Dynamics 365 Customer Service

𝒯𝑜 𝓇𝑒𝒶𝒸𝒽 𝒶 𝒽𝓊𝓂𝒶𝓃 𝒶𝓉 𝐸𝓍𝓅𝑒𝒹𝒾𝒶, 𝓎𝑜𝓊 𝒸𝒶𝓃 𝓉𝓇𝓎 𝓉𝒽𝑒 𝒻𝑜𝓁𝓁𝑜𝓌𝒾𝓃𝑔 𝓈𝓉𝑒𝓅𝓈:+𝟣-𝟪𝟢𝟤||𝟧𝟧𝟣||-𝟪𝟣𝟨𝟢.

𝒞𝒶𝓁𝓁 𝒞𝓊𝓈𝓉𝑜𝓂𝑒𝓇 𝒮𝑒𝓇𝓋𝒾𝒸𝑒: 𝒟𝒾𝒶𝓁 𝓉𝒽𝑒𝒾𝓇 𝒸𝓊𝓈𝓉𝑜𝓂𝑒𝓇 𝓈𝑒𝓇𝓋𝒾𝒸𝑒 𝓃𝓊𝓂𝒷𝑒𝓇, 𝓌𝒽𝒾𝒸𝒽 𝒾𝓈 𝓊𝓈𝓊𝒶𝓁𝓁𝓎 𝒶𝓋𝒶𝒾𝓁𝒶𝒷𝓁𝑒 𝑜𝓃 𝓉𝒽𝑒𝒾𝓇 𝓌𝑒𝒷𝓈𝒾𝓉𝑒. 𝒲𝒽𝑒𝓃 𝓅𝓇𝑜𝓂𝓅𝓉𝑒𝒹 𝒷𝓎 𝓉𝒽𝑒 𝒶𝓊𝓉𝑜𝓂𝒶𝓉𝑒𝒹 𝓈𝓎𝓈𝓉𝑒𝓂, 𝓉𝓇𝓎 𝓅𝓇𝑒𝓈𝓈𝒾𝓃𝑔 "𝟢" 𝑜𝓇 𝓈𝒶𝓎𝒾𝓃𝑔 "𝓇𝑒𝓅𝓇𝑒𝓈𝑒𝓃𝓉𝒶𝓉𝒾𝓋𝑒" 𝓉𝑜 𝒷𝑒 𝒹𝒾𝓇𝑒𝒸𝓉𝑒𝒹 𝓉𝑜 𝒶 𝒽𝓊𝓂𝒶𝓃.+𝟣-𝟪𝟢𝟤||𝟧𝟧𝟣||-𝟪𝟣𝟨𝟢.

𝒰𝓈𝑒 𝐿𝒾𝓋𝑒 𝒞𝒽𝒶𝓉: 𝒱𝒾𝓈𝒾𝓉 𝓉𝒽𝑒 𝐸𝓍𝓅𝑒𝒹𝒾𝒶 𝓌𝑒𝒷𝓈𝒾𝓉𝑒 𝑜𝓇 𝒶𝓅𝓅 𝒶𝓃𝒹 𝓁𝑜𝑜𝓀 𝒻𝑜𝓇 𝓉𝒽𝑒 𝓁𝒾𝓋𝑒 𝒸𝒽𝒶𝓉 𝒻𝑒𝒶𝓉𝓊𝓇𝑒. 𝒯𝒽𝒾𝓈 𝒸𝒶𝓃 𝓈𝑜𝓂𝑒𝓉𝒾𝓂𝑒𝓈 𝒸𝑜𝓃𝓃𝑒𝒸𝓉 𝓎𝑜𝓊 𝓌𝒾𝓉𝒽 𝒶 𝓇𝑒𝓅𝓇𝑒𝓈𝑒𝓃𝓉𝒶𝓉𝒾𝓋𝑒 𝓆𝓊𝒾𝒸𝓀𝓁𝓎.+𝟣-𝟪𝟢𝟤||𝟧𝟧𝟣||-𝟪𝟣𝟨𝟢.

𝒮𝑜𝒸𝒾𝒶𝓁 𝑀𝑒𝒹𝒾𝒶: 𝑅𝑒𝒶𝒸𝒽 𝑜𝓊𝓉 𝓉𝑜 𝐸𝓍𝓅𝑒𝒹𝒾𝒶 𝓉𝒽𝓇𝑜𝓊𝑔𝒽 𝓉𝒽𝑒𝒾𝓇 𝓈𝑜𝒸𝒾𝒶𝓁 𝓂𝑒𝒹𝒾𝒶 𝒸𝒽𝒶𝓃𝓃𝑒𝓁𝓈, 𝓁𝒾𝓀𝑒 𝒯𝓌𝒾𝓉𝓉𝑒𝓇 𝑜𝓇 𝐹𝒶𝒸𝑒𝒷𝑜𝑜𝓀. 𝒯𝒽𝑒𝓎 𝑜𝒻𝓉𝑒𝓃 𝓇𝑒𝓈𝓅𝑜𝓃𝒹 𝓆𝓊𝒾𝒸𝓀𝓁𝓎 𝓉𝑜 𝓂𝑒𝓈𝓈𝒶𝑔𝑒𝓈.+𝟣-𝟪𝟢𝟤||𝟧𝟧𝟣||-𝟪𝟣𝟨𝟢.

