Dynamics 365 Customer Service

I understand that adding an asterisk before the search word in the quick search box allows for searching in the "contains" field. However, this is not convenient for CRM users. It would be more useful if there were a way to adjust the search settings to look for words that "contain" rather than "begins with."

The routing dialog setting "Route queue item" should either apply to "Route to User/Team" as well as "Route to Queue" when routing a queue item, or there should be a separate setting where you could change the default view for routing to User/Team. As of today there is no possibility of changing the default view when routing to User/Team.

Customers often face business requirements involving large-scale data migration and batch deletion, especially when dealing with substantial datasets (e.g., 10 to 20 million records). Configuring SSIS (SQL Server Integration Services) for such purging tasks can be complex and time-consuming. To simplify this process, adding a straightforward button to clear the table would significantly streamline operations and reduce the overhead of manual configuration.

FYI - MS 2410140050000894 (within Powerplatform - the button 'Allocate Capacity ' - shows overall capacity purchased - can you include a 2nd line in the screen below to show what capacity is actually available to use ?

the 1st screen sort of sends wrong meesage - if you know what I mean because that is the total capacity purchase and not what is already used, which the below screen shows you exactly that - so we don't fall in the trap of creating a new environment where we don't have capacity to do so..

We need the ability to change the color for Status Field option set in Customer Service.

Currently, Teams phone calls can be made within custom entities, but they will not be tracked to the timeline.

It works only from predefined entities like account or incident.

We suggest, that phone tracking can be made from all entities, that have a timeline attached.

Since the output from the Copilot Studio agent is in markdown format, line breaks and indentation are lost when chatting within the Dynamics 365 Customer Service work stream.

The issue arises because Dynamics 365 Customer Service outputs the received string as-is when it contains markdown syntax.

(In demo chats with Copilot Studio, line breaks and indentation can be confirmed.)

(When the Copilot Studio agent outputs HTML code, line breaks and indentation can also be seen in Dynamics 365 Customer Service.)

Due to the significantly poor readability of the responded chat content, I propose the following:

• Improve compatibility with Copilot Studio within the Dynamics 365 Customer Service work stream so that line breaks and indentation are displayed correctly.

After working with the Microsoft Support team for a few weeks, we realized that the Customer Workspace App has a limitation when switching to another tab. More information on it below, per Microsoft Learn.

"We have determined that we have run into a specific product limitation regarding Subgrid controls and have no workaround at this time. Please note that I am committed to monitoring updates closely and will reach out if I see a solution that will work in your scenario. "

We'd like to suggest a way to retain filters on a subgrid, after switching tab or sessions.

When viewing analytic data within the contact center workspace dashboards for live chat, the timestamps have not updated with the recent daylight savings time. This was reported to Microsoft, Ticket: 2504080050002774 and after investigation, they concluded that there is no implemented automated way for system to address daylight savings and have advised to report this has a feature idea.

Thanks.

ISSUE DEFINITION

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Despite configuring the display name of the agent to show their nickname in the options, the transcript still displays their full name (see screenshots). We would like the nickname to appear instead.

REPRO STEPS

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Go to dynamics and Open Customer service workspace

Initiate the chat after following below steps.

1. Open the Agent Configuration Settings:

• Navigate to the settings where you can configure the display name of the agent.

2. Set the Display Name to Nickname:

• In the options, set the display name of the agent to show their nickname.

3. Save the Configuration:

• Save the changes made to the display name settings.

4. Initiate a Conversation:

• Start a conversation with the agent to generate a transcript.

5. Review the Transcript:

• Check the transcript of the conversation.

6. Observe the Display Name:

• Notice that the transcript displays the agent's full name instead of the nickname.

Ask:

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Expecting the transcript should display the agent's nickname as configured in the display name settings.