Dynamics 365 Customer Service

Hi,

I'm not able to hide Untrack (Out of the box) option once Tracked Regarding is completed in Email Dynamics CRM, can you please help me in this.

I've come to create an idea for the Dynamics 365 (CRM) onpremise server and there is no specific category for it. That doesn't look right since even though onprem is not so popular as it once was, there are still some very large customers using it and they shouldn't be ignored.

When a task is changed to a later date, the scheduled start date also needs to be changed. Right now we're experiencing problems when using the Calendar view of activities because the tasks are shown over several days if we reschedule the task to a later date.

For us this is a great problem and we can therefore not use the Calendar view in CRM.

In today’s digital world, email communication is pivotal for both personal and professional interactions. Microsoft Outlook, a leading email client, uses OST (Offline Storage Table) files to store mailbox data offline. However, accessing OST files directly can be challenging due to various reasons such as server downtime, account deletion, or file corruption. This is where the application comes into the role. Designed to simplify the conversion process, the solution ensures that your data remains accessible and manageable by converting OST files to the more versatile PST (Personal Storage Table) format.

The Corbett OST to PST Converter is a powerful, user-friendly tool designed to convert OST files to PST format seamlessly. This conversion is crucial for accessing mailbox data when OST files become inaccessible or need to be migrated to a different system or email client. The tool is equipped with a range of features that ensure data integrity, maintain the original structure of your emails, and provide an efficient and hassle-free conversion process.

It would be great if in the classification rules you could set the owning team for the case/work item. In many cases our customers want that the owner is a team, not a customer service agent or other user.

I wanted to know if you able to give me a hand with the note to Microsoft regarding accessibility.

I'd like to submit an accessibility request so that our applications built on Microsoft D365 CRM are more inclusive. The current dynamics application relies on the Windows 11 operating system accessibility themes that do not work for everybody. The number of themes are limited and applying a Theme applies it to all applications on the device, but individual MS application often work best when a different Theme is used. This has meant that we have not been able to use the Windows 11 themes. We did find a High Contrast browser extension that works well, but that extension is unstable when using our Dynamics app. The user constantly needs to refresh for the proper grey scale Theme to apply.

Because there are no viable accessibility tools available for use with our Dynamics application, it means we are not compliant with our duty to accommodate. 

It is impossible to manage Omnichannel dashboards using D365 teams. For each new agent, we need to do specific manipulation to add the agent to the dashboards. Same issue when an agent is not anymore in the Contact Center.

The live chat service level KPI measures the percentage of chat interactions handled within a predefined threshold (i.e 60 secs). Including this KPI in the historical dashboard will align with our need for comprehensive performance analytics and support our overall business objectives.

Understanding the historical performance of our live chat service level is critical for several reasons:

1. Trend Analysis: Analyzing historical data helps us identify trends in our service levels over time. This insight is crucial for understanding patterns, improving forecasting accuracy, and making informed strategic decisions.
2. Resource Planning: Historical service level data is essential for planning resources and staffing. By understanding past performance, we can better allocate resources to ensure optimal service levels during peak times.
3.  Performance Evaluation: We need to evaluate the performance of our customer service team over different periods (e.g., daily, weekly, monthly). Historical data allows us to assess how well our team is meeting service level agreements (SLAs) and identify areas for improvement.
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5. The service level is determined by calculating the percentage of interactions answered within a predefined threshold time. Since the system already records the time taken to answer each interaction for the average speed of answer calculation, we only needs to count how many of these interactions fall within the acceptable threshold and then express this count as a percentage of the total interactions.

Right now, anyone can pick any attachment from a previous email and attach it to any email using the new Attachment Control, regardless of security role. It would be nice (and probably anyone worried about security would agree) that having these controls behind security roles would be beneficial.

Background:

With more and more production cases, we need to check the flow history in production to check the root cause of the issue.

We want to give permission to personal just for view flow logs and history cause production environment have many customer data, there will be a risk of data being modified if everyone can trigger flow directly.

Issue that we met:

I tried to set up security role and give the process table for read access, but I can trigger flow and cannot see flow history when I only have this security role.

Is it possible for this as a new feature request to Microsoft product team?