Dynamics 365 Customer Service

For companies which observe the same holidays every year, a feature that enables holiday periods/days to repeat every year would be more efficient and reduce chance of missed/forgotten holiday entry.

Issue Description - In the current environments, when you've performed a search on knowledge search, scrolled down the list of articles, and you decided to perform a second search, when you search a second time, the results will not default to the top (ie to the most relevant articles), instead, the view stays where the previous search ended.

Idea Description - For the second search to refresh the view back to the top on the list of articles, not remain half way down the list.

In the Omnichannel app, it would be beneficial to revert to displaying the tabs vertically rather than horizontally. This change would enhance the overall user experience by providing better organization and clarity.

As a CRM user viewing an email in a shared queue or my activities, I need an ability to report the email as a phishing email.

There is an article of Microsoft that mentions a report phishing email adds - on: Enable the Report Message or the Report Phishing add-ins - Microsoft Defender for Office 365 | Microsoft Learn 

However, this add-on is applied only to a button on Outlook and currently CRM does not have that feature. This information is confirmed in article: How do I report a suspicious email or file to Microsoft?

When a custom dashboard is created within the customer service workspace, it permits the addition of the creation date & time and the closure date & time. However, due to wrap-up time, the closure date & time may differ from the actual chat duration. It would be beneficial to have the chat duration from the transcript available as a column in the dashboard to effectively disregard any user who enters and abandons the chat upon opening.

Can we have a dark mode for CRM? I will help minimize eye sensitivity while working.

Each SLA Item is related to "Business Hours" (Customer Service Schedule) where we can specify the Weekly Schedule.

This schedule can be related to a Holiday Schedule where we can define full non-working days.

Our idea is to add an option for half-day and specify the working hours for half days.

I imagine it as follows:

1. In the "Customer Service Schedule", if the "Holiday Schedule" field has the value "Observe" then an option to define the schedule for half-day will be visible in addition to the weekdays.
2. In the "Holiday Schedule" entity, there will be a new indication of whether it is a full day or a half-day.
3. The SLA calculation will work according to the half-day schedule if the indication shows a half-day.

On Case recently Attachments Grid Control has been added which will show all the attachments which is coming from the email activities. We are utilizing this control but if a customer sends an email with some logos, signatures even those things are being consider as an attachment and these images are rendering in the Attachments Grid Control.

Because of this behavior the user experience is not good where CSR Agents are seeing unwanted logos, signatures from the Attachments Grid Control. We have got complaints from CSR Agents since on case if the email exchanges happen vice versa from CSR Agent to customer where 100s of logos, signatures are getting shown from the Aggregated Attachments Grid Control.

Could you please enhance this Attachments Grid control to exclude email body logos, signature images in the Attachments Grid Control from the Case.

In D365, AAD users with valid licenses will be auto synced to Power Platform environment and there's no option to disable this feature except for using security group. We should have the feature to give tenant admin more ability to control the user.

We are unable to view and report on the conversation wait time for abandoned calls. This is currently not available on the conversation entity and we are unable to determine if a call was abandoned due to long wait times. Can we include the conversation wait time for abandoned calls?