Dynamics 365 Customer Service

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 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.

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.

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.

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.

We should implement a feature that a dynamic text can be inserted to a URL when we generate a link for an email template.

Hi team,

We'd like to request an addition of a feature to ping Sitemap navigation bar in the application instead of letting it be auto collapsed. This would help users who has larger screen with a lot of real estate and allow them to accomplish their tasks with great experience.

We hope this can be considered in future new release to enhance the user experience as there is currently no available feature yet out of the box.

Since the deprecation of the Routing Diagnostic tool, it has become crucial to introduce a new product within Azure Application Insights that maintains feature parity.

I would suggest providing demo videos that showcase the activation and usage of the product, as the current documentation is not sufficiently clear.

Additionally, I recommend improving the product's usability. It is unreasonable to expect a service agent to construct complex queries just to extract information about a conversation’s lifecycle.