Dynamics 365 Customer Service

There is currently an issue with viewing emails in the customer service workspace and customer service hub. They do not wrap the text and you need to use a bar to scroll across to view the majority of emails.

I have been informed by Microsoft Support that this is by design due to the modern text editor but this is simply unusable. Microsoft suggested logging a new idea request. However this has fully wrapped the text before the introduction of modern rich text editor.

We had perforemances issue on our Contact Center tenant, and the support asked us a to download a lot of network trace, browser task manager, laptop set up etc.

This is very hard to ask to the end user especially on user call to trigger DevTools and download everything without impacting their work.

I will recommend to develop a small tools to install on the laptop or browser of the end user that will download all these data in the background.

That would not impact the End User Work

That would provides better quality of data to MSFT support to identify the issue quicker

When an agent needs to consult/transfer to an external number they can perform a search for existing contacts or accounts to transfer the call to. It would be helpful to be able to turn off "fuzzy search" in this field as the search result become too wide and the functionality is close to useless for the agent.

Also, it would be very helpful to be able to add filters to the search to i.e. exclude contacts / accounts who do not have a phone number to transfer to from the result list.

Currently, when users are in the email entity of the customer service workspace and they select the 'write an email' feature from the productivity pane, Copilot suggests prompts for writing an email. If a user selects one of the prompts, Copilot returns an error message, as the prompts do not have any context. If the user is in the case entity and does the same steps, Copilot does not present the user with any prompts until they have opened an email record via the case timeline. At that point, Copilot has context with which to write an email, so the prompts work as intended. Microsoft have confirmed that the above accounts are all by design, in which case, from a user experience perspective, that design would benefit from being changed so that Copilot does not offer prompts on any entity, until an email record is opened.

Within workspace "Share " is an option that's present across the application. This button is useful however within Case Summary, the Share button also provides Manage Access as an option where there can be ways for users to provide individual case access (read/write/append etc). We would like for the option to be removed as any record access will be controlled by our access management approach that we have set up based on security roles. While we did try to remove this option, the impact this caused was for Case Merge to fail. Hence, we would like for a way to have this option removed without impacting case merge. This is a high priority request for us as we roll out the app in March so kindly prioritize. This was also raised with the Microsoft partner -Ramanujam Raghunathan who recommended to also submit an idea.