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2,171A little disappointed with the UI updates for Customer Service and case management that Microsoft made for wave 2. Some of the UI changes almost feels like it hasn't been reviewed by a UI/UX team at all. Here are a list of my issues.....
Customizable timeline activity actions that don't do anything.
So the timelines have changed and you can now technically change the order of activity actions but it doesn't do anything. I'll give you an example. So for emails the default order of actions has the Reply set in the first position and Reply All set to the second position.
But when you look at the timeline in the case. The Reply All is the first action button for emails and the order of the action buttons only apply when you expand the down arrow....
Having to click a View more button to expand a email in the timeline
This is really dumb. Previously you could click the general email container in the timeline to expand and collapse a email. Now you have to click View more to expand or collapse the email.
Clicking it to expand isn't too big of an issue but in order to collapse a email for super long emails you have to scroll all the way down to the end to see the View less button in order to collapse it.......
New Insert Email Template, Template selector doesn't have a recently used template
The new insert template feature seems to have the recently used template feature removed.... This is very problematic when we have a lot of templates.
The Microsoft Team also made a strange UX decision to have the system remember what view selector you've picked (list, grid, tiles) but not the filter? I would think for organisations with large amounts of templates, remembering filters would be more important than remember whether you want your template selections displayed as list or tiles? It baffles my mind on this simple UX decision.
Also you still when selecting a template cannot set a default for either picking contact templates of regarding templates.
I've always loved the wave features but never the decisions to change any of the UI/UX items cause I feel like some decisions just baffles my mind....
If anyone in Microsoft is reading this please see this as my feedback.
I've also written in the ideas section of Microsoft. Please vote:
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