Dynamics 365 App for Outlook is an Exchange EWS call service (add-in) which deliver the functionality to track emails, appointments, contacts, and tasks within your Outlook client. This functionality is different than the synchronization of the records from CRM to Outlook with using server-side synchronization and both features are presenting similar functions but with difference between direction of the synchronization – CRM to Outlook and vice versa. For our specific case, when you track and set regarding an email in OWA/Outlook with using Dynamics 365 App for Outlook, and if you change the set regarding manually from Dynamics 365 CE the regarding changes are not changed in OWA/Outlook for Dynamics 365 App for Outlook during the next synchronization cycle. This is a design limitation that we want to be added.
Comments
I have the same needs for our Company. We have setup some mailboxes for our Customer Service to automatically create a Case for the email and Set Regarding as the Case. The Customer Service user would like to be be able to see the automatically created Case from Outlook so they can update easily as needed.
The Set Regarding is currently out of sync when Regarding is set in Dynamics UI or Flow. The only way a user can get to the Case is by clicking on the Track menu, then View Email, then scroll down to the regarding section and finally click on the Case. There must be an easier way for users to do this.
Category: Email Management and Outlook Integration
When you track and set regarding an email in OWA/Outlook with using Dynamics 365 App for Outlook, and if you change the set regarding manually from Dynamics 365 CE the regarding changes are not changed in OWA/Outlook for Dynamics 365 App for Outlook during the next synchronization cycle. We want this feature to be available!
Category: Email Management and Outlook Integration
Some additional comments form my side: Reproducible Scenario: 1) Track an Email (with �Set regarding�) via D365 App for Outlook 2) Change the Regarding of this Email in D365 via Browser Result: In the D365 App for Outlook the �old� regarding is displayed; in the Browser you can see the �new� regarding (even after waiting hours/Days) From my point of view data displayed to users should be consistent no matter if I choose to work with Outlook or the mobile App or the Browser�
Category: Email Management and Outlook Integration
Some additional comments form my side: Reproducible Scenario: 1) Track an Email (with �Set regarding�) via D365 App for Outlook 2) Change the Regarding of this Email in D365 via Browser Result: In the D365 App for Outlook the �old� regarding is displayed; in the Browser you can see the �new� regarding (even after waiting hours/Days) From my point of view data displayed to users should be consistent no matter if I choose to work with Outlook or the mobile App or the Browser�
Category: Email Management and Outlook Integration
Administrator on 8/27/2019 8:40:59 PM
Thank you for your feedback.
This is a great suggestion! We will consider this in our roadmap.
Sincerely,
PM,
Microsoft.