'ask a question'
• Conversely, if I configure a Copilot Studio model with that website as a knowledge source in the Knowledge Hub, then the website becomes accessible in 'ask a question' — but no longer works for generating replies via the email composer.

This creates two separate knowledge source configurations for two different Copilot experiences (although in the same Copilot model) in the same application, which is confusing for end-users and inefficient for administrators.

Please unify the knowledge grounding mechanism between the 'ask a question' and 'draft an email' features so that KB articles and trusted websites can be used across both features. This would drastically improve usability and reduce redundant content maintenance across two tools.

We are actively using Microsoft Customer Voice to collect post-interaction feedback from our customers. While the responses are correctly displayed within the Customer Voice portal, the "Export to Excel" functionality is not providing usable data.

Currently, when we export responses, the output displays field labels instead of actual values. For example, instead of seeing a customer’s first name or email address, the exported file shows placeholders like “FirstName” or “EmailAddress”. This makes the exported data ineffective for reporting, analysis, or business decision-making.

We contacted Microsoft Support, and they suggested exploring Copilot-based reports. However, upon creating a support ticket, we were informed that the Copilot reporting functionality is still in preview and not fully developed or supported.

We request Microsoft to enhance the Customer Voice export feature by ensuring that actual response values are exported rather than labels or tokens. This improvement would greatly increase the practical value of exported feedback, enabling organizations like ours to analyze customer insights effectively and take data-driven actions.

Currently, when a field is deleted from an environment, the system appropriately checks for dependencies, including system views (savedquery). However, it appears that personal views (userquery) are not being accounted for in the same manner.

When a field that is referenced in a personal view is deleted, the system does not handle this scenario gracefully. To improve the user experience and maintain data integrity, I recommend the following enhancements:

1. Error Notification: Implement a feature that triggers an error dialog box when a user attempts to access or utilize a personal view containing a deleted column. The dialog box should clearly state that the specified column no longer exists in the entity, providing users with immediate feedback on the issue.
2. Automated Cleanup: Develop a mechanism to automatically update the fetchXml in the userquery entity. This process should detect and remove instances of the deleted column, thereby preventing the creation of 'zombie' columns that no longer have valid references. This will help in maintaining the accuracy of personal views and reduce manual intervention.