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I've been using the web version to get around this issue as it allows us to auto track e-mails as we send them from various timelines. However, in the last few months we've hit an issue where CRM creates the item, but doesn't actually send the e-mail. The Dynamics CRM team confirmed it was an issue on the backend with exchange and Dynamics 365. The sad thing was, as the admin, there was no log of this issue and no error raised to our teams that are sending e-mails from the Dynamics 365 timelines. This has brought up a need where we have to expose all of our shared mailboxes to our employees to validate e-mails are being sent. Well, now that we have done that, of course people are sending and receiving e-mails from outlook as that is where they already live. This has made it a requirement where we need this plugin available in outlook so people can track both sent and received e-mails from shared mailboxes. I wish we could have been confident in the e-mail sending capability from the web view to not have to deal with this headache.
I strongly agree with this.We’ve run into the same issues with realtime segment evaluation behaving in unintuitive and undocumented ways, particularly around relationship joins and how OR logic is applied once related entities are introduced.The fact that segment evaluation semantics (e.g. RELATE vs RELATEOPTIONAL, inner vs optional join behavior, and relationship path handling) can change silently is a serious risk in a production marketing environment. It’s very easy for this to result in the wrong customers being included or excluded from journeys, with real compliance and reputational implications.Like Taavo describes, we’ve had to rely on experimentation and inspection of the underlying msdynmkt_segmentquery just to understand what the platform is doing—only to worry that this behavior may change again without notice.At a minimum, Microsoft should document:How the segment builder translates into the underlying query, andThe formal evaluation rules used by the realtime segmentation engine.Without this, it’s difficult to treat realtime segments as a reliable, enterprise-grade feature.