Dynamics 365 Customer Service

Issue definition:

I am having issues with email date showing the downloaded date instead of received date when I download the emails.

For example, I received an email on 25/10/2024. A case has been generated, and in the timeline of the case, the activity (type : Email) is dated on 25/10/24.

However, few days later, I need to download several emails including this email as I have to share it with a lawyer.

(I can't simply forward this email, as I need to forward several emails form different cases)

When downloading the last email, on 1st of november (for example), the body of the email also contain 1/11/24 instead of the 25/10/24.

For the Accounts in CRM, there’s a field called 'All Integrations Name' located under the Details tab. I have created a custom view and would like to add the column 'All Integrations Name' as a text field

We got contact center and we are setting up the chat function. Would it be possible to set custom colors for the themes instead of only the the colors that are currently able to choose from?

My idea is to remove the Next button that is in the filteration of the duration in the Omnichannel historical analytics dashboard that is in the customer service workspace app, I think this next button doesn't make any sense because the dashboard has to show only the data in the past to let the supervisor see the bot performance. Also when i select next button in the filteration, all of the data are blank and this is an issue created from our QC team.

Thanks

Currently the ringtone for an Agent making an Outbound call is very quiet compared to the call volume and users need to turn their volume up to an uncomfortable level in order to hear it. This means when the customer answers the volume is excessively loud.

Adding the ability to adjust the ringtone volume as an agent/CSR level setting would be helpful, or just match the ringtone volume to the voice call default.

Currently there are 2 buttons to leave a Consult Call (as the consulted agent), but only 1 of those will notify the Primary agent that they have left the call.

If the consulted agent uses the (Red door arrow) Leave Call button on the Communication Panel instead of the Chat pane, it will not notify the Primary agent.

The explanation for this is because the consulted agent is still in the chat conversation, and has not truly left until closing their Session tab.

It would be helpful for the Primary agent to see when the consulted agent has left the voice call.

Also if the call recording is being reviewed, the message should appear on the conversation transcript (as it would be consistent with the other method of leaving a consult call).

For Queue Item views we should be able to gets results when searching on a Case Number in the Quick Find search.

The grid search relies on the columns defined in the Quick Find view of the specific entity. In Customizing if you select any Quick Find view, and click the "Add Find column", you cannot select columns coming from related fields. Therefore, even if you have added the Case Number (a related field) as a View column for the Queue Item, the Quick Find search will not work.

Currently there is no logic behind what email address field is used for deciding which Contact to associate an email with. If you have custom email column that is storing an email address, it is possible for it to be "found" as the Contact sending an email, even if that email exists in a different Contact's "emailaddress" column. It would be better if there was a documented precedence of email columns that are searched for matching that could be controlled by a system administrator. For example, I would prefer it to ALWAYS match to the Contact where the given email address exists in the "emailaddress" column, follow by "emailaddress2", "emailaddress3", then any custom email columns in the Contact table.

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We are having issues where response emails always send to a contact's email 1, even if the originating email came from a contact's email 2. This should be aligned like outlook, and the email responses should go to the correct email on the chain, even if it's a contact's email 2 or 3.