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I am not a techy person but have the role within our organisation for looking at CRM and possible changes.
We are on CRM Online 2016 and following the last update we noticed two views in particular that have changed which we would like to amend.
1) Resolving cases - when we resolve a case we get a pop up window and a drop down list of options we have created. However the drop down list only displays one option at a time where as we used to have approx. 10-12 on display and the scroll function. We have approximately 50 resolution types so this view is not helpful to users.
Does anyone know who these can be expanded in the view to display more lines?
2) Queue management - we have a number of queues that cases get placed in and when we select the look up when adding a case to a queue it used to default to "All Queues" but now defaults to "Business Queues". Does anyone know how to change this so it goes back to all queues?
This is again causing another step in a process for us when we are looking to minimise and make the system work as efficiently as possible.
Any help will be great
David
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