Dynamics 365 Customer Service

In order to get a better overview in the Timeline control, it would be helpful to be able to configure the Timeline to collapse email conversation threads similar to how it is done in Outlook.

I.e. default show the latest email in the conversation, with the possibility to expand instead of showing all the emails in the thread.

Collapsed:

> {Email subject} {latest created on date}

Expanded

v {Email subject} {latest created on date}

{latest email in thread}

{... earlier emails in thread}

{first email in thread}

Instead of how it looks in timeline today when choosing to show emails as conversations

| |atest email in thread}

| ... earlier emails in thread

| first email in thread

Just like in Microsoft teams it would be useful for an agent to set a secondary ringer device.

If an agent leaves the desk for a moment the call is only ringing in the headphone. Would be handy to also let it ring on the computer / screen.

We are currently using base and custom presence statuses in our system. However, we have identified a need to reorder these statuses according to a custom sequence rather than the default alphabetical order.

For example, we would like to arrange the statuses in the following order:

1. Teamlead
2. Buddy-work
3. Available
4. Chat
5. Busy
6. Busy-DND
7. Away
8. Offline

Unfortunately, the system currently enforces alphabetical sorting, and base presences cannot be edited, which limits our ability to implement a custom order.

We believe that allowing custom sorting for presence statuses would greatly improve user experience. We kindly request the addition of functionality that enables the manual reordering of presence statuses.

Analytics to understand Dataverse searches submitted on the Knowledge Management Portal: Top 100 search terms, List all search terms

It takes 4-7 seconds to create the connection between agent and customer and load the Active conversation form after the Agent accepts the incoming session. I know that this is current system behaviour and understand it (a lot of actions are happening). But are there any plans to work on improving the performance?

The problem is that after accepting the session (clicking accept button by the Agent) oob measures: Time to accept (for session) and First wait time (for conversation) are still calculated. The calculation stops when Timer on the ongoing conversation form starts to count the seconds.

The other idea is to add a new attribute (the moment when Agent clicks on the Accept button - I raised another ida for that). We really need to know how quicky Agent accepts the session.

Currently, there is no functionality to know whether a record registered in the "Cases" entity has been read or unread.

Adding this functionality will improve convenience for users.

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

▼Customize Overview

There are two Entities I use.(ex. Entity_A, Emtity_B)

I made form_A by using Entity_A, also i put subgrid on form_A by using Entity_B

App sitemap has two entities.(Entity_A, Entity_B)

▼Settings

Setting for "Auto Saving for organization" to "No".

==

1. Go to Settings > Administration.
2. Choose System Settings.
3. For the Enable auto-save for all forms option, select No.

==

▼Problem

If I changed some field on form_A and i click [+ new record Entity_B] on subgrid,

there is pop-up about [delete your change ?(Yes or No)], but form_A was auto-Saved.

I asked to Microsft and they say I have to create Onsave Event for specific form.

▼Idea

The solutin that Microsoft said was forcing auto-Save to non auto-Save by using Onsave script,

so that i have some suggestions (ideas) to meke this problem to fix.

1. Create non-Auto saving setting for specific form, unlike to for organization.
2. Update application not to auto-Save by clicking [+new record ~~]

If there are any solution that i didn't expect, please let me know

Thank you.

Is it possible to add a new attribute that will save the date when the Agent clicks on accept button (for incoming session)? I know that there is the attribute called msdyn_agentacceptedon (msdyn_ocsession entity), but the field saves the date when active conversation form is loaded, and the call between the Agent and the Customer has started (extra 4-7 seconds is added).

It is extremely important for our customer to save the exact moment when Agent accepts the session = clicks on Accept button. This date would show how quickly Agent accepts incoming session.

Actually, the field msdyn_agentacceptedon does not show the exact time when Agent accepted the session. There is strong need to have extra date for the session entity.

Within a Mutli-Session App the Application Tab Template should have the possibility to have a Parameter to update the Tabs.

The Paramater should reload the Tab in the Multi-Session on save or on change of the in the Application Tab Template defined lookup of the entity record.

CRM internal header is containing period as below which is not following the HTTP header standard

"mscrm.returnnotifications"="true"

HTTP Headers defined by RFC2616, RFC2822, RFC7230 advise against the use of non-standard characters such as the period below:

Sec-Fetch-Site – Acceptable HTTP header delimiter usage ‘-‘.

accept – Acceptable HTTP header non-delimiter usage.

We should fix this one (maybe replace the period by hyphen for internal CRM header)