Dynamics 365 Customer Service

It would be great if the Dynamics 365 app for outlook could be pushed to shared mailboxes. Many customer service teams use shared mailboxes to manage customer conversations and it would make sense for them to be able to create cases and track emails to cases all from that shared inbox.

When sending an Email withing a tab inside a session, I need an event to register my custom functionality on. Based on some checks, it should close the whole session as well.

The problem is, I can't register this code on the OnSave. OnSave is called when the user presses send, but if I were to close the session then, the send would not be done after the save.

The idea is to have an event handler to register code on, which triggers just before the tab is closed, but not too early to cancel the send (or what ever other action leads to closing of the tab).

Microsoft Entra ID table is missing a most common filed in the Datatverse named as 'Department'. As this is the most common field in AD, this must be a part of Entra ID table in Microsoft Dataverse

Currently, if operating hours are set by channel (instead of queue) there is no way to see how many calls have hit the channel while it was closed. This creates a huge gap in reporting. There are no records created anywhere at all in any entity (conversations etc) whenever a call is received to a closed channel and the out of operating hours message is played to a caller resulting having no visibility or metrics of calls hitting a closed channel.

As per the current application behavior, when an agent wants to transfer a call to a Teams call queue or auto attendant, the agent is able to look up either one of those contacts but unable to transfer a call to one of a Teams call queue or auto attendant. Instead they have to manually enter a number in a separate tab. It would be helpful for the agent to be able to select the contact, rather than having to manually enter this phone number to improve efficiency and effectiveness of transferring phone calls.

Currently if you assign the OOB omnichannel security roles via entra/owner teams you can open customer service workspace however none of the functionality works and you cannot accept calls etc.

It would be great if we could get this working as we have to currently manually assign the roles to each person individually rather than being able to make use of teams.

Users often need to navigate through various sections using the timeline feature on the case form, and once they open a case activity record and click the "Go Back" button from the activity form, the case form reloads on the top, causing them to lose their current scroll position. It'd be convenient for the users if the scroll bar can be retained to previous scroll position when "Go Back" button is clicked on any of the case activity form. 

The Record identification rule is configured as Fetch XML in the column "msdyn_recordidentificationrule" in table "Workstream" (msdyn_liveworkstream). As a key user, I want to configure this rule for my workstreams as part of the Customer Service Workspace Admin application.

Note:

this rule needs to be updated in case you like to concider a second phone number to identfy your inbound calls.

Users or key users can't manage the configuration of record identification rules themselves, a user interface could solve this problem.

In a workstream it is possible to set multiple languages to make sure messages are in line with the language of the customer for example provided to the workstream by a bot.

This works as expected for quite some features and seems to offer what MS states "a multilingual contact center solution" (https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-multi-language-contact-center).

But apparently the transcripting for voice calls in the workstreams also uses the primary language of the workstream. Meaning that the transcript is worthless if a customer speaks a language not set as priamry but other language in the workstream.

It should be possible that what is currently already language dependent in the workstream, is also in place for the transcription.

Would like to have the possibility to choose which environment to track email to.