Dynamics 365 Customer Service

Dynamics Customer Voice utilizes a censorship mechanism for curse words, replacing them with asterisks (****) in English. While this approach works well for English-speaking users, it falls short when it comes any other language, where the linguistic nuances and severity of curse words differ significantly.

To address this limitation and ensure a more comprehensive censorship system that respects cultural sensitivities and language-specific norms, I propose the implementation of multi-language curse word censorship within Dynamics Customer Voice.

Currently, if one quick reply is added and the quick reply option is used to add another reply, the first quick reply gets erased. Agent should be able to add two or more quick replies in the conversation panel.

Currently we have "Pending Customer Response" and "Waiting for Customer Confirmation" when the customer is responsible of current key action in the case or when a solution is provided to the customer and waiting for customer confirmation on that. The status message is not changed when the customer responds back.

It would be a good idea if the case status changes automatically to Pending MSFT action or any similar status message when customer responds back with necessary information and the case is highlighted automatically in our DFM dashboard so that we know customer has responded and we need to prioritize working with customer which helps providing better customer experience and faster resolution. This helps in case we miss any email correspondence when cx responds back.

I'm having some trouble adding security roles to a solution so I can export/import from dev to test/prod environments. The process seems like it should be straight forward (Add Existing > Security > Security Role), but this only seems to work for roles within the root business unit, and any roles belonging to child business units result in the following error: "Subcomponent cannot be added to the solution because the root component Role is missing". 

It has been confirmed by Product team that this is by-design. If so, I think we should remove the option to choose security roles with non-root business unit from the beginning.

Product: D365 CRM (Property plus)

Category: Sharepoint Document

Request: Provide configuration for Opening a document with Word Online or Word Desktop App

As-is: Default to open in Word online, cannot open default by word desktop app

Reason: Word online has product issue on accept/ reject track change for a document with > 10 pages, and content cannot display correctly.

When using OnPremise 8.2, when creating an email from dynamics by copy and paste more than one email address brings up all different contacts associated to the email addresses.

Where as in Dynamics online, when creating an email, if we copy and paste more than one email address then all the email addresses are merging and shown as text instead of being picked up as different contacts like in OnPremise 8.2.

Ask:

Is there a possibility to roll back the same feature in Dynamics online organizations as this is taking too much time to copy paste each contact in the TO list or CC list incase of multiple recipients (more than 20 or 30).

Currently, if a call comes in for a customer with an open case, that case is automatically set on the conversation form. For some customers, that doesn't make sense as they'd like to create a new case for each call. Unfortunately, the custom control that displays the case can't be cleared with form load JavaScript.

Ideally, this would be configurable so that we can turn off case mapping on new phone calls if we don't want it.

Over the past few weeks, we've been closely monitoring the integration between Microsoft Dynamics 365 and Outlook, and we've identified a recurring issue that’s significantly impacting our operations.

The Problem: During Microsoft’s weekend service windows, we’ve observed disruptions in mailbox synchronization. The most critical issue is that there’s no clear indication in the user mailbox setup whether synchronization is functioning properly. This means:

Users are unaware of sync failures until it's too late. Manual intervention is required to force synchronization. Customer service queues are delayed, affecting response times and overall service quality.

This issue has affected all users and customer service queues, leading to operational inefficiencies and a degraded customer experience.

We’re calling for stronger development support and clearer diagnostics from Microsoft:

Better visibility into mailbox sync status.

Automated alerts or health checks for sync failures.

More resilient sync mechanisms during service windows.

Ticket in MS Support for reference where you can find more details: #2504071420000076

If your organization is facing similar issues or has found effective workarounds, we’d love to hear from you. Let’s collaborate and push for improvements together.

#MicrosoftDynamics #OutlookIntegration #CRM #CustomerService #TechSupport #DigitalTransformation #ServiceReliability

Currently, when we implement a custom button to launch chat and set the data-hide-chat-button attribute to true, the chat bubble does not display if a user opens a chat and then minimizes the chat panel.

We would like an easy way to show the chat bubble, but only when minimized after being launched from a “custom chat now” button. Perhaps a new attribute, data-show-chat-button-minimized, could be created for this purpose. When set to true (default setting), the chat bubble would display.

Use case: We want customers to initiate chat only from a specific page and not show the chat bubble on all site pages. By using the data-hide-chat-button attribute, we can hide the chat bubble on certain pages but still allow customers to launch chat from a custom button. When they navigate to a different page, the chat follows them. Upon minimizing, they should see the chat bubble, enabling them to reopen the active chat session from any page, in addition to the original custom button page.

Currently, there is no functionality to add borders or colors to form tabs on Power Apps model-driven apps to make them easier to distinguish. Adding this functionality will lead to greater efficiency and convenience for users.