With the latest releases of Dynamics CRM Microsoft is focusing on Service and have delivered several improvements on SLA, USD, Social, Experience HUB, etc. This is all great and a multi-channel strategy is exactly what we need to have. However, for many customers the fact remains that a huge share of the communication still require email and will so for years to come.
Working as a customer service representative (CSR) in a busy call center the need to work efficiently is extremely important. Current situation for customers using Dynamics CRM in their service department is that they either have to context-switch between Outlook and CRM or accept the fact that their e-mails will look like they were created decades ago (including handling frustrating issues caused by auto-save and faulty HTML).
Some of the challenges customers face are:
• Not possible to attach images inline.
• Adding attachments require multiple clicks per attachment – no drag-and-drop.
• Related to the previous point adding attachments from document libraries such as SharePoint/OneDrive is a very common requirement (we all know CRM have the integration but it is not exposed where the user needs it nor with the required functionality).
• Lacking sufficient text styling (just the very basic options are provided).
• No real support for email signatures.
• Sender should be set automatically based on case/email queue association or using a default sender set per user/role (important for service orgs working on a common mailbox that the sender address is a common email address).
• Difficult to read large emails as the windows is too small. Need dynamic sizing of email content window.
• Often customers of CRM users exist within several records, such as multiple contacts or accounts, as they have more than one relationship with the company. Tracking emails from these customers is troublesome as CRM has no way of knowing which records to track against. In such situations a UI for overriding/guide tracking would have been great.
• The email form provides no functionality to add the new KB articles to an email. The old (and mostly never used) article button is still part of the UI. Wanted functionality is to be able to search for and add the new KB articles both as inline text in the email and as a PDF attachment.
The optimal and most requested solution is to bring the Outlook Web Access (OWA) editor into Dynamics CRM. A tighter integration could potentially also enable tracking of emails directly from within the CRM web client.
Would like to stress that the user should/must still work within CRM having the OWA client as the email editor. As we are progressing towards a real multi-channel solution it is not viable to embed the full CRM experience into OWA.
As a final note I want to stress that this is the single most important issue I face meeting customers when selling and delivering Dynamics CRM. We are losing customers due to this single issue.
There are several feedbacks on connect related to email and the need for a rich text editor. A quick search returned:
• https://connect.microsoft.com/dynamicssuggestions/Feedback/Details/715397
• https://connect.microsoft.com/dynamicssuggestions/Feedback/Details/686637
• https://connect.microsoft.com/dynamicssuggestions/Feedback/Details/713413
• https://connect.microsoft.com/dynamicssuggestions/feedback/details/611420
It is my hope that PG understands the urgency and that my fellow connect users help me show the priority this issue require by voting.
(keywords: email, e-mail, rich text, editor, OWA, exchange, outlook, RTE, tinymce, ckeditor, rich-text, tracking, KB, service, CSR)
Comments
Fully support this - and please look at the horrifically outdated email template editor lol
Category: Unified Experience: Search, navigation and performance
Not only in the Service area, email editing in CRM is the most annoying part in CRM. The new Engagement hub brings a fast and modern GUI, but it is still the old, awkward way to find or send screenshots in an email! I fully agree with Trond Aarskog. I hope the field one deal brings more development budget for the crm service and email functions. Without real improvements to the email function we will loose customers!
Category: Unified Experience: Search, navigation and performance
Below are the key points because of which our customers are unhappy with Dynamics 365, � Adding attachments require multiple clicks per attachment � no drag-and-drop. � Related to the previous point adding attachments from document libraries such as SharePoint/OneDrive is a very common requirement (we all know CRM have the integration but it is not exposed where the user needs it nor with the required functionality). Please add them ASAP. Thanks
Category: Unified Experience: Search, navigation and performance
I agree that this is something very much needed in Dynamics CRM , we have a solution for this, which can provide Rich email editor for emails & templates, please contact info@tridentapps.co.uk or head to our website www.tridentapps.co.uk for full feature list.
Category: Unified Experience: Search, navigation and performance
Simple insert of screenshots in emails is a basic requirement for all service organisations in a business environment including software applications. If you want your service agents to work in one application, Dynamics CRM has significant disadvantages to competitors as they all provide this browser functionality and Microsoft does not. If Microsoft strategy is to allow users access from different platforms, this should be a very urgent issue. Assume that e.g. the organisation wants all service agents to receive and send emails through just one address (support@) - you cannot realize that at the moment in a satisfying way without a significantly improved email editor in the browser environment.
Category: Unified Experience: Search, navigation and performance
I fully agree with Trond Aarskog. This is an excellent summary of pain points that really needs to be addressed. We face these challenges on most of our implementation projects and is perhaps the single most important topic causing a lot of frustration amongst end users.
Category: Unified Experience: Search, navigation and performance
Hi, this is a great idea! We Need the same feature and I created a suggestion for this feature some days ago. Would be great if you could vote & comment on the idea so we can collect all votes in the same place. Also share it with your colleauges so we get more attention from Microsoft. Link to the idea:https://experience.dynamics.com/ideas/idea/?ideaid=53cd97e7-34a1-e811-b96f-0003ff68e07f
Category: Unified Experience: Search, navigation and performance
Also - the experience of adding/dropping recipients in the current email editor is extremely awkward & unpredictable. Ideally Outlook ITSELF could somehow be used to create (reply/reply all/send) email activities?!
Category: Unified Experience: Search, navigation and performance
One more you can add to this list: https://connect.microsoft.com/dynamicssuggestions/feedback/details/1245468/ Found it when I read https://community.dynamics.com/crm/f/117/t/151513.
Category: Unified Experience: Search, navigation and performance
I can support this request by confirming that our customers expect us to provide a rich text editor and bring Outlook capabilities in Dynamics. They see us as one company that provides these features in one place (Office) but not in CRM and get confused around why we cannot demonstrate the same capabilities across all our products.
Category: Unified Experience: Search, navigation and performance
Administrator on 6/3/2022 10:32:51 PM
Enhanced email editor capabilities were releases with 2020 Release Wave 1 Contextual email communication - Dynamics 365 Release Plan | Microsoft Docs.