Dynamics 365 Customer Service

It should be possible to delete a single entry from a recurring series in the work hour calendar.

There should be more felxibility when creating a a recurring series in a work hour calendar, there should be options similar to Outlook:

• "Every X weeks"
• "Monthly - First x-day of the month"
• "Monthly - xth day of the month"

Hello Team,

We want to create an idea to remove the legacy app from D 365.

Please assist.

It would be helpful to be able to answer incoming chats on the Customer Service Workspace through a mobile device.

Hello,

The whatsapp channel should present the option to make calls to the customer or send voice messages. Currently it only allows you to send messages.

Thank you so much.

As a WhatsApp agent I would like to use a quick reply with an attachment.

This would help us to answer questions in a more efficiënt way.

Wish there is an option to future include microphone speech auto-detect language capture and easily dynamic convert to text translation in the event end user or operator may not have multiple language skills and/or if customer may have a foreign language (e.g. japanese, russian, thai, vietnamese, chinesse, spanish, french...)

Not featuring customer voice speech voice capture recognition, user may not easily identify customer name easy search, or may not easily identify business activity, transaction or action. (at point of credit card or refund payments, customer service, or other).

REMARK: This item may duplicated and/or concurrent from customer service.

Large email isn't proper render in the timeline, which cause annoying user interface when working with.

Please determine a way to improve the system so that the large email is also rendered properly.

When a case correspondence includes links, sometimes the linked text loses it link when it is re-arranged by the Generative AI during "Propose New Knowledge".

For example, the answer to the customer may have included something like "click here to download the software update", hyperlinked, but the GenAI removes the hyperlinks but still includes that text. I have a specific example of this happening in our production environment but I cannot share it.

Search Insights is limited to supplying Search Terms, user behavior, and relevance ranking for only the Knowledge Search component. Dataverse search is much more 'modern' yet the interaction with Dataverse/Global search at the top of the screen in D365 is not logged anywhere. This seems like a huge gap that should have been accounted for before deploying the feature. It is critical to be able to see what users search for and the detail of the results. Overall, there is limited transparency into how search results appear in a list by user. We know 5 people can search the same term yet get a different order of results. The details on how that order is provided needs to be documented as it is for other (knowledge) search platforms.

TLDR: Implement logging of Dataverse Search with at least the same metadata/analytics provided using the Knowledge Search component.