Dynamics 365 Customer Service

I would like to add a method to add a subgrid and display it after adding a form created in Dataverse on the Power Pages screen.

It would be more convenient if users could customize or hide the warning messages provided by the standard features.

Within a voice-workstream in Customer Service Workspace, you would like to set the option for "Custom time in minutes" on the Work distribution settings in seconds rather than minutes. This option only allows full minutes with a minimum of 1 whilst you want to set this to 30 seconds.

As per default functionality, block capacity for wrap up allows to select a duration to block capacity when the agent is in Wrap-up state, from 1 minute or 60 minutes. After the specified duration, the agent capacity is released, and presence is automatically reset.

If this option would allow seconds rather than minutes, it would also be possible to set the time to 30 seconds for an example. This really could save some time between finishing the conversation and picking up a new incoming call. This also saves waiting time on the callers end because the agents are more/quicker available to respond.

I would like to be able to copy and paste images directly into the chat widget (Like you do in a MS Teams chat for example). Currently the only way is via attaching it with the clipboard icon, which is ok, but copy + pasting the images in some cases would save quite a bit of time.

This would allow me to reply customers quicker in some cases and would reduce the number of clicks, as well as not having to download a file into my computer. I've asked the rest of users from our org who are also using Omnichannel and they all agree with this being a good thing to add.

Thanks!

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.

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.

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.

Currently, Dynamics 365 Customer Service allows administrators to set file size limits for attachments through a global system setting. This setting was originally designed for the email channel, where large attachments such as documents, reports, and PDFs are often required. However, with the expansion of Omnichannel for Customer Service, multiple new communication channels (including SMS and chat) now rely on the same file size configuration. This results in an inefficiency where large attachment size limits necessary for email are unnecessarily applied to SMS, which typically supports much smaller file sizes.

Proposed enhancement: Introduce a per-channel file size limit option. A channel-specific file size limit setting for attachments where administrators can define different maximum file sizes per communication channel (e.g., SMS separately from emails). Specifically for SMS, where file transmission capabilities are significantly limited by mobile carrier restrictions, the ability to configure an appropriate lower file size threshold would prevent system inefficiencies and improve the customer experience.

Key use cases:

• Organizations may allow large attachments (e.g., 10-20MB) via email for reports and documents.
• However, for SMS, the same file size limit is unnecessary, as most carriers impose strict limits (e.g., 600KB - 1MB) on attachments.
• Without channel-specific settings, SMS attempts to send files that are too large, leading to delivery failures or excessive mobile data usage.
• A configurable setting per channel would allow businesses to control and optimize file transmission based on the capabilities and best practices of each channel.

Benefits

✅ Improved Reliability – Prevent failed SMS deliveries due to oversized attachments.

✅ Better Compliance & Cost Efficiency – Avoid unnecessary mobile data consumption when sending attachments via SMS.

✅ Enhanced Admin Control – Gives organizations more granular control over their Omnichannel settings, improving operational flexibility.

✅ Seamless Customer Experience – Ensures customers receive attachments suited for each channel, avoiding frustration caused by delivery errors.

This enhancement would provide greater flexibility, prevent unnecessary errors, and align attachment handling with industry standards for each communication channel. By making file size limitations configurable per channel, D365 Customer Service will better serve organizations managing multi-channel digital interactions efficiently.

We are using Customer Voice via Omnichannel and have discovered that because the Session Templates and Notification behavior are set via the Workstream, that when we have to transfer a call to another internal department the team who receive the transfer experience the wrong call behavior.

Eg. Workstream 1 has the default Session Template and a manual answer option.

Workstream 2 has a custom Session Template and calls into this workstream auto answer.

If a Customer calls into Workstream 1 and the agent has to transfer the call to a Queue which is associated with Workstream 2, when the call is received by the Workstream 2 agent the agent expects their calls to have the Custom Session Template and auto answer.

However, because the behavior is inherited from the Workstream that the call came in from, rather than the Queue which the call is going to, the transferred call arrives with default Session Template and manual answer.

My idea is to be able to associate the Session Template and the Notification Templates for the answer behaviour to the Advanced Queue as well as/instead of the Workstream.