Dynamics 365 Customer Service

Ask : When exporting data to excel user wish to see records in lookup data type field.

Is this possible to filter records in lookup data type field when exporting data to excel

Hi all,

since the evolution of the image format, whatsapp chat do not allow send/receive newly created image format while chatting with customer. One example is the .webp image format.

WhatsApp itself manage this image format, but dynamics do not manage it.

We ask to add this file format and new ones.

Calls are currently disconnected after two hours (as explained on Microsoft docs). It would be useful to have this configurable, or at least have the ability for it to be increased upon request.

The ability to pin documents and tasks etc to the top of the Timeline was added to Online in 2023 Release Wave 2, but there are no plans to include this functionality in On-Prem installations. It would be good if this could be added there too.

We would like to have the option to have a different voicemail greeting depending on business hours. Currently the system does not allow for this and is a really big limitation in the functionality of product.

1. Browse to the Power Platform admin center and sign in using administrator credentials.
2. Go to Environments > [select an environment] > Settings > expand Audit and logs > Entity and Field Audit Settings.
3. Under Components, expand Entities.
4. Select the entity for which you want to enable or disable auditing.
5. To start auditing, on the General tab, in the Data Services section, select the Auditing check box to enable auditing.

6. Select Save.

7. Publish the customization. To publish for a single entity, choose the entity, such as Account, and then select Publish on the toolbar.

Audit history should be shown for OOB notes entity

On a queue / workstream a wrap up timer can be configured. But when transferring a call to a colleague you immediately return to the available state and will receive a next call.

It would be better to be able to disable/enabled the wrap up also when transferring calls. It is not always the case that when transferring you don't have to perform "work" as agent to finish first.

Hello,

Prior to updating the template selector to the enhanced version, our team noted that they were able to proceed from template selector launch to template selection strictly using their keyboard (tabbing, then enter). With the new editor, it seems a mouse is required to select a template to begin, followed by tabbing later. Would be nice to have the ability to tab at the start of template selection once again. Thank you.

As a result of updates related to Dynamics Wave 2, in the "Email Message" to "Case" conversion dialog, the tree menu for case subject selection is not displayed correctly.

In fact, it is not possible to display some items, partially or completely.

One possible modification we suggest for this problem is to increase the width of the dialog, this will allow the subject selection menu to show up correctly

Currently the email is automatically send when clicking STRG+Enter in an email.

However, sometimes it happened that the shortcut was pressed unintentionally.

In Outlook (the old version) there is a popup that asks if someone wants to use this feature or not. It would be helpful if something similar appears in Dynamics as well.

If this is not possible, create an option to deactivate this feature.