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Currently, you can use the Dynamics for Outlook add in to create a case while looking at an email or to track an email to an already created case. If you want to create a new case (or convert an email to a case) from the add in you can simply open it and do so but the information such as Customer and contact are not intelligently gathered from the email and it can be confirmed that the particular email address has contact and customer info within our Dynamics system. This seems small and straightforward as we currently have setup our support email doing this exact thing. Receive an email > convert it into a case with customer account info and contact info already filled in within the case.

Category: Email
STATUS DETAILS
Declined
Ideas Administrator

Thanks for the suggestion. We are not investing in any new features for the Dynamics 365 app for Outlook. All our future investments will be in building Viva Sales and the future of M365 integration.

Please evaluate Viva Sales and the Microsoft 365 collaboration integration and open new feedback items against those applications accordingly.

 

Thanks,

Product Manager,

Microsoft