Dynamics 365 Customer Service

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?

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?

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

When an Omnichannel Queue has been made inactive, it should not appear on either of these real time Dashboards anymore:

• Omnichannel Ongoing Conversation Dashboard
• Omnichannel Real time Analytics

Once a queue has been made inactive, there is no reason why it should be seen in these real time Dashboards. No real time activity will be taking place in the queues.

Having the inactive queues available on the dashboards, and within the dashboard filters is just "noise".

Please add the Queue Status into the DimQueue part of the data model AND apply a filter using this field by default for the Queue slicer to only show Active queues in the Real Time Analytics.

When Typing an Email the Font size Automatically defaults back to 9 after setting it each Day. We would like for it to stay the size it has been set to.

Dear Product Group,

we have tested the DCC Microsoft Companion App and would like to share our feedback, including some suggestions for future improvements.

Advantages:

- The Companion App always stays in the foreground, which is highly convenient for our daily workflow.

- Speaker settings are preserved between sessions.

Missing Features / Significant Limitations:

1. The app always requires an interaction by the user within the internet browser to establish a connection or to answer an incoming call. If the browser is minimized and windows/browser notifications are not configured properly, the user will not be notified about an incoming call. It the comanion app would recognize the incoming call and ring/notify the user accordingly, this would prevent missed calls.

2. If the browser crashes or is closed, the call can continue - this is good because the call can be finished. But the agent remains marked as "Busy" (red status) even after ending the call in the companion app.

3. After closing the browser, there is no way to re-access or manage the ongoing conversation from within the Companion App.

Feature Requests:

- We would highly appreciate it if the Companion App could receive incoming calls directly and allow us to accept calls without needing the browser.

- It would be very useful to be able to open and view an ongoing conversation directly from the Companion App—especially after the browser window has been closed.

- In general, we would appreciate if the Companion App could work independently from the browser for handling calls and conversations.

We hope these points support you in further developing the Companion App. Please let us know if you require any additional information or clarification.

When using related fields of a Virtual Entity (Finance and Operations) in a view, this data is not visibile in the view when using filters.

We want to be able to view related data fields from Virtual Entities in CS while also using the filters of the view.

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.

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.

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.