Angel Cruz

Hello! Working with a representative that had a great idea I suggest an idea here for team to review. We are currently working on releasing and enchaining a Customer Workspace App. In our initial findings, and due to some customer feedback, we think it'd be ideal to have at least have the option to leave the Side Navigation/Sitemap panel on the left had side to stay pinned open or visible.

If there's any other information I can provide to help assist make this idea clearer, I'd be happy to.

Hello!

I selected 'Timeline' for Category, but I would say this falls more into 'Integration'. The business I work for, enjoys and relies on the ability to upload documents into Dynamics, that are also loaded into SharePoint. The biggest issue that the team remains encountering is that they have to do 1 document at a time. If they want to upload multiple documents, they have to go to SharePoint to do so - making it a lengthier business process, more steps, and more clicks.

It would be ideal for there to be a future feature where users we're able to upload multiple documents at once via the SharePoint integration in Dynamics 365 CRM! Happy to discuss if there's a need, appreciate in advance the allowing me to express this idea and submit a suggestion.

Thank You!

Hello! There are two items here regarding the emailing experience on the CSW.

1. As a user of the system, when having an email pulled up in the CSW, navigating away from the tab and back to the tab, the screen blanks out the entire screen. It cannot be recovered by closing or sending the email, so the user is forced to refresh, which clears all of their previously opened tabs. The enhancement here of course, would be able to open, edit, update an email and still maintain all of your tabs (sessions) open.
2. When viewing the contents of an email from the case timeline CSW. As a user, I used to be able to click to expand the email within the timeline (not in a pop up) and view the entire message. Now that doesn’t happen anymore and only a preview of the first part of the message is displayed. Can the option for it to open on a new tab instead of just a pop-up be added?

Hello! Some of our users have been experiencing some Cases view issues. Similar to my recently submitted idea it seems to be on the Customer Service Workspace app as well, but maybe not entirely, hence the creation of a new 'Idea':

1. The case list view (with user-set filters) seems to be acting strangely sometimes when navigating back to the case list after opening/closing a case opened from the list. The results returned in the list is reduced drastically and doesn’t update to match the actual set filters until using the refresh button. I've experienced this one personally. I've had to refresh to get the total count back up accurately.
2. Similarly to the item above, another behavior has been noticed (in the CSW) where the case list doesn’t refresh when returning to it after working/closing a case that would have previously been returned as an open case in the filtered list. So, the list results remain stale after processing a record from the list in another tab, whereas previously in this same app, the closed record was removed from the result list.

Good evening!

After several months of working with the Microsoft Support Team, we were finally made aware that the Sales Accelerator Work Assignment function does not recognize shift breaks under an hour.

Case Number: SR # 2403120040012299

For some background, we spent months building the Work Assignment to automatically assign new leads entering the system. We followed the Microsoft Learn instructions With a group of about 10 users, we built out Queues and segments for the WA tool to assign these users new leads based off filters in the segment. We wanted the system to recognize the natural breaks they had in their workday, as we have SLAs in our company we have to adhere to. We utilized the CRM Calendar to work the schedules and breaks.

After months of testing and working around, we we're notified by the Microsoft Support that this is the intended function and the way it works. It will not recognize a break shorter than 1 hour. We'd like to suggest that this be enhanced to recognize breaks shorter than an hour.

For example, if we have John Doe scheduled for a 15 min break - ideally John would not be assigned a lead via the Work Assignment because it will recognize the break. For SLA purposes, we cannot make it an hour long break.

Thank you!

Hello!

Wanted to submit a suggestion, where an admin could select what the Email Icon on the logo opens. Currently, it opens a 'New Email' box with the email of that field to send an email out to. While I understand that has a million advantages and is OOTB behavior and intended - it would be a nice to have that on selection it opens up the Dynamics 365 CRM Email experience instead.

After working with the Microsoft Support team for a few weeks, we realized that the Customer Workspace App has a limitation when switching to another tab. More information on it below, per Microsoft Learn.

"We have determined that we have run into a specific product limitation regarding Subgrid controls and have no workaround at this time. Please note that I am committed to monitoring updates closely and will reach out if I see a solution that will work in your scenario. "

We'd like to suggest a way to retain filters on a subgrid, after switching tab or sessions.