Dynamics 365 Customer Service

Hi team,

Would it be possible to retain text formatting (e.g., indentations, listing of items) when sending messages via chat? For example, we offer troubleshooting assistance at our company and often provide numbered steps as follows:

1) Ensure you update your drivers

2) Ensure you clear your cache

3) Ensure you uninstall outdated software

But after sending a message like above in chat, it appears like this on the other end:

1) Ensure you update your drivers 2) Ensure you clear your cache 3) Ensure you uninstall outdated software

Thanks

Within the Dynamics Omnichannel real-time analytics report, we would like to see voice conversation status that have been placed “ON HOLD” and also show the duration for the on-hold. This is for real-time reporting.

This limitation prevents us from promptly identifying and addressing any issues related to excessive agent hold times.

Currently, in Omnichannel's transcripts, actions performed by the system (such as starting or stopping recording and transcription) and the dialogue between customer and agent are displayed. However, timestamps in seconds are not visible for these events, making it difficult to track the exact timing of actions and conversations. Adding visible timestamps for each entry would greatly enhance the usability of the transcripts, allowing users to precisely analyze when specific events occurred during interactions.

Power Appsのモデル駆動型アプリ上において、現在はフォームのタブに枠線や色等をつけて判別しやすいようにする機能がありません。この機能が追加されるとユーザにとって更なる効率化、利便性につながります。

Knowledge Management teams actively update content by creating Major versions of articles when changes are needed. Users access Favorite articles for easy references and may even bookmark in their browser. We have tested and the Favorite and link share options remain static to the version when the url is copied.

We propose the default 'share a link / pin a favorite' be to resolve the latest published knowledge article. There should be an option/tooltip to 'save the current version' at the user's discretion. This is especially needed in highly regulated industries such as Healthcare.

As a call center user want to ban customer because they have bad behavior. So I need a button on communication panel in order to ban customers' IP address (guest or logged in)

Ability to turn off the confirmation email message (mailbox connection) that's sent to the mailbox owner when the mailbox is enabled in Dynamics 365

Currently, if a post call survey is initiated, the conversations' agent is changed to the Survey Bot. It would be better if the human agent persisted for better wrap up experience and reporting.

When a call such as the above is in wrap up, the normal wrap up rules for the human agent don't apply (e.g. allowing up to 1 minute for call wrap up before the next call).

• When accepting a consult session (call) as agent the presence of the consulted agent is not modified.
• As the presence remains available, calls from queues in which the agent might be present are still presented.
• This does not seem logic as normally when being in a call your status is set to DND.

We would like to see that the presence during a consult is also modified to DND or that you can configure this behavior.

In the new 9.1 UI, when in an initial e-mail sent by the client, the user is unable to easily view the entire e-mail by hovering over the description column

In the old UI, users could hover over the description column and getting a more readable preview of the e-mail. It is more condensed and much more difficult to read the preview in the current UI.

Steps to Reproduce

·      Go to Dashboards View -> Cases and Tasks available to work on (can happen in other views as well)

·      Hover the mouse over the description column on an e-mail with a description

Results

Preview of body of the e-mail can be seen, but it’s compressed and therefore difficult to read.