• 104

    Request to make Case Subject more user-friendly for service agents

    Suggested by Glenn Van De Locht – Needs Votes  – 2 Comments

    Request to rework the Case Subject entity to make it more user-friendly for service agents. Missing features for the current Case Subject entity: - Textual search --> being able to type in the subject lookup field (so a service agent doesn't need to drill-down the whole tree every time again) - Multi-lingual support (when you have service agents in multiple countries) - Make subject entity extendable so partners/customers can extend this logic - Make it possible to write a custom pcf control on the case subject field so partners/customers can customize the tree control to their specific needs. The same feedback can be found on several community forums.

  • 79

    KB Article links to other articles in content

    Suggested by Nathan Vorhees – Needs Votes  – 12 Comments

    Currently there is no easy / user-friendly way to add links between articles within the article content. Some sort of tag format that could link by article number or title would be excellent.


  • 75

    Timer to stop counting outside business hours

    Suggested by Oliver Rist – Needs Votes  – 5 Comments

    With the current setup of CS app, the SLA will include non-working hours when an agent starts working on a case and continue counting down. This however is pretty much confusing for the agent as the numbers you might get shown on the SLA vary. Instead what should be done, is, that the admin configures the non-working hours (just as now) and the system will take the exact SLA and simply stop the countdown in non-working hours. This way the displayed values on the cases look correct and are not confusing the agents. As well it will allow much better for reporting on the time spent on a case as you can simply take this time instead of trying to figure out what the non-working hours were. The current setup of the system is simply not at all user friendly nor is it transparent.

  • 51

    Omnichannel Agent Dashboard - keep selected filtering options

    Suggested by Verena Hirschmann – Needs Votes  – 1 Comments

    By default the open work items on the Omnichannel Agent Dashboard are sorted by "modified on" in descending order". Even if I'm selecting "in ascending order (oldest conversation first)", the sort has automatically changed to "in descending order" when I go back to the Dashboard. It should be possible to keep the selected filtering options as long as I'm not going to change them again.

  • 37

    Remove images from email signature

    Suggested by Fabio Bolis – Needs Votes  – 4 Comments

    Most of the times email contains also images inside signature; this implies that user take more time to check real attachments when working with email entity, especially when email thread consists of more iterations. In addition, each image requires uselessly data storage. The proposal is to have something that filter image signatures or a job that runs on demand and remove them based on a set of template (since signature images are always identical).

  • 36

    Recall Functionality

    Suggested by Dorothy Harmer – Needs Votes  – 2 Comments

    Suggest adding recall functionality to Dynamics to match Outlook functionality. If a user sends an email and would like to recall it, suggest adding the ability for users to complete this action.

  • 34

    Email Recall capability in D365 Customer Service

    Suggested by Charbel Abi Saad – Needs Votes  – 1 Comments

    Requested by Customer:

    As part of customer complaint investigation, customer care agent is communicating with Internal Department/External parties through MSD case emails and need to recall sent email on below scenarios.


    1. Case handler sent an email to different internal staff who is having same name.
    2. Case handler has include customer in internal communication
    3. Case handler has missed some content while responding to a query



  • 33

    Omnichannel Agent Dashboard - additional information on the conversation header

    Suggested by Verena Hirschmann – Needs Votes  – 0 Comments

    By default the conversation header of an entity record (case) shows the WQ, the work stream, the "case subjet", the date when the item was picked and the conversation "status reason". It would be nice to be able to provide more information on the header such as "case number" and "customer".
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