Shannon Davis IT Project Manager

Shannon Davis

Joined: 4/19/2017

  • Enlarge space for View dropdown list - users cannot see the full view name and it makes it hard for them to select the right view.

    Thu, 13 Feb 2020 15:54:43 GMT – Dynamics 365 Sales – Completed 

    When our users are looking at the Opportunity entity (for instance) and are using the dropdown list to choose the view they wish to use, it isn't long enough for them to see the entire view name. Our users have requested that this view dropdown list be enlarged. Prior to UCI, the full view names were visible.

  • Account "Org Chart" usability ideas

    Wed, 10 Feb 2021 21:24:21 GMT – Dynamics 365 Sales – Planned 

    - You only can delete one person at a time – not possible to mark 2 or more people - When you add a direct report to somebody, it will be saved immediately and the view jumps back to the middle of the chart and zooms in (takes a lot of time, especially n he beginning) - If you collapse something, its not obvious that some of the hierarchy is collapsed. - Scrolling requires the use of scrollbars.

  • Change default message "An Agent will be with you in a moment"

    Tue, 10 Jan 2023 17:04:52 GMT – Dynamics 365 Customer Service – Completed 

    We would like to change this text and customize it.

    For example, we might want to say "Hold tight, we are looking for an agent." or 'Give us a few moments to locate an agent for you".

    Currently there is no way to customize this message.


    This is important because we do not have enough staff to have agents available at all times, so the default message is misleading.


  • Advanced Lookup on a Lookup field Improvements

    Wed, 24 May 2023 17:05:24 GMT – Dynamics 365 Sales – New 

    My customer has requested the return of the alphabetic strip at the bottom to help them find items in the Advanced Lookup, just as it works on other views.


    Secondly, we noted an issue when you use the advanced lookup.

    1.) Type in "ANA" into the Account field.

    2.) several options appear that match "ANA". Choose Advanced Lookup

    3.) It displays the Account Lookup View with no filters.

    expected: that your text "ANA" would appear in the keyword search at the top of the advanced lookup.

  • Enable Copilot for Customer Service based on App

    Thu, 11 Apr 2024 17:13:16 GMT – Dynamics 365 Customer Service – New 

    We have a business need to disable Copilot in Customer Service Hub while keeping it enabled in Customer Service Workspace.


    Our technical support team uses CSH, while our customer service team uses CSW. Today it is not possible to keep it available in CSW for our customer service team, which uses it, and also have it hidden (or at least default-closed) for the CSH app that our technical team uses.


    For Sales Copilot, you are able to decide which apps it appears in so you should have the same for customer service copilot.


    If I cannot do this, I will have to turn it off.



  • Ability to customize kanban board for opportunities - to disable a kanban type

    Thu, 31 Oct 2024 15:29:49 GMT – Dynamics 365 Sales – New 

    I would like to use the kanban view for opportunities and it works well for the Business process Flow. However, on the Status one, it allows them to change to won or lost without going through our custom process. SO I would like the option to customize the kanban view to disable the status. Perhaps someone else would want to disable the BPF option. So the ability to disable a kanban type based on business needs in the Sales Hub App Settings would be ideal.

  • Allow users to decide if left-side navigation stays expanded or closes.

    Wed, 29 Jan 2025 16:22:38 GMT – Dynamics 365 Customer Service – New 

    Allow users to decide if left-side navigation stays expanded or closes.

    Currently the default is closed but some of our users would like to pin it open.

    This is in the new customer service workspace.


  • Write an Email should still be able ot use the Knowledge Articles even if you have added additional knowledge sources for Ask A Question.

    Mon, 17 Mar 2025 14:22:03 GMT – Dynamics 365 Customer Service – New 

    When you set up Copilot for customer service, and you use the new Preview setting "Use Knowledge Sources configured in Copilot Studio", you can then go to copilot studio and add your Knowledge Article entity plus a number of other sources.


    Once you do this, "Write an Email" feature is impacted. It no longer can use the Knowledge Articles for answers, only the trusted sources, and it will not present "Resolve the customer's issue" as one of the options.


    Write an Email should still be able to use the Knowledge Articles even if you have added additional knowledge sources for Ask A Question.


  • Propose New Knowledge should preserve hyperlinked text when turning a resolved case into a knowledge article

    Wed, 14 May 2025 17:34:49 GMT – Dynamics 365 Customer Service – New 

    When a case correspondence includes links, sometimes the linked text loses it link when it is re-arranged by the Generative AI during "Propose New Knowledge".


    For example, the answer to the customer may have included something like "click here to download the software update", hyperlinked, but the GenAI removes the hyperlinks but still includes that text. I have a specific example of this happening in our production environment but I cannot share it.