Dynamics 365 Customer Service

Currently, to check if the status of Dynamics 365 Customer Service has been changed, you can only check the audit log. Since the audit log cannot filter only the status changes or export to CSV or similar formats, the addition of those features or having fields where status changes can be verified would greatly enhance usability.

Currently, the ability to export a unified view from multiple screens has not been implemented. Implementing the feature to export a unified view directly within model-driven apps would greatly enhance user convenience.

Some Customer service calendar Calendars have only one "calendar_calendar_rules" and some record have multiple "calendar_calendar_rules". If all working hours are the same when creating the Customer service calendar, then there will only be one “calendar_calendar_rules”. Now if we modify the working hours and save it, then it will be divided into two or more. Developers are using Calendar entity in some plugin logics to identify the Working days and hours. Since responses varies now for different Calendars, we are encountering issues with the current logic.  In addition, the "calendar rule" entity is a special entity that cannot manipulate records through API. Please unify the Json format of calendar entity, otherwise this will have a huge impact on Business

On the Omnichannel Historical Analytics dashboard, there are several metrics for minutes and seconds that show in a format that is not immediately usable.

For example. Average Session Time (min) might show as 3.5 when it means 3 minutes and 30 seconds. So the user has to do the calculation to work out what the .5 of a minute means.

The suggestion is to change the format of the minute metrics on the Omnichannel Historical Analytics Dashboard so that they are formatted as 00:03.30 

This would save the user from initially thinking that 3.5 means 3 minutes and 50 seconds (but then they spot that some of the metrics show 3.9 and they realise that 3 minutes and 90 sections is not a thing!) and then having to do the calculation to work out what .9 of a minute is to know the correct seconds.

Hi!

I suggest that in Customer Service the Cases table spacing would be edited to looking ideal. Now after the rows there are empty space that disturbs the case management. The higher the table the bigger the empty space.

BR

Noora

Dynamics 365 Customer Service doesn't allow you to queue email addresses for users who don't exist.

With the implementation of this function, the scope of more flexible system construction and the creation of automation rules will be expanded.

Expect the implementation of this feature.

At present, we have confirmed that the following warnings can be hidden by setting "Sync knowledge article attachments to portal".

However, it would be more convenient if the above warnings could be hidden manually by the user.

----- Warning -----

"To search knowledge article attachments on the portal, use the attachments feature in the knowledge article editor instead of adding attachments to the notes section.

If [Sync knowledge article attachments to portal] is enabled, knowledge article attachments are automatically synced with note attachments here.

For more information, see https://go.microsoft.com/fwlink/p/?linkid=2172080."

----- End ----

The following tables does not expose the fields

Fields :

1. CreatedOn
2. CreatedBy
3. ModifiedOn
4. ModifiedBy 

Tables :

1. attribute
2. attributeimageconfig    
3. canvasapp          
4. entity            
5. entityimageconfig     
6. entitykey          
7. entityrelationship     
8. optionset          
9. ribboncustomization
10. systemform         

For example, when you make "select * from entity", using Sql4Cds, you cannot obtain these fields

Due to legal requirements in some countries, customers can opt in or out of having the conversation recorded. Reliance on agents to stop / start recording is not feasible and most companies have a automated option in the IVR that allow for the call to be routed to queue that can or cannot be recorded based on customer selection in the IVR.

There doesn't seem to be an option in the voice workstream to allow recording to be automatically prevent. The request is therefore to allow the PVA bot to be able to turn recording on or off. Ideally this can be separate for voice recording and transcription.

Alternative options can be:

1. allow the call to be routed to a different workstream which has recording turned off.
2. or add option to prevent recording on individual advanced queues (maybe better for reporting purposes)

When a call is received by an agent, if a phone number is recognize within the client database, the contact or account with the same phone number than the incoming call is associated to the conversation on call.

For now, if the phone number from the incoming call is shared by multiple contacts/accounts in the database, there is no such behavior.

What we want in this situation is to show the list of contact sharing the phone number for exemple, allowing the agent to select the contact/account to associate to the conversation on call.

The documentation of the existing behavior is : https://learn.microsoft.com/en-us/dynamics365/customer-service/record-identification-rule,

It specify that there is no such behavior at the moment, when more than one contact is identified : "If more than one account, contact, or case is identified, the record won't be linked to the conversation."