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ReportWe are transitioning to Microsoft Dynamics for our Customer Service. We already used it for Sales, but not have deployed the portal and moved our cases from a previous program into Dynamics. One question our CSR's ask me is if the attachments for activities (not Email or Notes), like a Portal Comment, could show up in either the Customer Service Hub or the Dynamics 365 - Custom (traditional) web view. Currently, the Portal Comment, in the Customer Portal, will show any/all attachments right underneath the comment listing. This easily shows there is an attachment. See Picture 1 below
When the same case record is viewed in the Customer Service Hub, the attachment for the Portal Comment does not appear. See Picture 2 below.
It can be seen that the attachment seems to be missing. You have to actually open the record to the any/all attachments. It shows up fine for the email (2 activities lower) but email (and Note) have their own attachment functions. All other entities rely on Notes for the attachments. But, the Portal can go and find these attachments and display them. Can the Customer Service Hub?
The Dynamics 365 - Custom web viewer will not show them either. In fact, this one shows something entirely different regarding the dates displayed (this example doesn't show but the date isn't Date Created like we would like, it is Date Modified) and the text that shows who made the Portal Comment. Instead of listing the name of the customer, it just says "customer". See the 3rd Picture below.
Ultimately we would like them all to show the same information and show us the attachments. As it is now, the CSR has no idea if there is an attachment they should be looking at. They have to go to every portal comment and view it to make sure the customer didn't send them something. That is not useful or efficient at all. Since the attachments appear on the Customer Portal, I'm hopeful there is a way for these to show somehow for the CSR's. Even if there is just an icon change like there is for the email in the 3rd picture.
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