Dynamics 365 Customer Service

Currently there is a way to change the business process for the user using the API Javascript https://learn.microsoft.com/en-us/power-apps/developer/model-driven-apps/clientapi/reference/formcontext-data-process/activeprocess/setactiveprocess. However, this requires the form to be saved and refreshed. It would be nice to be able to dynamically change the business process without having to save and refresh the form.

Current state:

The Elapsed time (min) field on the SLA KPI instances entity keeps data only for the latest Resolve SLA instance. In other words, if we change the priority of the case, that will cancel the previous SLA and create a new Resolve SLA. The pause time that was part of the canceled SLA will be 0 even though when that SLA was still active within that SLA there is a pause time as well.

The idea is the following: We want to have a Cumulated Elapsed time (min) field (which could be called Resolve SLA Pause time (min)) on the case entity that will calculate the cumulative Resolve SLA pause time from all previously inactive Resolve SLAs + the last Resolve SLA when the case becomes inactive. This time will be taken into account for calculating the Failure Time and Waring time of the current active Resolve SLA. This field should be updated each time Resolve SLA is canceled or the case becomes inactive.

Dynamics 365 Customer Service is a comprehensive solution designed to streamline customer support operations and elevate customer experiences. By providing a unified platform for managing customer interactions, this module empowers businesses to deliver exceptional service.

Key features and benefits include:

• Case Management: Efficiently create, manage, and track customer support cases.
• Knowledge Base: Centralize and organize self-service resources for customers.
• Omni-channel Engagement: Interact with customers across various channels (email, phone, chat, social media).
• Customer Insights: Gain valuable insights through analytics and reporting to identify trends and improve service.
• Agent Productivity: Equip agents with tools to quickly resolve issues and enhance customer satisfaction.

By leveraging these capabilities, organizations can improve customer satisfaction, reduce resolution times, and build stronger customer relationships.

We have to close the chat window twice after submitting the feedback which causes inconvenience. Can we please have a feature to close the chat window automatically after submitting feedback.

Our business are using Copilot feature in our dynamics CRM and they are able to copilot responce from currently knoweledge articles only and our business expecting same website as well. it will help us to our business implement this.

Hi,

Since Dynamics365 CE on-prem is our tool to manage tickets internally we need to know the expected roadmap for the product.

We need to plan the next years and budget to migrate to a newer version and be ready to adopt it in the best way.

Please could you provide your ideas and plans for this?

Thank you.

Rubén Alonso

AIRBUS - Customer Care Center Principal IT architect

As determined by a Microsoft technician, the "Status Reason Transition" of the "Order" entity cannot be modified.

This is "by design" but I believe Microsoft should allow it to be modified because it keeps everything more organized and custom entities can have their "Status Reason Transition" modified. It should be allowed on the built-in Order entity.

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It should be possible to massively update Holidays using import from Excel