Mila Morelissen D365 Consultant

Mila Morelissen

Joined: 4/10/2024

  • Ability to search and filter in ongoing conversation dashboard or create nearreal time transcript on customer's timeline

    Tue, 21 Mar 2023 14:59:49 GMT – Dynamics 365 Customer Service – Needs Votes 

    It would be very helpful if you could search on the columns that are in the ongoing conversations dashboard! Especially during high season with over 1000 (mostly Whatsapp) conversations, it is almost impossible to find and open a conversation. We see this problem happening when a customer reaches out to us through another channel (for example phone). They are referring to the whatsapp conversation, but through the timeline of the customer you are unable to see the content of the conversation, since the transcript is only created after closing of the conversation. That leads to the second part of the idea. Having a near real-time transcript that can be seen on the timeline of the customer, even when the conversation is still open.

    Both would lead to an easier way of finding back conversations from customers

  • Enable deletion of e-mail attachments of incoming e-mail from new attachment grid

    Mon, 28 Oct 2024 12:52:55 GMT – Dynamics 365 Customer Service – New 

    To enhance data privacy and compliance with GDPR regulations, it is essential to (re-)enable the deletion of personal or sensitive attachments directly from the new attachment grid in incoming emails. By allowing direct deletion of attachments within the grid, we can streamline the process, improve user experience, and ensure that only necessary data is stored. It is an improvement that we can use the preview function but I am disappointed with the decision to remove the delete functionality. It was very useful, and its absence has negatively impacted our workflow.