Chenlei Zhao SUPPORT ENG

Chenlei Zhao

Joined: 5/24/2021

  • Send Notification to Customer in advance

    Wed, 13 Oct 2021 06:30:47 GMT – Dynamics 365 Guides – New 

    In wave 2 OCT 2021, there are multiple feature releases, but customer has not been notified in advance. Please send customer a detailed guide if there are new features release. So customer could be prepared.

  • Hex Decimal Format Data cannot be stored in Dynamics

    Tue, 04 Jan 2022 03:50:10 GMT – Dynamics 365 Business Central – Needs Votes 

    Some data with the value of hex 0x01 - 0x1f (which can be stored in the client's database including MongoDB, Oracle etc.) cannot be proceed and stored in Dynamics. Could you please help me check on it or provide a roadmap for us to solve it? Thanks a lot.

  • Omni Channel client cannot end conversation in teams con

    Mon, 02 May 2022 06:03:38 GMT – Dynamics 365 Customer Service – Needs Votes 

    When using the omnichannel with teams channel, the client can not end the conversation, customer wants to know how the can client end conversation.  The customer's company has the policy that the Omichannel agent should respond the client ASAP. But they also has the policy that the agent should not stop the conversation actively. And the customer also has the requirement to switch from the agent to bot actively.


  • Agent Can Back to the Conversation and Send Message to Customer

    Mon, 09 May 2022 06:16:57 GMT – Dynamics 365 Customer Service – Completed 

    Currently after the end the conversation between agent and client, the agent can not back to the conversation and send the message to the customer again, this feature requests the scenario that if the agent found some useful information later and want to send them back to the previous conversation, they can not find the customer.

  • Omnichannel Agent can not recognize the different contact by phone number

    Wed, 18 May 2022 04:16:43 GMT – Dynamics 365 Customer Service – Under Review 

    When Omnichanel agent receives a request from a client, if the client has the same phone number which already exists in the CRM system, the contact will be matched the existing client which is not exactly the new client, especially the client from different countries.


    Customers want to know how to add the country code automatically with the local phone number so that the phone number will be uniquely stored in the system.