Dynamics 365 Customer Service

*** Net Promoter Score ***

There is an obligation of financial services in UK to provide feedback through the perspective of the investor.

NT needs to provide evidence that Investors receive good service.

At the moment NT has limited investor feedback *** Net Promoter Score ***

There is an obligation of financial services in UK to provide feedback through the perspective of the investor.

NT needs to provide evidence that Investors receive good service.

At the moment NT has limited investor feedback

I have suggestion (idea) for the setting on Dynamcis 365 Costomer Service.

During the voice call whenever customer is telling sensitive data like SSN info or Credit card information data is not getting masked like it happens in the chat.

Data is not getting masked in the voice recordings as well.

There is a known issue on a few limitations when emails are received by a mailbox that is part of a DL, the following functionalities do not work as expected:

1. Case emails will not be created.

2. Corresponding case will not be reactivated.

3. Auto sharing of email will not happen, when the received email sent from the parent case. 

Can this be added to the list if not already discussed with the MSFT Engineering Team .Thanks

We have built menus and submenus that user can select when using the live chat widget. These menus are presented when user is interacting with the bot/pva only.

The challenge is that when user selects some of these menu options, it is triggering sentiment notifications to agents and supervisors even before the chat gets transferred to an agent.

We would like this to be configurable, i.e. disable/enable sentiment notifications when user is interacting with a bot/pva.

There are clients who receive a lot of emails from customers who are neither contacts, leads nor accounts in CRM. When responding to the emails, they are forced to manually resolve unknown emails by creating them in CRM which is time consuming and not really friendly with customers. The emails at time have more than 10 recipients on CC and you find agents responding to hundreds of emails per day.

My suggestion is to introduce a way which will allow auto creation of contacts or accounts and associate them to the emails. This will give clients a better experience dealing with emails from CRM.

NB: The client base increases day by day and thus the number of times new email addresses will emerge.

Hi,

When you go to "Managed Properties" on a Plug-in assembly, when you uncheck the "Allow customizations", and apply the change, an error occurs ; "An unexpected error occurred".

After contacting support, the answer is Allow customizations” managed property on plugin assembly was never supported.

Even in the classic editor (WebRefresh), if you try to do it you will get the same error.

There is a real interest in refusing customizations in production on assembly plug-ins

Regards

Jean-Pierre

Dynamics Customer Voice utilizes a censorship mechanism for curse words, replacing them with asterisks (****) in English. While this approach works well for English-speaking users, it falls short when it comes any other language, where the linguistic nuances and severity of curse words differ significantly.

To address this limitation and ensure a more comprehensive censorship system that respects cultural sensitivities and language-specific norms, I propose the implementation of multi-language curse word censorship within Dynamics Customer Voice.

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