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Audit Trail for Emails/Cases that are picked by end users
In Dynamics you can read an email without ever having to pick it which leaves a gap in the timeline from an audit perspective. This makes managing queues difficult because there is no clear audit trail which allows Managers to address items not being worked on by partners across regions or on shared mailboxes, with partners choosing which cases to work. We would like there to be an audit trail indicating the time an individual opened a case/email.
A clear indicator through audit so if a case /email was picked by partner even if no change is done to the record
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Limitations when shared mailbox is part of a distribution list requires a fix
There is a known issue on a few limitations when emails are received by a mailbox that is part of a DL, the following functionalities do not work as expected:
1. Case emails will not be created.
2. Corresponding case will not be reactivated.
3. Auto sharing of email will not happen, when the received email sent from the parent case.
Can this be added to the list if not already discussed with the MSFT Engineering Team .Thanks
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Reporting
*** Net Promoter Score ***
There is an obligation of financial services in UK to provide feedback through the perspective of the investor.
NT needs to provide evidence that Investors receive good service.
At the moment NT has limited investor feedback *** Net Promoter Score ***
There is an obligation of financial services in UK to provide feedback through the perspective of the investor.
NT needs to provide evidence that Investors receive good service.
At the moment NT has limited investor feedback
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