𝐸𝓂𝒶𝒾𝓁: 𝐼𝒻 𝓎𝑜𝓊 𝓅𝓇𝑒𝒻𝑒𝓇, 𝓎𝑜𝓊 𝒸𝒶𝓃 𝓈𝑒𝓃𝒹 𝒶𝓃 𝑒𝓂𝒶𝒾𝓁 𝒹𝑒𝓉𝒶𝒾𝓁𝒾𝓃𝑔 𝓎𝑜𝓊𝓇 𝒾𝓈𝓈𝓊𝑒, 𝒷𝓊𝓉 𝓉𝒽𝒾𝓈 𝓂𝒶𝓎 𝓉𝒶𝓀𝑒 𝓁𝑜𝓃𝑔𝑒𝓇 𝒻𝑜𝓇 𝒶 𝓇𝑒𝓈𝓅𝑜𝓃𝓈𝑒.+𝟣-𝟪𝟢𝟤||𝟧𝟧𝟣||-𝟪𝟣𝟨𝟢.

𝑀𝑜𝒷𝒾𝓁𝑒 𝒜𝓅𝓅: 𝐼𝒻 𝓎𝑜𝓊 𝒽𝒶𝓋𝑒 𝓉𝒽𝑒 𝐸𝓍𝓅𝑒𝒹𝒾𝒶 𝒶𝓅𝓅, 𝓉𝒽𝑒𝓇𝑒 𝓂𝒶𝓎 𝒷𝑒 𝑜𝓅𝓉𝒾𝑜𝓃𝓈 𝒻𝑜𝓇 𝒸𝑜𝓃𝓉𝒶𝒸𝓉𝒾𝓃𝑔 𝒸𝓊𝓈𝓉𝑜𝓂𝑒𝓇 𝓈𝓊𝓅𝓅𝑜𝓇𝓉 𝒹𝒾𝓇𝑒𝒸𝓉𝓁𝓎 𝒻𝓇𝑜𝓂 𝓉𝒽𝑒𝓇𝑒.+𝟣-𝟪𝟢𝟤||𝟧𝟧𝟣||-𝟪𝟣𝟨𝟢.

𝐼𝒻 𝓎𝑜𝓊’𝓇𝑒 𝒽𝒶𝓋𝒾𝓃𝑔 𝓉𝓇𝑜𝓊𝒷𝓁𝑒 𝓃𝒶𝓋𝒾𝑔𝒶𝓉𝒾𝓃𝑔 𝒶𝓃𝓎 𝑜𝒻 𝓉𝒽𝑒𝓈𝑒 𝑜𝓅𝓉𝒾𝑜𝓃𝓈, 𝓁𝑒𝓉 𝓂𝑒 𝓀𝓃𝑜𝓌!

Nós conseguimos ler o nome de todas as gerencias e diretorias na organização pelo teams, mas temos que selecionar o diretor, ou o gerente para ver.

Eu gostaria de acessar essa informação hierarquica que foi customizada pela minha organização, Diretoria, Gerencia, Cordenação, em uma base de dados no DataVerse, se eu tivesse como relacionar essa informação em uma tabela, poderia colocar alguns controles de responsabilidade, dentro do meu aplicativo, pois eu selecionaria a GERÊNCIA, e não mais o nome de uma pessoa que pode: mudar de cargo, mudar de gerência ou sair da organização.

Essa informação seria de grande valia principalmente quando se trata de monitoração da aplicação, cada aplicação se reporta a uma gerencia e hoje eles escrevem isso na mão, os nomes mudam, ficam desatualizados e a equipe de suporte não encontra a gerencia correta. Se consumirmos a base direto da mesma fonte que o teams possui, poderíamos por meio da gerencia, elencar os principais responsáveis, a equipe que pertece aquela gerencia de uma forma correta ao atual nome da gerencia.

I want to be able to see connection between SLA and other records (Cloud Flows)

Ref MS2410140050000894 (within Powerplatform -

the button 'Allocate Capacity ' -

Currently shows overall capacity purchased -

can a 2nd line be added to this screen to show what capacity is actually available to use ?.

D365 Customer Service provides an attachment control to preview attachments.

I would like to see the capability to zoom into the attachment preview which is currently not possible.

Raising this idea on behalf of a customer.

When a case with an active SLA is created, this also creates a respective SLA KPI Instance. After that a flow called SLAInstanceMonitoringWarningAndExpiryFlow to check the SLA KPI Instance record once its close to expiry (in 7 days for example). If we delete the case record in the meantime, once the flow runs, it throws an error that the respective SLA KPI Instance record with ID XXXX is not present (since it was deleted with the parent case record). We would like to have a more user friendly error message, so we don't have to check each individual failure of the SLAInstanceMonitoringWarningAndExpiryFlow.

Need a config to Set " From" Field with queue Email Address based on the user Owning team when reply to customers.

When you reply to customer not every one need to send from their personal address instead we are using queue.

If there is config, when we reply to the user it sets Queue email address preset field that would be awesome.

Currently it only has preset of timing in the Total time when we add any activity or resolving case like 1,5,15,30,45... We want to add our custom choices to in that one.

Similar to client-side events like Session Switch and Session Close, it would be helpful if Microsoft could provide Tab Switch events

As confirmation from PG team, The Contact Center App is a standalone application that needs to be installed on a newly created environment. On the other hand, Customer Service – Omnichannel is an advanced version of the Contact Center. Therefore, if you already have Customer Service – Omnichannel, there is no need to install the Contact Center on the same environment. Please help publish it in the document in the future.