Dynamics 365 Customer Service

with the old plugin users could set regarding for multiple emails by selecting multiple and clicking on Set Regarding.

Is that even possible with the Dynamics 365 App for Outlook?

The Dynamics button is disabled in the emails view in Outlook and its only enabled when you open an email record.

I know how track multiple emails by using Categories, but that doesn't fit our requirements.

This is needed to more efficiently have our team track emails linked to CRM dashboards that monitor productivity. Currently, doing it manually one by one is consuming valuable work time and leading to user inaction.

Regarding MS support ticket 2405130030000210.

Please fix or alter the Knowledge Article sanitization logic to allow the ">" CSS selector. Removing this selector breaks our article formatting.

This feature is enabled (in preview) for Accounts, contacts, cases, and opportunities but for some reason, the Knowledge Article entity was left out. To provide the ability to see Artice version in a roll-up would be very useful for Knowledge Managers and Authors rather than having to use the Related article component which only has limited fields. This would provide a way to easily see all versions of the article and the changes in key fields over time. I can also see a benefit to being able to show key article metadata and roll it up by Subject or category for example where the drill down shows the articles related to a subject.

Good evening!

After several months of working with the Microsoft Support Team, we were finally made aware that the Sales Accelerator Work Assignment function does not recognize shift breaks under an hour.

Case Number: SR # 2403120040012299

For some background, we spent months building the Work Assignment to automatically assign new leads entering the system. We followed the Microsoft Learn instructions With a group of about 10 users, we built out Queues and segments for the WA tool to assign these users new leads based off filters in the segment. We wanted the system to recognize the natural breaks they had in their workday, as we have SLAs in our company we have to adhere to. We utilized the CRM Calendar to work the schedules and breaks.

After months of testing and working around, we we're notified by the Microsoft Support that this is the intended function and the way it works. It will not recognize a break shorter than 1 hour. We'd like to suggest that this be enhanced to recognize breaks shorter than an hour.

For example, if we have John Doe scheduled for a 15 min break - ideally John would not be assigned a lead via the Work Assignment because it will recognize the break. For SLA purposes, we cannot make it an hour long break.

Thank you!

Is it possible to somehow edit the view so that it shows the total amount of pages on customer service workspace? At the moment, it shows only the total amount of rows, not the total amount of pages. It would be easier to navigate, if there are more than 1 page, if the system would show like e.g. "Page 2/3"

Raising on behalf of customer: Grace Chen - Grace_CHEN@tech.gov.sg

In our org, the project team is required to conduct risk assessment before any new and major feature can be turned on. Pertaining to this particular feature, we didn’t receive any notification from message center prior to the enablement and we didn’t get opportunity to conduct risk assessment. Hence, we have to quickly turn the feature off.

The assigned engineer has shared with us the steps to turn this feature off, but we notice it’s not a “one-click” kind of step and environment system admin actually needs to perform quite a number of steps to get it done. Furthermore, we were told the same thing should also be performed for all the upcoming environments. From operation perspectives, it brings a lot of confusion and operational overheads.

Hence, we seek PG’s considerations to disable copilot for D365 from backend. 

Hello! There are two items here regarding the emailing experience on the CSW.

1. As a user of the system, when having an email pulled up in the CSW, navigating away from the tab and back to the tab, the screen blanks out the entire screen. It cannot be recovered by closing or sending the email, so the user is forced to refresh, which clears all of their previously opened tabs. The enhancement here of course, would be able to open, edit, update an email and still maintain all of your tabs (sessions) open.
2. When viewing the contents of an email from the case timeline CSW. As a user, I used to be able to click to expand the email within the timeline (not in a pop up) and view the entire message. Now that doesn’t happen anymore and only a preview of the first part of the message is displayed. Can the option for it to open on a new tab instead of just a pop-up be added?

When using the out of the box SharePoint integration between Dynamics 365 and Power Pages, the Power Pages part does not support the use of multiple SharePoint sites. In the backend Dynamics 365 this is not an issue.

For example: You have two Customers and have provided them with two different SharePoint sites to share documents. Because you are using standard SharePoint templates, you can manage all your document folders and security there. Your structure is as followed:

1. Site 1
2. Customer A: Has access to site https://www.testsite.com/acc12345/folder/
3. Site 2
4. Customer B: Has access to site https://www.testsite.com/acc98765/folder/

You then want your internal backoffice to see and manage these documents in Dynamics 365. You therefor add these URLs to each specific Account record so it shows in the Document Locations. This works as expected; Dynamics 365 supports different Sites and different Document Locations.

On your Customer Portal in Power Pages, you want these documents to also visualize. You can easily use the standard Power Pages integration with SharePoint. However, you realize that Power Pages only supports if there is a Standard Site (default = Yes), while in the related Dynamics 365 records it works as expected.

As Power Pages is a shell around the data in Dynamics 365, the use of multiple (different) SharePoint sites should also be supported. So not the folder solution:

1. Site 1
2. Customer A: Has access to site https://www.testsite.com/site123/acc12345/
3. Customer B: Has access to site https://www.testsite.com/site123/acc98765/

As an Agent finding a Knowledge Article, I would like to see the info the Knowledge Author added to the Article.

Additionally, it would be nice to filter (=facett) on this information

Hello Team,

Hope you are good!

There was an article out there on Internet that demonstrates the custom entities value can be displayed using dynamic text in email templates. Here "insightdynamics.wordpress.com/2017/01/27/email-templates-for-custom-entities-in-crm/", it was using the global templates to achieve it.

Unfortunately, for now we can no longer to create the global type of email templates because it has been not supported. If you create a global template in legacy UI, then it is not true, it will turn to user/contact/lead templates after the creation.

We do have the requirement to using dynamic text to display custom entities value in email templates. Please help us to confirm this feature, and to see if we could bring it back to the applications.

Thanks!