Dynamics 365 Customer Service

In the spirit of our commitment to excellence this year, a significant emphasis is being placed on maintaining a minimal backlog of cases. Presently, our engineers are managing backlogs averaging between 15 to 20 cases. However, there is a concerted effort to reduce this number to fewer than 10, which has become a core objective for this year.

One effective strategy to accomplish this priority is the temporary archiving of cases where we are awaiting a customer’s response, particularly in scenarios where the expected delay is due to internal processes, such as securing the necessary permissions or completing configurations on their end. In essence, if we anticipate that a customer will take a week or more to revert, especially when they are navigating internal red tape, there is little justification for these cases to remain open and contribute to an inflated backlog.

To facilitate this, I propose the introduction of a streamlined functionality within Dynamics—a temporary archival toggle. This feature would enable us to efficiently archive cases without going through the comprehensive process of case resolution, which involves detailing the issue cause and resolution. Instead, by simply toggling this option, we can momentarily archive the case and subsequently re-open it when the customer is ready to resume collaboration.

This approach will allow us to effectively manage our case backlog, ensuring that only active cases requiring our immediate attention remain open, while those in a waiting state are temporarily set aside without being resolved. The result will be a more focused and manageable workload, aligning with our overarching goal of maintaining an exceptionally low backlog throughout the year.

We are regularly facing issues with wrong amount of cases assigned to agents. It usually is caused by stuck sessions in Customer Service Workspace which are not properly closed etc.

These stuck sessions require a ticket to be cleared by Microsoft support.

Please provide the CS admins a possibility to clear stuck sessions in Customer Service Workspace.

Currently, I found that the audit history of Knowledge article will be automatically disabled after importing the solution, even though it was enabled in the source environment. I think this feature should be the same and auto-enabled after the solution import. Hope we can have this change in upcoming release!

Dear Team,

I propose adding service level performance metrics to the Omnichannel Customer Service Historical Report Dashboard. This enhancement will allow contact centers to evaluate the effectiveness of their scheduling using various workforce planning models.

Wanting to implement a contact center with one phone number but different queues (for different services), the queues having different working hours. The IVR transferring to the agents is handled by a Power Virtual Agent bot.

We wanted to broadcast a customized closing message for each queue through the customer service admin center configurations.

For the example, imagine having the queue 1 open from 7 :00 to 14 :00 and the queue 2 open from 14 :00 to 21 :00.

In this case we want to broadcast two different messages for the two queues if a customer is calling out of the working hours.

When a customer is calling the queue 1 at 15 :00 we want to broadcast something like « This service is closed at the moment, please call back between 7 :00 and 14 :00. » and if a customer is calling the queue 2 at 13 :00 we want to broadcast a different message « This service is closed now, please call back between 14 :00 and 21 :00. »

But, we can't configure different behavior for different queues within the same voice chanel :

The queues are configured in the workflow as the voice chanel do. All the customizations about the waiting behaviors, closing messages (holiday and working hours) are configured in the voice channel but not in the queues.

To make it clear : all the queues within the same voice chanel have the same waiting behavior and closing messages (holiday and working hours). It would need different phone numbers to configure different voice chanels to have different behaviors on the different queues, but this is not what we want.

Note : We are handling a part of the desired behaviors through the PVA bot but it's not an easy solution to maintain.

When Typing an Email the Font size Automatically defaults back to 9 after setting it each Day. We would like for it to stay the size it has been set to.

Currently, there is no way for agents to directly take over bot conversations. They have to configure a topic with Copilot so that it can help transfer case from bot to agents, but this is a workaround.

It would be great if this feature is implemented to help with customer's operations.

Currently, when users click on "Download" for chat transcript, the default format is HTML. However, this is not really a good format to work on for a lot of users, especially in business context. We should allow more options to download the transcript, such as PDF, DOCX or TXT.

The limit of 10 sessions within the workspace is not in line with the agents' work process, it is a limit as they would need a greater number of sessions within the workspace. It would be nice to be able to configure the number of sessions that can be opened for each environment.

It would be nice if there would be a possibility to maintain more specific working hours within the operating hours.

For example our support team will have a monthly jourfix and therefore needs a break.

This isn´t possible at the moment. The only option would be to maintain it manually.

The best solution would be an Outlook-like maintenance of recurring events.