Dynamics 365 Customer Service

A change introduced in the version 22.4.24 means the term used as the Value in the Notes filter now automatically italicises when written in a Note on the timeline.

The solution to turn off the Rich Text Editor on Notes doesn't work as this means we can't make responses accessible to our customers.

Changing the Value would mean all previous Notes would not appear to our customers.

We would like the ability to turn off Bold and Italic auto formatting on Notes (like is possible in outlook).

When forwarding an email from a systemuser or an employee to a dedicated service email address it would be beneficial to have the possibility to get the initial email address and not the one of the forwarder.

It would be great to have a setting therefore in place.

Therefore in the Incoming Mail the Customers Mail Contact/Account would be populated in the from field of the Email.

Scenario:

Customer writes an email to an employee because he knows his email address. The employee is not working proactive on cases or maybe even does not have Dynamics access. The employee should be able to forward the customers email to the dicated support mail address. Within the e-mail Settings for the queue it should be possible to set the option to get previous mailsender. The Options of creating a case or opportunity out of the incoming mail would be great.

you can then use the convert to case/opportunity or via Automatic record creation and update rule the correct customers Mailaddress.

It would be nice to have additional questions/fields beyond the current max of 10. This would allow more customers with extra questions/fields to use the out of box pre-conversation setup, which is much faster than other types of implementations (e.g., those involving chatbots and power automate flows)

Business Scenario

We use Agent Scripts in the Customer Service Workspace app to facilitate semi-automated actions for our users. These scripts are tailored to specific business units of user groups. Therefore we use multiple Case entity session templates, each linked to the Agent Experience Profile that specifies the relevant users.

Additionally, we have implemented a custom Pick Case function over the Case entity. This functionality allows users to select multiple cases simultaneously, opening them in new tabs and assigning users to the case. But the challenge is to select the appropriate session template, which is mandatory.

We consider implementing custom configuration table that maps users or business units to their respective session templates.

However, the better solution would be to provide currently not-supported API, which would dynamically retrieve the correct session template based on userid. Function can be called, but it returns no value (undefined). Based on MS support there is no supported and documented API to retrieve the session template name programmatically.

Have an option to read aloud the name of the customer contact so that when calling we have some idea of how to pronounce it. The read aloud option via web client jumps around too much and would be nice to click a button that does it solely for the customer's name. We get cases in all regions and having this option would help tremendously.

When you click on ‘Accept’ in Dynamics 365 Sales Team Dialer, it would be ideal if this also opened the record directly. At the moment I have to click on accept and also on the referenced contact. The process is even smoother when the data record is called up directly.

Please continue addressing the known issue 4449491. This is a trending issue that affects many customers.

Please consider this as a feature request to hide the Presence notification for users who do not require an Omnichannel security role to be assigned.

Currently, the system only allows to clear the notification error if an Omnichannel agent or supervisor role is assigned.

The notification error we would like to hide is "There was an issue delivering notifications. Refreshing the browser might help resolve the issue. If this continues to exist, please have your admin contact Microsoft Support..."

Conversations can only be linked to Cases, Accounts and Knowledge Articles. We need the ability to be able to link conversations to custom tables as our environment uses a combination of custom and system tables to store data.

OK